Terms of service

ShivAura Living

Welcome to ShivAura Living. These Terms and Conditions (“Terms”) govern your access to and use of our website, online store, products, services, content, features, tools, and any related transactions made through or in connection with ShivAura Living (“Website”, “we”, “us”, “our”).

By accessing this Website, browsing our products, placing an order, making a payment, submitting an enquiry, or otherwise using our services, you agree to be bound by these Terms, together with our Privacy Policy, Shipping Policy, Return and Refund Policy, and any other policy published on the Website from time to time.

If you do not agree with these Terms, please do not use the Website or place an order with us.

1. Business Information

Brand Name: ShivAura Living
Legal Entity Name: ShivAura Living
Registered / Principal Address: Shop Number-7, FV Market, Safdarjung Enclave, New Delhi,110029
Email: Meenalabhishekchhatwal@gmail.com
Phone / WhatsApp: +91-8587972255
GSTIN: 07BDUPC8853P1ZK
Business Hours: 10:00 AM- 6:00 PM (All 7 Days)

ShivAura Living is engaged in the sale of home décor, lifestyle, furnishing, decorative, and/or related products through its Website and other approved sales channels.

2. Eligibility to Use the Website

By using this Website, you represent that:

  1. you are competent to enter into a legally binding contract under applicable law;
  2. you are at least 18 years of age, or are using the Website under the supervision of a parent/legal guardian;
  3. all information provided by you is true, accurate, complete, and current; and
  4. you will use the Website only for lawful purposes.

We reserve the right to refuse access, cancel orders, suspend accounts, or restrict services where we reasonably believe there is misuse, fraud, suspicious activity, breach of these Terms, or violation of applicable law.

3. Products and Product Information

ShivAura Living endeavours to present product details, descriptions, prices, images, specifications, sizes, colours, materials, finishes, and availability as accurately as possible. However, you acknowledge and agree that:

  1. product images are for representation purposes and may slightly differ from the actual product due to lighting, screen settings, handmade variations, photography, natural material variations, or batch differences;
  2. handmade, artisanal, natural stone, metal, wooden, ceramic, fabric, resin, marble, glass, or customized products may carry slight variations in colour, texture, grains, finish, dimensions, or pattern;
  3. minor differences shall not be treated as defects unless they materially affect the intended use of the product;
  4. dimensions are approximate and may vary slightly; and
  5. product availability is subject to stock and production feasibility.

We reserve the right to modify, discontinue, update, or remove any product from the Website at any time without prior notice.

4. Pricing

All prices displayed on the Website are in Indian Rupees (INR), unless otherwise stated.

Prices may include or exclude applicable taxes, shipping charges, handling charges, packaging charges, installation charges, customization charges, or any other charges, as specifically mentioned at checkout or in the quotation.

We reserve the right to revise product prices, offers, discounts, promotional codes, and shipping charges at any time without prior notice. However, once an order is confirmed and paid for, the price applicable at the time of order confirmation will apply, unless there is an obvious pricing error.

In case of a typographical, technical, pricing, or catalogue error, ShivAura Living reserves the right to cancel the order and refund the amount paid, if any.

5. Offers, Discounts and Promotional Codes

Any promotional offer, coupon code, discount, sale price, or campaign is subject to the terms applicable to such offer.

ShivAura Living may, at its sole discretion:

  1. withdraw, modify, or extend any offer;
  2. restrict offers to selected products, categories, locations, or customers;
  3. reject use of a coupon code in case of misuse or technical error; and
  4. cancel orders placed through unauthorized, fraudulent, or unintended offer usage.

No two offers may be clubbed unless expressly permitted.

6. Orders and Acceptance

Placing an order on the Website constitutes an offer by you to purchase the selected product(s). An order shall be treated as accepted only when ShivAura Living confirms the order by email, SMS, WhatsApp, or through the order confirmation page.

We reserve the right to accept, reject, cancel, or partially fulfil any order for reasons including but not limited to:

  1. product unavailability;
  2. payment failure or suspected fraud;
  3. incorrect pricing or product information;
  4. delivery restrictions;
  5. incomplete customer information;
  6. bulk/commercial order concerns;
  7. force majeure or operational issues; or
  8. breach of these Terms.

Where payment has already been received for a cancelled order, the eligible amount shall be refunded in accordance with our refund process.

 

 

7. Payments

We may accept payments through online payment gateways, UPI, cards, net banking, wallets, bank transfer, or any other mode enabled on the Website.

You agree that:

  1. payment must be successfully completed before order processing;
  2. all payment information provided by you must be valid and lawfully owned/used by you;
  3. ShivAura Living shall not be liable for payment failures, banking delays, gateway errors, or unauthorized transactions handled by third-party payment service providers;

For certain products, customized orders, furniture, made-to-order pieces, or bulk orders, we may require full or partial advance payment.

8. Shipping and Delivery

ShivAura Living endeavours to deliver products safely and within the estimated delivery period communicated at the time of purchase. Delivery timelines are indicative and may vary depending on product availability, customization requirements, courier partner, delivery location, festive season volume, weather, operational constraints, or force majeure events.

