Refund, Returns and Exchanges Policy

At Viivya, we understand that jewellery is a personal choice. Sometimes you may change your mind after receiving your order, and that is completely understandable. We want you to feel confident about every purchase you make with us. If you decide that the product is not right for you, we offer a simple return process where eligible returns are issued as a refund coupon code that can be used for a future purchase.

Return process

Step 1. Inform us
Please email us at info@viivya.co.in within 48 hours of receiving your order. Share your order details, the product name and clear images of the product. Once your request is reviewed and approved, you may proceed with the return.

Step 2. Return the product
After receiving approval, the product must be shipped back to us within 5 days. The product should be unused and returned in its original condition along with all original packaging. Return shipping charges will be borne by the customer. We request you to use a reliable courier service and share the tracking details once the product has been shipped. Products returned without original packaging or received in damaged or used condition will not be eligible for a refund.

Step 3. Refund
Once we receive the returned package, we will confirm receipt within 24 to 48 hours. After a quality check, the applicable refund amount will be issued in the form of a refund coupon code as per the policy below.

Order cancellation

Orders are generally processed within two hours of placement. Orders can only be cancelled until they are shipped from our warehouse. For cash on delivery orders, confirmation will be taken before shipping.

Prepaid orders cancelled before dispatch can be refunded either as a refund coupon code or to the original payment method. A deduction of 5 percent will be applied towards payment gateway charges for refunds made to the original payment mode.

Refund policy

Mode of refund

All refunds are issued only as a coupon code. The coupon code is valid for one year from the date of issue and can be used once for a future purchase.

Applicable deductions

A deduction of Rs. 250 will be applicable towards forward and reverse shipping charges in case prepaid orders are not accepted and returned to our warehouse.

If shipping charges were waived as part of an offer, Rs. 125 towards shipping from our warehouse to the customer will be deducted while processing the refund coupon code.

For prepaid transactions where cancellation is requested after payment confirmation, payment gateway charges of 5 percent will be deducted if the refund is requested to the original payment method.

Token amount paid for cash on delivery orders is non refundable if the order is not accepted or is returned to our warehouse. If the token amount paid exceeds Rs. 250, the remaining amount will be issued as a refund coupon code.

No bank transfer or refund to source will be provided for undelivered or refused packages.

Coupon code conditions

Only one coupon code can be applied per order. Orders placed using a refund coupon code cannot be combined with any other offer code. If an order placed using a refund coupon code is not accepted, the original coupon code will expire and cannot be reissued. A maximum of two refund coupon codes can be issued against the value of the original order.

Eligibility for returns

All products sold on our website are eligible for return against a refund coupon code provided they are unused and returned with original packaging.

Products that are damaged, used or returned without original packaging are not eligible for refunds. Such products can be shipped back to the customer at an additional shipping cost of Rs. 125 or collected in person from our warehouse.

Return requests not raised within 48 hours of delivery or products not received by us within 5 days of approval will not be eligible for returns.

All products undergo multiple quality checks before dispatch. In case the quality does not meet personal expectations, monetary refunds are not provided.

Refund timeline

Refund coupon codes are issued within three working days from the date we receive and approve the returned products or confirm cancellation of eligible orders. The refund coupon code can be used only when no other offer code is applied to the new order.

Damaged product received

All Viivya products go through a three level quality check and are packed carefully. In rare cases, if a product is damaged during transit, please follow the steps below.

Inform us within 48 hours by emailing info@viivya.co.in along with an unboxing video or clear images showing the issue.

Once approved, a reverse pickup will be arranged for orders delivered within India. If pickup is unsuccessful due to unavailability of the package, the product will need to be shipped back by the customer.

After inspection, we will either ship a replacement subject to availability or issue a refund coupon code equal to the product value. Monetary refunds are not provided in damage or replacement cases.