At Qiveera Ventures, we take great care to ensure that our products are packed securely and delivered to you in good condition. Customer satisfaction and pet safety are important to us. Due to the hygiene and safety nature of pet grooming and personal-care products, products once delivered are generally not eligible for return or exchange, except in cases where the product is damaged, leaking, defective, expired, incorrect, missing from the order, or otherwise eligible under applicable law.
1. ELIGIBLE CASES FOR REPLACEMENT OR REFUND
• The product received is damaged or leaking.
• You received a product different from the one ordered.
• The product received is expired.
• The product has a genuine manufacturing defect.
• A product is missing from your delivered order.
To help us verify and resolve your request, please provide your Order ID, name and registered mobile number/email address, a brief description of the issue, clear photographs of the product and outer/inner packaging, and an unboxing video if available.
After reviewing the information provided, Qiveera Ventures may approve a replacement or refund, as appropriate. If a replacement is approved but the same product is unavailable, we may offer a refund instead.
2. NON-RETURNABLE / NON-REFUNDABLE CASES
• The product has been opened or used and there is no verified defect.
• The customer changes their mind after delivery.
• The customer ordered the wrong product.
• The customer does not like the fragrance, texture or other personal-preference characteristics of the product.
• The product does not produce the customer’s personally expected result, where there is no defect in the product.
• The product has been damaged due to misuse, improper handling or improper storage after delivery.
• The claim is made outside the applicable reporting period, unless otherwise required by law.
• Sufficient information reasonably required to verify the claim is not provided.
Individual pets may respond differently to grooming and personal-care products. A product not producing a customer’s expected result does not by itself constitute a manufacturing defect. Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable law.
3. DAMAGED OR LEAKING PRODUCTS
If your order arrives damaged or leaking, please contact us within 48 hours of delivery.
Please retain the product and its original packaging until your request has been reviewed.
Clear photographs of the damaged/leaking product and packaging should be provided. An unboxing video, if available, may help us verify transit-related damage more quickly.
Please do not dispose of the affected product until we have completed our review or advised you otherwise.
4. WRONG OR MISSING PRODUCT
If you receive an incorrect product or an item is missing from your order, please notify us within 48 hours of delivery.
After verification, we will arrange an appropriate replacement, shipment of the missing product, or refund, as applicable.
5. MANUFACTURING DEFECT
If you believe a product has a genuine manufacturing defect that could not reasonably have been identified immediately upon delivery, please contact us within 7 days of delivery.
We may request photographs, batch details, packaging information and other reasonable information required to investigate the issue.
After verification, an appropriate replacement or refund may be provided.
6. REFUND PROCESS
Once a refund request has been reviewed and approved, the refund will normally be processed to the original payment method used for the purchase.
After the refund is processed by us, please allow approximately 5–10 business days for the amount to reflect in your account, depending on your bank, card issuer or payment service provider.
For Cash on Delivery (COD) orders, where applicable, we may request your bank account or UPI details to process an approved refund.
Any payment information requested for a refund should only be provided through Qiveera’s authorised customer-support channels.
7. ORDER CANCELLATION
You may request cancellation of an order before it has been processed or dispatched.
Once an order has been packed, shipped or handed over to the delivery partner, cancellation may no longer be possible.
If an eligible prepaid order is successfully cancelled before dispatch, the amount paid will be refunded to the original payment method.
Any payment information requested for a refund should only be provided through Qiveera’s authorised customer-support channels.
8. REFUSAL OF DELIVERY
Customers are requested to carefully review their order before placing it.
Repeated or unjustified refusal of Cash on Delivery orders may result in Qiveera restricting the availability of COD for future orders, where permitted by applicable law.
9. PRODUCT REACTIONS & PET SAFETY
Our products should be used according to the instructions provided on the product label or packaging.
Pets may have individual sensitivities or allergies to particular ingredients. If your pet experiences irritation or an unexpected reaction, discontinue use and consult a veterinarian where appropriate.
Please contact us with the product name, batch number and details of the issue so that we can review and investigate the matter.
The occurrence of an individual sensitivity or reaction does not automatically establish that the product is defective. Any claim relating to product quality or a suspected manufacturing issue will be reviewed based on the available information.
10. HOW TO RAISE A REFUND OR REPLACEMENT REQUEST
To raise a request, please contact Qiveera Customer Support with the following information:
Order ID:
Customer Name:
Registered Mobile Number/Email:
Product Name:
Reason for Request:
Description of the Issue:
Photographs: Attach clear photographs of the product and packaging
Unboxing Video: Attach if available
Please ensure that the information provided is accurate so that we can review your request promptly.
11. CONTACT US
For questions regarding refunds, replacements, damaged products or order-related issues, please contact:
Qiveera Ventures
Website: qiveera.com
Customer Support Email: support@qiveera.com
Phone/WhatsApp: +91 99140 10196
We aim to review customer concerns fairly and resolve genuine issues as quickly as reasonably possible.
Qiveera Ventures reserves the right to review each refund, replacement or return request based on the circumstances of the case, subject always to applicable consumer protection laws.