At JivaCasa (“we”, “us”, “our”), we aim to establish a seamless and transparent post-purchase experience. This Refund Policy outlines the criteria, process, timelines, and conditions under which customers may request refunds for products purchased through the JivaCasa website. Our framework prioritizes fairness, operational efficiency, and customer clarity.
We recommend reviewing this policy carefully before initiating any return or refund request.
1. Scope of This Policy
This Refund Policy applies exclusively to:
Physical products purchased directly through the JivaCasa website,
Orders delivered within India, and
Items returned in accordance with the processes defined below.
Refunds are authorized only after our quality assurance team completes verification and approves the condition of returned items.
2. Eligibility for Refunds
Refund eligibility depends on the nature of the issue. Below is a clear breakdown of return-qualifying scenarios.
2.1 Defective, Damaged, or Incorrect Products
You may request a refund or replacement if the delivered product:
- Arrives damaged due to transit conditions,
- Contains manufacturing defects,
- Is missing components or parts,
- Does not match the product ordered (wrong item), or
- Is materially different from the description or images presented on the website.
In such cases, our team may require supporting evidence such as:
Clear photos of the item,
Video unboxing (if available),
Images of packaging labels or damage.
2.2 Change of Mind / Non-Defective Returns
We understand that preferences may change. Non-defective returns (e.g., change of mind, dislike, incorrect self-selected size or color) are processed at JivaCasa’s discretion and subject to the following conditions:
- The product must be unused and in resale-ready condition,
- The customer is responsible for return shipping costs,
- Final approval is subject to inspection outcomes.
3. How to Initiate a Refund
To initiate a refund, send an email to support@jivacasa.com
within the return window. The email must include:
Your full name,
Registered phone number,
Order number,
Photo or video evidence (for damaged/defective items),
A brief description of the issue.
Once your request is logged, our support team will:
Review your submission,
Provide initial acknowledgment within 24–36 business hours, and
Share next steps, including pickup instructions when applicable.
4. Return Window & Item Condition
To qualify for a refund:
The return request must be submitted within 7 days from the date of delivery,
Returned products must be unused, unwashed, and undamaged,
Items must be shipped back in original packaging (including tags, stickers, manuals, and accessories),
Products with visible signs of wear, odors, misuse, or missing components may be rejected.
Products not meeting these conditions may not be eligible for a refund or may incur partial refund deductions.
5. Return Shipping & Associated Costs
5.1 When JivaCasa Covers Return Shipping
Return shipping charges will be borne by JivaCasa when:
- The product received is defective,
- The product is damaged in transit,
- The wrong product is delivered,
- There are missing components attributable to our team or vendor.
In such cases, we will coordinate courier pickup or provide shipping instructions if a pickup is not serviceable at your location.
5.2 When Customers Cover Return Shipping
Customers must bear return shipping charges when returning items for reasons such as:
- Change of mind,
- Wrong product selection (size/color/design),
- Personal preference issues.
Shipping costs are non-refundable unless the return is due to JivaCasa’s error.
6. Refund Processing Timeline
Once the returned item reaches our facility, it undergoes a standardized inspection procedure (typically 2–4 business days).
After inspection:
Approved refunds will be sent to the original payment method,
Refunds typically take 7–14 business days to reflect, depending on your bank or payment provider,
In case of partial approvals (e.g., missing accessories), the refundable amount will be adjusted accordingly.
You will be notified via email at each stage: return receipt, approval/rejection, and refund initiation.
7. Exceptions & Non-Returnable Cases
Refunds will not be issued for:
Items labeled “non-returnable” on the product page,
Products returned without original packaging,
Returns initiated after the 7-day window,
Items damaged due to customer misuse,
Products confirmed delivered but later reported as “not received,” unless validated by courier investigation.
Special or limited-edition items may have unique return restrictions as specified at purchase time.
8. Dispute Resolution & Escalation
If you believe your refund is delayed or has been incorrectly processed:
Email our escalation team at support@jivacasa.com
,
Include your order number and prior communication,
Our escalation desk will review and respond within 48 hours with a resolution path.
We aim to close all refund-related escalations in a timely and transparent manner.
9. Contact Us
For refund-related inquiries or assistance:
Email: support@jivacasa.com
Address: Phase IV, Gurgaon, Haryana – 132103, India
