Return Policy

At Koozo Commerce Pvt. Ltd. (Koozo), we aim to provide you with a hassle-free shopping experience. We understand that sometimes returns or exchanges may be necessary, and we are here to assist you.

As a brand dedicated to sustainability, we strive to reduce our carbon footprint from returns. Your cooperation helps us maintain our commitment to providing high-quality products while being mindful of our environmental impact.

1. ELIGIBILITY FOR RETURN OR EXCHANGE

You may request a return or exchange in the following cases:

  • Damaged or Defective Items: If you receive a damaged or defective product, please share images of the issue with our customer support team.
  • Incorrect Item Received: If you receive the wrong product, please provide the following:
    • An image of the invoice (with the order number visible)
    • Photos of the product received
    • An unboxing video of the package
  • Missing Items: For missing items, please share:
    • An image of the invoice (with the order number visible)
    • Photos of the products received
    • An unboxing video of the package

Note: An unboxing video is required for all return or exchange requests, and the packaging should not appear tampered with. Requests must be initiated within 24 hours of delivery.

2. HOW TO RETURN

To initiate a return:

  1. Pack the item securely in its original packaging, including proof of purchase and the order number.
  2. We will arrange a reverse pickup, and a delivery agent will collect the item within 1-2 business days.
  3. Once the item reaches our fulfillment center, it will go through a quality check. If the item passes the inspection, we will proceed with the refund or exchange.

Shipping Fee: A return shipping fee of INR 200 may apply for refund or exchange requests unless otherwise stated in the offer terms.

3. REFUND PROCESS

Once your returned product passes the quality check, we will process your refund within 5 to 7 business days. To expedite the refund, please provide your bank details:

  • Bank Name
  • Account number
  • Account name
  • IFSC code

Refunds will be issued to the original payment method or as store credit, based on the terms of the offer or promotion applied at the time of purchase.

4. OFFERS AND PROMOTIONS

  • Special Offers: Items purchased during promotions, such as flash sales or limited-time discounts, may have specific return conditions. Please review the terms of the offer at the time of purchase.

5. CONTACT US

For any questions or assistance with our returns policy, please contact our Customer Support team:

  • Contact Number: +91- 9810091405
  • Email: support@vivaglamshop.com
  • Support Hours: Monday to Saturday (9 AM- to 6 PM IST)
    Note: Our team will     review the request and respond within 2 working days.