Our Policies – Cancellation, Return/Exchange and Refund Policy – FAQs
Shipping Policy
Once the order is shipped, we send shipment information to the buyer’s email id, SMS/WhatsApp on the same day.
How much time does it take to deliver the order?
Most orders are ready for shipping within 1 day of ordering, some orders may take additional time.
Orders are generally delivered within 4-6 business days, depending on your location.
We do not ship orders on Saturdays, Sundays, or Indian holidays. While we will do all we can to ensure your order is delivered within a given time, we cannot be held responsible for conditions beyond our control, such as severe weather, service interruptions, etc.
CHANGE ADDRESS AFTER SHIPMENT
Please check your shipping address carefully. If you find it incorrect, please inform us instantly via email or Whatsapp at 8146920092 before your order is shipped. Once your order is out for shipment, we are unable to make any changes or modifications to it.
SHIPMENT E-MAIL
Once your order has shipped, you will receive an email and WhatsApp with the tracking number and carrier service provider. You can also check your order status by signing in on the site.
PLACE YOUR ORDER
When you see an item you like, click on the right-hand side “Add to Cart” and continue shopping until you are ready to finish. Thereafter, click on the “View Cart” at the top right section of the screen to see the items you added. Click “Checkout” to confirm your items.
Please review your order carefully before placing it. Once your order is submitted, we cannot modify or cancel it.
Cancellation Policy
How do I cancel the order?
The order can be canceled until it is dispatched. Within 8 hours of placing the order, send us a WhatsApp message at +91 8146920092 with your order details—product name, date of purchase, and screenshot of order confirmation. Our executive will confirm the cancellation. Since we only accept prepaid orders via UPI, the refund will be processed in the source account within 24 hours of cancellation.
We do not provide the option to cancel the order on the website right now.
When will I receive my refund?
The refund will be processed into the source account within 24 hours of cancellation.
Can I modify the shipping address of my order after it has been placed?
Yes, you can modify the shipping address of your order within 8 hours of placing it. Send us a WhatsApp message at +91 8146920092 with your order details—product name, date of purchase, screenshot of order confirmation, and updated address.
I just canceled my order. When will I receive my refund?
Right now, we only accept payments via UPI. The refund will be processed into your UPI within 24 hours of order cancellation.
Return/Exchange & Refund Policy
Exclusions: Sale items are not eligible for return.
- How can I make an exchange/return request?
We offer a 7-day return policy for all unused and unworn items. You must raise a return/exchange request within 48 hours of delivery via WhatsApp at +91 8146920092. Please provide the product name, date of purchase, and a screenshot of the order confirmation.
- What are the requirements for an exchange or return?
Returns and refunds are only accepted if your order is damaged in transit or received the incorrect product. The product must be returned exactly as it was received: unworn, unused, with all their labels and tags completely intact, and in its original packaging.
Please understand you’ll need to provide a 360-degree unboxing video. This is required to replace or return a product damaged in transit or incorrectly. Without an unboxing video, we cannot guarantee a replacement or return.
- How many times can I place an exchange request?
Exchange is allowed once per order.
- The product’s colour is not exactly the same as in the photograph or video. Can I return the product I received?
Due to differences in display settings on various devices, slight colour differences might occur. Therefore, we cannot accept exchange/return requests based on colour differences or quality. We strive to display the colors of our products as accurately as possible, but variations may occur.
- Is there a pickup service for returns?
No, customers are responsible for shipping the return to us. There will be no pickups for returns. Before sending the product, the customer must make a video of the product clearly visible in its original packaging and WhatsApp it to +91 8146920092. Once the product is received in our warehouse, it will undergo a quality inspection. Upon approval, you will receive your refund within 48 hours of us receiving the product.
- In case of size exchange, what happens if the requested product size is unavailable?
If the requested size is unavailable, our customer support team will inform you and you can return the product.
- What should I do if I receive a defective or incorrect item?
Please inspect the package when you receive it, make a video and contact us immediately via WhatsApp at +91 8146920092 if the item is defective or incorrect. We will evaluate the issue and make it right.
- What conditions must be met for a return?
To be eligible for a return, the product must be in the same condition as when you received it: unworn, unused, with labels and tags attached, and in its original packaging. An unboxing video is required for verification in cases of transit damage or incorrect products.
AIVA Silver reserves the right to decide if the product is in the appropriate condition for exchange/return, and such a decision shall be final and binding.
- How will I receive my refund?
Refunds are processed via online UPI. Once the returned item passes our quality inspection, you will receive your refund within 24 hours.
Making a purchase indicates that you have acknowledged, understood, and agreed to adhere to the said terms and conditions.
- How can I contact customer support for further assistance?
If you have any questions or need further assistance regarding returns and refunds, reach out to our customer support team via call or WhatsApp at +91 8146920092 between 9:00 am to 5:00 pm on business days or drop an email at hello@aivasilver.com.