Last Updated: [Date – June 1, 2025]

At Shovniq, we strive to ensure a delightful shopping experience for you and to support our incredible entrepreneurs who craft unique products from their homes and small businesses. To maintain fair practices for our home-based sellers and due to the nature of many handmade, food, and craft products, we have a specific policy regarding returns and refunds.

Please read this policy carefully before making a purchase on Shovniq. Your purchase signifies your agreement to these terms.

1. Our General Policy: No Returns Accepted

Shovniq operates on a strict “No Returns Accepted” policy for all products sold on our platform. This means that once a product is purchased and delivered, we generally do not accept it back for reasons such as change of mind, incorrect size/fit (unless specified as an exchangeable item by the seller), or general dissatisfaction with the product that does not relate to damage or incorrect delivery.

2. Conditions for Refund or Replacement (No Return Required)

While we do not accept physical returns, we are committed to ensuring you receive the product you ordered in good condition. You may be eligible for a refund or replacement without returning the original item only under the following limited circumstances:

• Damaged Product Received: The product arrived broken, torn, or otherwise physically damaged during transit.
• Incorrect Product Received: You received a product that is different from what you ordered (e.g., wrong item, wrong color, wrong size/variant if applicable).
• Missing Parts/Items: The product delivered is incomplete or has missing components that were advertised.
• Product Not Delivered: The product was paid for but not delivered within the estimated delivery period provided by the seller, and confirmed as lost by the shipping carrier.

Important Note: For issues related to “quality” or “taste” (especially for food items), these will be addressed on a case-by-case basis and require clear photographic evidence and adherence to the reporting timeline.

3. Reporting an Issue: Your 24-Hour Window

To be eligible for a refund or replacement under the conditions mentioned above, you must report the issue to Shovniq within 24 hours of the product’s delivery.

How to Report an Issue:

1. Contact Us: Immediately contact Shovniq’s customer support via support email at support@shovniq.com or through our WhatsApp helpline at 8595309109.
2. Provide Details: In your message, include:
   • Your Order ID.
   • A clear description of the issue (e.g., “damaged item,” “wrong product received”).
   • Crucial Evidence: High-quality photographs or a short video clearly showing the damage, the incorrect item, or the missing parts. Without clear photographic/video evidence, your claim may not be processed.
3. Await Review: Our team will review your claim and the provided evidence. We may contact you for additional information if needed.

4. Resolution Process

Once your claim is validated by Shovniq’s team:

• Communication with Seller: We will communicate the issue to the respective Seller of the product.
• Seller’s Decision: The Seller will then decide on the appropriate resolution:
  • Replacement: The Seller may dispatch a replacement product at no additional cost to you.
  • Refund: The Seller may initiate a full or partial refund to your original payment method.
• Timeline: We aim to facilitate a resolution within 7-10 business days from the validation of your claim. Refund processing times may vary depending on your bank or payment gateway.

5. Exclusions from Refund/Replacement

The following situations are not eligible for a refund or replacement under this policy:

• Change of Mind: You no longer want the product after receiving it.
• Minor Discrepancies: Slight variations in color, texture, size, or appearance that are inherent to handmade products and explicitly mentioned in the product description by the Seller.
• Normal Wear and Tear: Damage occurring after successful delivery and use of the product.
• Product Used or Altered: Any product that has been used, washed, altered, or is not in its original received condition.
• Failure to Provide Evidence: Claims made without sufficient photographic or video evidence.
• Claims Beyond 24 Hours: Issues reported after the 24-hour window from delivery.
• Issues caused by improper handling by the customer.

6. Shovniq’s Role

Shovniq acts solely as a facilitator between the Customer and the Seller. While we strive to ensure fair resolution, the ultimate responsibility for product quality, accuracy of description, delivery, and adherence to this policy lies with the individual Seller. Shovniq will mediate disputes and ensure communication, but does not guarantee the outcome of every dispute, though we will ensure our policies are enforced.

7. Contact Us

For any questions regarding this Returns and Refund Policy, or to report an issue, please contact us promptly:

Shovniq Support Team
Email: support@shovniq.com
Address: Noida Gautam Buddh Nagar, Uttar Pradesh
Phone: +91 8595 309 109