Returns & Refund Policy

Overview

We want you to love your Plivana piece. If something isn’t right, we’ll help with a return, exchange, or resolution per the guidelines below. For any assistance, reach us via WhatsApp or email — we’re here to help.

Return/Exchange Window

• Initiate within 7 days of delivery for standard returns/exchanges.
• Report damaged/defective/short shipments within 48 hours of delivery with photos/videos.

Eligibility Criteria

• Item must be unused, unwashed, and in original condition.
• All original tags, labels, manuals, freebies and packaging must be intact.
• Pickup address must match the original delivery address unless our team approves otherwise.

Non-Returnable Items

• Customized, made-to-order, or personalized items.
• Used, washed, stained, or damaged due to customer handling.
• Final sale/clearance items where marked “Non-returnable”.
• Gift cards, vouchers, and partial remnants (if any).

Item Condition

• Rugs and textiles must be free of odors, pet hair, dirt, and folds beyond normal unpacking.
• Include all accessories (e.g., inserts where applicable) in the return parcel.

How to Initiate a Return/Exchange

1. Contact us: WhatsApp or Email within the window.
2. Provide details: Order ID, item, reason, photos/videos (especially for damage/shortage).
3. Pickup: We’ll arrange pickup where serviceable. Pack securely in original packaging.
4. Inspection: Returned item is inspected at our facility.
5. Approval: On approval, we’ll process exchange/refund as per your request.

If pickup isn’t available in your pincode, you may be asked to ship the item to our Panipat address. Keep the receipt and share it with us.

Exchanges

• Exchanges are subject to stock availability.
• If the exchange item differs in price, we’ll share a payment/refund link for the difference.

Refund Method

• Original payment method (prepaid orders) when feasible, else to Plivana Wallet on request.
• For orders paid via gift card or wallet, refunds are credited back to the same.

Deductions & Fees

• Two-way shipping/handling charges may be deducted for returns not due to our error (e.g., “change of mind”, size/fit preference).
• Any missing accessories, damaged packaging, or signs of use may incur a restocking deduction.

Timelines

• Inspection typically completes within 3–5 business days after the item reaches us.
• Approved refunds are initiated within 2–4 business days post-inspection. Bank posting may take additional 3–7 business days depending on your provider.

International Orders

• Returns are accepted for eligible items; return shipping, duties, and taxes are borne by the customer unless the return is due to our error.
• Refunds exclude original shipping, duties, and taxes where charged by customs/destination.

Gifts & Gift Orders

• Gift recipients can request exchanges. Refunds, where applicable, are issued to the original payment method or as Plivana Wallet credit.
• For discreet handling (no pricing paperwork) please mention this in the order note.

COD Orders

• Approved COD refunds are typically made via bank transfer or Plivana Wallet after inspection. We’ll request your account details securely.

Sale/Promotion Items

• Sale items follow the same policy unless marked as Final Sale / Non-returnable.
• Order-level promotional freebies must be returned if the original qualifying item is returned.

Inspection & Approvals

• Our team verifies condition, usage, inclusions, and reported issues. Decisions are communicated via email/WhatsApp.
• If a return is declined, we can reship the item back to you (re-delivery charges may apply).

Fair Use & Abuse

• We reserve the right to refuse returns in cases of excessive, worn/used, or policy-misuse behavior.

Need Help?

We’re here to help with sizing, styling, and returns so you get the perfect piece for your space.

• Email: info@plivana.com
• Call: +919891245691
• WhatsApp: Chat on WhatsApp
• Studio (by appointment): A2/20, Sector 1, Eldeco Estate One, Opp. Babarpur Mandi, Panipat, Haryana