Shipping, Return, Exchange & Refund Policy
NEVA Garments Ltd. is dedicated to providing the best service to its customers. Therefore, we dispatch all the orders through highly rated shipping partners such as Ecom Express, Delhivery, Bluedart, Amazon and so on (courier partner is selected based on factors such as Order Quantity, Weight of Shipment, and Delivery Location). Under normal circumstances, we will ship your order within 3 days of receiving the order & it can take up to 7 days to reach your doorstep, depending on your location.
Customers must report any issues with an order's delivery within 3 business days of the date of shipment. No complaint after 3 business days of the delivery of the product will be entertained. We always keep you informed of the progress of your order. Once your order is shipped from our end, you shall receive an SMS and an email mentioning the relevant details and the Order Invoice for your reference.
If a customer has encountered some issue with the product, they are entitled to avail a Free Replacement of the same. Customers can enquire about their query, exchange, return, etc. by contacting us directly at firstname.lastname@example.org or over WhatsApp at (+91) 98726-87500. Our Online Team will handle the shipping of the return order and make sure that you receive the correct order.
Eligibility criteria for Free Replacement
Any following criteria will count in as being eligible for Free Replacement.
- Manufacturing defect (Consumer must describe the issue/fault in detail and give photographs of the same.).
- Wrong items were received (customer can attach pictures, not necessary).
- Product missing/mis-shipment (pictures necessary).
- Quality of Product (not including size issues) did not meet expectations (Quality Check will be done based on proofs).(Also Exceptional items like Briefs and Trunks are not eligible for free replacement on the basis of this issue.)
The return process takes 3 to 7 business days. Your kind patience and cooperation is highly appreciated during the whole process.
Terms and Conditions for Free Replacement
Any orders covered under Free Replacement must be under the listed conditions. Any replacement request outside of that will not be entertained.
- The Free Replacement can only be availed once. The customer will have to bear 100% of the shipping charges (in that case, the customer will be provided with every detail to maintain transparency).
- No replacement requests will be entertained regarding issues related to the fit of the products. Please refer to the relevant size charts & fit information on the product page.
- We will arrange a reverse pickup from your address to ours. Your cooperation during this process will be highly regarded & it will help to streamline the entire process.
- In case your issue does not count within the 4 above mentioned issues under Terms and Conditions for Free Replacement, then you will need to bear Return shipping charges (which varies depending upon the shipment weight, dimensions and distance of travel) and any additional amount, in case your exchange product has higher price than the price of the product that you want to return. And you will need to pay the amount of these charges in advance, through the payment link that will be provided by our team on your request. (Please check yellow highlighted line at the top)
(In Case your exchange product, especially if you want lower size of the same product, has lesser price than the already shipped products, then the difference amount will be adjusted from the forward shipping charges of exchange product.)
- Customer needs to fulfill also Other Return Terms and Conditions mentioned under next section.
- Then after payment, there will be a waiting period of 3-5 business days till the originally shipped product is picked from your location.
- The replacement order will be shipped after the order has been picked within 3-4 business days and has passed the Quality Check.
- The customer will be informed of all aspects of the return & our Online Sales staff will cooperate with them at every step of the process.
Other Return Terms and Conditions
- All items should be returned unused and in their original condition. Please make sure that it is with all original tags.
- Please deliver the goods, as scheduled. A maximum of three (3) attempts is there to retrieve the parcel. Please note: if a customer refuses to hand over the products for replacement, we will not entertain further requests and consider the order closed.
- Also Exceptional items like Briefs and Trunks are not eligible for return and exchange.
- If a customer selects to modify their order, they automatically forfeit the Free Replacement for quality issues/product not meeting expectations.
Please make sure that the product is not damaged. Any damaged goods will neither be replaced nor refunded. NEVA Garments Ltd. & its affiliated brands will not be liable for any reimbursement or compensation to the customer in case of damaged returned goods.
If a customer fails to adhere to the above terms and conditions, neither return nor replacement will be done & no subsequent requests will be entertained at our end.)
Cancellation or Modification
You can cancel orders only before we have processed your order for COD orders only. You can either do so by canceling the order from the website or by contacting NEVA Garments Ltd. at email@example.com
There will be no cancellation costs levied to the consumer.
While your order is still in processing, you can change the size, color, or mailing address. We are motivated to provide you with all kinds of assistance. However, when a customer modifies their order, that is, changes its size or color, the customer agrees to forfeit Free Replacement for quality issues. The customer only retains the Free Replacement if there is/are;
- Manufacturing defect (customer has to detail the defect, with pictures of the same).
- Wrong items received (customer has to share the Video of Opening the parcel)
- Product missing (Images necessary).
There will be no replacement for any modified orders once they have been approved by the customer and shipped.
Gift Coupons/Vouchers/Competition Winners Related Issues Policy
Neva Garments Limited regularly conducts giveaways in the form of discount vouchers on its official social accounts. If you are one of the lucky winners, you have to adhere to the following terms and conditions.
- There will be no Free Replacement for winners of Flat Discount Vouchers. Should the customer need a replacement, they must bear 100% of the shipping cost, both on return and exchange costs.
- Only the cases with Wrong Item Shipped will be eligible for Free Replacement, only after they have submitted pictures of the article in question via email or WhatsApp & the Online Sales Team has confirmed the mishipment.
- The refunds will be processed strictly as per the refunds policy.
- A coupon once used will not be reissued on any grounds except a failed transaction.
Please note that no refunds will be issued on our behalf. We have a replacement only policy.
Only under the following two circumstances will there be a refund issued:
- If the shipment is lost, in transit (applicable only to prepaid orders)
- If the articles ordered by the customer are out of stock and the customer has rejected the alternatives (applicable only to prepaid orders)