Refund, Return, Exchange And Cancellation Policy

Puriva Living products include fragrance pouches, activated charcoal deodorizers, camphor freshness products, dhoop sticks, ritual kits, gift sets and other home-fragrance or freshness products. Because these products can be affected by opening, usage, fragrance exposure, hygiene, tampering, smoke/flame safety and packaging integrity, we follow a controlled return process.

We want customers to receive the correct product in good condition. At the same time, opened, used, damaged-by-customer, tampered, or fragrance-exposed products may not be resellable or safe to accept back.

You may request a return, replacement or refund if:

• You received the wrong product.
• You received a damaged product.
• You received a defective product.
• Your order is missing an item.
• The package was visibly damaged at delivery.
• The product received is materially different from what you ordered.

You must contact us within 48 hours of delivery for damaged, defective, missing or wrong-product claims.

For eligible unopened return requests not involving damage or wrong product, you must contact us within 7 days of delivery.

Requests received after the applicable window may be refused unless required by law.

Unless the product is damaged, defective, wrong or missing, the following are generally not eligible for return or refund:

• Opened products
• Used products
• Products with broken seal, damaged packaging or missing tags/labels
• Fragrance pouches, dhoop sticks, camphor products or consumable freshness products after opening
• Products exposed to smoke, moisture, heat, fragrance contamination or improper storage
• Products damaged due to misuse, mishandling or incorrect use
• Products bought during clearance, final sale or special non-returnable offers, if marked as such
• Gift cards, if introduced
• Customized, personalized or made-to-order items, if introduced

To process a claim, email support@purivaliving.com within 48 hours of delivery with:

• Order number
• Customer name
• Registered phone/email
• Clear photos of the outer package
• Clear photos of the product and damage/issue
• Unboxing video, if available
• Description of the issue

Please do not discard the packaging until the issue is resolved. We may refuse claims if required photos, proof or packaging are not available.

If an item is missing from your order, contact support@purivaliving.com within 48 hours of delivery with:

• Order number
• Photos of all items received
• Photo of invoice/packing slip, if available
• Packaging photos
• Unboxing video, if available

After verification, we may ship the missing item, issue a partial refund, or offer store credit depending on the case.

All returns must be approved by Puriva Living before you send any product back. Products sent without approval may not be accepted or refunded.

If your return is approved, we will provide return instructions. Depending on your location and the nature of the issue, we may arrange reverse pickup or ask you to ship the product to the address provided by our support team.

Returned products must be:

• Unused
• In original packaging
• With all labels, tags, inserts, manuals, accessories and invoice/packing materials
• Properly packed to avoid transit damage

If a returned product is used, opened, damaged, missing components, tampered, or not in acceptable condition, refund or replacement may be refused or reduced.

Once we receive and inspect the returned product, we will notify you of approval or rejection of the refund.

If approved, refund will be processed to the original payment method where possible. Refund timelines depend on the payment provider, bank, card issuer, UPI provider or Razorpay/Shopify processing timelines.

Typical refund processing after approval may take 5-10 business days, but actual bank/payment gateway credit time may vary.

For eligible damaged, defective, wrong or missing-product cases, we may offer replacement instead of refund, subject to product availability. If the same product is unavailable, we may offer:

• Refund
• Store credit
• Alternative product of similar value
• Additional payment option for higher-value replacement

You may request cancellation before the order is dispatched by contacting support@purivaliving.com as soon as possible with your order number.

If the order has already been dispatched, cancellation may not be possible. In such cases, the return process may apply if the product is eligible.

We may cancel an order due to:

• Payment failure or payment risk
• Product unavailability
• Pricing or listing error
• Incomplete or incorrect address
• Non-serviceable location
• Suspected fraud or misuse
• Violation of our terms or policies
• Courier or operational restrictions

If we cancel a paid order, eligible refund will be initiated to the original payment method.

If delivery fails due to incorrect address, customer unavailability, refused delivery, unreachable phone number, access restrictions or repeated failed attempts, the package may be returned to us.

In such cases, we may:

• Re-ship the order after address confirmation and payment of additional shipping charges, if applicable; or
• Cancel the order and issue a refund after deducting shipping, return-to-origin, payment gateway or handling charges where permitted; or
• Offer store credit.

For prepaid orders, approved refunds are generally processed to the original payment method.

If Cash on Delivery is introduced, refunds may be processed through bank transfer, UPI, wallet, store credit or other method decided by us after verification.

Shipping charges, cash handling charges, gift wrapping charges, payment gateway fees, express delivery charges or other service fees may be non-refundable unless the return is due to our error, damaged product, defective product or wrong item.

If a product was purchased as part of a bundle, kit, offer, free gift promotion or discount package, the complete set may need to be returned to process a refund or exchange. Partial returns of bundles may be refused or adjusted according to the offer value.

Fragrance preference is subjective. Returns or refunds are generally not accepted only because you do not like a fragrance after opening or using the product, unless there is a verified defect, wrong product or damage.

For return, refund, replacement, cancellation or missing-item requests, contact:

Email: support@purivaliving.com Phone / WhatsApp: +91 87960 40999 Website: https://www.purivaliving.com

Please include your order number in all communication.

We may update this Policy from time to time. The updated version will be posted on our website with the revised "Last updated" date.