Refund, Return & Cancellation

At Orivana Overseas, customer satisfaction and transparency are extremely important to us. This Refund, Return & Cancellation Policy explains the conditions under which refunds, returns, replacements, and cancellations are accepted. By placing an order on our website, you agree to the terms outlined in this policy.

1. General Policy Overview

• All purchases made on Orivana Overseas are subject to this Refund Policy.
• Jewellery products require careful handling; therefore, refund and return conditions are strictly defined.
• This policy applies to domestic as well as international orders unless stated otherwise.
• Orivana Overseas reserves the right to update this policy at any time without prior notice.

2. Order Cancellation Policy

• Orders can only be cancelled before processing begins.
• Once an order is processed or dispatched, it cannot be cancelled.
• Customized, made-to-order, bulk, export, or private label orders are strictly non-cancellable.
• Cancellation requests must be sent immediately after order placement via email or official contact channels.
• Any cancellation request received after processing has started will not be accepted.

3. Non-Refundable Items

The following orders are not eligible for refunds or returns:

• Customized or made-to-order jewellery
• Bulk or wholesale orders
• Export or international orders (unless damaged or incorrect)
• Items damaged due to misuse, negligence, or improper handling
• Orders placed with incorrect information provided by the customer

4. Eligible Refund Scenarios

Refunds or replacements are considered only under the following circumstances:

• Product received is damaged during transit
• Product received is defective
• Product received is incorrect (different from the confirmed order)

All such cases must be reported within the defined timeline.

5. Reporting Damaged or Incorrect Products

• Customers must report issues within 48 hours of delivery.
• Clear photos and/or videos showing the issue must be shared for verification.
• The product must be unused and in its original condition and packaging.
• Failure to report within the specified timeframe will result in rejection of the claim.

6. Refund Approval Process

• Once a refund request is received, our team will review the submitted details and evidence.
• If approved, we may offer:
  • A replacement, or
  • A refund, at our discretion
• Orivana Overseas reserves the right to reject any claim if it does not meet policy conditions.

7. Refund Method & Timeline

• Approved refunds are processed through the original payment method used at checkout.
• All online refunds are processed via Razorpay.
• Refund processing time: 7–10 working days after approval.
• Banking delays may vary depending on the customer’s bank or payment provider.

8. Shipping Charges & Fees

• Shipping charges are non-refundable unless the error is from our side.
• Customs duties, import taxes, VAT, or local charges (for international orders) are non-refundable.
• Return shipping costs, if applicable, are borne by the customer unless otherwise stated.

9. Replacement Policy

• Replacements are subject to product availability.
• If the same product is unavailable, an alternative or refund may be offered.
• Replacement products are shipped only after the original item is returned and inspected (if required).

10. International Orders & Refunds

• International orders are eligible for refunds only in cases of damaged or incorrect products.
• Orivana Overseas is not responsible for customs delays, rejections, or seizures.
• Any additional customs or return shipping charges are the responsibility of the buyer.

11. Failed or Duplicate Payments

• In case of failed transactions where the amount is debited, refunds are handled automatically by Razorpay as per bank timelines.
• Duplicate payments, if identified, will be refunded to the original payment method after verification.

12. Force Majeure Clause

Orivana Overseas shall not be liable for refunds or delays caused by events beyond reasonable control, including but not limited to:

• Natural disasters
• Government restrictions
• Pandemics
• Courier or logistics disruptions

13. Fraud & Misuse Protection

• Any false claims, tampered products, or misuse of the refund policy may result in rejection.
• Orivana Overseas reserves the right to suspend accounts or take legal action in case of fraudulent activities.

14. Limitation of Liability

• Refund liability is limited to the product value paid.
• We are not liable for indirect, incidental, or consequential losses.

15. Communication & Support

For refund-related inquiries, customers must contact us using official communication channels only.
We aim to resolve all genuine issues fairly and efficiently.

16. Policy Updates

This Refund Policy may be updated periodically.
Any changes will be effective immediately upon posting on the website.

17. Contact Information

For refund, return, or cancellation queries, please contact

mailto:info@orivanaoverseas.com