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Return and Refund Policy

Effective Date: July 8, 2025

This Return and Refund Policy outlines the conditions under which Zivyaa (“we”, “us”, “our”) accepts returns, provides replacements, or processes refunds for purchases made through our website: https://zivyaa.in. By placing an order on our platform, you agree to the terms stated herein.

1. Scope of Policy

This policy applies to all retail products sold on our website, including but not limited to:

  • Bangles

  • Chudi/Churi sets

  • Other traditional ethnic accessories

Due to the nature of these items, including hygiene, personalization, and high risk of tampering or misuse, we maintain strict return and refund conditions.

2. Non-Returnable Items

The following items are not eligible for return, replacement, or refund under any circumstance:

  • Products that have been used, worn, handled, or tried on

  • Items damaged after delivery due to customer mishandling

  • Custom-sized or made-to-order bangles

  • Products purchased during sales, promotions, or clearance

  • Items without original tags, seals, packaging, or invoice

  • Returns initiated for reasons such as dislike, change of mind, or personal preference

3. Valid Grounds for Return or Replacement

Returns or replacements will be accepted only under the following conditions:

  • The item received is damaged or defective at the time of delivery

  • The item received is incorrect (wrong size, product, or quantity)

  • The item is missing from the package or not delivered

Claims for return or replacement must be raised within 48 hours of product delivery. Beyond this window, no request will be considered.

4. Proof Required for Return or Refund Requests

To be eligible for return, replacement, or refund, the following documentation is mandatory:

  • A video clearly showing the unboxing of the package, from seal break to item inspection

  • Clear photographs of the received product, highlighting any damage or defects

  • Order ID and invoice copy

  • Description of the issue and specific request (return, replacement, or refund)

Claims without an unboxing video will be rejected without exception. This requirement is to prevent fraudulent or invalid claims.

5. Replacement Procedure

Once your claim is reviewed and approved:

  • A replacement of the same product will be shipped to you, subject to stock availability

  • If the product is out of stock, you may choose between store credit or a refund, as applicable

  • Exchanges for style or size are not permitted, unless the error was ours

6. Refund Eligibility and Process

Refunds are only processed under the following conditions:

  • The received product is defective, and no replacement is possible

  • The wrong product was sent, and replacement is unavailable

  • The order was prepaid and canceled before dispatch

  • The product was lost in transit

Once a refund is approved:

  • Prepaid orders will be refunded to the original payment method (UPI, card, wallet, etc.)

  • COD orders will be refunded via UPI or bank transfer

  • Refunds are processed within 7 to 10 business days from approval

Refunds will not be issued before product pickup (if required) and successful quality inspection.

7. Return Shipping Conditions

If the return is approved:

  • We will attempt a reverse pickup through our courier partners

  • If reverse pickup is unavailable in your area, you will be required to self-ship the item

  • Reimbursement for self-shipping will be provided up to INR 70, subject to valid proof of courier receipt

All return shipments must be properly packaged to avoid transit damage. If the returned item is found to be damaged due to improper packing, the return will be rejected.

8. Legal Compliance

This policy is in accordance with:

  • The Consumer Protection Act, 2019 (India)

  • The E-Commerce Rules, 2020

  • The Information Technology Act, 2000 and associated IT Rules

Zivyaa reserves the right to amend this policy at any time to comply with legal requirements or business operations. Updates will be posted on the website with the effective date.

9. Misuse and Fraud Prevention

To maintain fairness and prevent abuse, Zivyaa reserves the right to:

  • Deny returns or refunds at its sole discretion

  • Restrict service to customers with a history of excessive, abusive, or fraudulent claims

  • Take legal action under the Information Technology Act or Indian Penal Code for intentional misuse

10. Contact Information

To raise a return or refund request, or for any query related to your order, please contact us within 48 hours of delivery:

Email: agulab75@gmail.com
Phone / WhatsApp: +91 88770 36178
Website Contact Form: https://zivyaa.in/pages/contact

Summary

  • Returns allowed only if item is damaged, incorrect, or missing

  • Claim must be made within 48 hours of delivery

  • Unboxing video and photos required — without exception

  • No returns for used or sale items

  • Refunds within 7–10 business days after approval

  • Shipping reimbursement of up to INR 70 if self-shipped