Return & Exchange

Return and Exchange Policy

At Sivona, we strive to ensure your satisfaction. We offer a 2-day return and a 5-day exchange policy for your convenience.

Return Policy:

  • If you receive a damaged or tampered package, please refuse delivery and return it to the delivery agent. Email us at care@sivonabyjanvi.com with your Order ID, and we’ll send a replacement at no additional cost.
  • To return a product, log in to your account or create one using the email ID used for placing the order. Select the "Return/Exchange" option, and we’ll arrange doorstep pickup.

Orders with Offers (e.g., Buy X Get Y):

  • Full or Partial Returns: Store credits will be issued for returned items and can be used for future purchases.

Exchange Policy:

  • Submit an exchange request within 5 days of receiving the product through your account. We’ll arrange doorstep pickup and ship the replacement within 5–5 business days.
  • Customized products cannot be exchanged.
  • For exchanges to a higher-value product, you’ll receive a coupon for the value of the returned product and pay the difference during your next purchase.
  • For exchanges to a lower-value product, the balance will be issued as a credit note.
  • Exchange orders cannot be returned or exchanged again.
  • Discounts are not applicable to exchange orders.

For assistance, email us at care@sivonabyjanvi.com.

Please Note:

  1. Upon receiving your SivonaByJanvi package, kindly record an unboxing video. If there are any issues, such as a damaged product, a missing item, or receiving the wrong product, submit this video along with your return or exchange claim. This will help us assist you more efficiently.

  2. Store credit can be availed up to two times for a single order. Subsequent return or exchange requests for the same order will not be accepted.
  3. If an order is returned, any accompanying free gift must also be returned.

  4. For promotional offers like Buy 2 Get 1, all three products must be returned if you wish to return any item from the offer.

  5. If the product is not handed over to the courier during the scheduled pickup, the customer will need to self-ship the item.

  6. Return requests must be submitted via the designated return process on our website. Requests made through email, social media, or phone calls will not be accepted.

  7. For partial returns on orders with more than two items, the refund amount will be recalculated based on applicable discounts on the items retained.

  8. If you are unable to return the shipment within the given time frame after raising a return request (within 48 hours), no refund will be provided. Instead, a credit note will be issued.

  9. When returning a product via the courier, always obtain a receipt (physical or digital). In case of a lost shipment, this proof of return will be required.

  10. Refunds will be processed within 7-10 business days after the product is received at our warehouse.

Products Not Eligible for Return or Replacement:

  • Products exhibiting physical damage.
  • Requests made after 48 hours of receiving the shipment.
  • Custom-made or personalized products.
  • Orders from special offers like Buy 1 Get 1 Free or Buy 2 Get 2 Free must be returned in their entirety. Partial orders can only be exchanged.

Important:
If you claim a missing product in your order, an unboxing video is mandatory as proof. Without this, we will be unable to process your request.