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:

  • 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.
  • Store credit can be availed only once for a single order. Subsequent return or exchange requests for the same order will not be accepted.
  • If an order is returned, any accompanying free gift must also be returned.
  • For promotional offers like Buy 2 Get 1, all three products must be returned if you wish to return any item from the offer.
  • If the product is not handed over to the courier during the scheduled pickup, the customer will need to self-ship the item.
  • 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.
  • For partial returns on orders with more than two items, the refund amount will be recalculated based on applicable discounts on the items retained.
  • 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.
  • 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.
  • 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.