Return & Refund Policy

Effective Date: 22-09-2025

At Utsav India, customer satisfaction is our top priority. We aim to provide authentic, high-quality festival products from trusted vendors and artisans across India. This policy explains the terms for refunds, returns, and replacements for purchases made on our platform.

1. Eligibility for Returns & Replacements

A product may be eligible for return or replacement if:

  • It is received in damaged, defective, or broken condition.
  • It is different from what you ordered (wrong item, wrong size, wrong color).
  • It is missing parts or accessories mentioned in the product listing.

❌ Non-returnable items (unless defective/damaged on arrival):

  • Handcrafted, customized, or made-to-order items.
  • Personal care products (e.g., soaps, oils, cosmetics) for hygiene reasons.
  • Seasonal/festival-specific items (e.g., Diwali diyas, Holi colors, Rakhi, etc.) once the festival has passed.

2. Mandatory Unboxing Video

  • Customers must record a clear video while opening the package (from sealed box to product inspection).
  • This video is mandatory for any return or replacement request.
  • Only photos are not accepted; our team will verify return eligibility strictly based on the unboxing video.

3. Return & Replacement Process

  • Customers must raise a return or replacement request within 3 days of receiving the product.
  • The product must be unused, in original condition, and returned with all packaging, labels, and accessories.
  • To initiate a request, please contact us at support@utsavindia.in with your order ID, unboxing video, and product details.

4. Refund Process

  • Once we receive and inspect the returned item along with the unboxing video, we will notify you about the approval/rejection of your refund.
  • If approved, refunds will be credited to your original payment method within 7–10 business days.
  • Shipping charges (if applicable) are non-refundable.
  • In case of prepaid orders, full/partial refunds will be processed as per eligibility.

5. Replacement Policy

  • If the product is eligible, we will arrange for a replacement of the same product.
  • If the replacement is not available, customers may choose between:
    • A full refund, or
    • Store credit (wallet balance) for future purchases.
    • The stoere point will be processed and credited within 7 days
    • The replacement/exchange products will be delivered within 7-10 days

6. Cancellation Policy

  • Orders can be canceled before they are shipped by contacting our support team.
  • Once shipped, cancellations are not possible.

7. Vendor Responsibility

As Utsav India is a multi-vendor marketplace, vendors are responsible for:

  • Maintaining product quality and authenticity.
  • Ensuring proper packaging and timely dispatch.
  • Accepting valid returns/replacements as per this policy.

Utsav India will act as a facilitator between customers and vendors in case of disputes.

8. Contact Us

For any refund, replacement, or cancellation queries, please reach out to us:

📧 Email: support@utsavindia.in
🌐 Website: www.utsavindia.in

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