1. Shipping Policy

We offer free standard shipping on all prepaid orders of ₹1,099 and above within India.

For orders below ₹1,099, standard shipping charges will apply based on courier serviceability and pin-code. The exact shipping fee will be calculated based on your delivery address and displayed at checkout before you complete the payment.

Cash on Delivery (COD) is not available. All orders on www.vivedaa.com must be prepaid via available online payment methods (credit/debit cards, UPI, digital wallets, net banking, etc.).

Orders are typically shipped within 2 to 4 business days (excluding Sundays and public holidays) from the date of order placement on the website.

Once shipped, most orders are delivered within 3 to 7 working days, depending on your location and courier serviceability.

We partner with trusted third-party logistics service providers ("Logistic Partners") to ship and deliver your products. You can track your order using the "Vivedaa – Track your Order" link shared via SMS/email or available on our website.

We endeavor to ship across India; however, some pin codes may be unserviceable. We may, at our sole discretion, maintain a list of non-serviceable areas and cancel orders where delivery is not possible. Refunds in such cases will be processed as per this Policy.

You agree that we are authorized to collect, on behalf of the Logistic Partner, any shipping and delivery fees applicable to your order. If shipping fees are charged, they are generally non-refundable, except where a defective, damaged, deficient, or incorrect product (for reasons attributable to and accepted by us after verification) has been delivered.

Title and risk in all products pass to you upon delivery of the products to your shipping address.

2. Delivery

To ensure timely delivery, we may request details such as your name, full shipping address, pin code, nearby landmark, and contact details (mobile number and email address). You must ensure all information submitted is true, complete, and accurate. We will not be liable for delays or failed deliveries resulting from incomplete, incorrect, or insufficient information.

2.1 Secure Delivery with OTP

For secure delivery, we may enable One-Time Password (OTP) verification:

• After dispatch, an OTP may be sent to your registered email address and/or mobile number.
  
• The delivery agent may ask you to share this OTP at the time of delivery to record it on their device.
  
• Please do not share the OTP over phone calls or before physically receiving the shipment.
  

2.2 Delivery Attempts

We will attempt to deliver the purchased products to your designated address within the estimated delivery timeline notified to you.

If you are unavailable to accept delivery, our Logistic Partner may attempt delivery up to three (3) times within 48 to 72 hours. If these attempts fail and you remain unavailable or unreachable, we may cancel your order at our sole discretion and the product will be returned to origin. In such cases, we reserve the right to deduct shipping and delivery charges borne by us while processing any refunds.

While we make reasonable efforts to ensure timely delivery, delays may occur due to logistical challenges and circumstances beyond our control (for example: weather conditions, strikes, natural disasters, or operational issues at the courier's end). In such cases, we may attempt to inform you via your registered mobile number and/or email, but we shall not be liable for any claims or compensation arising from such delays.

2.3 Reverse Pickup

Reverse pickup or return services are subject to pin-code serviceability by our Logistic Partner. If reverse pickup is unavailable at your location, you may be requested to send the products to us via a reliable courier service. We will then work with you to find the best possible resolution.

We endeavor to work with Logistic Partners and delivery staff who uphold high standards of ethics and professionalism. However, since delivery is executed by third-party personnel, we are not liable for any act or omission by such individuals, including delays, wrong delivery, tampering, or deficiency in service.

3. Cancellation, Return and Refund Policy

3.1 Applicability

By using Vivedaa's website (www.vivedaa.com) and/or initiating a purchase request, you agree to be bound by the terms of this Cancellation, Return and Refund Policy. If you do not agree to these terms, please do not transact on the website. We may update this Policy from time to time, and you are advised to review it periodically.

3.2 Mandatory Unboxing Video

Due to the nature of e-commerce and the involvement of third-party courier services, errors and damages may sometimes occur. To help us resolve issues efficiently and fairly, an unboxing video is mandatory for all complaints or claims related to damaged, missing, wrong, or quality-issue products.

Requirements for Unboxing Video:

• The video must be recorded from the moment you show the sealed package, clearly displaying the shipping label, all sides of the package, and the entire unboxing process in one continuous shot (no edits or cuts).
  
• All items inside the box must be clearly visible in the video, including any damages or discrepancies.
  
• Complaints must be raised within 48 hours from the date of delivery, along with the unboxing video and photos where needed.
  

3.3 Before Receiving the Package

Before accepting the package:

• Inspect it for any visible signs of tampering or damage.
  

If the package appears tampered with or damaged:

• Take clear photos of the package.
  
• Reject the delivery and inform us via WhatsApp (+91 9145097177) or email (info@vivedaa.com) with your order ID and photos.
  

Note: Acceptance of a tampered or visibly damaged package may limit or disqualify certain return claims (such as physical damage or missing items).

4. Order Cancellation

Orders can be cancelled only before they are shipped. Once an order has been shipped, cancellation requests will not be accepted.

If your order is successfully cancelled prior to dispatch, the refund will be initiated to the original payment method within 5 to 7 business days. Actual credit timelines depend on your bank or payment provider.

Discount codes and vouchers are single-use only and will be considered used if the order is cancelled for any reason; they will not be reissued.

To cancel your order (before shipping), please contact:

WhatsApp / Call: +91 9145097177

Email: info@vivedaa.com

5. Returns and Replacements

Returns are accepted only for products purchased directly from www.vivedaa.com.

5.1 When Returns or Replacement May Be Accepted

Subject to verification by our Customer Delight Team, an item may be eligible for replacement or store credit in the following cases:

• Wrong product received (only unopened and unused products will be accepted).
  
• Damaged or defective products (such as leakage or broken packaging).
  
• Quality issues reported with appropriate evidence.
  
• Missing product(s) in the parcel.
  
• Expired product(s) received.
  

Important: For missing or wrong products, you must contact us within 48 hours of delivery with the unboxing video and supporting photos.

5.2 Conditions Where Returns or Replacement Are Not Accepted

A product will not be eligible for return or replacement if:

• It is opened, used, or altered in any way.
  
• It is returned without original packaging, mono cartons, labels/price tags, freebies, or accessories, or if such packaging is damaged.
  
• The serial number or barcode on the product or packaging has been tampered with.
  
• The product is received by you in damaged condition and you accepted a visibly tampered/damaged parcel at delivery.
  
• The return/replacement request is raised:
  
• Beyond 48 hours from delivery in case of damaged/missing product, or
  
• Beyond 7 days from delivery for other eligible issues.
  

Note: We currently do not offer product exchanges for a different product or variant once the order is delivered (no change-of-mind exchanges).

After we verify your return/replacement request, we will process either:

• Replacement of the product (subject to stock availability), or
  
• Store credit, or
  
• Refund to the original payment method, as per our assessment and this Policy.
  

6. Refund Policy

Refunds are applicable in the following scenarios:

• If ordered products are not delivered within 30 days of order placement and are not in transit due to factors beyond our control.
  
• If the shipping address/pin code is not serviceable by our partner courier companies and we are unable to fulfill the order.
  

Once approved, refunds will be initiated within 5 to 7 business days to your original payment method. The time taken for the amount to reflect in your account depends on your bank or payment provider.

Shipping charges and other handling fees (if any) are generally non-refundable, except where we deliver a defective, damaged, or incorrect product and accept responsibility for the issue after due verification.

Separate return/refund rules may apply during specific promotions or sale campaigns, which will be displayed on our website from time to time.

We also reserve the right to cancel any order without prior confirmation with the customer, in which case refunds will be processed in accordance with this Policy.