Returns and Refund Policy

What is this Return and Refund Policy?

2.1. In keeping with NYVA STORE goal of ensuring User satisfaction, this return and refund Policy (“Return and Refund Policy”), together with the Terms and conditions, sets out NYVA STORE procedures and policies in accepting Product returns, once a Product has been delivered to a User after purchase from the Platforms. Any return of Products by Users shall be governed by and subject to the terms and conditions set out under this Return and Refund Policy.

2.2. Users are required to peruse and understand the terms of this Return and Refund Policy. If you do not agree to the terms contained in this Return and Refund Policy, you are advised not to accept the Terms and Conditions and may forthwith leave and stop using the Platforms. The terms contained in this Return and Refund Policy shall be accepted without modification and you agree to be bound by the terms contained herein by initiating a request for purchase of Product(s) on the Platforms.

3. Terms of Return and Refund

3.1. If the User is dissatisfied with the purchased Product received from NYVA STORE, or in the event where there are defects and deficiencies in the Product (attributable to, and accepted by NYVA STORE after due verification at its sole discretion), a User may initiate a request for returning the Product on the Platforms. The User shall initiate such requests for a return not later than 3 (three) days from the date on which he/she received the delivery of the Product, in case of fashion and lifestyle Products. While raising a request for return on the Platforms, the User shall have the option to seek a refund of the money paid by him/her towards the purchase of the Product. The User will be required to produce a copy of the original invoice at the time of placing a request for return or exchange of Products. The User shall ensure that the Product(s) being returned comply with the conditions set out under this Return and Refund Policy and are, among other conditions, unused, unwashed, with price tags intact, all packaging material undamaged and unused. Such returned Product(s) should not carry stains, sweat, detergent, or body odour. NYVA STORE reserves the right to alter and enforce this Return and Refund Policy at any time without having to serve a prior notice on the User.

3.2. A User is permitted to fully or partially cancel orders prior to its dispatch from NYVA STORE. Upon successfully placing an order on the Platforms and after NYVA STORE has successfully handed over the Product(s) to its Logistic Partner (as defined in the Delivery Policy), the User will receive a unique tracking identity number, which will enable the User in tracking the status of delivery of the purchased Products. Prior to the dispatch of the purchased Products, should the User decide to cancel the purchase, the User can do so by referencing the unique tracking identity number received by the User and requesting NYVA STORE to process a cancellation by sending an email to support@NYVA STORE.com. In all events of cancellation, prior to the dispatch of the purchased Products, NYVA STORE shall initiate refunds within 2 (two) business days from the date on which it received the request from the User. The refund will reflect in the User’s bank account and/or the User’s NYVA STORE Wallet (as defined in the Fees and Payments Policy) which shall be decided as per the sole discretion of NYVA STORE and within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which NYVA STORE initiates the refund. All refunds shall be subject to applicable charges as may be deducted by the User’s bank or the reverse logistics partners or NYVA STORE.

3.3. If a User has purchased Products which form a part of a package of other Products, or if the Product forms a part of a promotional package (collectively, the “Bundled Package”), the User shall be required to return all the Products that form a part of the Bundled Package for NYVA STORE to process refunds. For illustrative purposes, if the User has purchased a shirt and a pair of pants as 1 (one) Product in a promotional package, the User will be required to return both the shirt and the pair of pants and will not be permitted to return either only the shirt or only the pair of pants from the Bundled Package.

3.4. Return of or refund for purchased Products shall not be entertained by NYVA STORE if:

• 4.1. The Product has been used for reasons apart from checking fit and comfort. If NYVA STORE is satisfied that the Product has been used for reasons apart from checking fit and comfort, NYVA STORE shall reserve the right to reject the return of the Product;
• 4.2. The Product has been washed;
• 4.3. The price tags, brand tags, box, original packaging material, and accompanying accessories have been damaged or discarded by the User;
• 4.4. The serial number/IMEI number/bar code of the Product, as applicable, does not match NYVA STORE records;
• 4.5. The accessories delivered with the Product (such as chargers, earphones, user manuals, etc) are not returned along with the Product, in an undamaged condition;
• 4.6. There are any dents, scratches, tears or any other damage to the Products or any part thereof;
• 4.7. The gifts accompanying the purchased Product have not been returned, or upon being returned, show signs of being used, washed, or defect; or
• 4.8. NYVA STORE is satisfied that the Product has been rendered defective or unusable.

3.5. NYVA STORE shall not accept return or refund requests raised for any of the following Products:

• 5.1. Lingerie, innerwear, and swimwear;
• 5.2. Cosmetics;
• 5.3. Deodorants and perfumes;
• 5.4. Fashion jewellery;
• 5.5. Socks and stockings;
• 5.6. Gift vouchers issued by NYVA STORE, if any; and
• 5.7. Such other Products as may be specified by NYVA STORE from time to time.

3.6. NYVA STORE shall initiate a process of refund of the money paid by the User towards purchase of a Product, if upon conducting quality checks, it is satisfied that the Product being returned entitles the User to a refund. It is further clarified that the NYVA STORE shall not be required to make any refund in respect of any Product that it deems ineligible for a refund based on such quality checks.

