DIVYASHILP

Website Legal Policy Suite

www.divyashilpindia.com

Draft prepared for Shopify publication
30 July 2026

 

Prepared from the website’s publicly displayed business and contact information. Operational timelines and the legal operator’s identity must be confirmed by the business owner.

 

Read Before Publishing

This package contains separate copy for the Shopify Privacy policy, Terms of service, Shipping policy, Refund policy and Contact information pages. It also includes a website compliance checklist.

 

Verified Website Details Used in This Draft

·        Trade name: Divyashilp.

·        Website: https://www.divyashilpindia.com.

·        Products: handcrafted brass, stone and resin murtis and decor.

·        Address displayed in the existing privacy policy: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India.

·        Customer service email: divyashilpindia@gmail.com.

·        Order-related phone: +91 9273037132.

·        Bulk orders/customisation phone: +91 9822728443.

·        Support hours displayed: Monday-Saturday, 10:00 a.m.-5:00 p.m. IST.

·        Store platform: Shopify.

·        Current website banner advertises free shipping across India.

Current-Site Issues to Correct

·        The current Refund policy and Shipping policy are each only a general sentence and do not state eligibility, timelines, procedures or responsibility for return costs.

·        The current Terms of service page contains broken text near the shipping section and an unresolved “[LINK]” placeholder.

·        The current Contact information page does not display a named Grievance Officer or the officer’s designation.

·        The legal name of the business, entity type and applicable registration identifiers are not prominently stated in the policy pages reviewed.

·        Product pages should be checked for all mandatory seller, product, price, origin, manufacturer/packer and customer-care declarations applicable to each item.

 

Shopify page: Settings > Policies > Privacy policy  |  Effective date: 30 July 2026

This Privacy Policy explains how [INSERT FULL LEGAL NAME] (trading as “Divyashilp”, “we”, “us” or “our”) collects, uses, stores, shares and protects personal data when you visit or use www.divyashilpindia.com, create an account, place an order, contact us, subscribe to marketing, post a review or otherwise interact with our online store (the “Services”).

Our online store is hosted on Shopify. Shopify and other service providers process information to help us operate the Services, process transactions, prevent fraud, analyse performance and fulfil orders.

1. Data We Collect

Depending on how you use the Services, we may collect the following categories of personal data:

·        Identity and contact data, such as your name, email address, telephone number, billing address and delivery address.

·        Order and transaction data, such as products viewed or purchased, cart activity, order value, discounts, returns, replacements, refunds, delivery status and communications about an order.

·        Account data, such as login credentials, saved addresses, preferences and account activity.

·        Payment-related data, such as payment method, transaction identifiers, payment status and fraud-screening results. Complete card or banking credentials are generally processed by the relevant payment provider rather than stored directly by us.

·        Communications and support data, including messages, photographs, videos or other evidence you send regarding an order, return, damage claim or customisation request.

·        Device, technical and usage data, such as IP address, browser type, device identifiers, cookie identifiers, pages visited, referring pages, interaction events and approximate location derived from network information.

·        Marketing and preference data, such as your subscription status, consent choices and responses to campaigns.

·        Content you choose to submit, such as product reviews, ratings and feedback.

2. How We Collect Data

·        Directly from you when you browse, register, order, pay, communicate, request support or submit content.

·        Automatically through cookies, pixels, logs and similar technologies when you use the website.

·        From Shopify and service providers involved in payments, logistics, communications, analytics, security, marketing and customer support.

·        From lawful public sources or business partners where permitted by applicable law.

3. Why We Use Personal Data

·        To provide the website and fulfil our contract with you, including order confirmation, payment processing, packing, delivery, returns, replacements and refunds.

·        To create and administer customer accounts and remember your preferences.

·        To answer enquiries, handle complaints, provide after-sales service and manage custom or bulk-order requests.

·        To detect, investigate and prevent fraud, misuse, security incidents and unlawful activity.

·        To maintain business, tax, accounting, warranty, consumer-complaint and legal records.

·        To improve products, content, website performance, customer experience and operational planning.

·        To send service communications, including order, payment, delivery, policy and security notices.

·        To send promotional communications where you have opted in or where otherwise permitted by law. You may unsubscribe at any time.

