RUPURVA REFUNDS & RETURNS POLICY

Complete Guide to Returns, Refunds & Exchanges

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✅ QUICK ANSWER: Can I Return My Order?

YES — IF your product is damaged or defective

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📋 ELIGIBILITY: What Qualifies for Return?

✅ YOUR RETURN IS ELIGIBLE IF:

Product is damaged

Broken seal or tamper-evident packaging broken

Dented, cracked, or leaking container

Visible damage on product itself

Damaged during shipping

Product is defective

Manufacturing defect

Missing components

Wrong product shipped

Expired/compromised product

You report within 24 hours

From the date you receive the package

This is a hard deadline

No returns accepted after 24 hours

❌ YOUR RETURN IS NOT ELIGIBLE IF:

❌ Changed your mind (no returns for preference)

❌ Product opened or used (even partially)

❌ Product consumed

❌ No visible damage or defect

❌ Report after 24 hours

❌ Purchased items as final sale

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🔧 RETURN PROCESS: Step-by-Step

STEP 1: Report Within 24 Hours of Delivery (CRITICAL)

Contact Customer Support Immediately:

Phone: +91-7428486945

What to tell them:

Your order number

Date of delivery

What's wrong (damaged or defective)

Brief description

⏰ IMPORTANT: You MUST report within 24 hours of delivery. After 24 hours, returns are NOT accepted.

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STEP 2: Provide Video Evidence

Video requirements:

Record video of unopened box

Show box condition and any visible damage

Open box on camera

Show the damaged/defective product clearly

Show all angles of the damage

Keep video in landscape orientation

Audio is helpful ("I received this damaged, here's the seal...")

Why video matters:

Proof of condition upon receipt

Shows you didn't damage it

Verification of defect

Speeds up approval

How to send:

Email to support@rupurva.in with subject: "Return Request - Order #[Your Order Number]"

Or send via WhatsApp: +91-7428486945

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STEP 3: Provide Clear Photos

Photos to include:

Box exterior

Entire box showing condition

Any visible damage

Seal/tamper indicators

Box interior

Inside of box after opening

Packing materials

Product positioning

Product damage

Close-up of damaged area

Multiple angles if multiple damages

Show extent of defect clearly

Product + Packaging together

Full view showing context

How to send:

Email to support@rupurva.in

Or upload in WhatsApp

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STEP 4: Wait for Approval (1-2 Business Days)

What happens:

Rupurva team reviews your video and photos

They verify the damage/defect

They check against return policy

They make approval decision

Possible outcomes:

✅ APPROVED → Proceed to Step 5

❌ REJECTED → You keep the product, no return

❓ MORE INFO NEEDED → They'll ask questions

Timeline:

Typically 1-2 business days

You'll be notified via email or WhatsApp

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STEP 5: Receive Return Instructions (If Approved)

You'll get:

Return shipping address

Return authorization number

How to package the product

Shipping method recommendations

Important:

Do NOT ship without approval and authorization

Use provided address and authorization number

Keep proof of shipment (receipt, tracking number)

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STEP 6: Ship the Product Back

Your responsibility:

Pay for return shipping (Rupurva does NOT reimburse shipping)

Package securely to prevent damage in transit

Use tracked shipping method (so you can track it)

Keep proof of shipment (receipt and tracking number)

Write authorization number on package if instructed

Recommended:

Use insured shipping for peace of mind

Use tracked service (not just plain mail)

Get receipt showing package accepted

Rupurva is NOT responsible for:

Packages lost during return transit

Damage during return shipping

Packages without tracking

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STEP 7: Rupurva Inspects & Processes Refund (2-3 Business Days)

When Rupurva receives package:

They inspect the product

Verify the damage/defect still exists

Confirm it matches your report

Process the refund

Refund timeline:

2-3 business days after receiving and inspecting your package

Refund issued to original payment method

OR bank transfer if you provide bank details

What gets refunded:

✅ Full product price

❌ Original shipping cost (non-refundable)

❌ Return shipping cost (your responsibility)

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💰 REFUNDS: Timing & Methods

When Will I Get My Refund?

Timeline:

You report damage → within 24 hours of delivery (CRITICAL DEADLINE)

You send video/photos → within 24 hours of reporting

Rupurva approves → 1-2 business days

You ship back → within 5-7 days

Rupurva receives → inspection and processing

Refund issued → 2-3 business days after receipt

Total Timeline: 7-14 business days from reporting to refund

How Will I Get My Refund?

