Vananam Retail Ventures Private Limited (owned by the Vananam Group), a company incorporated under the laws of India, having its registered office at No. 90, 3rd Floor, 17th Cross Road, 4th Sector, HSR Layout, Bengaluru, Karnataka- 560102 (“Vananam”, “we”, “us”, or “our”) is managing and operating the website www.giorvan.com (“GiorVan”), and the corresponding mobile application (collectively, “Platforms”). The term “Vananam” shall include its affiliates.
At GiorVan, we aim to provide our customers (“you” or “your”) with the highest quality products and an exceptional shopping experience. If your purchase has not met your expectations, we allow exchange and return for eligible product categories. Please carefully read this Exchange and Return Policy (“Policy”) to understand your rights and obligations regarding the products.
For the purposes of this Policy, “Product” or “Products” shall mean apparel, footwear, perfumes, bags and other similar products that are or will be listed on the Platforms from time to time for facilitating sale of Products to the users of the Platforms.
The Terms of Use published on the Platforms shall be incorporated by reference into this Policy. Together, this Policy and the Terms of Use sets out our procedures and policies that governs: (a) cancellation; (b) exchange; (c) return; and (d) refund for Products thereof. Any cancellation, exchange, return or refund of Products is subject to the terms and conditions set out under this Policy and the Terms of Use.
1. General
1.1. Products shall be exchanged or returned in their original condition, unworn, and with all accompanying accessories, including but not limited to original GiorVan packaging, boxes, labels, and protective covers, etc.
1.2. Shipping charges may be applicable on the Products listed on the Platforms. Please carefully read the Product description on the Platforms for further details.
1.3. We will not accept exchange or return requests raised for certain categories of Products, including but not limited to the following Products (“Non-Returnable Products”):
a) inner wear;
b) any Product personalised after purchase; and
c) any other Product classified by us as Non-Returnable Products.
2. Cancellation
2.1. You may cancel your order, either partially or entirely, before delivery of the Product.
2.2. Upon receiving a cancellation request, we may cancel the order and initiate a refund for eligible Products within fourteen (14) business days from the date of your cancellation request. The terms and conditions of section 4 of this Policy shall govern the refund process.
2.3. If the Product is out for delivery, you may refuse to accept the delivery when our logistics partner attempts to deliver it to your provided address. The unwanted Products will then be returned to us by our logistics partner. Additionally, if you notice that the Product’s packaging is tampered with, torn, or opened at the time of delivery, you may also refuse to accept such Products.
3. Exchange and Return
3.1. You may initiate a request for exchange if the Product delivered is of different fit and/or size than the fit and/or size of Product that was ordered on the Platform or if the fit and/or size of the Product order does not fit you and you want to try a different (either larger or smaller) fit and/or size of the same Products (“Exchangeable Product”).
3.2. Except Non-Returnable Products as set forth under this Policy and on the Platforms, you may initiate the request for return of the Product if: (i) Product is damaged; (ii) both the Product and shipping package have been damaged; (iii) Product is defective; (iv) the Product is of bad quality; (v) parts of the Product or accessory is missing; (vi) the Product ordered is different from what was ordered basis the Product description provided on the Platforms; or (vii) you are dissatisfied with the quality of purchased Product due to size issue, fit issue, colour issue, manufacturing defects, shrinkage in fabric, colour bleeding (each referred to as “Non-Compliant Product”).
3.3. You may request for an exchange of Exchangeable Product, or return of Non-Compliant Product within seven (7) days from the date of delivery of the Product to you (“Exchange Period or Return Period”), unless such Product is listed as non-exchangeable or is a Non-Returnable Product under this Policy and/or on the Platforms.
3.4. Products purchased online can be exchanged or returned in a GiorVan store or by contacting our customer experience executive. In-store exchange or return of the Product must be initiated in the same country as the billing address specified in the invoice of the Product.
3.5. Exchange or return requests are subject to inspection and quality check. Exchangeable Product will be shipped, or the refund for the Product returned will be refunded once your Product has been duly inspected and accepted by our quality assurance team.
3.6. You shall keep the Products in its unused, original and merchantable condition, along with the original invoice/sale receipt, brand outer box, MRP tags attached, user manual, warranty cards, and original accessories in manufacturer packaging (if any) for a successful exchange or return of the Product. The Product should satisfy the conditions mentioned under this Policy. We may accept the request for exchange or return of such Product subject to successful verification and assessment by our quality assurance team in accordance with the terms of this Policy. You agree that our decision in relation hereof shall be final and binding on you.
3.7. If you have received any Product which is subject to exchange or return in terms of this Policy, we suggest you to immediately register a request in this regard on the Platforms. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us; or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for exchange or return. For such verification, we may request you to send us images of the damage or defects to the Exchangeable Product or Non-Compliant Product received and/or allow our personnel to schedule a visit to assess the damage, defect or non-compliance in the Product. Further to the assessment of the damage or the concern reported in the exchange or return request, we may in our sole discretion resolve the issue in a manner as we may deem fit.
3.8. Refund or exchange request will be processed only when the conditions as may be stipulated by us under this Policy are fulfilled at the time of exchange or return of such Products, such as the Product must be in its original and merchantable condition (including water seal stickers in case of fragrances), along with the price tag intact including original packaging of the Product, the brand outer packaging of the Product and all accessories therein, and no damage having occurred to the Product while in your possession once the Product is delivered and you had accepted the delivery.
