Refund policy

Return & Refund Policy — Eventra Novelty

At Eventra Novelty, we are committed to delivering high-quality handmade soaps crafted with care. We value your trust and want you to have a positive shopping experience with us.

This Return & Refund Policy explains when returns, replacements, and refunds may be available for purchases made through our website.


1. Product Eligibility for Returns

Due to the personal-care nature of our handmade soaps and hygiene considerations, we generally do not accept returns of products that have been opened, used, or altered.

However, we will review and assist with eligible issues, including:

  • Products received damaged during delivery.

  • Incorrect products delivered.

  • Products that are defective or do not match the description provided on our website.

  • Other issues covered by applicable consumer protection laws.

Important: Hygiene restrictions do not remove any consumer rights that apply to defective, misdescribed, or otherwise legally eligible products.


2. Damaged or Incorrect Products

If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible after delivery.

To help us resolve your issue, please provide:

  1. Your order number.

  2. A clear description of the problem.

  3. Photographs or a short video showing the product and packaging, where relevant.

Our team will review your request and, where appropriate, offer a replacement or refund in accordance with applicable law and the circumstances of the issue.


3. Return Request Period

Please contact us within 48 hours of receiving your order if you notice damage, a missing item, or an incorrect product.

This is a request-notification target intended to help us resolve delivery issues quickly. It does not limit any statutory rights or remedies you may have if you contact us later.

For other return or refund requests, the eligibility and applicable timeframe will depend on the nature of the issue and the law.


4. Non-Returnable Products

For hygiene and safety reasons, we generally do not accept returns of:

  • Used or opened soap products, except where a return, replacement, or refund is required by applicable law.

  • Products damaged through improper use or storage after delivery.

  • Products returned without prior approval, where approval is required under this policy.

We will consider legitimate quality, damage, and product mismatch complaints individually.


5. Refund Policy

If your refund request is approved, we will process the refund through the original payment method, where feasible, or another legally permitted method agreed upon with you.

Refund processing timeline: Refunds will be initiated within a reasonable period after approval, subject to payment provider processing times and applicable legal requirements.

The final refund amount and treatment of shipping charges will depend on the reason for the refund, the order details, and applicable law. Where we are responsible for an incorrect, damaged, or defective delivery, we will arrange an appropriate remedy without imposing unlawful costs on the customer.


6. Replacement Policy

If you receive a damaged or incorrect product, we may offer a replacement, subject to availability.

If a replacement is unavailable or is not an appropriate remedy, we will consider a refund or another remedy as required by applicable law.

We may request photographs or other reasonable information to verify the issue and help us resolve it efficiently.


7. Order Cancellation

You may contact us to request cancellation of an order before it is shipped.

Cancellation requests after dispatch or delivery will be handled according to the applicable cancellation, return, and refund terms and consumer protection requirements.

If an order cannot be fulfilled as promised, we will communicate the available options and provide any refund or remedy required by applicable law.


8. How to Request a Return or Refund

To submit a request, please contact our customer support team using the details below.

Email: eventranovelty@gmail.com

WhatsApp / Phone: 9270764392

Order Number: Please include your order number in the subject line or message.

Steps:

  1. Contact us with your order details and the reason for your request.

  2. Share supporting images or videos if requested.

  3. Our team will review your request and communicate the next steps.

  4. If approved, we will arrange the applicable replacement, return, or refund.


9. Return Shipping Charges

If the product is returned because it was damaged, defective, incorrect, or otherwise covered by an eligible consumer remedy, we will handle return shipping as required by applicable law and the approved resolution.

For other approved return arrangements, any applicable shipping charges will be communicated to you before the return is arranged.

Customers should not send products back without contacting us first, unless applicable law provides otherwise.


10. Customer Support & Grievance Redressal

We aim to respond to customer concerns promptly and fairly.

If you have any questions about our Return & Refund Policy, please contact us through the details below.

Brand Name: Eventra Novelty

Business Location: West Bengal, India

Email: eventranovelty@gmail.com

Customer Support: 9270764392

Grievance Officers: Vikrant, Swastik or Poulami will be more than happy to help you. :)

We will handle complaints and grievances in accordance with applicable consumer protection requirements.


11. Policy Updates

Eventra Novelty reserves the right to update this Return & Refund Policy when necessary to reflect changes in our products, business practices, or applicable legal requirements.

Any updated version will be published on this page with a revised effective date.


12. Contact Us

If you have any questions regarding our returns, refunds, or replacements, we are here to help.

Thank you for choosing Eventra Novelty and supporting handmade skincare.