Return & Refund Policy

Last updated: 23 October 2025
Website: https://vihaalaya.in/Vihaalaya_Fair/
Brand: Vihaalaya
Legal entity / proprietor: SPR COLLECTIONS
Registered address: 214/86B, Jeeva Nagar, Sirumugai, Coimbatore – 641302.
Support: sprcollectionsjr@gmail.com | +91 75300 86657

1) Overview — Non‑Returnable Store

• All sales are final. Due to the nature of our products (dress materials, fabrics, hand‑work/embellishments, and custom stitching), items are Non‑Returnable & Non‑Exchangeable once delivered.

• We will support you in cases of transit damage or manufacturing defects reported within the stipulated window.

2) Defect / Damage on Delivery — 48‑Hour Window

If your parcel or product arrives damaged or with a manufacturing defect, raise a request within 48 hours of delivery:

1. Email sprcollectionsjr@gmail.com or WhatsApp +91 75300 86657 with your Order ID.

2. Provide clear photos of: (a) the outer carton with shipping label, (b) inner packaging, and (c) the product defect/damage.

3. Provide a single‑take unboxing video showing the sealed package and complete opening process.

Claims raised after 48 hours or without required evidence may be rejected.

3) What We Will Do

Once we verify your claim:

• We will arrange a replacement of the same item (subject to stock).

• If replacement is unavailable, we will issue a refund to your original payment method for pre‑paid orders, or bank transfer/UPI for COD orders.

• We may request pickup/return of the defective item before closing the claim. Items must be unused and retain all tags, original packaging, and any free gifts.

4) Not Eligible

A claim will not be eligible if:

• The product is used/washed, tags removed, or any part of the original packaging/freebies is missing;

• Minor colour/texture/hand‑work variations due to lighting, display settings, or artisanal processes;

• Size/measurement variance within normal tolerance for fabrics/hand‑work;

• Damage due to misuse, improper handling, or failure to follow care instructions;

• The claim is raised after 48 hours of delivery or without the necessary evidence.

5) Cancellations (Before Dispatch Only)

• You may request cancellation before dispatch via email/WhatsApp. We will attempt best‑effort cancellation.

• Once dispatched, cancellation is not guaranteed.

• For prepaid cancellations approved before dispatch, we will refund the full amount to the original payment method (gateway timelines apply).

• Custom/stitched orders may not be cancellable once processing has begun.

6) Refund Method & Timelines

• Pre‑paid orders: Refunds are processed to the original payment method (UPI/cards/net‑banking).

• COD orders: Refunds are processed via UPI or bank transfer to the customer‑provided account/UPI ID.

• Timelines: On approval/receipt of any required return, refunds are typically initiated within 5–7 business days. Your bank/payment provider may take additional time to reflect the credit.

• We will notify you by email/SMS/WhatsApp once your refund has been initiated.

7) RTO (Return to Origin) & Undeliverable Parcels

If an order returns to us due to incorrect address, unreachable phone, repeated failed attempts, or refusal on delivery:

• We can re‑ship after confirmation and payment of re‑shipping charges.

• If you request cancellation instead:

  • Pre‑paid orders: Refunds may be issued after deducting two‑way shipping and COD fees (if any).

  • COD orders: COD fees are non‑refundable; we may cancel the order without refund of COD charges.

8) Store Credits (Optional)

If offered during a claim, you may opt for store credit equal to the refund amount. Store credits are non‑transferable, non‑refundable, and valid till the expiry date specified (if any).

9) How to Raise a Claim

Email sprcollectionsjr@gmail.com with subject “Return/Refund Claim — Order #XXXX” and include:

• Order ID and contact number;

• Photos & unboxing video links;

• Short description of the issue;

• For COD refunds: UPI ID or bank details (Account name, number, IFSC).

10) Policy Changes

We may update this Policy from time to time. Changes are effective when posted on this page with the updated date.

11) Grievance Officer (IT Rules, 2021)

Name: Manager
Email: vihaalaya@gmail.com
Phone: +91 75300 86657
Address: 214/86B, Jeeva Nagar, Sirumugai, Coimbatore – 641302.
Working hours: Mon–Sat, 10:00–18:00 IST