Returns, Damage & Exchange Policy
Effective Date: March 1, 2026 • Policy Jurisdiction: Pan-India
At VIVAAH – The Wedding Essentials, each ceremonial artifact, trousseau hamper, and heirloom keepsakes is meticulously inspected, hand-packed with multi-layer archival cushioning, and certified by our master quality guild before dispatch. Because our creations are dedicated to sacred ceremonies, customized milestones, and intimate bridal trousseau preparations, we maintain a strict damage-only replacement policy.
We do NOT accept returns, cancellations, or exchanges for change of mind, color shade subjectivity, ceremony date postponements, or after items have been utilized in wedding rituals. If your consignment arrives physically compromised in transit, we provide a 100% free expedited replacement or a complete refund under the guidelines detailed below.
1. The 48-Hour Reporting Window
Any transit damage, package tampering, missing items, or physical defect must be officially notified to our VIP Concierge within 48 hours of carrier delivery (as stamped by the logistics tracking network).
Claims submitted after the expiry of 48 hours from delivery cannot be entertained, as logistics insurance and courier transit liability expire beyond this duration.
2. Mandatory 360° Unboxing Video Proof
To uphold transparency and process instantaneous courier insurance claims, the customer must record a continuous, unedited unboxing video from the moment the sealed parcel is first handled:
- The video must clearly capture the intact shipping label (AWB barcode, consignee address).
- Show all six sides of the outer corrugated box prior to opening.
- Record the opening of seals and the unwrapping of interior bubble wrap in a single uninterrupted take.
- Clearly focus on the damaged component, broken glass, crushed metal frame, or defective element.
Note: Unboxing video proof is mandatory across all premium Indian wedding and jewelry courier networks to ensure swift claims verification.
3. How to Submit a Damage Claim
Email our quality department directly with your order reference number:
Email: hello@vivaahessential.com
Subject Line: Transit Damage Claim – Order #[Your Order Number]
Attachments: Unboxing Video file/link (Google Drive/Wetransfer) + High-resolution photographs of damaged product and outer packaging.
4. Resolution: Expedited Replacement or Full Refund
Once our Atelier Quality Desk verifies the damage footage (within 24 business hours):
- Free Doorstep Reverse Pickup: We arrange a complimentary courier pickup from your address via Shiprocket / Blue Dart.
- Priority Replacement: A brand-new replacement artifact is expedited via priority air courier at zero additional charge to you.
- Full Refund: In the rare event that the specific artisanal artifact is entirely sold out or unable to be remade before your wedding date, a 100% full refund will be credited directly to your original payment method (bank account / UPI / credit card via Razorpay) within 5–7 banking business days.
5. Non-Eligible / Non-Returnable Scenarios
Returns and replacements will be declined under the following circumstances:
- Damage resulting from improper handling, dropping, or unpacking using sharp razors.
- Products used, washed, altered, or placed in sacred fire (havan kund) or kumkum/haldi rituals.
- Bespoke customized items bearing personalized couple monograms, engraved dates, or tailor-made safas.
- Natural variations in handwoven raw silk slubs, hand-hammered brass impressions, or gota embroidery nuances.
- Requests initiated past the 48-hour delivery timeline or lacking unboxing video footage.
Have questions about your delivery?
Our atelier concierge is available Mon–Sat (10:30 AM – 7:30 PM IST) to assist with priority dispatches and inquiries.