RETURNS & REFUNDS
If you claim a leakage in the product or if it was damaged during the delivery process, please send us an email with the following details, within 48 hours of the delivery date. We will issue a product exchange for any product that is returned in a saleable and undamaged condition, in its original packaging and can be verified to be damaged/faulty. Please allow one to three weeks from the day you return your package, for your exchange request to be fully processed and closed.
Please write to us within 48 hours of receiving the product that you would like to exchange or refund at firstname.lastname@example.org with the following details:
Complaint Order Number
Please specify if you are a Soundarya Club Loyalty Member or not along with Card Number
Details of your request or complaint
Images or videos to support the complaint with Batch details clearly visible as below, without which we cannot process the request
In case the internal packaging and the outer packaging received is very dirty- clear images or video of the complete open package received along with clear images or video of the mono-carton and outer packaging
Mono carton refers to the KOOVIKA box/packaging the individual product comes in, while outer packaging refers to the larger box the entire order is shipped in. Images of both are required to process claims.
In case the product received is empty or volume of the product is less or product is missing in the package or a wrong product has been delivered- clear images or video of the empty/ faulty/ product with less volume/ or product missing/ or wrong product delivered along with clear images or video of spillage (if any wherever applicable), mono-carton and outer packaging images too.
In case the product is not sealed/ leakage/ broken products –clear images or video of the non-sealed/ leaking/ broken products along with clear images or video of spillage (if any), mono-carton and outer packaging images too. Please also send images to show seal has been tampered with if that is the claim along with the above.
Once all the details are received, it would take our team 3 working days to revert on the complaint/ query/ issue. In case an exchange is approved for your complaint, you will be informed of the same with an authorization number, and a reverse pick-up of the product will be arranged. In the case of a product refund, once your request is approved the refund will reflect in your account within 10-15 days and you will be sent an email confirming the same.
All products to be exchanged must be sent back to us packed in the same packaging as it was received in and physically accompanied in the reverse pick-up by the original receipt and a document that states the following:
Address of dispatch
Name & Address of the customer
Contents of the package
Please also email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email.
Once the package is received by our warehouse team the exchange order will be processed within 24 hours. You will then be informed of the new consignment tracking details.
Please note orders for Gift boxes are not applicable for exchange or refund here.
KOOVIKA Online is not responsible for damage after delivery.
Once the order gets cancelled, amount will be refunded to the customer based on the payment mode chosen by the customer at the time of placing the order.
Credit/Debit Card/Net Banking/Wallets – 5-7 business days
If transaction is done by through NEFT and Cheque then customer need to share below mentioned details at our Email Id email@example.com from registered e-mail id.
1. Account number
2. Account Holder name
3. IFSC Code
4. Order No
5. Order Name
After receiving the required information for refund, refund will be processed in 2 business days and same will reflect in your account in another 2-7 business days.
What if I am not satisfied with product/services?
In case you are not satisfied with the product/services, you can get in touch with our customer care department and the team would ensure that the promised product/services are delivered to you.