Return & Refund Policy

We want you to love your experience with Alvencia™, from the moment you place your order to the moment our products become part of your routine. If for any reason you're not completely satisfied or need to return an item, we're here to help. This Return & Refund Policy explains the conditions under which products can be returned, and how we handle refunds or exchanges. Our aim is to make the process easy, fair, and transparent for you.

Quick Overview: We offer a 30-day return window from the date of delivery, free return shipping, and your choice of a refund or store credit, provided the items are unused and sealed. Now, let's get into the details.

Eligibility for Returns

30-Day Window: You may request a return for most products purchased on Alvencia™ within 30 days from the date of delivery. If more than 30 days have gone by since you received your purchase, unfortunately we won't be able to offer you a return or exchange (except in special cases like a product recall or safety issue).
Unused & Unopened Condition: Because of hygiene and safety standards, returns are only accepted for products that are in their original, unused, and unopened condition. This means the product packaging (bottle, jar, tube, etc.) is still sealed, and the product has not been used, tested, or tampered with. The external packaging or box can be opened to inspect the item, but the product itself should remain sealed. For example, you can open the delivery box to look at the item, but if it's a cream jar, the hygiene seal on the jar should be intact for it to be returnable.
Original Packaging: Please keep the original packaging, including any boxes, tags, inserts, or freebies that came with the product. If you're returning an item, it needs to be returned with all components originally included. This helps us process the return smoothly and also ensures that the next customer receives a fully packaged product.
Proof of Purchase: A return request must be accompanied by proof of purchase – like your order number or invoice. (If you purchased through your Alvencia™ online account, we can verify via your order history as well; if you checked out as a guest, an order confirmation email or invoice will suffice.)
Conditions Apply: We reserve the right to decline a return if the item received does not meet the above conditions (e.g., if we receive a product that has been half used or with the seal broken, and no prior defect was reported, we may not be able to process the refund and will communicate the same to you).

Important Note: For the safety of all our customers, we cannot take back products that have been opened or used, unless there was a quality issue or the product was damaged/contaminated upon arrival. If you tried a product and experienced an adverse reaction or have a specific concern, please contact our support team – your well-being is our concern, and we will handle such cases on an individual basis to make sure you're cared for.

Non-Returnable Items

While we strive to be flexible, a few types of items are non-returnable for us:

Opened or Used Products: As mentioned, any product that has been opened (seal broken) and/or used cannot be returned simply for a change of mind or dissatisfaction. We encourage you to read product descriptions and usage instructions before opening. If you're unsure about a product, our customer service can guide you prior to purchase.
Personal Care Items of Intimate Nature: Items like personal razors, certain hygiene products, etc., if we offer them, once opened, might not be eligible due to hygiene reasons. (Currently, our focus is on haircare and skincare, but this is a general note for completeness.)
Gift Cards or Store Credits: If we issue gift cards or store credit codes, those are non-returnable and non-refundable (except as required by law). They're treated as cash equivalents.
Free Gifts or Promotional Items: If a product was received for free as part of a promotion or as a gift, it usually won't be eligible for return or refund. Similarly, if you are returning an order that included a free gift, we may ask that you return the free gift as well, or we may deduct its value from the refund (if you choose to keep it). We will clarify such cases during the return process.

How to Initiate a Return

We've made the return process simple and customer-friendly:

Contact Us: To initiate a return, get in touch with our customer support within 30 days of receiving your product. The easiest ways are:
- Email: Send a message to support@alvencia.com with your order number, the product you want to return, and the reason for the return. A brief explanation helps us process it faster and improve our products (if it was due to an issue).
- Live Chat: Visit our website and use the 24x7 live chat support. Provide the order details and the item you wish to return.
- Phone: You can call our customer care number at +91-9816541922 and our representative will guide you.
Response Time: Our support team typically responds within a few hours (often much sooner, given we're 24/7). We will verify your request against the eligibility criteria. In some cases, we might ask for a photo of the item (for example, if you claim a damage or wrong item, a quick photo helps us understand the situation).
Return Authorization: Once your return request is approved, we will provide you with a Return Authorization and details on how to send the product back. We'll likely arrange a free pickup at your address via our courier partner. We'll schedule the pickup at a time convenient for you as much as possible. In rare cases where a pickup isn't feasible at your location, we may ask you to ship the item back to us via a registered courier and we will reimburse the shipping cost.
Packaging the Return: Please place the item in its original packaging (product + box + any accessories) and then in a secure outer package (you can reuse the delivery box or any other sturdy box/envelope). If we emailed you a return shipping label, print it and affix it to the package. If not, our pickup agent might bring a label. Remove or cover any old shipping labels if you're reusing our packaging.
Handover: Give the package to the pickup agent as per the scheduled pickup. Make sure to get a pickup acknowledgement or receipt from the agent. If you're shipping it yourself, use a trackable shipping method and share the tracking number with us. This helps both parties keep track of the return in transit.

