Returns + Exchanges

EkamEarth Creations Private Limited operates the online shopping platform Zivaya (the “Platform”) accessible at www.zivaya.in and through associated mobile applications. This Returns and Exchange Policy outlines the process for returning or exchanging products purchased on the Platform. As Zivaya is a marketplace, returns and exchanges are managed by independent third-party vendors (“Vendors”) in accordance with their policies and this overarching policy. Please read this policy carefully before making a purchase.

1. General Information

1.1. Zivaya facilitates returns and exchanges between customers and Vendors but does not directly handle the return process unless explicitly stated.

1.2. All returns and exchanges are subject to the conditions outlined in this policy and any additional terms specified by the Vendor on the product listing or at checkout.

1.3. Returns and exchanges are only accepted within 14 days from the date of delivery, and a video proof of unboxing is required to process any return or exchange request.

2. Eligibility for Returns and Exchanges

2.1. Products are eligible for return or exchange if they meet the following criteria:

• The product is defective, damaged, or not as described in the product listing.
• The product is in its original condition, unused, and with all original packaging, tags, and accessories.
• The return or exchange request is initiated within 14 days from the date of delivery.
• A video proof of unboxing is provided, clearly showing the product, its condition, and any issues (e.g., damage or defect) at the time of delivery.

2.2. Non-returnable items include, but are not limited to:

• Products marked as non-returnable in the product listing or by the Vendor.
• Perishable goods, personalized items, or items that cannot be resold for Ascertainable due to health or hygiene reasons.
• Items used, damaged, or altered by the customer.

3. Video Proof of Unboxing Requirement

3.1. To process a return or exchange, you must submit a video recording of the unboxing process that clearly shows:

• The sealed package being opened.
• The product and its packaging in their original condition.
• Any defects or damage to the product, if applicable.

3.2. The unboxing video must be submitted along with the return or exchange request through the Platform or directly to the Vendor.

3.3. Failure to provide a valid unboxing video may result in the rejection of your return or exchange request.

4. Return Process

4.1. To initiate a return, follow these steps:

• Log in to your Zivaya account and navigate to the “My Orders” section.
• Select the order and product you wish to return and submit a return request within 14 days of delivery.
• Upload the unboxing video and provide details of the issue (e.g., defective, damaged, or incorrect item).
• Follow the Vendor’s instructions for returning the product, including packaging and shipping details.

4.2. Return shipping costs will be borne by the customer unless the return is due to a Vendor’s error (e.g., defective or incorrect product), as determined by the Vendor.

4.3. Once the Vendor receives and verifies the returned product and unboxing video, they will process the refund or exchange as per their policy.

5. Exchange Process

5.1. If you wish to exchange a product (e.g., for a different size, color, or variant), follow the same process as for returns, indicating your preference for an exchange in the request.

5.2. Exchanges are subject to product availability and the Vendor’s exchange policy. If the requested product is unavailable, the Vendor may offer a refund or alternative options.

5.3. Shipping costs for exchanges may be borne by the customer unless otherwise specified by the Vendor.

6. Refunds

6.1. If approved, refunds will be processed to the original payment method within a reasonable time, typically 7-14 business days after the Vendor receives the returned product.

6.2. Refunds will include the product price and any applicable taxes. Shipping fees are non-refundable unless the return is due to a Vendor’s error.

6.3. Zivaya facilitates the refund process but is not responsible for delays caused by Vendors or payment gateways.

7. Vendor Responsibilities

7.1. Vendors are responsible for reviewing return/exchange requests, verifying the unboxing video, and processing approved returns or exchanges in accordance with their policies and this policy.

7.2. Zivaya is not liable for any failure by Vendors to honor their return or exchange policies but will assist in facilitating communication between customers and Vendors.

8. Non-Compliance with Policy

8.1. Return or exchange requests that do not meet the eligibility criteria, are submitted after the 14-day period, or lack a valid unboxing video may be rejected by the Vendor.

8.2. Zivaya reserves the right to mediate disputes but is not responsible for Vendor decisions.

9. Changes to This Policy

We reserve the right to update this Returns and Exchange Policy at any time. Changes will be posted on this page, and the “Last Updated” date will be revised. Your continued use of the Platform constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions or concerns about this Returns and Exchange Policy or a specific return/exchange request, please contact us or the Vendor as follows:

• Zivaya Support: support@zivaya.in
• Vendor Contact: Available through your order details or the product listing on the Platform.

Address: EkamEarth Creations Private Limited, 55A Beni Vihar, Peerumadara, Ramnagar, Nainital, Uttarakhand, India