The terms "The Platform", "Company", in the following, refer to "Zvetya Lifestyle".

​

Returns​

​​

All Products ordered from the Platform and successfully delivered to the User may be returned in accordance with the terms contained herein or displayed on the Platform. However, no Products will be accepted if (a) the Products have been damaged by the User, (b) if there is a change in the quality, quantity or other characteristics of the Product, (c) if the product returned is not the Product that was delivered, (d) any other circumstances that the Platform may notify or deem appropriate from time to time.

• In case of returns/Exchange:

  • Return/Exchange should be initiated within 5 days of order delivery or such other time-period as may be communicated to you.

  • The tags on the product should be intact.

  • The Product should not be opened, should be unused and in an undamaged condition.

  • The item needs to be returned along with the original packaging.

• If the user wants to return the product within 5 days from the delivery date and does not offer pickup of the items, then the user can return the package using any courier service of his/her choice.

• Estimated refund of Courier Charges will be communicated to the user depending on the Product.

• In case of return initiated and subsequently couriered by the User himself/herself, and if it is found that the claimed shipment was not delivered to the Platform or the shipment was empty, the onus shall be on the User to prove through presentation/submission of Proof of Delivery (PoD) from the concerned logistic service provider to establish his/her claim of return. However, non-receipt of Product by Company may lead to no refund/exchange being issued to the User. The User waives any claims against Company in this regard. 

• Refunds for courier charges, if any, shall be against a valid RVP slip/written confirmation from the courier company that the RVP has been done for a particular shipment/order.

• In case of any discrepancy in the status of reverse pick up of a Product, (where the Users claims the Product has been returned, while our system suggests otherwise) refund will be initiated only if the Users successfully furnishes the RVP slip given at the time of the pick-up.

• The Platform will not be liable for the products returned by mistake. In circumstances where a product not belonging to the Platform is returned by mistake, the Platform is not accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

• Size exchange can be availed only once at the special price of an item. Please take note that this is applicable only on Products that are exchangeable, as mentioned on the product page.

• New products can be exchanged with a different product also, provided the new product selected by the user is returnable and exchangeable.

• Once returned or in case the User does not receive the delivery within the time period agreed the User will be entitled to claim refund of the entire cost of the Product after adjusting relevant courier charges and such other charges that the Platform may at its own discretion deduct. In case a User does not raise a refund claim as per the Terms, the User shall be ineligible for a refund. In the event, the refund facility is not available in full or in part for certain Products, the User shall not be entitled to a refund in respect of such Products.

​

Refunds

​​

• All Products ordered by the User shall be eligible to be replaced in accordance with the replacement policy as indicated herein above. If the Product delivered is damaged, soiled or is different from the Product specifications mentioned on the Platform, the Platform will accept return or exchange of a Product only in accordance with the returns policy mentioned for the respective Product and hereunder.

• In case of Size Exchange, the differential amount, if any, shall be forfeited. This will apply irrespective of any increase or decrease in the price of the product being exchanged.

• Refunds, if any, shall be made at the same issuing bank through which the Product was purchased. For cash on delivery transactions, the User has the option to receive the refund in any bank account via NEFT (for which the User shall have to share the bank details) or, the refund will be credited to the wallet linked to his/her User account on the Platform.

• For payments made through electronic means like debit card, credit card, net banking, wallet etc. refund shall be made using the same payment mode.

• All refunds shall be made in Indian Rupees only.

• Any refunds, once approved, it may take 7-14 business days to reflect in your account

• The User acknowledges that the Platform will not be liable for any damages, interests or claims etc. resulting from non-processing an order or any delay in processing an order which is beyond control of the Platform.​

​

Cancellations

​

• To provide a safe and secure shopping experience, we regularly monitor transactions for fraudulent activity. In the event of detecting any suspicious activity, the Platform reserves the absolute right to cancel all past, pending and future orders without any liability. The Platform also reserves the right to refuse or cancel orders in scenarios like inaccuracies in pricing of product on Platform and stock unavailability. We may also require additional verifications or information before accepting any order. We may contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your card has been charged, the said amount will be reversed to your account. Any promotional voucher used for the canceled orders may not be refunded. Further, in case of suspicious transactions, the Platform reserves the right to inform law enforcement officials and provide them with all transaction details that may be requested for investigation of any illegal activity.

• Cancellations will only be considered if the request is made within 10 days of placing the order.
  However, cancellation requests may not be entertained if the orders have been communicated to
  such sellers / merchant(s) listed on the Platform and they have initiated the process of shipping
  them, or the product is out for delivery. In such an event, you may choose to reject the product at
  the doorstep.

  • In case of receipt of damaged or defective items, please report to our customer service team. The
    request would be entertained once the seller/ merchant listed on the Platform, has checked and
    determined the same at its own end. This should be reported within 10 days of receipt of products.

  • In case you feel that the product received is not as shown on the site or as per your expectations,
    you must bring it to the notice of our customer service within 10 days of receiving the product.
    The customer service team after looking into your complaint will take an appropriate decision.

  • In case of complaints regarding the products that come with a warranty from the manufacturers,
    please refer the issue to them.

  • In case of any refunds approved by Zvetya Lifestyle, it will take 10 days for the refund to be processed to you

• The User may be considered fraudulent if inter alia any of the following scenarios are met:

  • User doesn't reply to the payment verification mail sent by Company;

  • Users fails to produce adequate documents during the payment details verification;

  • Misuse of another User's phone/email

  • Users uses invalid email and phone number;

  • Overuse of a voucher code

  • Use of a special voucher not tagged to the email ID used.

  • Users returns the wrong product

  • Users refuses to pay for an order

  • Users is involved in the snatch and run for any order

• The User may be considered loss to business if any of the following scenarios are met:

  • User with a very high return rate

  • Invalid/Incomplete address cases

  • Repeated request for monetary compensation for petty issues

• Account for the Users falling in fraudulent or loss to business category may be blocked. Any credits earned through loyalty or referral program will be forfeited in such cases.

• The Platform may cancel any orders that classify as 'Bulk Order' under certain criteria at any stage of the product delivery. An order can be classified as 'Bulk Order' if it meets with the below mentioned criteria, and any additional criteria as defined by the Platform:

  • Products ordered are not for self-consumption but for commercial resale

  • Multiple orders placed for same product at the same address, depending on the product category

  • Bulk quantity of the same product ordered

  • Invalid address given in order details

  • Any malpractice used to place the order. 

• Any promotional voucher used for placing the 'Bulk Order' may not be refunded

• If a User raises a complaint for partial item/partial order:

  • The Users is supposed to claim for pilferage within 48 hours of delivery failing which the claim will not be entertained.

  • An Email will be sent seeking/providing following information:

    1. Short description of the case (A few questions will be asked to help us understand the scenario).

    2. The snapshots of the packet and other box(If any)(Try to cover the sides which look tampered/damaged as per the Users)

  • The refund for prepaid orders will be done after investigation

• The Users may not be liable for a refund if he/she falls in any of the scenarios stated below:

  • Users fails to provide adequate information about the case

  • Users fails to provide snapshots of the packet and box(if any)

• If an opened delivery was received, pilferage claims must be made the same day

• Users must not dispose of the packaging for 3-4 days post-delivery. We might need to pick-up your packaging for investigation at our end.

​

​