30

Days from Delivery
Return Window

7

Days from Receipt
Refund Processed

Free

Return Shipping
on Approved Returns

Choice

Refund or
Store Credit

Return Window

You may request a return for most products purchased on Alvencia™ within 30 days from the date of delivery. Every day counts from the day your order is marked as delivered, not from the date of purchase or dispatch - for example, if your order is delivered on 1 May, your return window closes at the end of 30 May.

If more than 30 days have gone by since you received your purchase, we will not be able to offer a return or exchange under this standard policy, except in special cases such as a product recall or a safety issue, which we review individually.

Your Rights Under Indian Law

Beyond the return conditions set out in this policy, you hold statutory rights under Indian consumer law that exist independently of any policy we publish.

Return Eligibility Requirements

Not every return request is automatically accepted. To be eligible, your request and the item must meet the following conditions:

• The return request is made within 30 days of the delivery date.
• Because of hygiene and safety standards, the product itself is in its original, unused, and unopened condition - the bottle, jar, or tube seal must be intact and the product must not have been used, tested, or tampered with. You are welcome to open the outer delivery box to inspect the item; it is the product's own seal that must remain unbroken.
• The item is returned with its original packaging, including any boxes, tags, inserts, or freebies that came with it.
• You provide proof of purchase - your order number, invoice, or order confirmation email (or we can verify via your order history if you purchased through an Alvencia™ account).
• We reserve the right to decline a return if the item received does not meet these conditions - for example, if a product arrives half-used or with a broken seal and no defect was reported beforehand, we may not be able to process the refund, and we will explain why.

Items That Are Not Eligible for Return:

For the safety of all our customers, we cannot take back products that have been opened or used unless there was a quality issue or the product was damaged or contaminated on arrival. If you tried a product and experienced an adverse reaction or have a specific concern, please contact our support team - your well-being matters to us, and we handle such cases individually.

Exchanges

We accept exchanges for all eligible products. If you would like to exchange an item for a different product, simply let us know when you initiate your return and our team will guide you through it.

Return Shipping Costs

Return shipping is free for you. We either provide a prepaid, printable return shipping label at no cost, or arrange a reverse-pickup courier visit directly from your address - whichever is more convenient for your approved return or exchange.

How to Initiate a Return

We have made the return process simple and customer-friendly. Please follow these steps:

Return Address

If you need to ship a return to us yourself, please use the address below. This address will also appear on any return label we send you, so you do not need to write it out yourself:

Refunds, Store Credit & Cash on Delivery

Once we receive your returned item, here is exactly what happens:

Inspection and Approval:

Our team inspects the returned product, usually within 48 hours of receipt, to verify its condition and match it against your order. If everything checks out, we approve the return and notify you by email. If there is an issue - for example, the product was found used or is not otherwise eligible - we will explain the situation, and rather than issuing a refund we may send the product back to you if you wish, with freight for that shipment borne by you.

Refund to Your Original Payment Method:

All refunds are processed within 7 days from when we receive your return, credited back to the same payment method used at checkout (card, net banking, UPI, or digital wallet). The exact date the credit reflects in your account after that depends on your bank or payment provider's own processing time, which is outside our control.

Store Credit (Alternative to Refund):

Instead of a refund to your original payment method, you may choose Alvencia™ store credit - a gift card or coupon code equivalent to the refund amount. We sometimes add a small bonus to store-credit refunds (for instance, an extra ₹50 or a 5% bonus) as a token of appreciation. Store credit is typically issued as soon as the return is approved and can be used right away on our website.

Cash on Delivery (COD) Orders:

If you paid by Cash on Delivery, we will coordinate the refund with you rather than reversing a card payment. Your options are a bank transfer (NEFT/IMPS, using the account name, number, and IFSC you provide), a UPI transfer to the UPI ID you share, or store credit as above. COD refunds cannot be issued as cash, since we avoid cash handling by mail for safety reasons; the same 7-day processing timeline from our receipt of the return applies.

Partial Refunds:

If you are returning only part of a multi-item order, we refund the price corresponding to that item. If any discount or bundle pricing applied to the order, we recalculate accordingly and will clarify the refund amount with you before finalising it.

You will receive an email confirmation once your refund has been initiated, with a relevant transaction or reference number. If you do not see it reflected in the expected time, reach out to us and we will help resolve it with the payment processor.

Damaged, Defective, Incorrect, or Missing Items

We take full responsibility for the situations below. Please report them as soon as you notice them.

Damaged, Leaking, or Defective on Arrival:

If a product is damaged, leaking, or defective out of the box despite our quality checks, we sincerely apologise. Contact us at support@alvencia.com within 48 hours of delivery if possible, with photos of the issue. We will fast-track a replacement of the same item at no extra cost, or offer a full refund - whichever you prefer.

Wrong Item Received:

If we sent the wrong product or the wrong variant, please keep it sealed and let us know. We will arrange a pickup for the incorrect item while dispatching the correct product to you, at no additional cost.