·        To comply with law, lawful requests, court orders and regulatory obligations, and to establish, exercise or defend legal claims.

4. Consent and Your Choices

Where processing is based on your consent, your consent should be free, specific, informed and indicated through a clear affirmative action. Marketing consent is separate from the information necessary to process an order. You may withdraw consent by using the unsubscribe link in a marketing email, changing available account or cookie settings, or contacting us. Withdrawal does not affect processing already lawfully carried out and may not stop processing that is required to complete an existing order or comply with law.

5. Cookies and Similar Technologies

We and Shopify may use essential, functional, analytics, performance and advertising cookies or similar technologies. Essential technologies support checkout, security, account login and basic website operation. Optional technologies may help measure traffic, remember preferences or personalise advertising. Where required, we will request consent before placing non-essential cookies. Browser settings and any cookie-preference tool available on the website can be used to manage choices; blocking essential cookies may prevent parts of the Services from working correctly.

6. How We Share Data

We may share personal data only as reasonably necessary with:

·        Shopify, which hosts and supports the store.

·        Payment gateways, banks and fraud-prevention providers.

·        Courier, logistics, warehousing, packaging and fulfilment providers.

·        Email, messaging, customer-support, hosting, cloud, analytics, security and marketing service providers.

·        Professional advisers, auditors, insurers and financing providers where relevant.

·        Government, law-enforcement, courts, regulators or other parties when disclosure is required or permitted by law.

·        A purchaser, investor or successor in connection with a merger, acquisition, restructuring, financing or transfer of all or part of the business, subject to appropriate safeguards.

We do not authorise service providers to use personal data for unrelated purposes. Their processing is also governed by their own legal obligations and privacy notices.

7. International Processing

Shopify and other providers may process or store personal data outside India. Where cross-border processing occurs, we will take reasonable steps to use reputable providers, contractual protections and other safeguards required by applicable law, and we will comply with any government restriction applicable to transfers to a country or territory.

8. Data Retention

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected, including to fulfil orders, maintain accounts, provide customer support, comply with tax and accounting duties, resolve disputes, prevent fraud and enforce agreements. Retention periods vary by record type. When data is no longer required, we will delete, anonymise or securely isolate it, subject to lawful retention requirements and technical backup cycles.

9. Security

We use reasonable administrative, technical and organisational safeguards appropriate to the nature of the data and the risks involved. No online system is completely secure. You are responsible for protecting your account credentials and should contact us promptly if you suspect unauthorised use. Where legally required, affected persons and the competent authority will be notified of a personal-data breach in the prescribed manner.

10. Your Rights and Requests

Subject to applicable law and verification of identity, you may ask us to:

·        Provide a summary of personal data being processed and the processing activities carried out.

·        Correct, complete or update inaccurate or incomplete personal data.

·        Erase personal data that is no longer required, unless retention is necessary for an order, legal compliance or a legal claim.

·        Withdraw consent where consent is the basis of processing.

·        Stop or change promotional communications.

·        Receive grievance redressal regarding our processing of personal data.

·        Nominate another individual to exercise applicable data rights in the event of death or incapacity, where this right is available under applicable law.

Send a request from the email address associated with your order or account to divyashilpindia@gmail.com with the subject “Privacy Request”. We may request information reasonably necessary to verify identity and protect your account. We will not discriminate against you for making a lawful request.

11. Children

The Services are intended for adults. We do not knowingly seek personal data from a person under 18 years of age. Orders should be placed by an adult or with the involvement of a parent or lawful guardian. If you believe a child has provided personal data without appropriate authorisation, contact us so that we can review and delete it where required.

12. Third-Party Links

The website may link to social networks, payment providers or other third-party sites. Their privacy practices are controlled by them, not by us. Review their notices before providing information.

13. Changes to This Policy

We may update this Privacy Policy to reflect changes in law, technology or business practices. The revised version will be posted on the website with a new effective date. We will provide additional notice where required by law.

