OR

YOU CAN DROP US A MAIL AT info@shivra.net AND YOU WILL GET A REVERT WITHIN 24 WORKING HOURS. 

RETURN POLICY FOR INDIAN CUSTOMERS FOR ONLINE PURCHASES

We have 7 DAYS NO QUESTION ASKED RETURNS POLICY. In case of defected/damaged product, complaint should be raised within 24 hours of delivery of product. Items to be returned must be unused, unworn, unwashed and undamaged & Tags intact. Return items will only be accepted in their original packaging, including: hangers, polyester bags, hang tags on garments, shoe boxes or dust bags. Any items that have been damaged, soiled or altered will not be accepted and will be sent back to the customer with shipping charges.

RETURNS BY INDIAN CUSTOMER

1. If the customer is unsatisfied with the product delivered then he/she needs to mail us at support@theloom.in within 7 days from the date of receiving the parcel. The Loom will arrange a pick-up from your place (reverse pick-up may not be available on selected pin -codes). We have two options for processing such returns :-
   1. Store Credit – We add amount equal to the product value to your ‘ Shivra Account ‘ . You can use this credit amount when you reach the cart/payment page of the website during your next purchase with us. Store Credit will be issued only after we receive back the product and validate the return. Store credit once issued canot be refunded back in Bank/Card/Wallet etc. Store Credit has no expiry.
   2. Bank Refund – We refund the amount minus $. 10/-(adjusted towards shipping & re-stocking charges) per product in your bank account. We need following bank details – Name, A/c no., IFSC Code, Bank,Branch to process the refund. Any shipping charges applied in the order will be non-refundable, only product value is eligible for refund.
2. If the return is due to an error on our part (incorrect item sent, damaged/defective product), we will replace the product or reimburse the full invoice value as per customer demand.
3. Refund process (if customer requests for refund) will start only after we receive back the product and validate the return.
4. In case pickup facility is not available on the provided pin code, customer has to ship the product back to The Shivra office at her/his own risks, costs & responisbility within 7 days of receipt of the product.

Post receipt of the return package, we will proceed to inspect the same. In case a reverse pick-up is not done for any reason(due to any reason owing to customer or the courier company’s mistake), responsibility lies on the customer to contact The Loom to arrange for the pick-up again. Failure to contact The Loom timely to arrange the reverse pick-up again may lead to rejection for exchange/return request. Return requests will only be entertained if the customer has accepted only untempered package.

Once approved as an eligible return, we will issue your refund or store credit (as the case may be) of the appropriate amount within 10 days. If however the return is found not eligible for refund, we will courier the same back to you. In either scenario your return issue will be closed within 20 days of our receiving of the return package from you. The Loom will not be liable for any damage that happens during return shipping.

The customer agrees not to dispute the decision made by The Shivra and accept The Shivra’s decision regarding the return validation that is – if the product is valid to be accepted as return or not. Non-Valid return will be sent back to the customer and the customer will be blacklisted for future purchases. Repeated refusal of COD orders might lead to barring of COD facility without any intimation. For repeated return of products from a customer i.e. more than 50% of the delivered products, the customer will be intimated that future orders on non-cancellation and non-return basis. Afterwards, all future orders will be processed on mentioned conditions.

Items to be returned must be unused, unworn, unwashed and undamaged. Return items will only be accepted in their original packaging, including: hangers, polyester bags, hang tags on garments, shoe boxes or dust bags. Any items that have been damaged, soiled or altered will not be accepted and will be sent back to the customer.No returns, refunds or exchanges will be accepted for the following items:

1. Custom made products/Products personalised to your requirement
2. Accessories
3. Home Décor
4. Handbags
5. Jewellery
6. On the products with which it is specifically mentioned that it is not eligible for return/exchange.

Refunds are made as follows:

1. If the payment was made in cash then the refund is made in the form of a bank transfer.
2. If the payment is made using a credit/debit card (or any form of net banking) then the amount is credited back to the same account/card from which the payment was made.

CANCELLATIONS BY INDIAN CUSTOMER

If unfortunately you have to cancel an order, please do so within 24 hours of placing the order by contacting us at info@shivra.net.

1. If you cancel your order within 24 hours, we will refund the full amount to the card used for making the payment.
2. No request for cancellation will be entertained after 24 hours of placing the order.

The customer agrees not to dispute the decision made by The Loom and accept The Loom’s decision regarding the cancellation.

In case prepaid package is not accepted by customer and returned to The Loom by courier company, it can only be refunded after deduction of Rs.200 as shipping charges.

INTERNATIONAL CUSTOMERS

RETURNS BY INTERNATIONAL CUSTOMER FOR ONLINE PURCHASES
In the unfortunate event of you returning The Shivra’s products, here is our policy on returns by International customers:

1. Products that are eligible for return, can be returned within 7 days of receiving the merchandise. In case of products ineligible for returns, it is mentioned in that particular product details. All form of Jewelry is ineligible for returns.
2. Not all products are eligible for returns. Please make it a point to understand which products are eligible for returns before purchasing. In case of products ineligible for returns, it is mentioned in that particular product details.
3. The Shivra team must receive and approve your return request. Once your request is received and approved, you will be asked to ship across the products to Surat, India. Return Address will be confirmed to you by mail only.
4. Responsibility of the safety of the product returned by the customer lies with the customer only. The Shivra will not be held responsible for the damage caused during the transit of the product from the customer to The Loom return address.
5. Once returns are received by us and clear quality checks, you can choose to receive store credit or get a refund on your original credit or debit card used for payment. A deductable re-stocking fee of $ 25/- will be applicable for all the returns.
6. In the unlikely event that your merchandise arrives damaged or you receive the wrong product, you should email us at info@shivra.net a photo of the damaged product with. You must email us about any damaged items in your shipment within 48 hours of receiving your order. In such cases, we offer a full refund.
7. We aim to process all returns within one (1) week. If you have any questions about your return, feel free to reach out to us at info@shivra.net and you will get a response within 24 hours.
8. All Custom Duties levied for return of the product will be borne by the customer.
9. All returns are subject to the discretion of The Shivra.

For Exchanges by international customers, the above return policy is applicable. Any other questions or clarifications, please contact us at info@shivra.net

CANCELLATIONS BY INTERNATIONAL CUSTOMER

If unfortunately you have to cancel an order, please do so within 24 hours of placing the order by contacting us at info@shivra.net.

1. If you cancel your order within 24 hours, we will refund the full amount to the card used for making the payment.
2. No request for cancellation will be entertained after 24 hours of placing the order.

CANCELLATION BY THE SHIVRA

Please note that there may be certain orders that we are unable to accept/fulfill and must cancel. We reserve the right at our sole discretion to refuse or cancel any order for any reason. Some situations that may result in your order being cancelled include limitations on quantities available for purchase inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after your credit card has been charged the said amount will be reversed back in your Card Account.

The customer agrees not to dispute the decision made by The Loom and accept The Shivra’s decision regarding the cancellation

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