Refund and Returns Policy
Brand: Treviya
GSTIN: 07DJSPA2638L1ZU
Email: info@treviya.in
Customer Support: +91 93545 32292
Website: Treviya.in
Effective Date: 1st January 2026
Last Updated: 1st October 2026
1. INTRODUCTION
At Treviya, we endeavour to provide our customers with a seamless and satisfactory shopping experience. We carefully inspect, process, pack and dispatch orders placed through our website.
This Returns & Refunds Policy explains the circumstances in which a customer may request a return, exchange, replacement or refund, the procedure for raising such a request, and the conditions applicable to the processing of approved refunds.
By placing an order on the Treviya website, the customer acknowledges that they have read and understood this Returns & Refunds Policy and agrees to comply with the procedure and conditions specified herein.
This Policy should be read together with Treviya’s Terms & Conditions, Cancellation Policy and Privacy Policy.
2. SCOPE OF THIS POLICY
This Policy applies to purchases made directly through Treviya’s website or through such other official sales channels as may be expressly identified by Treviya.
Different policies may apply to purchases made through third-party marketplaces, resellers, distributors or other platforms. Customers purchasing through such channels may also be subject to the return, refund and exchange policies of the relevant platform, subject to applicable law.
3. GENERAL RETURN POLICY
Returns are accepted only where the product and circumstances satisfy the eligibility requirements specified in this Policy.
A return request does not automatically constitute acceptance of the return.
Treviya reserves the right to review each return request and verify:
- The order number;
- Customer and delivery details;
- Date of delivery;
- Nature of the issue reported;
- Photographs or videos submitted by the customer, where required;
- Condition of the product;
- Packaging condition;
- Product tags, labels and accessories;
- Whether the issue was reported within the applicable time period; and
- Whether the request falls within an eligible category under this Policy.
A return will be processed only after the request has been reviewed and accepted by Treviya.
4. INCORRECT PRODUCT / WRONG PRODUCT DELIVERED
If the customer receives a product that is different from the product ordered, the customer must notify Treviya within 24 hours of delivery.
The customer may contact Treviya through:
Email: info@treviya.in
WhatsApp / Customer Support: +91 93545 32292
The communication should preferably include:
- Order number;
- Customer’s name;
- Registered mobile number;
- Description of the issue;
- Clear photographs of the product received;
- Photograph of the shipping label/package, where available; and
- Any other information reasonably requested by Treviya for verification.
Treviya may request photographs or a video showing the product, packaging, tags, labels or other identifying information.
If the wrong product has been delivered and the claim is verified and accepted by Treviya, Treviya may, subject to product availability and applicable law:
- Arrange a replacement with the correct product;
- Arrange return of the incorrectly delivered product;
- Provide an applicable refund; or
- Offer another appropriate resolution.
The customer should not return the product independently unless Treviya has provided return instructions.
5. SIZE SELECTION / SIZE MISCONFIGURATION
Customers are responsible for selecting the correct size, variant, colour and other product specifications while placing an order.
Before completing an order, customers are advised to carefully review:
- Product measurements;
- Size chart;
- Product description;
- Variant selected;
- Colour selected;
- Quantity; and
- Other specifications displayed on the website.
Where a customer selects an incorrect size or variant due to their own selection or configuration error, the order shall generally be treated as a customer-side selection error and shall not be eligible for return or refund under Treviya’s standard return policy.
Accordingly, customers should verify their required size carefully before placing an order.
This provision does not restrict any remedy that may be available under applicable law in circumstances involving a defect, misrepresentation, wrong product delivery or other legally protected consumer right.
6. CHANGE OF MIND
Unless otherwise expressly stated on the product page or in a specific promotional offer, Treviya does not accept returns merely because a customer has changed their mind after receiving the product.
Customers are therefore encouraged to carefully review product descriptions, images, specifications, measurements and size information before placing an order.
7. PRODUCTS MUST BE RETURNED IN ACCEPTABLE CONDITION
Where a return is approved, the product must generally be returned:
- In its original condition;
- Unused and unworn, where applicable;
- With original tags and labels attached;
- With original packaging, where applicable;
- With all accessories supplied with the product;
- Without stains, marks, damage or alteration;
- Without washing, ironing, modification or repair; and
- In a condition suitable for inspection and resale, where applicable.