14. Privacy Contact and Grievance Redressal

Data Fiduciary / legal operator: [INSERT FULL LEGAL NAME]

Authorised privacy contact / Grievance Officer: [INSERT FULL NAME AND DESIGNATION]

Address: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India

Email: divyashilpindia@gmail.com

Telephone: +91 9273037132 (order-related issues) | +91 9822728443 (bulk orders/customisation)

Support hours: Monday-Saturday, 10:00 a.m.-5:00 p.m. IST

We aim to acknowledge consumer complaints within 48 hours and resolve them within one month of receipt. A privacy complainant may use any further remedy available under applicable data-protection or consumer law after first giving us a reasonable opportunity to resolve the grievance.

 

Shopify page: Settings > Policies > Terms of service  |  Effective date: 30 July 2026

These Terms of Service (“Terms”) govern access to and use of www.divyashilpindia.com and purchases from the online store operated by [INSERT FULL LEGAL NAME], trading as “Divyashilp” (“Divyashilp”, “we”, “us” or “our”). The store is hosted on Shopify. By using the website or placing an order, you agree to these Terms, the Privacy Policy, the Shipping Policy and the Cancellation, Returns, Replacement and Refund Policy.

Nothing in these Terms limits any right or remedy that cannot lawfully be excluded under the Consumer Protection Act, 2019 or other applicable law.

1. Eligibility and Account Use

You must be legally capable of entering into a binding contract. A person under 18 should use the Services only through or with the involvement of a parent or lawful guardian. Information supplied during account creation or checkout must be accurate and current. You are responsible for maintaining the confidentiality of account credentials and for activity performed through your account, except where loss is caused by our breach of law or security obligations.

2. Products and Handcrafted Variations

Divyashilp sells handcrafted brass, stone and resin murtis and decor. We make reasonable efforts to describe products accurately and display representative images. Because items may be handmade or finished by hand, minor variations in colour, shade, polish, patina, texture, stone grain, carving, dimensions or weight may occur. Display settings and photography may also affect colour appearance. Such reasonable handcrafted variations are not defects, but this does not excuse a product that is materially damaged, defective, counterfeit, wrong or materially different from the description.

Product measurements and weights are approximate unless expressly stated as exact. Care instructions must be followed. Brass may naturally oxidise or develop patina, and stone and resin require suitable handling. Products are devotional and decorative articles. We do not promise any spiritual, medical, financial or supernatural result from owning or using a product.

3. Availability and Order Acceptance

Submitting an order is an offer to purchase. An automated acknowledgement does not by itself mean that the order has been accepted. We may verify payment, stock, address, fraud indicators and other order details before acceptance. A contract is formed when we confirm acceptance or dispatch the order, whichever occurs first. We may reject or cancel an order for legitimate reasons such as unavailable stock, payment failure, suspected fraud, an obvious pricing error, legal restriction or an unserviceable delivery address. If we cancel after receiving payment, we will issue a refund to the original payment method within a reasonable period.

4. Prices, Taxes and Errors

Prices are displayed in Indian Rupees. The checkout will show the total amount payable, including applicable taxes and any delivery or other charge disclosed before payment. We may change prices prospectively. If a price, description, discount or availability is clearly erroneous, we may contact you for instructions or cancel and refund the affected order. We will not add an undisclosed charge after order confirmation.

5. Payment

Payment may be made using methods offered at checkout. Payment processing may be handled by third-party providers subject to their terms. You confirm that you are authorised to use the selected method. We may use lawful fraud-prevention checks. A failed, reversed or disputed payment may result in suspension or cancellation of the relevant order, without affecting a genuine consumer complaint or chargeback right.

6. Custom and Bulk Orders

Customisation, bulk pricing, design approval, quantity, delivery schedule and payment milestones must be confirmed in writing before the order is accepted. Custom or personalised items generally cannot be cancelled or returned after production begins, except where the item is defective, damaged, wrong, counterfeit or materially not as agreed. The applicable production lead time is [INSERT ACTUAL CUSTOM-ORDER LEAD TIME] and should be disclosed before payment.

7. Shipping, Delivery and Risk

Shipping and delivery are governed by the Shipping Policy. Delivery dates are estimates unless expressly guaranteed in writing. Responsibility for loss or transit damage remains with us until delivery to you or a person authorised at the delivery address, subject to applicable law. Please inspect the package promptly and report visible damage, a wrong item or missing contents as described in the Refund Policy.

