Cancellation and Refund Policy

Last Updated: November 2024

1. Order Cancellation

1.1 Cancellation Before Shipment

You may cancel your order before it has been shipped for a full refund:

• Contact us at contact@trayivani.in with your order number
• Orders can typically be cancelled within 24 hours of placing the order (before processing begins)
• Once an order is marked as "Shipped," it cannot be cancelled
• Full refund will be processed within 5-7 business days for cancelled orders

1.2 Cancellation After Shipment

Once an order has been shipped, it cannot be cancelled. However, you may refuse delivery and contact us for a refund once the package is returned to us (subject to return shipping costs).

2. Refunds for Physical Books

2.1 Domestic Orders (India)

We accept returns and provide refunds for domestic orders within 3 days of delivery under the following conditions:

• Damaged or Defective Books: Full refund or replacement within 7 days of delivery
  • Required: Unboxing video recording showing the package seal, opening, and the damaged/defective condition
  • Clear photographs of the damage/defect
  • Claims without unboxing video will be reviewed on a case-by-case basis
  • If approved for replacement, we'll deliver the replacement product within 7-10 business days after receiving the returned product
• Wrong Item Delivered: Replacement or full refund within 7 days of notification
  • Required: Unboxing video showing the wrong item received
  • Clear photographs of the item received
• Non-Delivery: Full refund if the book is not delivered within the estimated timeframe plus 5 business days
• Return Shipping: We will arrange pickup for damaged/defective books at no cost to you

2.2 International Orders

For international orders, refund policies have additional considerations due to customs and international shipping complexities:

• Damaged or Defective Books: Full refund or replacement
  • Required: Unboxing video recording showing the package condition, opening, and the damage/defect
  • Clear photographs showing all angles of the damage/defect
  • Must be reported within 7 days of delivery
  • Claims without unboxing video may be denied
  • If approved for replacement, we'll deliver the replacement product within 15-20 business days after receiving the returned product
• Wrong Item: Replacement or full refund (return shipping costs may apply)
  • Required: Unboxing video showing the wrong item received
  • Clear photographs of the item
• Non-Delivery: Full refund if tracking shows non-delivery after 30 days from shipment
• Customs Issues: If a package is returned due to customs rejection or unpaid duties, we will refund the book cost minus original shipping charges
• Refused/Unclaimed Packages: If you refuse to accept the package or don't pay customs duties, only the book cost will be refunded (shipping costs are non-refundable)
• Return Shipping: For international returns, customers are responsible for return shipping costs unless the error was on our part

3. Non-Refundable Cases

We cannot provide refunds in the following situations:

• Change of mind after the book has been shipped
• Books damaged due to misuse or mishandling after delivery
• Requests made more than 7 days after delivery (for damaged/defective items)
• Books with signs of use, wear, or damage caused by the customer
• Customs duties and import taxes (for international orders) - these are paid to government authorities and cannot be refunded by us
• Shipping costs for refused deliveries or cancelled orders after shipment (international orders)

4. Digital Content

Due to the nature of digital products, refunds for digital content are generally not available once access has been granted. However, we will consider refund requests on a case-by-case basis for technical issues that prevent access.

5. How to Request a Cancellation or Refund

5.1 For Cancellations (Before Shipment)

1. Email us at contact@trayivani.in as soon as possible
2. Include your order number in the subject line
3. We will confirm if the order can be cancelled and process your refund

5.2 For Refunds (After Delivery)

1. Contact us at contact@trayivani.in within 7 days of delivery
2. Include your order number and reason for the refund request
3. Provide the unboxing video showing the package condition and the issue (damaged/defective/wrong item)
4. Include clear photographs showing the issue from multiple angles
5. For international orders, include tracking information if applicable
6. Our team will review and respond within 2-3 business days

Note: Refund requests for damaged/defective/wrong items without an unboxing video may be processed at our discretion or may be denied, especially for international orders.

6. Refund Processing Timeline

• Review Period: 2-3 business days to review your request
• Refund Initiation: Approved refunds will be processed within 5-7 business days
• Payment Method: Refunds will be credited to the original payment method used for purchase
• Bank Processing: It may take 5-10 business days for the refund to appear in your account, depending on your bank or payment provider
• International Refunds: May take up to 14 business days for international payment processing

7. Return Shipping Costs

7.1 Domestic Returns (India)

• For damaged/defective books: We cover all return shipping costs and arrange pickup
• For other eligible returns: Customer may be responsible for return shipping

7.2 International Returns

• For damaged/defective books (our error): We will reimburse reasonable return shipping costs (up to the original shipping cost) upon receipt of the book
• For other returns: Customer is responsible for return shipping costs
• We recommend using a trackable shipping service with insurance for international returns

8. Contact Us

For any questions about our refund policy or to request a refund, please contact us at:

Email: contact@trayivani.in

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