Option 1: Original Payment Method (Default)

If you paid by credit/debit card → Refund goes back to card

If you paid by UPI → Refund goes to UPI ID

If you paid by net banking → Refund goes to bank account

Processing time: 2-3 business days

Option 2: Bank Transfer

If you provide bank details

Direct transfer to your account

Processing time: 2-3 business days

How much is refunded?

Full product price

Minus original shipping cost (if any)

Minus return shipping cost (if applicable)

Example:

Product price: ₹2,999

Original shipping: ₹50 (non-refundable)

Return shipping (if deducted): -₹75

Refund amount: ₹2,874

What Refunds Can I Track?

Credit/Debit Card:

Check your bank statement

May show as "REVERSAL" or "REFUND"

Takes 2-3 business days to appear

If not showing after 3 days, contact your bank

UPI:

Check UPI transaction history

Will show as "REFUND RECEIVED"

Appears within 2-3 business days

Bank Transfer:

Check your bank account

Will show in bank statement

May take 2-3 business days depending on banks

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🔄 EXCHANGES: Swap Damaged Item for New One

Exchange vs Refund

Choose Exchange If:

You still want the product

You want a replacement (not money back)

You prefer not to wait for refund + repurchase

Choose Refund If:

You don't want the product anymore

You want your money back

You prefer to order again later

Exchange Process

Step 1: Contact Support

Phone: +91-7428486945

State you want an exchange (not refund)

Have your order number ready

Step 2: Provide Video & Photos

Same as return process

Show damage/defect clearly

Step 3: Await Approval

Rupurva team reviews

1-2 business days

Step 4: Ship Back

Send damaged product back

You pay for return shipping

Use tracked method

Step 5: Receive Replacement

Once Rupurva receives your package

They inspect it

Ship replacement to you

Tracking provided

Timeline: 7-14 business days total

Replacement Shipping: Rupurva pays (included in exchange)

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🚨 DAMAGED OR DEFECTIVE ITEMS: Detailed Instructions

What Counts as Damaged?

Packaging Damage:

Torn, dented, or crushed box

Broken seal or tamper indicators

Water damage to packaging

Visible impact damage

Product Damage:

Cracked or broken container

Leaking product

Broken seal inside

Visible defect on product

Shipping Damage:

Damage that occurred during transit

Visible signs of mishandling

Broken contents from impact

What Counts as Defective?

Manufacturing Defect:

Broken seal (not by you)

Contamination in product

Wrong product in box

Missing components or accessories

Quality Issue:

Product doesn't match description

Expires soon/expired

Components broken from manufacturing

Wrong batch/formula

How to Report

DO THIS:
✅ Report immediately (within 24 hours)
✅ Take clear video of box opening
✅ Take clear photos of damage
✅ Keep all packaging materials
✅ Do NOT dispose of damaged product
✅ Do NOT attempt to fix damage

DON'T DO THIS:
❌ Open further than necessary
❌ Dispose of packaging
❌ Use damaged product (if possible)
❌ Attempt repairs
❌ Wait more than 24 hours to report

Video Tips for Approval

Make sure your video includes:

Your face or voice (shows authenticity)

Unopened box before opening

Box condition (any visible damage)

Opening moment (showing seal integrity)

Close-up of damage/defect

Multiple angles of issue

Product name visible (if possible)

Date/time stamp (phone shows this automatically)

Why clear video matters:

Avoids rejection due to unclear evidence

Speeds up approval process

Prevents disputes

Protects both you and Rupurva

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⏰ IMPORTANT DEADLINES

24-Hour Reporting Deadline

MOST CRITICAL RULE:

You MUST report damaged/defective items within 24 hours of delivery.

Why:

Proves damage occurred upon receipt (not later)

Prevents fraud (someone damaging later then claiming)

Necessary for shipping claim investigation

Company policy (strictly enforced)

What happens if you miss 24 hours:

❌ Return NOT eligible

❌ No refund possible

❌ No exceptions (even if 25 hours)

❌ You must keep the product

Start countdown when:

Tracking shows "Delivered"

You physically receive the package

Not when ordered, not when shipped

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📞 CUSTOMER SUPPORT

How to Contact

Phone (Best for immediate help):

+91-7428486945

Hours: 10 AM - 6 PM, Monday-Saturday (IST)

Have order number ready

Clearly describe issue

WhatsApp (Fast response):

+91-7428486945

Available during business hours

Can send photos/video directly

Response within 1-2 hours

Email (For documentation):

support@rupurva.in

Subject: "Return Request - Order #[Your number]"

Include photos/video attached

Response within 24 hours

Live Chat (Quick questions):

Available on rupurva.in website

Hours: 11 AM - 5 PM, Monday-Friday

Response within 5-10 minutes

What to Tell Support

Have these ready:

✅ Order number

✅ Date of delivery

✅ Item ordered

✅ Issue (damaged or defective)

✅ Brief description

✅ Video file ready

✅ Photos ready

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❓ FAQ: Refunds & Returns

Q: When does the 24-hour clock start?