8. Cancellation, Returns, Replacement and Refunds

The Cancellation, Returns, Replacement and Refund Policy forms part of these Terms. It explains cancellation timing, return eligibility, exceptions, evidence, reverse pickup, replacement and refund processing. Statutory remedies for defective, deficient, spurious, wrong, misdescribed or unjustifiably late goods are not removed by an exception stated in our voluntary return policy.

9. Reviews and User Content

If you submit a review, photograph, comment or other content, you confirm that it is truthful, based on genuine experience, lawful and does not infringe another person’s rights. You grant us a non-exclusive, worldwide, royalty-free licence to display, reproduce and adapt that content for operating and promoting the Services, unless you withdraw permission where applicable. We may moderate or remove unlawful, abusive, misleading, irrelevant or infringing content, but we will not suppress a genuine negative review merely because it is critical.

10. Intellectual Property

The website’s branding, text, graphics, product photographs, layout and other original content are owned by or licensed to us and are protected by applicable intellectual-property law. You may use the website only for personal, non-commercial shopping purposes. No content may be copied, scraped, republished, sold or commercially exploited without written permission, except as permitted by law. Names and depictions of religious or public figures remain subject to any rights held by their respective owners or communities; our sale of an artistic product does not claim ownership of such underlying cultural or religious subject matter.

11. Prohibited Conduct

You must not use the Services to commit fraud, violate law, interfere with security, introduce malicious code, scrape data at scale, impersonate another person, submit false reviews, infringe intellectual property, harass others, or attempt unauthorised access. We may restrict access reasonably necessary to protect users, the website or legal rights.

12. Third-Party Services and Links

Shopify, payment providers, couriers and linked third-party services may have separate terms. We are responsible for our own obligations and for selecting providers with reasonable care, but we do not control independent third-party sites. Nothing in this clause excludes our responsibility for order fulfilment, refunds or consumer rights that the law places on us.

13. Warranties and Statutory Rights

Except for express written warranties and rights imposed by law, the website and general informational content are provided on an “as available” basis. We do not warrant uninterrupted or error-free website access. This clause does not exclude obligations relating to product quality, conformity with description, safety, genuine goods, fair trade practices or any non-excludable consumer guarantee.

14. Limitation of Liability

To the maximum extent permitted by law, we are not liable for indirect or consequential loss that was not reasonably foreseeable when the contract was formed. For a claim relating to a particular order, our aggregate contractual liability will ordinarily not exceed the amount paid for the affected product. These limits do not apply to fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, breach of confidentiality or data-protection obligations, infringement of statutory consumer rights, or liability that law does not permit us to limit.

15. Indemnity for Misuse

To the extent permitted by law, you are responsible for losses reasonably arising from your unlawful misuse of the website, infringement of another person’s rights, or material breach of these Terms. This provision does not require a consumer to indemnify us for our own breach, negligence, defective product or unfair trade practice.

16. Events Beyond Reasonable Control

We are not responsible for delay caused by events beyond reasonable control, such as natural disasters, severe weather, epidemic, war, civil disturbance, government restriction, major transport disruption, widespread network failure or courier shutdown. We will take reasonable steps to reduce delay, communicate material changes and provide the remedies required by law. Payment will not be retained indefinitely for an order we cannot fulfil.

17. Suspension and Termination

You may stop using the Services at any time. We may suspend an account or reject future orders where reasonably necessary because of fraud, abuse, unlawful conduct, threats to security or repeated material breaches. Termination does not affect rights and obligations relating to an order already accepted, a refund due, intellectual property, dispute resolution or accrued liability.

18. Changes to Terms

We may revise these Terms prospectively by posting an updated version and date. The terms in force when an order was accepted will govern that order unless a change is required by law or agreed with you.

19. Governing Law and Disputes

These Terms are governed by the laws of India. Courts and competent forums in Nagpur, Maharashtra may have jurisdiction, subject always to any consumer’s right to approach a consumer commission or other authority that has jurisdiction under applicable law. Before formal proceedings, please contact the Grievance Officer so that we have a reasonable opportunity to resolve the issue.

