Refund policy

ALVORA RITUALS
RETURN, REPLACEMENT & REFUND POLICY
Last Updated: August 11, 2026
1. BUSINESS INFORMATION
Alvora Rituals
G-1001, Rameshwaram Regency, Mota Varachha,
Surat, Gujarat – 395008, India
GSTIN: 24AFUFS2590G1ZJ
Email: help@alvorarituals.com
Phone: +91 9016830759
2. GENERAL RETURN POLICY
Due to the nature of cosmetics and personal-care products, Alvora Rituals generally does not accept returns or
exchanges based solely on change of mind, personal preference, or dissatisfaction with individual
cosmetic results.
Returns are generally not accepted for:
• Change of mind
• Personal preference
• Incorrect product selection by the customer
• Product not meeting personal expectations after use
• Opened or used cosmetic products where there is no eligible product issue
For hygiene and safety reasons, customers should not send opened or used cosmetic products back to us unless
we specifically instruct them to do so.
Nothing in this policy is intended to exclude, limit, or waive any consumer right or legal remedy that cannot lawfully
be excluded or restricted.
3. ELIGIBLE PRODUCT ISSUES
If you receive a product that is:
• Damaged
• Broken
• Leaking
• Defective
• Expired
• Tampered with
• Incorrect
• Materially different from the product ordered
• Otherwise materially non-conforming with the order
Please contact us as soon as reasonably possible.
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For delivery-related damage, leakage, breakage, or incorrect-product claims, we request that customers contact us
within 48 hours of delivery, where reasonably possible.
The 48-hour reporting period is intended to help us investigate delivery and product issues promptly and does not
limit any mandatory consumer rights or remedies available under applicable law.
4. STANDARD REMEDY — REPLACEMENT
Where an eligible product issue is verified, replacement will generally be the primary remedy.
Replacement: A replacement of the affected product with the same or an appropriate equivalent product, subject
to availability.
If the identical product is unavailable, we may discuss an appropriate alternative or other remedy with the
customer.
Where replacement is not reasonably possible, unavailable, inappropriate in the circumstances, or a refund is
required under applicable law, an eligible refund may be provided.
5. REFUNDS
Refunds are not generally provided for change of mind, personal preference, incorrect product selection, or
dissatisfaction with individual cosmetic results.
A refund may be provided where:
• An eligible product cannot reasonably be replaced
• The relevant product is unavailable
• Alvora Rituals determines that a refund is appropriate
• A refund is required under applicable law
• A marketplace's applicable process requires a refund
Approved refunds will generally be processed through the original payment method or another appropriate
payment method permitted by applicable law.
6. HOW TO REPORT A PRODUCT ISSUE
To report an eligible product issue, contact:
Email: help@alvorarituals.com
Phone: +91 9016830759
Please provide:
• Order number
• Customer name
• Registered mobile number or email
• Clear photographs of the product
• Clear photographs of the outer packaging
• Shipping label photographs
• Photographs/videos showing the issue
• Description of the problem
An unboxing video is recommended where available, particularly for damage, leakage, tampering, or
missing-product claims.
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However, the absence of an unboxing video does not automatically eliminate any consumer rights or remedies
available under applicable law.
7. VERIFICATION PROCESS
All product damage, leakage, wrong-product, expiry, defect, or similar claims may be subject to verification.
We may request additional photographs, videos, order information, shipping information, product/batch
information, or other details reasonably necessary to investigate the claim.
We may also coordinate with the relevant courier, fulfilment provider, or marketplace where necessary.
Once the claim has been reviewed, we will communicate the applicable resolution.
8. RETURN OF AN AFFECTED PRODUCT
If Alvora Rituals determines that an affected product needs to be returned, we will provide the customer with
appropriate return instructions.
Please do not send any product back without contacting us first.
Where the return is authorised because of an eligible product issue attributable to Alvora Rituals or the delivery
process, we will provide appropriate instructions regarding the return.
Customers should retain the original product and packaging until the claim has been resolved, unless otherwise
instructed.
9. RETURN SHIPPING COSTS
Where Alvora Rituals confirms that a product needs to be returned because the wrong, damaged, defective,
leaking, expired, or otherwise eligible product was supplied, Alvora Rituals will generally arrange or bear the
applicable return shipping cost, subject to the circumstances and applicable law.
If a customer sends a product back without prior authorisation, we may not be able to reimburse the associated
shipping cost.
10. NON-ELIGIBLE CLAIMS
Replacement or refund will generally not be provided for:
• Change of mind
• Personal preference
• Incorrect product selected by the customer
• Opened or used products where there is no eligible product issue
• Products damaged due to misuse
• Products damaged due to improper storage
• Failure to follow product instructions
• Normal differences in colour, texture, fragrance, or appearance that do not indicate a product defect
• Individual cosmetic results differing from expectations
• Products purchased from unauthorised sellers
• Fraudulent or abusive claims
Nothing in this section overrides any consumer right or remedy that cannot legally be excluded.
