At Horocosmo (“we”, “our” and “Platform”), we are committed to maintaining the highest standards of product quality and service integrity. This policy outlines the terms and conditions governing refunds, returns, and replacements for both physical products and astrology consultations conducted via text or call.
Section A: Refund, Return & Replacement Policy for Products
1. Eligibility for Returns and Replacements
1.1. Customers may request a return or replacement within 7 days from the date of delivery if any of the following conditions apply:
- The product received is defective or damaged.
- An incorrect item was delivered.
1.2. To be eligible, items must be:
- In unused condition.
- In the original packaging.
- Accompanied by all original tags and labels.
- A videographic/photographic evidence is required to process any such request
- Note - The platform (including its official website and mobile application) may feature links, redirects, or integrations with third-party platforms or affiliated websites that offer related services or products for purchase. Any transactions conducted on external websites—including but not limited to product purchases, service bookings, or consultation access—shall be governed by the terms and policies of the respective third-party platform.
2. Non-Returnable Items
2.1. Returns or replacements will not be accepted in the following cases:
- The item has been used, damaged, or tampered with by the customer.
- The return request is made after 7 days of delivery.
- Claims are made based on perceived ineffectiveness or subjective results, particularly in spiritual or wellness categories.
- Services that have been duly received by the User
Note: Due to the spiritual nature of certain products, effectiveness can vary significantly by individual. Such cases are not eligible for return or replacement.
3. Return & Replacement Process
3.1. Initiation
Customers must contact our support team at care@horocosmo.com with the following details:
Customers must contact our support team at care@horocosmo.com with the following details:
- Order number
- Images or videos showing the issue
- Brief description of the defect or error
3.2. Approval
The team will review and respond within 2 business days. If approved:
The team will review and respond within 2 business days. If approved:
- A prepaid shipping label will be issued.
- Return instructions will be shared.
3.3. Shipping
Customers must:
Customers must:
- Securely pack the product.
- Affix the provided label.
- Drop off the package at the designated courier center.
3.4. Refund Processing
Upon receipt and inspection of the returned item:
Upon receipt and inspection of the returned item:
- Refunds will be issued within 5–7 business days to the original method of payment or the user wallet on the platform as deemed fit by the User.
3.5. Replacements
If a replacement is requested and approved:
If a replacement is requested and approved:
- The new item will be dispatched within 4 business days of receiving the returned product.
4. Product Quality & Authenticity
4.1. All products are 100% authentic and sourced from verified suppliers.
4.2. Each item is subjected to strict quality control procedures before shipment.
4.3. However, no guarantees are made regarding spiritual or subjective outcomes, as these can vary by individual and context.
Section B: Refund Policy for Astrology Consultations (Text & Call)
1. Scope & Applicability
1.1. This policy applies to astrology consultations conducted through text, voice, or call channels on the Horocosmo platform.
2. Eligibility for Refund
2.1. Refund requests must be submitted within 2 days (48 hours) from the time of the consultation.
2.2. Requests must include:
- Consultation ID
- Date/time of session
- Specific reason for dissatisfaction or error
2.3. No refund requests will be considered after the 48-hour window. This will be deemed as the user’s acceptance of the service.
3. Verification & Decision Process
3.1. The complaint will be reviewed by the internal team within 2 working days.
3.2. Verification includes:
- Analysis of communication logs
- Review of consultation content
- Assessment of the validity of the refund claim
3.3. Refund decisions will be communicated promptly. The decision of the Platform shall be final and binding.
4. Refund Modes
4.1. If approved, refunds will be processed either:
- To the customer’s wallet on the platform, or
- To the original payment source, as per user preference
4.2. Refunds will be initiated within 3-4 business days of claim approval.
5. Consent for Call Recording
5.1. By using the consultation services, the user explicitly consents to the recording of calls and communication.
5.2. These recordings will be used solely for:
- Quality assurance
- Internal training
- Validation of refund or service-related disputes
5.3. Recordings are securely stored and accessed only by authorized personnel for legitimate purposes.
Section C: Contact Information
For any assistance regarding refunds, returns, or replacements, please contact:
Email: care@horocosmo.com
Support Hours: Monday to Saturday, 10:00 AM to 6:00 PM (IST)
Our dedicated customer support team is available to assist you with any queries related to your orders or consultations.
Final Provisions
- This policy is subject to change at the discretion of Horocosmo management.
- It is the customer’s responsibility to review the policy before making a purchase or booking a consultation.
- Use of the platform constitutes acceptance of the terms outlined above.
Support
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