Return & Refund Policy

Our Guarantee

Every Ashviora product is crafted in small batches and inspected before dispatch. If you receive a damaged, defective, or incorrect product, we will replace it or issue a full refund — no questions asked. This applies to all orders, whether shipped within India or internationally.

Eligibility

• Claims must be raised within 7 days of delivery for India orders, and within 14 days for international orders (to account for longer transit times).
• The product must be unused and in its original, sealed packaging — except where the defect was only discovered upon opening.
• Because our products are food-grade consumables, we cannot accept returns of opened or partially used items unless the product was damaged or defective on arrival.
• Orders placed during sales or with discount codes are eligible for exchange or store credit only, not cash refunds.

Accepted Reasons for Return

• Product arrived damaged or broken.
• Wrong item was delivered.
• Product was tampered with or seal was broken before delivery.
• Product has an expired best-before date at the time of delivery.
• Significant delay beyond the estimated delivery window with no resolution from the courier.

How to Raise a Claim

1. Email us at support@ashviora.com within the applicable window above.
2. Use subject line: Return Request — Order #[your order ID]
3. Attach clear photos of the damaged or incorrect product and its packaging.
4. Include your delivery address and country so we can arrange the right resolution for your region.
5. We will respond within 2 business days with next steps.

Refund Process

Once your claim is approved, refunds are processed to your original payment method. Timelines vary by region:

• India: 5–7 business days via Razorpay.
• International: 7–10 business days, depending on your card issuer or payment processor.

Refunds are issued in the currency you were charged. We are not responsible for any currency conversion fees applied by your bank.

If you prefer, we can issue store credit for the full order value instead — redeemable on any future Ashviora purchase, regardless of currency.

Shipping Costs for Returns

For approved returns due to our error (damaged, wrong item, or defective product):

• India: Ashviora arranges and covers the return pickup cost.
• International: We will reimburse reasonable return shipping costs up to $15 USD (or equivalent) upon submission of a shipping receipt. For higher-value claims, we may arrange a prepaid label at our discretion.

For change-of-mind returns (where eligible), the customer bears the full return shipping cost in all regions.

International Orders — Additional Notes

• International customers are responsible for any import duties, taxes, or customs fees charged by their country. These are non-refundable.
• We ship internationally via tracked courier services. If your tracking shows delivery but you have not received the parcel, please contact your local postal service first, then reach out to us.
• In rare cases where a parcel is seized by customs, we will work with you to find a resolution on a case-by-case basis.

Non-Returnable Items

• Opened or partially used products (unless damaged on arrival).
• Products purchased more than 7 days (India) or 14 days (international) before the claim date.
• Gift cards or store credits.
• Items damaged due to improper storage or handling by the customer after delivery.

Questions?

Reach us at support@ashviora.com — we typically respond within 1–2 business days. We support enquiries in English.