Treviya may inspect returned products before approving a replacement or refund.
A return may be rejected where the product has been damaged, altered, used improperly or otherwise does not satisfy the applicable return conditions, subject always to applicable consumer protection law.
8. RETURN REQUEST PROCEDURE
Customers wishing to raise an eligible return request should contact Treviya at:
Email: info@treviya.in
WhatsApp / Customer Support: +91 93545 32292
The customer should provide:
- Order number;
- Name;
- Registered phone number;
- Reason for return;
- Photographs/videos, if requested;
- Delivery date; and
- Any additional information reasonably required for verification.
Treviya will review the request and communicate whether the request has been accepted and, where applicable, provide instructions for returning the product.
Customers should not ship products to Treviya without receiving return instructions.
9. RETURN PICKUP / RETURN SHIPPING
Where Treviya approves a return, Treviya may arrange a return pickup through an appointed logistics partner or provide instructions for self-shipping, depending on the circumstances and service availability.
Return logistics may vary according to:
- Delivery location;
- Product category;
- Courier availability;
- Nature of the complaint;
- Reason for return; and
- Applicable operational arrangements.
A return pickup attempt may be made at the address provided by the customer.
The customer is responsible for ensuring that the product is properly packed and made available for pickup as instructed.
10. DELIVERY CHARGES
Delivery charges are non-refundable, except where otherwise required by applicable law or where Treviya expressly agrees to a different treatment.
Where an order is eligible for a refund, the refund may therefore be limited to the eligible product/order amount after applicable deductions permitted under this Policy and applicable law.
11. REFUNDS
Where a refund has been approved, Treviya will initiate the refund process within 3–4 days of acceptance of the refund request or receipt of the returned package, as applicable.
The time taken for the amount to actually reflect in the customer’s bank account, card, UPI account or other payment method may vary depending on:
- Payment gateway;
- Bank;
- Card issuer;
- UPI provider;
- Financial institution; or
- Other payment intermediary.
Treviya does not control the processing time of third-party banks and payment service providers.
12. REFUND METHOD
Where possible, refunds will be processed through the original payment method used for the order.
Depending on the payment method and operational circumstances, Treviya may request additional information necessary to process the refund.
Customers must ensure that any information supplied for refund processing is accurate.
Treviya will not be responsible for delays caused by incorrect or incomplete banking/payment information supplied by the customer.
13. SHIPPING-RELATED DEDUCTIONS
Where an order is cancelled while in transit, or where the applicable circumstances result in forward and reverse logistics charges being incurred, such shipping charges may be deducted from the refundable amount to the extent permitted under applicable law and communicated to the customer.
This may include:
- Forward shipping charges;
- Reverse shipping charges; and
- Other directly incurred logistics charges, where applicable and legally permissible.
The balance eligible for refund will then be processed in accordance with this Policy.
14. CANCELLATION DURING TRANSIT
If a customer requests cancellation after the product has already been dispatched and the shipment is in transit, Treviya may not be able to stop the shipment immediately.
Where cancellation during transit results in the shipment being returned to Treviya, applicable forward and reverse shipping costs may be deducted from the amount refundable to the customer, to the extent permitted by applicable law.
Please refer to Treviya’s Cancellation Policy for further details.
15. EXCHANGE POLICY
An exchange is not automatic and is subject to:
- Eligibility under this Policy;
- Product availability;
- Verification of the customer’s request;
- Product condition; and
- Applicable law.
Where an exchange is approved, Treviya may provide the same product in another available size or variant, subject to stock availability.
If the requested replacement is unavailable, Treviya may provide an alternative resolution where appropriate.
Customer-side size selection errors are generally not eligible for return, refund or exchange under Treviya’s standard policy.
16. DAMAGED PRODUCT
If a customer receives a product that appears damaged at the time of delivery, the customer should notify Treviya as soon as reasonably possible and preferably within 24 hours of delivery.
The customer may be asked to provide:
- Photographs of the product;
- Photographs of the outer packaging;
- Photographs of shipping labels;
- A video showing the condition of the package/product; and
- Other information necessary to investigate the issue.
Treviya will assess the complaint and determine the appropriate resolution in accordance with applicable law and the circumstances of the case.
