Refund policy
Any return/exchange request should be raised within 48 hours of receipt of the product for online delivery orders and within 24 hours for store pickup orders/items.
To be eligible for a return/exchange, the product must be returned in the same condition that you received it, unworn or unused, with tags, and in its original packaging including the outer courier cover. You’ll also need the receipt or proof of purchase.
Returns
At this moment, we do not accept return of product unless it is damaged on receipt or a wrong product is shipped.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the product is defective, damaged or if you receive the wrong product, so that we can evaluate the issue and make it right.
An unpacking video showing the damage at the time of receipt is necessary to accept the return/exchange.
Exchanges
We support exchanges for size/fit issues at a nominal cost to compensate for the logistic charges. At this moment, each product to be exchanged within India is charged INR 70. In the absence of the required size of the product, you will be credited with a credit note or points that can be used in future purchases.
Return/Exchange Initiation
To initiate a return/exchange, please contact us at support@tvahra.com with the order details, the reason for return/exchange and supporting photos/video. For exchanges, please share the required size details or the product page link. For COD orders, share the UPI or bank account details to which the refund needs to be initiated.
Products sent back to us without first requesting a return will not be accepted or refunded.
Upon receiving your return/exchange request, we shall verify the authenticity and the nature of the request and if the request is genuine, we will arrange for pick-up of the product through an assigned logistic service provider and your refund to be processed upon the receipt and quality check of the returned product. It may take a minimum of 5 to 7 business days to process your initial request for return/exchange of products. You will receive an email or SMS notification at your email address or mobile number provided to us.
For exchanges, we will share the details for the payment of the exchange processing fee mentioned in the “Exchanges” section and any incremental price difference of the replacement product. Your exchange will be initiated upon receipt of this payment.
We reserve the right to reduce any credit or loyalty points in the event of any excess dues or fraudulent activities.
Return/Exchange Process
If your return/exchange is accepted, you will need to hand over the product to the assigned logistics service provider at the time of pick-up. In the event the logistic service provider makes attempts to pick-up the product and you are unavailable or not ready to handover the product, we or logistics service provider will not be held responsible for the delay in pick-up or processing of the quality check by us and hence the refund. A maximum of 2 attempts will be made by the logistics service provider to pick-up the product to be returned.
Pickup will be from the same address at which the product was initially delivered.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-20 business days. Refund of orders placed using Cash on Delivery as the payment method will be made to your bank account via NEFT or to your wallet/points account depending on our discretion.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 20 business days have passed since we’ve approved your return, please contact us at support@tvahra.com.
In case of any discrepancy in the status of pick-up of a product arranged by us, (where you claim the product has been returned, while our system suggests otherwise) refund will be initiated only if you successfully furnish the courier slip given by our assigned logistics service provider at the time of the pick-up.
Exceptions / Non-Returnable products
Certain types of products cannot be returned, like custom products (such as special orders or personalized products), personal care goods, individual product that is part of a set, products purchased on Sale and gift cards.
Cancellation of Return Request
A request for return once made can be cancelled by contacting support@tvahra.com. In case the Logistics Service provider arrives to receive the shipment and you want to cancel the request, you may choose to inform the logistics service provider that you do not wish to return the product. You will receive an email or SMS notification at the email address or mobile number provided to us cancelling your return request.
Refusal of Return Request
We reserve the right to refuse or cancel any return request. If the request for returns is not allowed as per the Returns Policy, you will not be refunded the payment made or any costs and will not be able to raise a second request for return for the same product. Our decision regarding the refusal or cancellation shall be final and binding on the parties and you further agree not to hold us liable for any refusal or cancellation.
Frivolous Complaints
In the event of frivolous or baseless complaints or requests regarding the quality or content of the products, we reserve the right to take necessary legal actions against you and you will be solely liable for all costs incurred by us in this regard.
You can always contact us for any clarification at support@tvahra.com.