You agree and acknowledge that:

  1. delivery timelines are estimates and not guaranteed unless expressly stated;
  2. delivery may be made through third-party logistics partners;
  3. larger, fragile, handcrafted, or customized products may require additional handling and longer dispatch timelines;
  4. the customer must provide complete and accurate shipping details;
  5. any delay caused due to incorrect address, customer unavailability, restricted access, failed delivery attempts, or local restrictions shall not be attributable to ShivAura Living; and
  6. additional delivery charges may apply for remote locations, re-delivery, special handling, or large/bulky items.

Risk in the product generally passes to the customer upon delivery, except where damage is reported in accordance with these Terms.

9. Delivery Inspection

At the time of delivery, you are advised to inspect the package carefully.

If the package appears damaged, tampered with, wet, torn, open, or mishandled, you should:

  1. record clear photographs and videos of the package before opening it;
  2. mention the issue to the delivery personnel, where possible;
  3. retain all original packaging materials; and
  4. contact ShivAura Living within the applicable reporting timeline stated below.

For fragile, decorative, glass, ceramic, marble, mirror, stone, metal, or furniture items, an unboxing video from sealed package stage may be required to assess any damage claim.

10. Cancellation by Customer

You may request cancellation of an order before it is dispatched by contacting our customer support team.

Cancellation requests are subject to the following:

  1. orders that have already been dispatched cannot be cancelled and may instead be handled under the return policy, if eligible;
  2. customized, made-to-order, personalized, modified, engraved, bulk, special procurement, or bespoke products cannot be cancelled once production/procurement has commenced;
  3. prepaid orders cancelled before dispatch may be eligible for refund after deduction of any non-refundable charges, if applicable and lawfully permissible; and
  4. ShivAura Living reserves the right to decline cancellation requests that are not eligible under these Terms.

No unfair or arbitrary cancellation charge shall be imposed on customers. Any deduction, if applicable, shall be reasonable and linked to actual costs incurred, special handling, customization, payment gateway charges, or logistics costs, to the extent permitted by applicable law.

11. Cancellation by ShivAura Living

ShivAura Living may cancel an order, fully or partially, in circumstances including:

  1. product is unavailable or discontinued;
  2. product fails quality check before dispatch;
  3. pricing or listing error;
  4. payment failure or suspicious transaction;
  5. delivery location is not serviceable;
  6. customer details are incomplete or inaccurate;
  7. misuse of offers or coupon codes;
  8. bulk purchase suspected for resale without authorization; or
  9. circumstances beyond our reasonable control.

If payment has been received, the eligible refund shall be processed to the original payment method or such other method as may be agreed, subject to applicable banking/payment gateway timelines.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.

17. Customised, Made-to-Order and Bulk Orders

Customised, made-to-order, commissioned, personalized, modified, or bulk orders are specially created or procured based on customer requirements. Therefore:

  1. such orders may require advance payment;
  2. production timelines are indicative;
  3. changes may not be accepted once work has commenced;
  4. cancellation may not be permitted after confirmation;
  5. returns/refunds shall generally not be available unless the product is damaged, defective, or materially different from the confirmed specifications; and
  6. natural variations, minor dimensional differences, handmade characteristics, or material texture differences shall not be treated as defects.

For bulk, commercial, interior design, hospitality, corporate, or project-based requirements, separate written terms, quotations, invoices, or purchase agreements may apply. In case of conflict, the specifically agreed written terms shall prevail.

18. Installation and Product Care

Unless expressly stated, product installation, wall mounting, assembly, polishing, drilling, or placement services are not included in the product price.

Customers are responsible for ensuring that:

  1. the product is suitable for the intended space;
  2. walls, surfaces, fixtures, or installation areas are appropriate and safe;
  3. products are handled and maintained as per care instructions; and
  4. fragile items are installed by qualified personnel.

ShivAura Living shall not be liable for damage caused due to improper installation, mishandling, incorrect cleaning, exposure to moisture/heat/sunlight, chemical use, pest damage, unauthorized repair, or normal wear and tear.

19. Accuracy of Information Provided by Customer

You agree to provide accurate, complete, and updated information including your name, mobile number, email address, billing address, shipping address, GST details, and any customization specifications.

ShivAura Living shall not be responsible for delayed delivery, failed delivery, incorrect customization, invoice errors, or order issues caused by inaccurate or incomplete information provided by the customer.

20. Account Registration

You may be required to create an account to access certain features of the Website. You are responsible for maintaining confidentiality of your login credentials and for all activity conducted through your account.

You must immediately notify us of any unauthorized account access or suspected breach. ShivAura Living shall not be liable for loss arising from your failure to protect your account credentials.

21. Website Use and Prohibited Conduct

You agree not to:

  1. use the Website for unlawful, fraudulent, misleading, abusive, or unauthorized purposes;
  2. interfere with Website security or functionality;
  3. upload viruses, malware, harmful code, or disruptive content;
  4. scrape, copy, reproduce, or commercially exploit Website content without permission;
  5. impersonate any person or misrepresent your identity;
  6. place fake, speculative, or fraudulent orders;
  7. misuse offers, returns, refunds, or COD facilities; or
  8. engage in conduct that may damage ShivAura Living’s business, systems, reputation, or customer experience.

