Refund policy

Return Policy

We want customers to have a positive shopping experience. However, due to the nature of décor, fragile, handcrafted, customized, and lifestyle products, returns shall be accepted only in accordance with this policy.

A product may be eligible for return only if:

  1. it is received in a damaged condition;
  2. it is materially defective;
  3. an incorrect product is delivered; or
  4. the product materially differs from the confirmed order.

To raise a return request, you must contact us within 24 hours of delivery with:

  1. order number;
  2. photographs of the product;
  3. photographs of the packaging;
  4. unboxing video (mandatory), where applicable;

*No return request is acceptable if there is no unboxing video attached in the return request, our team will thoroughly inspect the video and return request, for the request raised- the product should be in same condition as received to the customer.

  1. description of the issue; and
  2. any other information reasonably requested by us.

The product must be unused, uninstalled, unwashed, undamaged after delivery, and returned with original packaging, tags, accessories, manuals, warranty cards, invoices, and protective materials.

Non-Returnable Products

Unless required under applicable law or unless the product received is damaged/defective/wrong, the following items shall not be eligible for return:

  1. customized, personalized, engraved, made-to-order, or bespoke products;
  2. furniture or décor items made as per specific customer requirements;
  3. products purchased under clearance sale, final sale, festive sale, stock clearance, or special discount, where marked non-returnable;
  4. fragile items damaged due to customer handling after delivery;
  5. products without original packaging;
  6. products installed, altered, repaired, used, washed, or modified after delivery;
  7. products damaged due to misuse, negligence, improper handling, moisture, heat, sunlight, chemical exposure, or failure to follow care instructions;
  8. gift cards, vouchers, or digital products, if any; and
  9. bulk or commercial orders, unless otherwise agreed in writing.

Exchange Policy

Where a product is eligible for return, ShivAura Living may, at its discretion and subject to availability, offer:

  1. replacement of the same product;
  2. exchange with another product of equal or higher value upon payment of the difference;
  3. store credit; or
  4. refund, where replacement/exchange is not feasible.

Exchanges are subject to stock availability and quality verification of the returned product.

Refund Policy

Refunds shall be processed only after the returned product is received by ShivAura Living and passes quality inspection, unless we decide otherwise in a particular case.

Refunds may be made through:

  1. original payment method;
  2. bank transfer;
  3. store credit; or
  4. any other method mutually agreed.

Refund timelines may vary depending on the payment gateway, bank, refund method, and internal processing requirements. ShivAura Living shall make reasonable efforts to process eligible refunds within 10 business days from approval of the refund, but actual credit may depend on the customer’s bank/payment provider.

Shipping charges, COD charges, payment gateway charges, packaging charges, installation charges, customization charges, or other non-product charges may be non-refundable unless the return is due to our error or as otherwise required under applicable law.

Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, you must notify us within 24 hours of delivery.

Your claim should include clear evidence such as:

  1. order number;
  2. image/video of outer packaging;
  3. image/video of inner packaging;
  4. unboxing video from sealed package stage, especially for fragile items;
  5. clear photographs of the issue; and
  6. description of the defect/damage.

Failure to report within the specified timeline or failure to provide adequate evidence may affect our ability to verify and approve the claim.

If the claim is approved, we may offer repair, replacement, exchange, store credit, or refund, depending on the nature of the product and issue.