Return Address

If you need to ship your return to us, please use the following address:

Alvencia™
Roziyo Trading Pvt. Ltd.
Attn: Customer Care / Returns
Office No. 505, Tower 2, SG Alpha, Sector -9, Vasundhara,
Ghaziabad, Uttar Pradesh 201012
India

Refunds or Store Credit

Once we receive your returned item, here's what happens:

Inspection: Our team will inspect the returned product to verify its condition (unused, sealed, etc.) and match the serial/batch numbers with our records (to ensure it's the same product we sent you). This inspection is usually done within 48 hours of receipt at our end. Don't worry, we're not looking to be nit-picky – we just need to ensure the return is valid so we can process your refund.
Approval: If everything looks good, we'll approve the return. You'll be notified via email or message that the return was received and approved. If there is any issue (e.g., the product was found used or not eligible), we will reach out to you to explain the situation. In such a case, we can send the product back to you if you wish (freight to be borne by customer in that scenario) rather than just disposing of it.
Refund Processing: Once approved, you have options for your refund:
- Original Payment Method: We can issue a refund to your original payment method. If you paid by credit/debit card or online banking, the refund will be processed back to that account. If you paid by digital wallet or UPI, it goes back accordingly. We strive to process refunds within 2-3 business days of return approval. After processing, it may take additional 2-7 days for the amount to reflect in your account, depending on your bank or payment provider's policies.
- Store Credit: Alternatively, you may choose to receive your refund as Alvencia™ store credit (a gift card or a unique coupon code equivalent to the refund amount). Choosing store credit can be beneficial if you plan to shop with us again – sometimes we offer a small bonus for store credit refunds (for instance, an extra ₹50 or a 5% bonus added) as a token of appreciation. Store credit typically is issued immediately once the return is approved and can be used right away on our website. We will send you details on how to use it.
Cash on Delivery Orders: If you paid by Cash on Delivery (COD), we will coordinate with you to process the refund. Options for COD refunds include:
- Bank Transfer (NEFT/IMPS): We'll ask for your bank account details (Account name, number, IFSC) and process an online transfer.
- UPI: If you use UPI, share your UPI ID and we can refund via UPI.
- Or we can issue store credit, as per your choice. COD refunds cannot be given as cash, since we avoid cash handling via mail for safety reasons. We ensure COD refund methods are quick and hassle-free.
Partial Refunds: If you are returning only part of an order (say 1 item out of a 3-item order), we will refund the price corresponding to that item. If any discounts or bundle pricing were applied, we'll calculate accordingly. (For example, if a "Buy 3 get 20% off" was availed, returning one might adjust the overall discount – our team will clarify the refund amount before finalizing.)
Communication: Throughout the refund process, we'll keep you updated. You will receive an email confirmation once the refund has been initiated from our side, with any relevant transaction/reference number. If you don't see the refund in the expected time, reach out to us and we'll help sort it out with the payment processor.

Replacements and Exchanges

We currently do not offer direct exchanges (swapping one product for another) as part of the return flow. If you wish to exchange, the simplest way is: return the unwanted product for a refund or credit, and place a new order for the desired product. This ensures you get the new item quickly and the inventory is properly accounted for.
Damaged or Defective Products: If you received a product that is damaged, leaking, or defective out-of-the-box (despite our best quality checks), we sincerely apologize. In such cases, please contact us immediately (within 48 hours of delivery, if possible). We will fast-track a replacement for the same item at no extra cost to you, or offer a full refund, whichever you prefer. For instance, if a bottle spilled in transit, we'll send a fresh one. We might ask for a photo of the damage to report to our packaging team and courier for improvement.
Wrong Item Received: If we made a mistake and sent the wrong product, or a wrong variant, we'll correct it ASAP. You can keep the product sealed, inform us, and we will arrange a pickup for the wrong item while dispatching the correct item for you. No additional cost, of course. We aim to make it as convenient as possible – your patience is appreciated and we'll likely throw in a small coupon for the inconvenience caused.
In any case of replacements due to damage/wrong product, the 30-day limit may not apply – we handle those as special cases to ensure you get what you ordered and paid for.

Additional Information

Return Shipping Costs: As promised, return shipping is free for you. We either provide a prepaid return label or arrange a courier pickup. If under special circumstances you pay for returning an item (which should be pre-authorized by us), we will reimburse that cost.
Fair Use of Return Policy: Our return policy is in place to safeguard your interests, but we also monitor for abuse. Excessive returns (especially after usage) or frequent claims of non-receipt might be flagged. We reserve the right to deny service to customers who we find exploiting the policy (e.g., serial returners who use significant portions of product and then return frequently). This is to keep it fair for everyone. We appreciate your understanding.
Contact: For any doubts about whether a product is eligible for return, or to check on the status of your refund, you can always contact our support (support@alvencia.com or via live chat). We're here to help and want to ensure you have a smooth experience.
Satisfaction Guarantee: While our policy covers defective or unused returns, we genuinely want you to be satisfied. If you used a product correctly and didn't see the expected results or had an issue, even though it's not eligible for a traditional return, talk to us. We value your feedback and may offer personalized solutions – whether it's a one-time courtesy refund, a discount on a different product better suited for you, or expert advice on how to use it for better results. Your happiness and trust in Alvencia™ are of utmost importance to us.

In summary, shopping with Alvencia™ is risk-free: if something isn't right, we'll do our best to fix it. Our promise is to be fair and responsive at every step. Thank you for choosing Alvencia™ and giving us a chance to care for your hair and skin. We're here to support you, even after the purchase is done!