11. COSMETIC PRODUCTS AND ALLERGIC REACTIONS
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Individual skin and hair reactions may vary.
Customers should:
• Read the ingredient list before use
• Test a small amount on a limited area of skin before applying more widely, particularly when using a product for
the first time
• Perform a patch test where appropriate
• Follow the product instructions
• Stop using the product if significant irritation or discomfort occurs
If you experience a serious or persistent reaction, seek appropriate medical advice.
An individual allergic or sensitivity reaction does not automatically mean that a product is defective.
Alvora Rituals is not responsible for individual sensitivity or allergic reactions arising from a customer's
personal sensitivity to an ingredient where the product has been supplied, labelled, and used in
accordance with applicable requirements and the product instructions. This does not limit any rights or
remedies available to consumers under applicable law.
Customers with known allergies or sensitivities should review the ingredients carefully before use.
12. ORDER CANCELLATION
Customers may request cancellation before dispatch.
Cancellation requests should be sent to: help@alvorarituals.com
A cancellation request is considered accepted only after confirmation from Alvora Rituals.
Once an order has been packed or dispatched, cancellation may no longer be possible.
For complete cancellation terms, please refer to our Terms & Conditions.
13. REFUND FOR CANCELLED ORDERS
Where cancellation is accepted and a refund is due, the refund will generally be processed through the original
payment method or another appropriate method permitted by applicable law.
Approved refunds will generally be initiated within 5–7 business days after approval.
The time required for the refund to appear in the customer's account may depend on the applicable bank, card
issuer, payment gateway, or payment provider.
14. CASH ON DELIVERY ORDERS
For approved refunds relating to Cash on Delivery orders, Alvora Rituals may request appropriate bank-account or
payment details from the customer to process the refund.
Customers should never provide:
• UPI PIN
• OTP
• CVV
• Password
• ATM PIN
• Complete card credentials
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to process a refund.
15. MARKETPLACE ORDERS
Alvora Rituals may sell products through authorised third-party marketplaces.
If you purchased an Alvora Rituals product through a marketplace, the marketplace's applicable procedures for
returns, replacements, refunds, damaged products, wrong products, delivery disputes, and order cancellation may
also apply.
Customers should first follow the applicable marketplace process where required.
Where the marketplace directs the customer to contact Alvora Rituals, we will reasonably assist in accordance with
our policies and applicable law.
16. FRAUDULENT OR ABUSIVE CLAIMS
Alvora Rituals may investigate claims where there are reasonable grounds to suspect fraud, manipulated
photographs or videos, false delivery claims, repeated abusive replacement requests, misrepresentation of product
condition, unauthorised resale, or other fraudulent or abusive activity.
We may request additional information reasonably necessary to investigate such claims.
Nothing in this section limits any consumer rights available under applicable law.
17. PRODUCT AVAILABILITY
Replacement is subject to product availability.
If the exact product is unavailable, Alvora Rituals may offer an equivalent replacement, another appropriate
product, a refund where applicable, or another remedy required or permitted by applicable law.
18. REFUND PROCESSING TIME
Where a refund has been approved, Alvora Rituals will generally initiate the refund within 5–7 business days after
approval, unless a different period is required by the applicable payment provider, marketplace, or law.
Once initiated, the actual crediting time may depend on the bank, card issuer, payment gateway, UPI/payment
provider, marketplace, or other financial institution.
19. GRIEVANCE REDRESSAL
Grievance Officer: Alvora Rituals Customer Support Team
Email: help@alvorarituals.com
Phone: +91 9016830759
Business Address:
G-1001, Rameshwaram Regency, Mota Varachha,
Surat, Gujarat – 395008, India
We will make reasonable efforts to acknowledge and address grievances in accordance with applicable law.
20. WAREHOUSE / DISPATCH LOCATION
For operational and fulfilment purposes, products may be processed or dispatched from:
Warehouse:
Ground Floor, 59, Giriraj Homes,
Surat, Gujarat – 395008, India
The warehouse/dispatch address may differ from the registered/business address.
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Customers should not send returns or visit the warehouse unless specifically instructed or authorised by Alvora
Rituals.
21. CONTACT INFORMATION
Alvora Rituals Customer Support Team
Email: help@alvorarituals.com
Phone: +91 9016830759
Business Address:
G-1001, Rameshwaram Regency, Mota Varachha,
Surat, Gujarat – 395008, India
GSTIN: 24AFUFS2590G1ZJ
22. CHANGES TO THIS POLICY
We may update this Return, Replacement & Refund Policy from time to time to reflect changes in our products,
business operations, marketplace procedures, payment systems, or legal and regulatory requirements.
The updated version will be published on this page with a revised Last Updated date.
© 2026 Alvora Rituals. All Rights Reserved.
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