Return & Replacement Policy

Platform: Koovira (operated by TRISHARA VENTURES LLP)

Registered Country of Operation: India

Contact: +91-9770411162 | support@koovira.com

These policies are intended to be read in conjunction with applicable laws of India, including (as amended from time to time) the Information Technology Act, 2000 and rules thereunder, the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, as well as any other sector-specific regulations that may apply. This text is for general informational purposes only and is not a substitute for independent legal advice.

1. Applicability

This Return & Replacement Policy ("Policy") primarily applies to purchases of physical products made through the Koovira Platform from eligible sellers. For services, digital content, subscriptions, jobs, real estate, hospitality and other verticals, separate terms may apply as notified at the time of transaction and as required by applicable laws of India.

2. Eligible Reasons for Return or Replacement

Subject to the specific return window and conditions indicated on the product page or order details, products may be eligible for return or replacement where:

• the product is received in damaged, defective or non‑functional condition;
• the product is materially not as described in the listing (e.g. different model or key features missing);
• the wrong item, size or variant is delivered; or
• there are missing parts or accessories as promised in the product listing.

To help us assess your claim promptly, we encourage you to report issues as soon as possible and, where feasible, to provide supporting evidence such as photographs or videos.

3. Return Window and Process

Each product may have a specific return window (for example, 3 days, 7 days, or 10 days from the date of delivery), which will be indicated on the product page or during checkout. Return requests submitted after the applicable window may be rejected unless required otherwise under applicable law.

To initiate a return or replacement, you should:

• navigate to your order history within your Koovira account;
• select the relevant order and choose the "Return" or "Replacement" option, where enabled; or
• contact Koovira support with your order details and reasons for the request.

4. Condition of Returned Products

Unless the product was delivered in damaged or defective condition, products must generally be returned in their original condition, including original packaging, tags, labels, manuals and all accessories that came with the product. Reasonable wear and tear associated with normal inspection is acceptable, but substantial damage, missing components or signs of improper use may impact your eligibility for a full refund or replacement.

5. Inspection and Quality Checks

All returned products are subject to inspection and quality checks either by the seller, an authorised service centre or a logistics partner. Based on the results of such checks, Koovira may:

• approve a full or partial refund of the purchase price;
• offer a replacement with the same or substantially similar product, subject to availability; or
• offer repair as a remedy where reasonable and consistent with product type and warranty terms.

6. Non-Returnable or Limited-Return Categories

Certain categories of products may be labelled as non‑returnable or subject to limited return conditions, including but not limited to:

• perishable items or those with a very short shelf‑life;
• intimate apparel and personal care items where hygiene is a concern;
• custom‑made, personalised or made‑to‑order products;
• digital goods or items where the seal has been broken and the product is susceptible to copying;
• items explicitly marked as non‑returnable at the time of purchase.

These limitations are in addition to any restrictions imposed by applicable consumer protection laws, which may in some cases provide mandatory return rights regardless of policy.

7. Refund Mode for Returns

Where a refund is approved following a return, it will ordinarily be processed to your original payment method or, where permitted, as credits to your Koovira wallet. The time taken for funds to appear depends on your payment provider and is beyond Koovira’s direct control.

8. Abuse of Return Policy

Koovira reserves the right to reject return requests, limit returns or close accounts where we reasonably suspect abuse of the return process, including but not limited to repeated return requests without valid justification, use of products followed by returns, or attempts to return products that have been deliberately damaged or altered.

Note: This Return & Replacement Policy is a general template tailored for Koovira and TRISHARA VENTURES LLP and should be reviewed and adapted by qualified legal counsel licensed in India to ensure compliance with consumer protection laws and alignment with your specific product and logistics workflows.