20. Severability, No Waiver and Entire Agreement

If a provision is held invalid or unenforceable, it will be limited or removed only to the extent necessary and the remaining provisions will continue. A delay in enforcing a right is not a waiver. These Terms and incorporated policies form the agreement relating to use of the website and online purchases, together with any written custom-order terms accepted by both parties.

21. Contact

[INSERT FULL LEGAL NAME], trading as Divyashilp

Address: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India

Email: divyashilpindia@gmail.com

Order-related phone: +91 9273037132

Bulk orders/customisation: +91 9822728443

Grievance Officer: [INSERT FULL NAME AND DESIGNATION]

Support hours: Monday-Saturday, 10:00 a.m.-5:00 p.m. IST

 

Shopify page: Settings > Policies > Shipping policy  |  Effective date: 30 July 2026

This Shipping and Delivery Policy applies to orders placed through www.divyashilpindia.com and should be read with the Terms of Service and Refund Policy.

1. Delivery Area

We deliver to serviceable pincodes within India. International delivery is not offered unless an international option and applicable charges are expressly displayed and accepted at checkout. A courier may classify certain remote, restricted or high-risk locations as temporarily unserviceable.

2. Shipping Charges

Standard shipping is currently free for eligible orders delivered within India, consistent with the website offer, unless a different charge is clearly shown before payment for an exceptional service, remote location, expedited method or special handling. Any applicable shipping charge will be disclosed at checkout before you place the order.

3. Order Processing

Ready-stock orders are normally processed within 2-5 business days after payment confirmation. Sundays, public holidays and announced closure days are not business days. Custom, personalised, made-to-order or bulk items may require additional production time, which must be confirmed before payment. Processing may take longer during festivals, promotions, high order volumes or quality checks; we will communicate a material delay where reasonably practicable.

4. Estimated Delivery

After dispatch, standard delivery is normally expected within 3-10 business days, depending on the destination and courier network. Remote areas may take longer. These are good-faith estimates, not guaranteed dates, unless we expressly agree to a guaranteed date in writing. If delivery is materially delayed beyond the stated schedule for reasons not amounting to force majeure, contact us for appropriate assistance, cancellation or refund rights under applicable law.

5. Tracking

Where tracking is available, we will send a tracking number or link by email, SMS, WhatsApp or the account page after dispatch. Tracking updates are supplied by the courier and may take time to appear. Contact us if tracking has not updated for an unusual period or the parcel is marked delivered but has not been received.

6. Address and Contact Details

Provide a complete address, correct pincode and reachable telephone number. Request an address change immediately. We can change an address only before dispatch and cannot guarantee that a courier can reroute a parcel. We are not responsible for delay caused by incorrect information supplied by the customer, but we will make reasonable efforts to assist. Additional shipping costs caused by a customer-requested rerouting or re-dispatch may be charged only after disclosure and agreement.

7. Delivery Attempts and Failed Delivery

The courier may contact you and make one or more delivery attempts. If a parcel is returned because the address was incorrect, the recipient was unavailable, delivery was refused without a valid complaint, or the courier could not obtain necessary cooperation, we will contact you regarding re-dispatch or cancellation. Any reasonable re-dispatch or return-to-origin charge will be disclosed before collection. No such charge will apply where failed delivery was caused by our error, a defective or wrong item, or the courier’s fault.

8. Partial Shipments

We may dispatch items from one order separately to reduce delay or protect fragile products. You will not be charged additional standard shipping merely because we choose to split an order. Tracking information may be issued for each parcel.

9. Inspection at Delivery

Before accepting a visibly damaged or tampered parcel, note the condition with the courier where possible. After delivery, open the package carefully and inspect the item promptly. For a damaged, wrong or incomplete order, contact us as soon as possible and preferably within 48 hours, with the order number and available photographs or video. Evidence helps us investigate but the absence of an unboxing video does not by itself remove a statutory right.

10. Delays and Events Beyond Control

Delivery may be affected by weather, natural disaster, public disturbance, government restriction, transport disruption, strike, festival congestion, courier capacity, epidemic or another event beyond reasonable control. We will take reasonable steps to trace the parcel and offer the remedy required by law if delivery cannot be completed within a reasonable time.