We reserve the right to restrict access, cancel orders, suspend accounts, or take legal action in case of violation.

22. Intellectual Property

All content on the Website, including brand name, logo, product images, photographs, designs, graphics, text, videos, layout, icons, product descriptions, style concepts, and other materials, is owned by or licensed to ShivAura Living.

No content may be copied, reproduced, modified, distributed, displayed, sold, used for commercial purposes, or exploited without prior written consent from ShivAura Living.

Unauthorized use of our intellectual property may result in legal action.

23. User Reviews, Feedback and Submissions

If you submit reviews, photographs, testimonials, comments, suggestions, or other content to ShivAura Living, you grant us a non-exclusive, royalty-free, worldwide right to use, reproduce, publish, display, edit, and share such content for business, marketing, quality improvement, and promotional purposes.

You must ensure that your submissions are lawful, truthful, non-defamatory, non-infringing, and do not violate third-party rights.

We reserve the right to moderate, remove, or decline publication of any content.

24. Third-Party Links and Services

The Website may contain links to third-party websites, payment gateways, logistics providers, social media pages, tools, or applications.

Such third-party services are governed by their own terms and policies. ShivAura Living does not control and shall not be responsible for third-party content, practices, errors, delays, payment failures, security issues, or service disruptions.

25. Privacy and Data Protection

Your use of the Website may involve collection and processing of personal information such as name, contact details, address, order details, payment-related information, device information, browsing behaviour, support communications, and other information necessary to provide our services.

Such information shall be handled in accordance with our Privacy Policy and applicable law.

By using the Website, you consent to the collection, use, storage, processing, and sharing of your information for purposes including order fulfilment, payment processing, shipping, customer support, fraud prevention, marketing communication, legal compliance, and business operations.

Please review our Privacy Policy for further details.

26. Disclaimer of Warranties

The Website, products, content, and services are provided on an “as is” and “as available” basis, except as expressly stated.

To the maximum extent permitted by applicable law, ShivAura Living disclaims all implied warranties including merchantability, fitness for a particular purpose, non-infringement, uninterrupted access, error-free operation, or suitability for a specific décor outcome.

Nothing in these Terms shall exclude warranties or rights that cannot be excluded under applicable consumer protection laws.

27. Limitation of Liability

To the maximum extent permitted by law, ShivAura Living shall not be liable for any indirect, incidental, special, punitive, exemplary, or consequential loss, including loss of profits, business loss, loss of opportunity, emotional distress, loss of data, or décor mismatch.

Our aggregate liability in relation to any order shall not exceed the amount actually paid by you for the product giving rise to the claim, except where such limitation is not permitted under applicable law.

ShivAura Living shall not be responsible for delays or failures caused by third-party logistics providers, payment gateways, banks, customer errors, force majeure events, or circumstances beyond our reasonable control.

 

 

28. Indemnity

You agree to indemnify and hold harmless ShivAura Living, its owners, employees, representatives, partners, vendors, and service providers against any claims, losses, damages, liabilities, costs, or expenses arising from:

  1. your breach of these Terms;
  2. misuse of the Website;
  3. violation of applicable law;
  4. infringement of third-party rights;
  5. fraudulent or unauthorized transactions; or
  6. inaccurate information provided by you.

29. Force Majeure

ShivAura Living shall not be liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, fire, flood, pandemic, epidemic, strikes, labour issues, transport disruption, courier delays, war, civil unrest, government restrictions, internet failures, technical outages, supply chain issues, or acts of God.

30. Grievance Redressal and Customer Support

For any order-related concern, complaint, return request, refund request, website issue, or grievance, you may contact us at:

Customer Support Email: info@shivauraliving.com
Phone / WhatsApp: +91-8587972255
Working Hours: 10:00 AM-6:00 PM (Monday- Friday)

We shall endeavour to acknowledge customer grievances within 72 hours and resolve them within a reasonable period, subject to the nature of the issue and information provided by the customer.

31. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of India.

Subject to applicable consumer protection laws, the courts at Delhi NCR shall have exclusive jurisdiction over disputes arising out of or in connection with these Terms, the Website, or any transaction with ShivAura Living.

32. Changes to These Terms

ShivAura Living reserves the right to update, amend, modify, or replace these Terms at any time for legal, operational, business, or regulatory reasons.

The updated Terms shall be posted on the Website with the revised “Last Updated” date. Continued use of the Website after such update shall constitute acceptance of the revised Terms.

Customers are advised to review these Terms periodically.

33. Severability

If any provision of these Terms is held to be invalid, unlawful, or unenforceable, the remaining provisions shall continue to remain valid and enforceable to the fullest extent permitted by law.

34. No Waiver

Failure by ShivAura Living to enforce any right or provision under these Terms shall not constitute a waiver of such right or provision.

35. Entire Agreement

These Terms, along with the Privacy Policy, Shipping Policy, Return and Refund Policy, invoices, order confirmations, and any other written terms issued by ShivAura Living, constitute the entire agreement between you and ShivAura Living in relation to your use of the Website and purchase of products.