A: When the tracking shows "Delivered" and you receive the package. Report immediately upon opening if damaged.

Q: What if I report at hour 25?

A: Unfortunately, the return is NOT eligible. The 24-hour deadline is strictly enforced.

Q: Can I return opened but unused product?

A: No. Returns are only for damaged or defective items, regardless of use.

Q: Do I have to ship back the damaged product?

A: Yes. Rupurva must inspect it. Once approved, we provide return address and you ship back (at your cost).

Q: What if the package gets lost during return shipping?

A: Rupurva is not responsible for items lost in return transit. Use insured/tracked shipping for protection.

Q: How much does return shipping cost?

A: Varies by location and courier. Typically ₹75-200. YOU pay for return shipping.

Q: Will return shipping be deducted from my refund?

A: Not automatically, but may be deducted at Rupurva's discretion depending on circumstances.

Q: Can I get a refund without shipping back?

A: No. Rupurva must receive and inspect the damaged product before issuing refund.

Q: What if Rupurva finds no damage when they inspect?

A: They may reject the return if they don't confirm your reported damage. Their inspection is final.

Q: How long does the whole process take?

A: Typically 7-14 business days from reporting to refund. Faster if you send video quickly.

Q: What if I need my refund sooner?

A: Process cannot be expedited. Follow all steps promptly to avoid delays.

Q: Can I exchange for a different product instead?

A: Only if exchanging for the same product (replacement). For different products, return for refund and repurchase.

Q: Do I get free return shipping if approved?

A: No. You pay for return shipping. Rupurva pays for replacement shipping if you choose exchange.

Q: What's the difference between refund and exchange?

A: Refund = Money back (you pay to ship back). Exchange = New product sent to you (Rupurva pays to ship replacement).

Q: Can I return if I changed my mind?

A: No. Returns are for damaged or defective items only. Change of mind returns are not eligible.

Q: What if I have multiple damaged items in one order?

A: Report all damage in one return process. Provide video/photos showing all damaged items.

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📋 RETURN POLICY SUMMARY TABLE

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✨ WHAT MAKES RUPURVA'S RETURNS FAIR

We're strict about the 24-hour deadline because:

✅ Protects against fraud

✅ Allows investigation while fresh

✅ Covers shipping claim window

✅ Standard in industry for physical products

✅ Fair to all customers

We require video because:

✅ Proves damage on receipt (not later)

✅ Eliminates disputes

✅ Speeds up processing

✅ Protects you and Rupurva

✅ Prevents false claims

We're fair about what we refund:

✅ 100% of product price if approved

✅ Honest about shipping costs

✅ Don't charge hidden fees

✅ Clear about what's deducted

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🎯 TIPS FOR SMOOTH RETURNS

Report IMMEDIATELY - Don't wait until hour 20 of the 24-hour window

Clear video - Good lighting, show damage clearly from multiple angles

Provide photos - Supplement video with clear still photos

Keep everything - Don't throw away packaging or damaged product

Use insured shipping - Protect your package in return transit

Save proof - Keep receipt and tracking of return shipment

Follow up - Check email/phone for approval/next steps

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📞 STILL HAVE QUESTIONS?

Contact Rupurva Customer Support:

Phone: +91-7428486945 (10 AM - 6 PM, Monday-Saturday)

WhatsApp: +91-7428486945 (Quick response)

Email: support@rupurva.in (24/7)

Live Chat: Available on rupurva.in (11 AM - 5 PM, Monday-Friday)

We're here to help! Have your order number ready.

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📄 LEGAL NOTES

Rupurva reserves the right to modify this policy at any time

Changes are effective immediately upon posting

All decisions on returns/refunds are made at Rupurva's discretion

Refund policy governed by Indian consumer protection laws

All returns are non-transferable to other customers

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Policy Last Updated: December 24, 2025