11. Lost or Misdelivered Parcels

If the courier confirms that a prepaid parcel is lost before delivery or delivered to the wrong address through no fault of the customer, we will arrange a replacement or refund after reasonable verification. We may ask for a written non-receipt confirmation or cooperate with the courier’s investigation.

12. Contact

Order support: +91 9273037132 | divyashilpindia@gmail.com

Support hours: Monday-Saturday, 10:00 a.m.-5:00 p.m. IST

Please include the order number, recipient name, telephone number and a brief description of the delivery issue.

 

Shopify page: Settings > Policies > Refund policy  |  Effective date: 30 July 2026

We want products to reach you safely and match the description on the website. This policy explains voluntary returns and the remedies available for damaged, defective, wrong, counterfeit, misdescribed, incomplete or unjustifiably late goods. Nothing in this policy restricts a non-excludable right under applicable consumer law.

1. Order Cancellation

A ready-stock order may be cancelled without charge before dispatch by contacting us with the order number. Once an order has been dispatched, it must be handled under the return process. A custom, personalised, made-to-order or bulk order may be cancelled only before production or procurement begins, unless otherwise agreed in writing. If we cancel an order after payment, we will refund the amount paid to the original payment method within a reasonable period.

2. Voluntary Return Window for Standard Items

A standard, non-customised item may be requested for return within 7 calendar days after delivery if it is unused, uninstalled, unaltered and returned with original accessories, certificates, labels and protective packaging. Contact us before sending any item. Returns sent without authorisation may be delayed or refused where we cannot identify the order or verify safe return conditions.

3. Damaged, Defective, Wrong or Incomplete Orders

Contact us as soon as possible and preferably within 48 hours of delivery if an item is broken, damaged in transit, defective, wrong, materially different from the description, counterfeit, or missing a paid component. Provide the order number, a clear description and available photographs or video of the outer package, label, internal packaging and item. This evidence helps determine transit damage and arrange a prompt remedy. Failure to create an unboxing video does not automatically defeat a genuine legal claim.

After verification, we will provide an appropriate remedy, which may include replacement, repair where suitable, collection and refund, partial refund with your agreement, or another remedy required by law. Return shipping for a verified damaged, defective, wrong or misdescribed item will be paid or arranged by us.

4. Handcrafted Characteristics That Are Not Normally Defects

Reasonable handmade variations in shade, polish, patina, texture, stone grain, carving, minor measurement or weight are part of handcrafted production and are not normally treated as defects. Natural oxidation of brass after delivery and damage caused by improper cleaning, moisture, chemicals, impact, heat, installation or storage are not manufacturing defects. A variation is not protected by this clause if the item is materially inconsistent with its description or agreed custom specifications.

5. Items Not Eligible for a Change-of-Mind Return

The following are not eligible for a voluntary change-of-mind return:

·        Customised, personalised, made-to-order or specially procured items after production begins.

·        Items that have been used, installed, altered, polished, repaired, cleaned with chemicals or damaged after delivery.

·        Items returned without important components or in packaging that is insufficient for safe transit, where the deficiency was caused after delivery.

·        Gift cards or digital vouchers, if offered.

·        Items expressly marked final sale or clearance before purchase, where such restriction is lawful.

These exclusions do not apply where the item is damaged, defective, wrong, counterfeit, materially misdescribed or otherwise subject to a mandatory legal remedy.

6. Return Request and Approval

Email divyashilpindia@gmail.com or call +91 9273037132 with the order number, item, reason and supporting evidence. If eligible, we will issue return instructions and, where available, arrange reverse pickup. Keep the item securely packed until collection. Do not send a fragile item by an unapproved method without written agreement, because inappropriate packaging or transit may cause further damage.

7. Return Shipping Costs

We will bear reasonable return-shipping costs for a verified damaged, defective, wrong, counterfeit or materially misdescribed item, or where the return is caused by our error. For an approved change-of-mind return, the customer may be responsible for the actual reverse-shipping cost, which will be disclosed before the return is confirmed. The original standard shipping charge, if any, will be refunded where required by law or where the whole order is returned because of our breach.

