Refund policy

Effective Date: 8 September 2026 Last Updated: 8 September 2026

1. Overview

ShiVastra aims to provide a simple and fair return, replacement, refund and cancellation experience. This policy applies to purchases made through the ShiVastra website or other online sales channels operated by ShiVastra, subject to applicable Indian consumer-protection laws and the product-specific terms displayed at the time of purchase.

2. Order Cancellation

You may request cancellation of an order before it has been dispatched by contacting ShiVastra at +91-9540106889 or contact.shivastra@gmail.com. If an order has already been dispatched, cancellation may not be possible and the customer may instead need to follow the applicable return procedure after delivery. If ShiVastra cancels an order because an item is unavailable, a pricing/system error has occurred, or for another reason attributable to ShiVastra, any amount paid for the cancelled order will be refunded through the original payment method or another lawful refund method, as applicable.

3. Return Eligibility

Unless a product listing specifically states otherwise, customers may request a return for eligible apparel items within 7 days from the date of delivery, provided the item is unused, unworn, unwashed and in its original condition, with original tags, packaging and accessories intact. A return may be rejected where the product shows signs of use, washing, alteration, damage caused after delivery, missing tags/packaging, stains, odour, or other conditions inconsistent with a resaleable returned product, subject to applicable consumer rights.

4. Wrong, Damaged or Defective Products

If you receive a wrong item, damaged item, missing item or a manufacturing defect, please contact ShiVastra as soon as reasonably possible and preferably within 48 hours of delivery, with your order number and clear photographs/video showing the issue and packaging where relevant. After verification, ShiVastra may provide a replacement, return and refund, or another appropriate remedy depending on the circumstances and applicable law. Customers should not discard the product or packaging until the issue has been reviewed.

5. Non-Returnable Items

For hygiene, safety and commercial reasons, certain items may be non-returnable where clearly identified on the product page or at checkout. Examples may include products marked as non-returnable, customized/personalized products, and items that cannot reasonably be resold due to hygiene considerations. Nothing in this section is intended to exclude a consumer remedy that cannot lawfully be excluded, including where goods are defective, wrong, materially different from what was advertised, or otherwise covered by applicable law.

6. Size/Change-of-Mind Returns

Where ShiVastra offers returns for size or change of mind, the item must satisfy the return conditions in this policy. Any applicable return shipping or handling conditions will be disclosed on the website or communicated during the return process. Availability of size exchanges depends on stock.

7. Return Shipping

For wrong, damaged or defective products attributable to ShiVastra, ShiVastra will arrange or reimburse reasonable return shipping as applicable. For eligible size/change-of-mind returns, return shipping may be borne by the customer where this is clearly disclosed before or at the time of purchase. ShiVastra will not impose undisclosed return charges.

8. Refund Process

Once a returned product is received and inspected, ShiVastra will communicate whether the return is approved. Approved refunds will normally be initiated to the original payment method used for the purchase, subject to payment-provider processing. Where applicable law requires a refund to be made within a specified period, ShiVastra will comply with that requirement. For operational guidance, ShiVastra aims to process accepted refunds promptly and, where applicable to an e-commerce refund request, within the maximum period prescribed by relevant government guidance.

9. Refund Amount

For an approved refund, ShiVastra will refund the eligible amount paid for the returned/cancelled product. Original shipping or convenience charges, if any, may be treated according to the reason for the return and the terms disclosed at purchase, subject always to applicable consumer law. If only part of an order is returned, the refund will generally relate to the eligible returned item(s) and any charges required to be refunded under applicable law.

10. Refund Delays

If a refund has been approved but is not visible in your account, first check with your bank or payment provider. If the amount is still not received after the relevant processing period, contact ShiVastra with your order number and refund details so that we can investigate.

11. How to Request a Return or Refund

Contact ShiVastra using:

Phone: +91-9540106889

Email: contact.shivastra@gmail.com

Address: A44 Novel Park, Sector 16B, Gautam Buddh Nagar, Uttar Pradesh, India – 201306

Please provide your order number, registered mobile/email, item name, reason for return, and photographs where relevant. We may request additional information reasonably necessary to verify the order and condition of the product.

12. Exchanges

If an eligible product is available in the requested size, ShiVastra may offer an exchange subject to stock and verification of the returned product. If the requested replacement is unavailable, ShiVastra may offer a refund or another appropriate resolution.

13. Failed Delivery / Refused Delivery

If a shipment is returned to ShiVastra because the customer refused delivery, provided an incorrect/incomplete address, was unavailable after reasonable delivery attempts, or otherwise caused the shipment to be returned, any refund or re-shipment will be handled according to the order circumstances and applicable law. Reasonable delivery/return charges may be deducted only where permitted and clearly disclosed.

14. Policy and Legal Compliance

This policy is intended to operate consistently with applicable Indian consumer-protection and e-commerce requirements. The Consumer Protection (E-Commerce) Rules, 2020 apply to goods and services bought or sold over digital/electronic networks, and official government guidance addresses disclosure of return/refund/exchange arrangements and refunds for accepted requests. ShiVastra will not use this policy to exclude a consumer right that cannot lawfully be excluded.

15. Changes to This Policy

ShiVastra may update this Refund, Return & Cancellation Policy from time to time. The version published on the website with the latest update date will apply to purchases made after the updated version becomes effective, subject to applicable law.

16. Contact ShiVastra

ShiVastra