Cancellations, Returns & Refunds Policy
Our return policy is very flexible and customer friendly, we try to accommodate our patrons as much as we can, we welcome replacements on the following terms -
As a policy, we do not entertain returns on products delivered in perfect, undamaged condition.
1. A wrong product has been dispatched and in the event that a product does not match the item selected during order confirmation.
2. If you identify quality or a manufacturing defect on the received product.
3. If the product is received in a damaged condition.
You can reach us at info@oiva.in
Breakages
In the case of breakage and any transit damage, please send a picture of the product via e mail mentioned below and it will be taken care of immediately.
Please consider these points: We will be requiring the original packaging with any foam and cushioning inside for its safe return journey of the product even if it is broken for our reference purpose.
Cancellation
As an organization, we believe in 100% customer satisfaction. In case you wish to cancel an order due to any reason write to us at info@oiva.in within 12 hours of ordering and we will be happy to assist you.
NOTE: Orders cannot be cancelled/altered after 12 hours of placing the order. Once an order is packed/shipped, it cannot be cancelled and will be treated as a return if there is non-acceptance. For COD orders, Oiva reserves the right to deny future orders.
For our products which are hand-made, there might be slight differences in texture, color and size. These natural aberrations are not considered a defect. We would urge our patrons to consider that for such products, the artisans are making each piece individually - the variations add uniqueness to each product.
1. Our return policy is applicable within 7 days from receipt of the product and applicable only for the following reasons: Damaged product, Manufacturing defect & incorrect product. The time frame starts from the date the product was delivered as per the confirmation received from our logistics team or courier partners. You can reach us at info@oiva.in
2. Please send us 2 images (one of the damaged part and one of the entire product) of the product for us to ascertain the reason for return. You can send us the images on info@oiva.in from where our Quality Assurance team will check the details in reference to its eligibility of return.
3. We will then get back to you with your Return Request Status within 2-3 days of receiving your request mail with pictures. Once your return request has been accepted, we will arrange a reverse pick up for the product in question. It usually takes about 2-3 working days for organizing a pickup and 7-10 days for delivery at our warehouse. Once the merchandise is back at our warehouse, our quality assurance team will check the merchandise and the refund process will get initiated within 2-3 days of receiving it. It will then reflect in your bank account.
4. Items purchased as final sale cannot be returned, exchanged, or repaired.
Refunds
Points to remember - Product must be returned with the original packaging, including the tags, barcodes, accessories, manuals, warranty cards, shipping label (pasted on the packet), invoice etc. The product should be unused and in the original condition.
Refunds All refunds will be processed within 2-3 days of receiving the merchandise back at our warehouse. The refunds can be made in form of Store Credits, Store Credits are the fastest way of refund, they are a form of money with no expiry date and no limitations on their usage and they are usually processed immediately on confirmation.
Prepaid orders will be refunded back directly into your account and COD orders will be refunded via NEFT transfer ( Please provide your account details for the same ) Please allow 5-6 days for the amount to reflect in your statements.