17. DEFECTIVE PRODUCT
If a product is alleged to have a manufacturing defect or other defect, the customer should contact Treviya promptly after discovering the issue.
The complaint may be subject to inspection and verification.
If the product is determined to have a manufacturing defect or other qualifying issue attributable to Treviya, Treviya may provide an appropriate remedy, which may include repair, replacement, exchange or refund, depending on the circumstances and applicable law.
18. PRODUCTS THAT CANNOT BE RETURNED
Unless otherwise required by applicable law or expressly confirmed by Treviya, products may be non-returnable where:
- The customer selected the wrong size;
- The customer selected the wrong variant;
- The customer changed their mind;
- The product has been used or worn;
- Tags or labels have been removed;
- The product has been altered or modified;
- The product has been damaged after delivery due to customer handling;
- The return request is outside the applicable reporting period;
- The product is returned without prior approval/instructions;
- The product is incomplete; or
- The product does not satisfy the applicable return conditions.
19. RETURN INSPECTION
Treviya may inspect returned products before processing an exchange or refund.
Inspection may include verification of:
- Product identity;
- Order number;
- Tags and labels;
- Product condition;
- Packaging;
- Signs of usage;
- Damage;
- Missing accessories; and
- Consistency with the reason stated in the return request.
The outcome of the inspection will be considered when determining the appropriate resolution, subject to applicable law.
20. MULTIPLE PRODUCTS IN ONE ORDER
Where an order contains multiple products, a return or refund may apply only to the product(s) satisfying the applicable eligibility criteria.
A customer should clearly identify the product(s) for which the return/refund request is being made.
21. FRAUDULENT OR ABUSIVE RETURN REQUESTS
Treviya may investigate repeated, suspicious or potentially fraudulent return requests.
This may include situations involving:
- Repeated claims of receiving incorrect products;
- Product substitution;
- Return of products different from those supplied;
- Missing items;
- Manipulation or damage after delivery;
- False or misleading information; or
- Repeated misuse of the return system.
Treviya may take appropriate action consistent with applicable law and may refuse a particular request where the request is not genuine or does not satisfy the applicable policy.
22. REFUND FOR UNDELIVERED / RETURNED SHIPMENTS
Where an order is returned to Treviya because of circumstances attributable to the customer, including an incorrect address, repeated failed delivery attempts, refusal to accept delivery or similar circumstances, the applicable refund, if any, may be processed after the shipment is received and verified.
Applicable shipping or logistics charges may be deducted to the extent permitted by applicable law.
23. DELIVERY CHARGES AND PROMOTIONAL SHIPPING
Where an order was delivered under a promotional free-shipping offer, Treviya may account for the actual logistics costs incurred when processing a cancellation or refund, where such deduction is permitted by applicable law and the applicable policy disclosed to the customer.
24. REFUND TIMELINE
Once the refund is approved:
Treviya’s refund initiation timeline: 3–4 days.
The customer’s payment provider may take additional time to credit the refunded amount.
The refund timeline therefore refers to Treviya’s processing/initiating the refund and not necessarily the date on which the amount becomes visible in the customer’s account.
25. CUSTOMER RESPONSIBILITY
Customers are responsible for:
- Providing correct delivery information;
- Selecting the correct size and variant;
- Inspecting the product upon delivery;
- Reporting eligible issues within the specified timeframe;
- Providing accurate information;
- Following return instructions;
- Packaging the product appropriately for return; and
- Keeping proof of shipment where self-shipping is authorised.
26. STATUTORY RIGHTS
Nothing in this Policy is intended to exclude, restrict or waive any right or remedy that cannot lawfully be excluded or restricted under applicable Indian law.
Treviya’s policies shall be interpreted subject to applicable consumer protection laws and regulations.
27. POLICY CHANGES
Treviya may modify this Returns & Refunds Policy from time to time to reflect operational, legal, regulatory or business changes.
The updated Policy will be published on the website with an updated “Last Updated” date.
The Policy applicable to an order will generally be the Policy in force at the relevant time, subject to applicable law.
28. CONTACT US
For return, exchange or refund-related assistance:
Treviya
Email: info@treviya.in
Phone / WhatsApp: +91 93545 32292
GSTIN: 07DJSPA2638L1ZU
Customers are encouraged to retain their order number and payment details when contacting support.