Refund Policy

Effective Date: 20 June 2026 | Version: 1.1

At JAAVYA, every product leaves our facility having passed rigorous quality checks. We stand fully behind the integrity of our formulations. This policy governs returns, replacements, cancellations, and refunds for all purchases made on jaavya.com and is issued in compliance with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

Please read this policy carefully before placing your order.

1. OUR REFUND PHILOSOPHY

JAAVYA is a clinical luxury skincare brand. Our formulations contain high-concentration active ingredients — including PDRN, Glutathione, Niacinamide, and Alpha-Arbutin — that are developed, tested, and quality-checked before every dispatch.

Because skincare is an intimate, consumable product, we do not accept returns or issue refunds on opened or used products except in the specific circumstances outlined in this policy. This is not a limitation of your rights — it is a hygiene and quality standard consistent with premium skincare brands globally.

Where a genuine issue exists, we will always make it right.

2. ELIGIBLE CASES — WHAT WE COVER

We will process a full replacement or refund in the following situations:

The product was delivered in a damaged or broken condition
The product received is different from what you ordered (wrong item dispatched)
The product is past its expiry date at the time of delivery
The product packaging was visibly tampered with or unsealed on arrival
Your order was not delivered within the committed timeframe and is confirmed lost in transit by our logistics partner

In all the above cases, you are entitled to a replacement or full refund as mandated by the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.

3. INELIGIBLE CASES — WHAT WE DO NOT COVER

We do not accept returns or issue refunds in the following situations:

The product has been opened, used, or partially consumed
You changed your mind after the order was placed or delivered
You experienced a skin reaction — please refer to Section 6 below
The product was purchased during a sale, at a discounted price, or using a promotional code, and the return reason is a change of mind — however, sale and discounted items remain fully covered under Section 2 if delivered damaged, defective, tampered with, or incorrect
The return request was raised after 48 hours of confirmed delivery
The outer packaging or inner seal was broken by the customer

We strongly recommend reading the full ingredient list on each product page before purchasing, particularly if you have known sensitivities or allergies.

4. HOW TO RAISE A REQUEST

If your order qualifies under Section 2, here is exactly what to do:

Step 1 — Email us at care@jaavya.com within 48 hours of delivery

Step 2 — Use the subject line: RETURN REQUEST — [Your Order Number]

Step 3 — Include the following:

Your full name and registered mobile number
Your order number
Clear photographs or a short video of the damaged, incorrect, or tampered product
A photograph of the outer packaging and shipping label

Step 4 — We will acknowledge your request within 48 hours and resolve it within 7 working days

Without photographic or video evidence, we are unable to process your request. This protects both you and us.

5. REPLACEMENT AND REFUND PROCESS

Once your request is verified and approved:

Replacement orders will be dispatched within 3–5 working days of approval
Refunds, where applicable, will be credited to your original payment method within 7–10 working days, subject to your bank's processing timelines
Razorpay processes all refund transactions — delays beyond 10 working days are governed by their processing timelines and are outside our control
You will receive email confirmation at every stage of the resolution process

JAAVYA does not charge any reverse logistics or restocking fees on approved replacement cases.

6. SKIN REACTIONS — OUR PROMISE TO YOU

JAAVYA formulations contain clinically active ingredients. Skin reactions, though rare, can occasionally occur with any active skincare — particularly on highly sensitive or compromised skin barriers.

We do not issue automatic refunds for skin reactions. This is standard practice across clinical skincare globally and falls outside the definition of a product defect under the Consumer Protection Act, 2019.

However, your experience matters deeply to us. If you experience an unexpected reaction:

Email us at care@jaavya.com with a brief description of what you experienced, the product used, and how long you have been using it
Our team will personally review your concern and respond within 48 hours
We will work with you to understand your skin profile and recommend the right product or usage protocol from our range

We do not believe in closing a conversation with a policy clause. Every concern raised is reviewed by a human, not a template.

7. ORDER CANCELLATIONS

Before dispatch (order not yet packed or shipped):

Email care@jaavya.com within 12 hours of placing your order
Use the subject line: CANCELLATION REQUEST — [Your Order Number]
If your order has not yet been dispatched, we will cancel it and initiate a full refund within 7–10 working days

After dispatch (tracking number already assigned):

Orders cannot be cancelled once dispatched
You may refuse delivery at the door — once the package is returned to us, email care@jaavya.com and we will process a refund after deducting applicable reverse logistics charges

As mandated by the Consumer Protection (E-Commerce) Rules, 2020, JAAVYA does not impose cancellation charges on orders cancelled before dispatch.

8. LOST OR UNDELIVERED ORDERS

If your order shows as delivered but has not been received:

Contact us at care@jaavya.com within 48 hours of the delivery notification
Use the subject line: MISSING ORDER — [Your Order Number]
We will raise an investigation with our logistics partner (Blue Dart / Amazon Easy Ship)
Investigations typically conclude within 5–7 working days
If the order is confirmed lost in transit, we will dispatch a replacement at no additional cost to you

JAAVYA is not liable for failed deliveries resulting from an incorrect address entered at checkout. Please verify your delivery address carefully before placing your order.

9. CHARGEBACK POLICY

JAAVYA operates a transparent, documented dispute resolution process. If you have a concern with your order, we strongly urge you to contact us at care@jaavya.com before initiating a chargeback or payment dispute with your bank or card issuer.

Chargebacks initiated without first contacting JAAVYA customer care, or raised outside the 48-hour eligible window specified in Section 4, will be treated as a breach of this policy. In such cases, JAAVYA reserves the right to submit this policy document, your order records, delivery confirmation, and all communication history to Razorpay and the relevant financial institution to formally dispute the chargeback claim.

We resolve every genuine issue raised through our customer care channel. A chargeback is never necessary when we have been given the opportunity to help.

10. GOVERNING LAW

This Refund & Returns Policy is governed by and construed in accordance with the laws of India, including the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020. Any disputes arising out of this policy shall be subject to the exclusive jurisdiction of the courts in Delhi, India.

11. CONTACT US

For all return, replacement, refund, or cancellation requests:

Name: Aarjav Jain

Designation: Grievance Officer / Founder

Brand: JAAVYA — the science of modern luxury

Email: care@jaavya.com

Response Timeframe: Within 48 hours of receipt

Resolution Timeframe: Within 7 working days for product issues; within 30 days for formal grievances under Consumer Protection Rules, 2020

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Have any questions? Please don't hesitate to whatsapp at 72066-04048 or Ping us at Care`jaavya.com