Missing Item from Order:

If your order arrives missing an item listed on your order confirmation, contact us within 48 hours with your order number and photographs of what you received, including the open package. We will investigate and either send the missing item or issue a proportional refund.

Order Cancellation

You may cancel your order at no cost if it has not yet been dispatched. Contact us as soon as possible at support@alvencia.com, live chat, or phone with your order number and reason for cancellation.

If your order has already been dispatched, cancellation is not possible at that stage - you will need to receive the delivery and then initiate a return within the 30-day window described in this policy.

Prepaid orders: if we approve cancellation before dispatch, we will refund your payment to the original payment method.

COD orders: since no payment has been collected before dispatch, no refund is applicable at the cancellation stage - the order simply will not be fulfilled.

For complete details, please visit our Order Cancellation Policy page.

Lost or Delayed Parcels & Returns

If an order you are expecting has not arrived, or a return you shipped back to us has not reached our facility, please contact us at support@alvencia.com with your order number (and, for returns, your tracking number or drop-off/pickup receipt).

We will raise an investigation with our courier partner and work with you toward a resolution - which may include a resend, a refund, or confirming safe receipt. A short gap in tracking updates does not necessarily mean a parcel is lost, as this can occur at courier sorting hubs, so please allow a reasonable window before raising a claim.

Late or Missing Refunds

If you have received our refund confirmation email but the amount has not appeared after 7 days, please take these steps before contacting us:

1. Check your bank statement, passbook, or payment app history closely - refunds sometimes appear under a different transaction reference.
2. Contact your bank or payment provider and ask them to check for any pending credit transactions.
3. If you paid via UPI or a digital wallet, check the full transaction history within the app, including the "Received" or "Credit" section.
4. If it still has not appeared, email us at support@alvencia.com with your order number and our refund confirmation email, and we will investigate and help resolve it with the payment processor.

Returns Sent Without Prior Approval

Please always start a return by contacting us first, so we can issue you a Return Authorization and the correct return method - a label or a pickup. This protects you by ensuring your return is logged, tracked, and handled correctly from the start.

If an item you send back does not meet the conditions in Section 3 - for example, it arrives used or without a prior-approved return - we will let you know, and rather than processing a refund we may send the product back to you if you wish, with the return freight for that shipment borne by you.

Customer Responsibilities

As a customer using our return and refund process, you are responsible for:

• Initiating your return request within the 30-day window from the date of delivery.
• Providing accurate and complete information about your reason for return, including photographs where relevant (for example, damage or a wrong item).
• Keeping the product sealed and unused, and returning it with its original packaging, tags, inserts, and any freebies included.
• Using the return method we provide - our label or a scheduled pickup - and keeping your pickup receipt or tracking number until your refund or exchange is confirmed.
• Providing accurate bank account or UPI details when requested for a COD refund.
• Keeping your registered email address and phone number reachable so our team can update you on your return.
• Reporting damaged, defective, incorrect, or missing items promptly after delivery.

Our Commitments to You

As a business operating under the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020 of India, Alvencia commits to:

• Reviewing every return request honestly and responding quickly - typically within a few hours, as we operate 24/7.
• Explaining clearly if a return is not approved.
• Providing a free return method - a prepaid label or a courier pickup - for every approved return or exchange.
• Inspecting returned items within 48 hours of receipt.
• Processing your refund within 7 days of receiving your returned item, to your original payment method or as store credit, whichever you choose.
• Keeping you informed by email at every stage of your return, exchange, or refund.
• Maintaining a fair and transparent complaints process, and looking into genuine product-quality concerns individually, even outside the standard return conditions.

Fair Use of This Policy

This return policy exists to protect your interests, but we also monitor for misuse. Excessive returns, especially after usage, or frequent claims of non-receipt, may be flagged. We reserve the right to deny service to customers we find exploiting the policy - for example, serial returners who use significant portions of a product and then return it repeatedly. This keeps things fair for everyone, and we appreciate your understanding.

All return claims are subject to verification and we may request additional documentation or photographic evidence before approving a return. In serious cases involving deliberate deception, this may also amount to an offence under applicable Indian law.

GST and Refund Implications

All product prices on alvencia.com are inclusive of Goods and Services Tax (GST). Roziyo Trading Private Limited is a GST-registered entity with GSTIN 09AAKCR0819D1ZG under the CGST Act, 2017.

When a refund is issued, the full amount you paid, including the GST component, is returned to you in its entirety.

A GST-compliant credit note will be issued for refunded orders in accordance with Section 34 of the CGST Act, 2017, and sent to your registered email address. Business buyers who claimed input tax credit (ITC) on their original purchase must reverse the ITC claimed upon receipt of the credit note, as required by GST law.

Business and Contact Information

If you have any questions about your return, refund, or exchange, please reach us using the contact details below.

Policy Updates

Alvencia reserves the right to update or revise this return and refund policy at any time. Changes take effect immediately upon publication on this page. The "Last Updated" date at the top of this document reflects the date of the most recent revision.

We encourage you to review this policy before placing each order, as terms may have changed since your last visit. The version applicable to your order is the one published on alvencia.com at the time of purchase.