Return, Exchange & Refund Policy

We are here to assist you throughout your shopping experience with The Svaya. To ensure a smooth and hassle-free post-purchase journey, we request you to carefully review the terms outlined below.

By placing an order with The Svaya, you expressly acknowledge that you have read, understood, and agreed to be bound by this policy.

1. Eligibility for Returns & Exchanges

Returns and exchanges are permitted only for products explicitly marked as eligible on the respective product page and must be initiated within 7 (seven) days from the date of delivery.

To qualify:

  • Items must be unused, unworn, unwashed

  • Returned in original condition with all tags, packaging, and invoice intact

All requests are subject to mandatory quality inspection and approval by The Svaya.

Please note:

  • Returns/exchanges are permitted once per order/item only

  • Exchanges are limited to size or color of the same product, or a product of equal or lower value

 

 

2. Non-Returnable Items

The following shall not be eligible for return, exchange, or refund:

  • Products purchased during sale, discount, or promotional offers

  • Giveaways, customised or made-to-order products

  • International orders

  • Products that are used, washed, damaged, altered, or without original tags

  • Orders paid fully or partially via gift cards/store credits

 

 

3. Refunds (Applicable Deductions & Modes)

Customers may choose between:

  • Refund to Source, or

  • Store Credits

Refund to Source (Deductions Applicable):

  • Prepaid Orders: INR 200 deduction

  • COD Orders: INR 350 deduction

Store Credit Option:

  • If the customer opts for store credits, no deductions towards prepaid handling, or shipping charges shall be applied

  • COD charges of INR 100 will still be deducted for COD orders

  • Store credits will be issued for the full eligible value, subject to QC approval

Important:

  • Orders placed using store credits (fully or partially) shall be non-returnable and non-exchangeable

  • Store credits are non-transferable, non-refundable, and valid for a limited period of 6 months only

All refunds are processed only after the product is received, inspected, and approved.

Refund timelines may vary depending on banks/payment providers. The Svaya shall not be liable for such delays.

Raise a Return/Exchange Request


 

 

4. Mandatory Proof for Damaged/Incorrect Items

Customers are required to accept only secure and intact packages at the time of delivery. Any package that appears tampered, damaged, or torn must be refused immediately.

In case of claims regarding damaged, defective, incorrect, stained, or torn products:

  • A clear, unedited parcel opening video is mandatory, showing:

    • Sealed outer packaging

    • Complete unboxing

    • Product condition upon opening

  • Supporting images of the issue must also be provided

Failure to provide valid proof shall result in rejection of the claim, and The Svaya shall bear no liability.

 

 

5. Delivery Disputes

If an order is marked as “Delivered” by the courier partner:

  • The Svaya shall not be liable for non-receipt claims where delivery is confirmed

  • We will make reasonable efforts to coordinate with the courier partner; however, final resolution is subject to courier confirmation

Customers are advised to:

  • Check with neighbors, guards, and society offices

  • Verify delivery within their immediate vicinity

No refunds or replacements shall be processed once delivery is confirmed.

 

 

6. Incorrect Product Handed Over by Customer

If a customer returns an incorrect/non-Svaya product:

  • The Svaya will notify the customer upon receipt

  • If the customer responds within 48 hours, the incorrect item will be shipped back without forward shipping charges

If there is no response within 48 hours:

  • A forward shipping charge of INR 200 shall apply

Additionally:

  • Any subsequent reverse pickup for the correct item shall attract an INR 200 reverse logistics charge

  • No reverse pickup shall be arranged after the 48-hour window and the request will be closed

 

 

7. Reverse Pickup Failure

If the courier partner attempts pickup three (3) times and the product is not handed over:

  • The return request shall be considered cancelled/void

  • The customer must self-ship the product

  • Mandatory details to be shared:

    • Tracking ID

    • Courier proof

Failure to comply may result in rejection of the return request

 

 

8. Quality Check & Rejection of Returns

All returned items undergo strict quality checks.

If found to be:

  • Used / washed

  • Damaged / stained

  • Altered

  • Missing tags

Then:

  • The return shall be rejected

  • The product will be shipped back to the customer

  • Applicable shipping charges may be levied

The Svaya’s quality assessment shall be final and binding

 

 

9. Additional Conditions

  • Minor variations in color, texture, or appearance due to lighting, photography, or screen resolution shall not be considered defects

  • Customers are responsible for checking size charts before purchase. Fit-related concerns are subjective and not considered defects

  • Customers must provide accurate shipping details. The Svaya is not liable for failed deliveries due to incorrect information

 

 

10. Failed Delivery / RTO (Return to Origin)

If an order is returned thrice due to:

  • Customer unavailability

  • Incorrect address

  • Refusal to accept

Then:

  • Re-shipping shall be subject to additional charges

  • Refunds, if applicable, shall be processed after deducting logistics costs

  • COD option will not be available to such customers

 

 

11. Promotional / Bundle Orders

For orders involving:

  • Freebies

  • Bundles

  • Promotional offers

The entire set must be returned together. Partial returns shall not be accepted.

 

 

12. Timelines

  • Pickup: 24–72 hours from approval

  • Return transit: 7–10 working days

  • Refund: Post QC approval within a reasonable timeframe

Delays caused by third-party logistics are beyond our control

 

 


13. Official Sales & Fraud Disclaimer

Svaya sells its products only through its official website: thesvaya.com and authorized marketplaces (if applicable).

Any purchase made from marketplaces, websites, Instagram pages, WhatsApp numbers, or any other entities using similar names or spellings is not associated with Svaya.

Svaya will not be liable for any loss, fraud, or issues arising from such purchases.

Any item purchased outside of thesvaya.com is not eligible for returns/ exchanges on thesvaya.com

14. General Terms

  • Shipping, COD, and ancillary charges are non-refundable

  • The Svaya reserves the right to:

    • Decline excessive or fraudulent requests

    • Disable COD for repeat return behavior

  • Customers must retain pickup receipts as proof

 

 

15. Policy & Jurisdiction

The Svaya reserves the right to modify this policy at any time without prior notice.

In case of disputes:

  • The decision of The Svaya shall be final and binding

  • All disputes shall be subject to the jurisdiction of courts in Gautam Budh Nagar, Uttar Pradesh

 

 

15. Contact

For any concerns, please email support@thesvaya.com with your Order ID.


Raise a Return/Exchange Request