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Return and exchange

Return and Exchange Policy - Vihar Kriti (A Brand of Nexus Exportify)

At Vihar Kriti, we strive to ensure that every transaction is seamless and that you are delighted with your purchase. We take great care in delivering our products and adhere to the highest quality standards. We value our customers and their requirements, and we put our best efforts to enhance customer experience and satisfaction.

General Policy

As a policy, we do not offer returns or exchanges on products delivered in the right condition as per the order placed. However, we understand that there might be unforeseen circumstances. We are open to extending a full refund, re-fulfilling your order, or providing another appropriate resolution if:

  • Wrongful Delivery: The product delivered does not match the item in the order confirmation.
  • Genuine Quality/Manufacturing Defect: The product has a demonstrable quality issue or manufacturing defect.
  • Damage in Transit: The product was damaged during the shipping process.

Conditions for Returns and Exchanges

To be eligible for a return or exchange, the following conditions must be met:1

  • Timely Notification: You must contact our Customer Care within 24 hours of delivery to report the issue.
  • Original Packing: The product should be returned in its original packaging without any damage or tampering.
  • Proper Packaging: The product should be well-packed to avoid any damage during the return transit.

Return and Exchange Process

  1. Contact Customer Care:
    • By telephone at +91-7370822354 between  10.00AM to 5.00 PM IST on business days
    • By email at support@nexusexportify.com with your order number, date of transaction, delivery address, and an image of the wrongfully delivered or defective item.
  2. Customer Care Review: Our customer care team will review your request and revert back within 48 working hours.
  3. Resolution: Based on the nature of the issue, we will provide a resolution, which may include a refund, exchange, or other appropriate action.

Exchanges and Refund Policy

  • Case-by-Case Basis: Given the nature of our handcrafted products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case-by-case basis.
  • Slight Variations: Please note that our products are handmade, and there could be slight variations from one product to another. These variations are part of the inherent nature of the product-making process and will not be considered defects.
  • Non-Eligibility for Refunds: No refunds will be given if the customer has provided a wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency, or the package is refused by the recipient.
  • Refund Processing: Refunds will be processed within 7-8 business days. If paid by credit card, refunds will be issued to the original credit card provided at the time of purchase. For other payment methods, the refund will be credited to the original payment source.

Customs Clearance and International Shipping

  • Customs Duties & Taxes: Customers are responsible for paying any applicable import duties and taxes imposed by the destination country.
  • Customs Clearance: Customers must provide necessary KYC documents (ID Proof) as required by customs authorities. Failure to do so may result in the shipment being destroyed, and no refund will be provided.
  • Delivery Delays: Customs authorities may randomly inspect packages, which can cause delays.

Bulk Orders & Production Time

  • If a bulk order is placed and the required quantity is not available for immediate fulfillment, the customer will be informed.
  • Upon confirmation from the customer, the order will go into production or procurement, which may take 1 to 3 months depending on availability.
  • Once production or procurement is completed, the order will be shipped accordingly.

Remote Area Surcharge

  • If an international shipping address is classified as a remote location by the logistics provider, a Remote Area Surcharge may apply.
  • Customers will be informed before shipping, and the surcharge must be paid via our website within 3 working days.
  • If unpaid, the order will be canceled, and a full refund will be issued.

International Returns and Exchanges

For international orders, the customer is responsible for the return shipping costs. We recommend using a trackable shipping method and insuring the package for the full value of the product.

Contact Us

If you have any questions or concerns regarding our return and exchange policy, please don't hesitate to contact our Customer Care team.