Cancellation,Return And Refund Policy

At Ivy and Prime, we are committed to ensuring that our customers are satisfied with their purchases. If for any reason you are not completely happy with your order, we offer a straightforward process for cancellations,returns, and refunds. Please review the following policy to understand your rights and responsibilities.

Cancellation Policy

The customer can choose to cancel an order any time before it's dispatched. The order cannot be canceled once it’s out for delivery.

The time window for cancellation varies based on different categories and the order cannot be canceled once the specified time has passed.

In some cases, the customer may not be allowed to cancel the order for free, post the specified time and a cancellation fee will be charged. The details about the time window mentioned on the product page or order confirmation page will be considered final.

In case of any cancellation from the seller due to unforeseen circumstances, a full refund will be initiated for prepaid orders.

Ivy And Prime reserves the right to accept the cancellation of any order. Ivy And Prime also reserves the right to waive off or modify the time window or cancellation fee from time to time.

We reserve the right to cancel your order, in whole or in part, for reasons including product unavailability, unforeseen circumstances beyond our control (force majeure), suspected fraudulent activity, violation of our Terms of Use, or logistical constraints. In all instances of cancellation (by us), you will not be charged for the canceled order. Any payments you have already made will be promptly refunded within 7 business days for any cancellations. You can track the status of your refund on the Order Details page/section.

Our return, cancellation, and refund policies may be subject to additional reasonable terms and conditions. These will be communicated to you periodically through the Platform's push notifications or other communication methods as outlined within these Terms or as determined by the Company.

We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes.

How to cancel the Order ? Cancellation before shipment

If the order of the item(s) that you want to cancel has not been shipped yet, you can raise your cancellation request via the following routes :

• Via 'My Orders' section

Go to your account > Click on 'Orders' > Go to the order you want to cancel and select 'Order Details' > Click on 'Cancel Item' > Select the item(s) in your order that you would like to cancel and provide the reason for cancellation and

'Confirm' > Once submitted, your item(s) will be cancelled and your refund will be processed.

How will I get refunded for the cancelled orders and how long will this process take?

• In case of cancellation before shipment, we initiate the refund within 24-48 business hours after receiving the cancellation request.

• In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

• For payments done through credit/debit cards or net banking, the refund will be initiated to the same account from which the payment was made within 48-72

business hours of us receiving the products back. It may take 5 business days for the amount to reflect in your account.

• We do not offer wallet refunds for cancellations

• Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

• If you had redeemed loyalty points for an order, the same will be credited back to your account in the case of a cancellation.

Return Policy

Returns is a scheme provided by respective sellers directly under this policy in terms of which the option of exchange, replacement and/ or refund is offered by the respective sellers to you. All products listed under a particular category may not have the same returns policy. For all products, the returns/replacement policy provided on the product page shall prevail over the general returns policy. Do refer the respective item's applicable return/replacement policy on the product page for any exceptions to this returns policy and the table below

The return policy is divided into three parts; Do read all sections carefully to understand the conditions and cases under which returns will be accepted.

1. Health
   

Medicine (Allopathy , Homeopathy & Naturopathy) - 2-3 days

Refund

You may request a return in case your doctor changes your prescription up to 30 days from the date of delivery. Returns will be accepted only if products are in unused condition, and

refunds will only be in the Ivy And Prime HealthPlus wallet. You can return products you no longer require up to 7 days from the date of delivery.

1. Fitness

Sports Equipment (Racquet, ball, support, gloves, bags etc.)

Exercise & Fitness Equipments (Home Gym combos, dumbbell etc.) - 7-10 days Replacement only

Free replacement will be provided within 7 days if the product is delivered in defective/damaged condition or different from the ordered item.

Please keep the product intact, with original accessories, user manual and warranty cards in the original packaging at the time of returning the product.

1. Fashion & Style

Lifestyle: Watch, T-Shirt, Footwear, Sari, Short, Dress, Kid’s (Capri, Shorts & Tops), Men’s (Ethnic Wear, Shirt, Formals, Jeans, Clothing Accessory), Women’s (Ethnic Wear, Fabric, Blouse, Jean, Skirt, Trousers, Bra), Bags, Raincoat, Sunglass, Belt, Frame, Backpack, Suitcase, Luggage, etc.

Lifestyle: Jewellery, Footwear Accessories, Travel Accessories, Watch Accessories, etc..

Lifestyle: WinterWear(sweatshirt, jacket, sweater, cardigan, kids thermal, pullover, windcheater, track suit, thermal,shawl, track top, glove, muffler, scarf, blazer, uniform sweatshirt, uniform blazer, kids muffler, kids mitten, shrug, poncho,uniform sweater, cap, waistcoat, leg warmer, legging,elder halloween costume) - 10-15 days

Refund, Replacement or Exchangeoriginal packaging with their seals, labels and bar-codes intact.

1. Personal Care & Beauty

Cosmetics - 10-15 days Only if the Product is original packaging with their seals, labels and bar-codes intact.

1. Food & Nutrition

Organic food, multivitamin 5-7 days

Only if the Product is original packaging with their seals, labels and bar-codes intact.