8. Inspection and Resolution

Returned items are inspected after receipt. We will communicate approval, any reasonable concern and the proposed remedy. A deduction may be made only where legally permitted and reasonably reflects loss caused after delivery, such as missing parts or customer-caused damage. No deduction will be made for ordinary inspection necessary to determine the nature and characteristics of the product.

9. Replacements

A replacement is subject to stock availability. If the same item is unavailable, we may offer an equivalent item or a refund; you are not required to accept a materially different substitute. A replacement will be shipped after the claim is verified and, where applicable, the original item is collected or otherwise accounted for.

10. Refund Timing and Method

Once a refund is approved, we aim to initiate it within 7 business days to the original payment method. Banks, card networks, UPI apps and payment providers may require additional processing time. We will not issue store credit instead of money without your agreement, except where the original purchase was made with a gift card or store credit and law permits the same method to be used.

11. Missing Refunds

If an approved refund has not appeared after the stated processing period, first check with the bank or payment provider and then contact us with the order number and refund confirmation. We will provide available transaction details and assist with tracing the refund.

12. Refusal of Delivery

Do not refuse delivery solely because the outer package has a minor mark if the parcel can be inspected safely. A visibly crushed, opened or severely tampered package may be refused after noting the reason with the courier. If delivery is refused for a valid defect or transit concern, contact us immediately. A customer who refuses a conforming order without a valid reason may be responsible for a disclosed and reasonable return-to-origin cost, subject to applicable law.

13. Contact for Returns and Refunds

Email: divyashilpindia@gmail.com

Order-related phone: +91 9273037132

Address for approved returns only: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India

Do not send a return to this address until return instructions have been issued.

 

Shopify page: Settings > Policies > Contact information  |  Effective date: 30 July 2026

Business Identity

Legal operator: [INSERT FULL LEGAL NAME]

Trade name: Divyashilp

Entity type: [INSERT SOLE PROPRIETORSHIP / PARTNERSHIP / LLP / PRIVATE LIMITED COMPANY / OTHER]

GSTIN: [INSERT GSTIN, IF APPLICABLE]

PAN/CIN/LLPIN: [INSERT APPLICABLE IDENTIFIER]

Website: www.divyashilpindia.com

Principal business address: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India

Customer Care

Order-related issues: +91 9273037132

Bulk orders and customisation: +91 9822728443

Email: divyashilpindia@gmail.com

Hours: Monday-Saturday, 10:00 a.m.-5:00 p.m. IST, excluding public holidays and announced closures

Grievance Officer

Name: [INSERT FULL NAME]

Designation: Grievance Officer / [INSERT ACTUAL DESIGNATION]

Email: divyashilpindia@gmail.com

Telephone: +91 9273037132

Postal address: K 63 Kamptee Road, Khasra, Nagpur, Maharashtra 440026, India

How to Submit a Complaint

Send your name, order number, contact details, a clear description of the issue, the remedy requested and available supporting material. Use the subject “Consumer Grievance” for a general complaint or “Privacy Request” for a personal-data matter. Do not email passwords, PINs, OTPs or complete card details.

Response Time

We aim to acknowledge a consumer complaint within 48 hours and resolve it within one month from receipt. Complex matters may require information from a courier, payment provider or manufacturer; we will keep you reasonably informed. This service standard does not reduce any shorter or additional period required by applicable law.

Escalation

If a complaint remains unresolved after a reasonable opportunity for internal redressal, a consumer may use remedies available under the Consumer Protection Act, 2019, including the National Consumer Helpline and the competent Consumer Disputes Redressal Commission. Nothing here prevents a person from approaching a regulator, court or authority that has jurisdiction.

 

Website Compliance and Publication Checklist

This checklist is operational guidance and is not part of the customer-facing policy text unless stated otherwise.

A. Footer and Contact Pages

·        Display the full legal name of the e-commerce entity, trade name, principal address, website, customer-care email and telephone number.

·        Display the Grievance Officer’s full name, designation, address, email and telephone number.

·        Display GSTIN and other registration identifiers where applicable.

·        Keep Privacy, Terms, Shipping, Refund and Contact/Grievance links visible from every page, including checkout where the platform permits.