3.7. It is hereby clarified that in the case of fashion and lifestyle Products, notwithstanding anything to the contrary and subject to Clause 3.6 above (a) Users cannot return certain Products which are specified as ‘non-returnable’ on the relevant Product pages of the Platforms, and (b) Products may be returned only in case of defects or damages in the Products, incorrect products shipped to the User, missing components and empty sealed packages, and not for any other reason. 

3.8. It is expressly clarified that the refund entitled to by a User shall not include money paid towards shipping charges or any other such charges applicable from time to time, except in case of a Product having a defect at the time of delivery (for reasons attributable to, and accepted by NYVA STORE after due verification at its sole discretion).

3.9. NYVA STORE shall make all reasonable attempts to keep the User apprised of the status of refund through updates shared on the User’s registered mobile number and email address. NYVA STORE disclaims all liabilities that may arise on account of its failure to keep the User apprised of the status of the refund.

3.10. In the event a User returns a Product that is not accompanied by the accessories, gifts or other items originally bundled with such Product, NYVA STORE shall have the right, exercisable at its sole discretion, to (i) (a) refuse to accept the return of such Product, or (b) process any refund thereof, or (ii) deduct the amount payable in respect of such items from the amount of refund such User is entitled to.

3.11. NYVA STORE shall, subject to the satisfactory completion of required quality checks on the returned Products, initiate a refund request. If the request for refund is undisputed by NYVA STORE, the refund should reflect in the User’s bank account and/or the User’s NYVA STORE Wallet within such reasonable time (subject to the policies of the User’s bank in case of bank account/credit card refunds) from the date on which NYVA STORE initiates the refund.

3.12. Refunds shall be processed by NYVA STORE through its normal banking channels except in cases where a User had utilised his/her NYVA STORE Wallet for purchase of Products or opted for the cash on delivery option. Where a User had utilised his/her NYVA STORE Wallet for payment towards the purchased Products, NYVA STORE shall process all refunds only into the User’s credit NYVA STORE Wallet. Where a User had opted for cash on delivery option for payment towards the purchased Products, NYVA STORE shall process all refunds into either the User’s NYVA STORE Wallet or the Users’ valid bank accounts, if details of such accounts are provided by the User to NYVA STORE at the time of refund. Further, should the User have used more than 1 (one) payment option for the purchase of Products on the Platforms, NYVA STORE shall process all refunds through a Payment Option (as defined in the Payments Policy) NYVA STORE deems fit, in its sole discretion, to process such refunds. Once the amount is refunded into a User’s NYVA STORE Wallet, it cannot be further refunded to any other bank account or as cash, and would continue to remain in the User’s NYVA STORE Wallet until exhausted for shopping on the Platforms.

For the purpose of illustration, if a User purchases a Product worth INR 2,000 (Indian Rupees Two thousand) and pays INR 1000 (Indian Rupees One thousand) for the purchase of such Product using balances in his/her NYVA STORE Wallet, and the remaining INR 1000 through his credit card, and such amount is to be refunded pursuant to the refund criteria set out under this Return and Refund Policy being met, then NYVA STORE may choose to refund, at its sole discretion, INR 1000 (Indian Rupees One  thousand) to such User’s NYVA STORE Wallet and the remaining INR 1000 (Indian Rupees One thousand) to the User’s credit card source account, or both the amounts only to such User’s NYVA STORE Wallet.

3.13. Return of purchased Products are facilitated through NYVA STORE reverse-logistics partners. Upon a User making a request for return of Product on the Platforms and the same being duly acknowledged by NYVA STORE, NYVA STORE reverse-logistics partners shall get in touch with the User in order to collect the purchased Products from the User and delivering it to NYVA STORE. While NYVA STORE has made reasonable endeavours to ensure delivery and pick-ups across multiple locations in India, currently, NYVA STORE has a select list of areas where deliveries and collection can be undertaken by its reverse-logistics partners. In events where NYVA STORE is unable to facilitate a pick-up of the purchased Product for return from the User, the User is required to self-ship the Product to NYVA STORE warehouse. Upon self-shipping the Product to NYVA STORE warehouse, the User shall be required to scan the courier/postal receipt to support@NYVA STORE.com for NYVA STORE records. The aforesaid return by self-shipping the Products is subject to the returned products passing quality check at NYVA STORE returns desk/warehouse. The address of NYVA STORE returns desk is:

Returns Manager – NYVA STORE
39B, Kewal Industrial Estate,
Senapati Bapat Marg, Lower Parel
Mumbai – 400013, Maharashtra 

3.14. In the event where the User claims to have self-shipped the Product in accordance with the process set out in paragraph 3.9 above and NYVA STORE does not receive the returned Product or the package containing such Product is empty, the User shall be required to submit the ‘proof of delivery’ received from the courier/postal agency to NYVA STORE to prove his/her claim of return of Products through self-shipment to NYVA STORE. It is specifically clarified that any refunds or exchange shall be processed by NYVA STORE only upon it receiving the returned Products and concluding required quality checks or receiving the ‘proof of delivery’ from the User, as the case may be.