1. Home Care

Home: Pet Supplies & Rest of Home. ( including Home décor, Furnishing, Home Improvement Tools, Household Items)

In any case, only one replacement shall be provided

Home Improvement Tools, Household Items, Home décor, Furnishing

All Small Home Appliances (Except Chimney, Water Purifier, Fan, Geyser) Furniture - Hammock Swing & Stool

Furniture, Large appliances

Rest of Small Home Appliances - Chimney, Water Purifier, Fan, Geyser only Electronics -

Mobiles, Laptop, PrinterTablets, Laptops, Smart Watches, Headphones, Speakers)

Toys (Remote controlled toys, Learning toys, Stuffed toys etc.) Stationary (Pens, Diary notebooks, Calculators etc.)

Musical Instruments (Microphones & Accessories, Guitars, Violins etc.) 10-15 days

Refund or Replacement

For products requiring installation, returns shall be eligible only when such products are installed by the brand authorized personnel.

In order to help you resolve issues with your product, we may troubleshoot your product either through online tools, over the phone, and/or through an in-person technical visit.

If a defect is determined within the Returns Window, a refund/replacement of the same product will be provided at no additional cost. If no defect is confirmed or the issue is not diagnosed within 10 days of delivery or Installation wherever applicable, you will be directed to a brand service centre to resolve any subsequent issues.

Part 2 - Returns Pick-Up and Processing In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address During pick-up, your product will be checked for the following conditions:

The field executive will refuse to accept the return if any of the above conditions are not met.

For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.

Part 3 - General Rules for a successful Return

• In certain cases where the seller is unable to process a replacement for any reason whatsoever, a refund will be given.

• In cases where a product accessory is found missing/damaged/defective with Video Proof, the seller may either process a replacement of the particular accessory or issue an eGV for an amount equivalent to the price of the accessory, at the seller’s discretion.
  

• For products where installation is provided by Ivy And Prime's service partners, do not open the product packaging by yourself. Ivy And Prime authorised personnel shall help in unboxing and installation of the product.(Will choose Installation ) For Furniture, any product-related issues will be checked by authorised service personnel (free of cost) and attempted to be resolved by replacing the faulty/ defective part of the product. Full replacement will be

provided only in cases where the service personnel opines that replacing the faulty/defective part will not resolve the issue.'

Ivy And Prime holds the right to restrict the number of returns created per order unit, post the evaluation of the product/order defect is undertaken by Ivy And Prime’s authorized representative.

We reserve the right to seek additional information from you, including but not limited to pictures of the products, to process your return.

Products that cannot be returned

• The product that is in unsealed/opened/used condition.

• Products marked as Non-returnable.

• All temperature controlled products (like Insulin, Injection, Temperature Controlled Eye Drops, Chocolates etc.).

• Undergarments as this category is excluded from our general return policy due to hygiene reasons.

Returns, Replacements and Refunds

How do I return an item purchased on Ivy And Prime ?

Ivy And Prime offers its customers an ’Easy return policy’, wherein you can raise a

return/exchange request of a product within 7 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.

• Step 1: Follow one of the following steps:

• Go to ‘Account’ section

Click on 'Orders'. Go to the order and select 'Have a Concern'. Proceed with reason for return.

• Step 2: Once your request is received, based on the outcome of the return raised, we will pick the item from you. We will initiate the refund or replacement

process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Which are the items that cannot be returned/exchanged?

Returns will not be accepted under the following conditions:

• Product is damaged due to misuse/overuse

• Returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged

• Serial Number is tampered with.

• Defective products that are not covered under Seller/Manufacturer’s warranty

• Product is used or altered

• All temperature controlled products (like Insulin, Injection, Temperature Controlled Eye Drops, Chocolates etc.).

• Undergarments, Lingerie or Swimwear this category is excluded from our general return policy due to hygiene reasons.

• Food and Supplements ; cannot be returned since they are available during select promotions and ordered on demand

Refund for the products which should include Original packaging with their seals, labels and bar-codes intact

1. Personal Care Products (e.g., skincare, cosmetics)

2. Health Devices (e.g., thermometers)

3. Food and Supplements ; cannot be returned since they are available during select promotions and ordered on demand

Categories not eligible for Return And Video :

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund providing us with video from the point you open the delivery package .

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 15 days of receiving the order with the video recording

• Step 1: Follow one of the following steps:

• Go to ‘Account’ section

Click on 'Orders'. Go to the order and select 'Have a Concern'. Proceed with reason for return. With the video.

• Step 2: Once your request is received, based on the outcome of the return raised, we will pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and bar-codes intact.

Note: If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

Can I return part of my order?

Yes. A return can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being

returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it and the video recording.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.-

• For payments done through credit/debit cards or net banking ,the refund will be initiated to the same account from which the payment was made within 7 business

days of us receiving the products back. It may take 5business days for the amount to reflect in your account.

• In addition, we also provide the hassle-free option of refund through Ivy And Prime coupons, which can be used during future purchases

• The refund will be credited to the bank account associated with the UPI ID entered by the customer at the time of initiating the return request.

In case of any query related to refund, please email us at ivyandprime@gmail.com.