Refund & Cancellation Policy
We want you to be completely happy with your purchase. Here's our hassle-free refund and return policy.
Last Updated: February 26, 2026
đ Quick Summary
âŠī¸ Return Policy
We accept returns within 7 days from the date of delivery. To be eligible for a return:
- Product must be unused, unopened, and in original packaging
- All tags, seals, and accessories must be intact
- Product must not be damaged by the customer
- Return request must be raised within 7 days of delivery
- Original invoice/receipt must be available
Note: For hygiene reasons, we cannot accept returns on opened/used makeup products such as lipsticks, foundations, mascaras, etc. Please check the product carefully upon delivery.
đ° Refund Timelines
Once your return is received and inspected, we will process your refund according to the following timelines:
| Stage | Timeline | Status Update |
|---|---|---|
| Return Request Approval | 24-48 hours | Email/SMS notification |
| Pickup Scheduled | 2-3 business days | Pickup confirmation SMS |
| Quality Check | 1-2 business days | After product received |
| Refund Initiated | 1-2 business days | After QC approval |
| Refund Credited | 5-7 business days | To original payment method |
Total Timeline: From return request to refund credit: 7-14 business days (depending on your bank/payment provider)
đĻ Refund Methods
Refunds are processed to the original payment method:
| Original Payment Method | Refund To | Timeline |
|---|---|---|
| UPI (GPay, PhonePe, Paytm) | Original UPI ID | 2-3 business days |
| Credit/Debit Card | Original Card | 5-7 business days |
| Net Banking | Bank Account | 5-7 business days |
| Cash on Delivery (COD) | Bank Transfer (NEFT) | 5-7 business days |
COD Orders: For COD orders, please provide your bank account details (Account Number, IFSC Code, Account Holder Name) when raising the return request for refund processing.
â Order Cancellation
You can cancel your order under the following conditions:
- Before Dispatch: Orders can be cancelled anytime before dispatch. Full refund will be processed.
- After Dispatch: Once the order is dispatched, cancellation is not possible. Please refuse delivery or initiate a return after delivery.
- Cancellation Timeline: We recommend cancelling within 24 hours of placing the order for fastest processing.
How to Cancel an Order:
Check Order Status
Visit the Track Order page to check if your order has been dispatched.
Contact Support
Email us at info@zivrabeauty.com or call +91 8121050915 with your order number.
Confirmation
You'll receive a cancellation confirmation within 24 hours. Refund will be processed within 5-7 business days.
đĻ How to Initiate a Return
Raise Return Request
Email info@zivrabeauty.com with your Order Number, Product details, Reason for return, and Photos of the product (if damaged).
Request Approval
Our team will review and approve your request within 24-48 hours. You'll receive approval via email/SMS.
Schedule Pickup
Our courier partner will contact you to schedule a pickup within 2-3 business days.
Quality Check
Once received, our team will inspect the product within 1-2 business days.
Refund Processed
After approval, refund will be initiated and credited to your account within 5-7 business days.
đĢ Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Opened or used makeup products (lipsticks, foundations, mascaras, etc.)
- Products with broken seals
- Products damaged due to misuse by customer
- Products purchased during final sale or clearance
- Free gifts or promotional items
Exception: If you receive a damaged, defective, or wrong product, we will accept the return regardless of the above conditions. Please report within 24 hours of delivery with photos.
đ Exchange Policy
We currently do not offer direct exchanges. If you need a different product or shade:
- Initiate a return for the original product
- Place a new order for the desired product
- Both transactions will be processed separately
đ Need Help?
For any refund or return related queries, please contact us:
- Email: info@zivrabeauty.com
- Phone: +91 8121050915 (Mon-Sat, 10 AM - 7 PM IST)
- Grievance Officer: Saraka Sreehari
Response Time: We respond to all refund/return queries within 24 hours on business days.