Refund policy

IVNA - REFUND & EXCHANGE POLICY

Last updated: 8 October 2026

1. Our Policy

At IVNA, we carefully check products before dispatch and aim to deliver products in proper condition. To maintain product quality and hygiene, we do not offer returns or exchanges for change of mind, incorrect size selection, fit, colour preference, or personal preference.

A replacement, exchange or refund may only be considered where the product received is damaged, defective, incorrect, or has another genuine issue attributable to IVNA or the fulfilment process, subject to verification.

2. No Standard Returns

IVNA does not accept standard product returns.

Returns are not available for:

·        Change of mind

·        Incorrect size or fit

·        Colour or design preference

·        Personal preference

·        Ordering the wrong product

·        Any other reason that is not due to a verified product or fulfilment issue

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.

3. Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective, incorrect, or has a genuine manufacturing/printing or fulfilment issue, you must contact IVNA within 5 days of delivery.

To report an issue, email support@ivna.in with:

·        Your order number

·        The email address used to place the order

·        A clear description of the issue

·        The required video proof described below

4. Mandatory Video Proof

A clear video is required for a damage, defect or incorrect-product claim.

The video should, wherever reasonably possible, clearly show:

·        The unopened package before opening

·        The shipping label/order details on the package

·        The package being opened

·        The complete product after opening

·        The specific damage, defect or issue being reported

The video should be clear and continuous enough for IVNA to reasonably assess whether the issue was present when the order was received.

IVNA may request additional information or evidence where necessary.

Claims submitted without the required video proof may not be accepted, subject to applicable law.

5. Review and Resolution

All damage, defect and incorrect-product claims are subject to review by IVNA.

If, after reviewing the evidence, IVNA confirms that the issue is attributable to IVNA, the manufacturer, or the fulfilment process, IVNA may provide an appropriate resolution, which may include:

·        A replacement of the affected product

·        An exchange for the affected product

·        A refund, where appropriate

The resolution offered will depend on the nature of the issue, product availability and applicable circumstances.

6. Issues Not Covered

A replacement, exchange or refund may not be provided where the issue results from:

·        Wearing or using the product after delivery

·        Washing or improper care of the product

·        Improper handling or storage

·        Accidental damage after delivery

·        Customer alterations or modifications

·        Normal wear and tear

·        Failure to follow the product's care instructions

·        Any damage that occurred after delivery and is not attributable to IVNA or the fulfilment process

IVNA may refuse a claim where the available evidence does not establish that the issue existed at the time of delivery.

7. Time Limit for Claims

Damage, defect and incorrect-product claims must be reported to IVNA within 5 days of delivery.

Requests received after this period may not be accepted, except where otherwise required by applicable law.

8. Cancellation Policy

You may request cancellation of an order before it has been shipped.

Once an order has been shipped, cancellation may no longer be possible.

To request a cancellation, contact support@ivna.in and provide your order number and the email address used to place the order.

If a cancellation is approved and payment has already been made, any applicable refund will be processed through the original payment method, subject to the processing timelines of the relevant payment provider.

9. Refund Processing

Where IVNA approves a refund, the refund will generally be processed to the original payment method used for the order.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment service provider.

10. How to Contact IVNA

For any questions or requests relating to refunds, damaged products, defective products, incorrect orders or cancellations, please contact:

IVNA

Email: support@ivna.in

Please include your order number whenever contacting us about an order.