REFUND POLICY
1. Scope
This Refund Policy applies to all payments made through the website
www.lakshmikendra.org and its alias domains (the “Platform”), operated by Lakshmikendra.
The Platform processes two categories of transactions — (a) purchases of products and
services (“Sales”) and (b) voluntary donations (“Donations”) — and different refund rules
apply to each, as set out below. This Policy should be read together with our Terms and
Conditions and Cancellation Policy.
2. Donations
2.1 General rule — Donations are non-refundable. Donations are voluntary contributions
made towards the charitable and religious objects of the Trust. Once a Donation is
successfully processed, it is final and will not be refunded, save in the circumstances set out
in this Section.
2.2 Erroneous or duplicate Donations. If a Donation has been made erroneously (for
example, an incorrect amount entered due to a typographical error) or has been debited more
than once for a single intended contribution, the donor may request a refund by writing to
payments@mayapur.ngo within seven (7) days of the transaction, quoting the transaction
reference number, registered email, and reason. Genuine cases will be reviewed, and
approved refunds will be processed to the original payment instrument.
2.3 Tax receipts. Where a Donation is refunded, any receipt issued in respect of it (including
under Section 80G of the Income-tax Act, 1961) shall stand cancelled, and the donor shall not
claim any tax benefit on the refunded amount.
3. Sales of Products
3.1 Damaged, defective, or incorrect Products. If a Product delivered to you is damaged in
transit, defective, materially different from its description, or is not the Product ordered, you
must notify us at payments@mayapur.ngo within forty-eight (48) hours of delivery,
accompanied by photographs of the Product and packaging. Upon verification, we will, at
your option and subject to availability, (a) replace the Product at no additional cost, or (b)
refund the price paid, including original shipping charges attributable to that Product.
3.2 Non-returnable items. The following are not eligible for return or refund except where
delivered damaged, defective, or incorrect: (a) consumable and perishable items, including
prasadam and food items; (b) items of a sacred or personal-use nature that cannot
hygienically be restocked; (c) digital goods and media once access has been provided; and (d)
items expressly marked “non-returnable” on their listing page.
3.3 Change of mind. Save as stated in Sections 3.1 and 4, no returns or refunds are accepted
for change of mind.
3.4 Non-delivery. If a Product is not delivered within [15] days beyond the outer estimated
delivery date, you may seek a full refund of the amount paid for that Product.
4. Failed, Declined and Pending Transactions
If an amount is debited from your account but the transaction fails, is declined, or does not
result in a confirmed order or Donation on the Platform, the amount is ordinarily reversed
automatically by the payment gateway or the issuing bank within five (5) to seven (7)
business days. If the reversal is not received within that period, please write to
payments@mayapur.ngo with the transaction reference number and a copy or screenshot of
the debit entry, and we will take up the matter with the payment gateway and the acquiring
bank.
5. Mode and Timeline of Refunds
• All approved refunds are processed only to the original payment instrument (card,
bank account, UPI handle, or wallet) used for the transaction. No refunds are made in
cash or to third-party accounts.
• Approved refunds are initiated by us within seven (7) business days of approval.
Thereafter, crediting to your account depends on the payment gateway and your issuing
bank, and typically takes a further five (5) to ten (10) business days.
• Where a replacement is opted for under Section 3.1, despatch of the replacement will
be made within [7] business days of receipt or verification of the affected Product.
6. Chargebacks
If you raise a chargeback with your issuing bank in respect of a transaction, we will cooperate
with the bank and the payment gateway in its resolution. Raising a chargeback for a
transaction that has been duly fulfilled, or in respect of which a refund has already been
made, may result in suspension of your account.
7. Grievances
Any grievance in relation to refunds may be escalated to our Grievance Officer:
• Name: Krsna Jnana dasa
• Designation: Grievance Officer
• Email: payments@mayapur.ngo
• Address: Treasury Department (Beside ICICI Bank), Ishodyan Building, Ground
Floor, ISKCON Mayapur, Nadia, West Bengal – 741313
• Phone: +91 77975 66063 (Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST)
Grievances will be acknowledged within twenty-four (24) hours and resolved within fifteen
(15) days.