Cancellation, Return & Refund Policy
This policy applies only to products marked “Our Store”, which are sold and shipped by Hostiva Solutions. Products bought on Amazon, Flipkart or other stores through our links follow that store’s own return policy.
Cancelling an order
- You can cancel an order yourself from your order page (or by contacting us) until it is confirmed for dispatch.
- Once an order is packed or shipped it cannot be cancelled, but you may return it as described below.
- Prepaid orders cancelled before dispatch are refunded in full.
Returns
You can request a return within 7 days of delivery if:
- the product arrived damaged or defective,
- you received the wrong product, size or quantity, or
- the product is significantly different from its description.
To request a return, contact us within 7 days with your order number and clear photos (and an unboxing video if possible) of the product and packaging. Email support@hostiva.co.in or WhatsApp us.
Items that cannot be returned
For hygiene and safety reasons, and because many of our products are handmade or made to order, we cannot accept returns for change of mind on:
- food items, homemade edibles and other perishable goods,
- cosmetics, skincare and personal-care products once the seal is opened,
- customised or made-to-order products (with names, sizes or designs you chose),
- products that have been used, washed, altered or damaged after delivery.
These items can still be returned or replaced if they arrive damaged, defective or wrong.
Return shipping
If the return is because of our mistake (damaged, defective or wrong item), we bear the return shipping cost or arrange a pickup. Where we agree to a return for any other reason, the return shipping cost is borne by the customer.
Refunds
- Once we receive and inspect the returned product (or approve your claim from photos), we will tell you whether the refund is approved.
- Prepaid orders: refunds go back to the original payment method (UPI, card, net banking or wallet) via Razorpay. They are initiated within 2 working days of approval and normally reach your account within 5–7 working days, depending on your bank.
- Cash on Delivery orders: refunds are made by UPI or bank transfer to an account you provide, within 5–7 working days of approval.
- Delivery charges are refunded when the return is due to our mistake. COD charges are not refundable.
- Where a replacement is available, you may choose a replacement instead of a refund.
Damaged parcel at delivery
If the outer packaging looks tampered with or badly damaged, please refuse the parcel or note it with the delivery person, and contact us the same day.
Contact
Hostiva Solutions, Pulloopi, Taliparamba, Kannur, Kerala – 670141, India
Email: support@hostiva.co.in · Phone: +91 8157094313