·        Remove all unresolved placeholders, including “[LINK]”, and repair broken text on the current Terms page.

B. Product Pages

·        Use accurate titles, images and descriptions. State material (brass, stone or resin), dimensions, approximate weight where relevant, finish, included components and care instructions.

·        Clearly disclose the selling price, MRP where legally required, taxes and any other charge before purchase.

·        Display country of origin and manufacturer/packer/importer name and address where applicable.

·        For pre-packaged commodities, display the declarations required by the Legal Metrology (Packaged Commodities) Rules that apply to the package and e-commerce listing.

·        State stock or made-to-order status, estimated dispatch time, delivery estimate and return eligibility.

·        Avoid unsupported claims about spiritual, medical, health, financial or supernatural outcomes.

·        Do not use copied product photographs or text without permission.

C. Checkout and Consent

·        Show the final payable price and all charges before the customer confirms the order.

·        Do not use pre-ticked boxes to record purchase or marketing consent.

·        Keep marketing consent optional and separate from information necessary to fulfil the order.

·        Provide a working link to the Terms, Privacy, Shipping and Refund policies before purchase.

·        Do not use dark patterns such as false scarcity, fake countdown timers, hidden fees, forced additions, disguised advertisements or obstructive cancellation.

D. Orders and Customer Service

·        Issue an order confirmation and tax invoice where applicable.

·        Maintain a complaint ticket or traceable email record and acknowledge complaints within 48 hours.

·        Aim to resolve complaints within one month and keep evidence of communications.

·        Process accepted refunds promptly and retain payment-provider references.

·        Train staff not to request OTPs, PINs or unnecessary personal data.

E. Privacy and Security

·        Map every app, pixel and integration that receives customer data, including Shopify apps, analytics, advertising, WhatsApp, email, payment and courier tools.

·        Disable unused apps and limit permissions to what is necessary.

·        Use strong unique passwords, multi-factor authentication and role-based staff access.

·        Provide a cookie preference mechanism where non-essential cookies require consent.

·        Document data-retention periods, deletion handling, breach response and privacy-request handling.

·        Use a separate consent record for promotional email, SMS or WhatsApp messaging.

Recommended Shopify Publication Order

1.        Complete the legal-identity and Grievance Officer fields in this document.

2.        Replace the existing Refund policy with the Cancellation, Returns, Replacement and Refund Policy.

3.        Replace the existing Shipping policy with the Shipping and Delivery Policy.

4.        Replace the existing Terms of service in full; do not paste the new copy beneath the broken current text.

5.        Replace or revise the Privacy policy with the India-focused version after checking all installed Shopify apps and marketing tools.

6.        Replace the Contact information page and also display the Grievance Officer details prominently in the footer or a dedicated grievance page.

7.        Review every product page and checkout flow against the checklist above.

8.        Test the policy links, contact email, telephone numbers, refund process, unsubscribe link and cookie controls on mobile and desktop.

 

Drafting Basis and Legal Notes

This draft was prepared for an India-based direct-to-consumer inventory e-commerce website. It is designed to support, but cannot guarantee, compliance. The business must ensure that actual practices match the published wording.

Key Legal Points Reflected

·        The Consumer Protection (E-Commerce) Rules, 2020 require prominent legal identity, principal address, website and customer-care/grievance contact details; an adequate grievance mechanism; acknowledgement within 48 hours; and redressal within one month.

·        E-commerce consent for purchase should be explicit and affirmative rather than recorded through a pre-ticked checkbox, and accepted refund requests should be effected within a reasonable period.

·        Sellers must not refuse required remedies where goods are defective, deficient, spurious, not as advertised or unjustifiably late, subject to the rules and force-majeure qualification.

·        The Digital Personal Data Protection Act, 2023 and Digital Personal Data Protection Rules, 2025 have staged commencement dates. This privacy draft anticipates the core notice, consent, purpose limitation, rights, grievance, security and breach-response framework so the website can prepare before the remaining provisions commence.

·        The Legal Metrology (Packaged Commodities) framework may require mandatory declarations on packages and corresponding e-commerce listings. Applicability and exact declarations should be checked for each SKU and packaging format.

Official and Primary References