1. 7-Day Window for Returns & Replacements

You can request a replacement or return within 7 calendar days from the date your order is marked as delivered by the courier partner.

2. Eligibility Criteria

To qualify for a valid return or replacement:

• The item was received in a damaged, broken, or leaking condition.
• An incorrect product, size, or pack was delivered.
• The product is in its original packaging with original seals, labels, and caps intact (for non-damaged items).
• A valid proof of purchase (Order Confirmation Email or Order ID) is provided.

3. Non-Returnable Items

Due to health, chemical safety, and hygiene regulations, the following cannot be accepted for return or refund:

• Bottles or containers that have been opened, used, diluted, or unsealed (except in cases of transit leakage reported upon delivery).
• Requests raised after more than 7 days from the delivery date.
• Items damaged due to customer misuse, improper storage, or accidental spills after delivery.

4. How to Request a Return or Replacement

1. Step 1: Email us at support@cleanovya.shop with the subject line: Return/Replacement Request - [Your Order ID].
2. Step 2: Provide a brief description of the issue along with 2–3 clear photos or a short video showing the damaged bottle, leak, or incorrect item.
3. Step 3: Our team will review your request within 24 business hours.
4. Step 4: Once approved, we will either dispatch an immediate free replacement or schedule a reverse pickup at your address.

5. Refund Process & Timelines

If a refund is approved rather than a replacement:

• Prepaid Orders (Cards, Net Banking, Wallets, UPI): Refunds are credited back to the original payment source within 5 to 7 business days following approval or receipt of returned goods.
• Cash on Delivery (COD) Orders: Refunds are processed directly to your verified bank account or UPI ID provided securely during customer service communication.

6. Order Cancellations

You may cancel your order at no cost before it has been dispatched from our facility. Please email support@cleanovya.shop as soon as possible with your Order ID. Once an order has been handed over to the courier partner, it cannot be cancelled in transit, but you may refuse delivery or request a return upon delivery.