3.9. You agree that we will not accept the exchange or return of any Product: (i) if the Product belongs to non-exchangeable or Non-Returnable Products category; and (ii) if you fail to request exchange/return/register a complaint in relation to the Product within the Exchange Period or Return Period. For the avoidance of doubt, any damage to the Product caused by you, including but not limited to improper handling, usage or storage of the Product, or any modification(s) or changes to the Product by you or a third party or any depreciation in the value of the Product for any other reason, will disqualify the Product for being exchanged or returned. This will not be deemed as a manufacturing defect. Any decision by us in this regard shall be final and binding on you.
3.10. You may exchange or return a Product(s) purchased from us, provided always that such Product(s) satisfies the following mandatory conditions:
a) The Product has not been worn, washed, cleaned, used or tampered with.
b) The price tag/bar code, brand tags, original packaging material, including brand boxes and protective coverage accompanying accessories is intact and not altered, damaged or discarded.
c) The bar code of the Product, as applicable, must match our records.
d) The accessories delivered shall be returned along with the Product, in an undamaged or unaltered condition.
e) The Product is not altered, unless proven manufacturing defect.
f) In case of accessories, if the returned accessories of the Product are fake or counterfeit or damaged.
g) Exchange is being initiated against the same order under which it was bought and from the same account.
h) The gifts accompanying the purchased Product shall also be returned. Such gift should not show signs of being used, washed, damaged or defect.
i) There is no foul odour, perfume, stains, dents, scratches, tears or damage on the Product.
j) The Product(s), if bought as a set, should be exchanged or returned as a complete set.
k) We are satisfied that the Product has not been rendered defective or unusable.
l) You have not breached any terms of this Policy.
We reserve the right to reject the exchange or return request for a Product if it does not meet the above conditions.
4. Refunds
4.1. Once confirmed by our quality assurance team, refund shall be processed within fourteen (14) business days. Banks or financial intermediaries may take longer time to process the refund request. In case the refund has not been processed by the date advised, please reach out to us.
4.2. All refunds shall be subject to applicable policies and charges of your bank/financial institution/payment gateway, as may be applicable from time to time.
4.3. At the time of raising a request for return or cancelling the Products on any of the Platforms, you may seek refund for the Non-Compliant Product or cancelled Products. Such refund will be made to you only in the event the payment has been received by us for the Products returned or cancelled.
4.4. When you opt to cancel or return the Products, upon our receiving, verification and assessment of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy and information mentioned on the Platforms, will be processed within a period fourteen (14) business days from the date of us receiving the Products and verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by us in this Policy and/or on the Platforms are fulfilled. For the avoidance of any doubt, it is clarified that we shall not make any refund in respect of a Product that is deemed ineligible for a refund based on our verification and assessment. You agree that our decision in relation hereof shall be final and binding on you.
4.5. Refunds shall be credited to the original payment mode through our normal banking channels, except in cases where you had opted for cash on delivery. You acknowledge that after initiation of refund, it may take additional time for your refund to be reflected in your account which is subject to your financial institution, or payment solution provider’s terms and conditions.
4.6. In case you had opted for cash on delivery for the Products, we will credit the refund amount to either your GiorVan account (“GiorVan Credit”), or to your bank account, provided that details of such bank account has been shared by you at the time of refund request. For the avoidance of doubt, GiorVan Credit cannot be exchanged for cash, and can only be utilised within the Platforms.
4.7. We will make reasonable attempts to keep you apprised of the status of the refund through updates which will be shared on your account on the Platforms, registered mobile number and registered email address. We disclaim any and all liabilities that may arise on account of its failure to keep you apprised of the status of the refund due to any technical reason beyond our reasonable control.
4.8. We reserve the right to reject a refund request for a Product if it does not satisfy the quality parameters specified under this Policy upon our assessment pursuant to its return. We shall not be liable in this respect in any manner whatsoever. You agree that our assessment and decision in relation hereof shall be final and binding on you.
5. Defective or Damaged Products
5.1. You may raise an exchange or return request for Non-Returnable Products in case you have received any Product with inherent manufacturing defect. You agree that our assessment and decision in relation hereof shall be final and binding on you.
5.2. We will provide instructions for returning the defective or damaged Product, and either: a) offer a replacement; or b) offer a full refund subject to the successful verification and examination of the damaged or defective Non-Returnable Products.
6. Miscellaneous
6.1. We reserve the right to change, update or amend the terms of this Policy at any time without having to serve a prior notice to you. We recommended that every time you wish to use the Platforms for purchase of Products, please check the Policy to ensure that you understand the terms and conditions that apply at that time when you are placing any order for Product(s) offered for sell or sold on the Platforms.
6.2. This Policy is governed and interpreted in accordance with the laws of India. Any disputes arising from or relating to this Policy will be subjected to the exclusive jurisdiction of the courts located in Bengaluru, India.
7. Customer Support
7.1. Any queries or concerns relating to the cancellation, exchange, return or refund may be directed to our customer support team at the below mentioned coordinate:
Contact Details: customersupport@giorvan.com
