Refund & Return Policy — Avinya

Shopping for beauty products online or booking a home salon service requires a leap of faith. At Avinya, we want that leap to feel effortless. Our Refund and Return Policy is designed with one goal in mind — to make sure you never feel stuck, shortchanged, or unheard. Read on to understand exactly what you are entitled to, how to claim it, and how quickly we will resolve your concern.

Our Core Promise to You

Before we get into the specifics, here is the headline: If something goes wrong, we will make it right. Whether a skincare product arrived damaged, a hair serum was not what you expected, or your home salon service did not meet the standard you deserve — we have a clear, fair, and fast resolution process waiting for you.

Avinya stands behind every product we sell and every professional we send to your home.

PART ONE: Beauty Products — E-Commerce Refund & Return Policy

1. Return Eligibility — What Can Be Returned

We accept returns on beauty products under the following conditions:

You are fully eligible for a return if:

• The product you received is physically damaged — broken packaging, cracked bottle, crushed tube, or shattered container
• The product is defective — it does not work as described, has an unusual smell inconsistent with the product type, or shows signs of manufacturing error
• The product is expired — the expiry date printed on the packaging has already passed at the time of delivery
• You received the wrong product — what was delivered does not match what you ordered in terms of item, variant, shade, or size
• The product arrived with a broken seal or visibly tampered packaging, raising genuine safety or hygiene concerns
• A quantity mismatch occurred — you received fewer items than what was confirmed in your order

Returns are not accepted in the following situations:

• The product seal has been opened and the product has been used — for hygiene and safety reasons, we are unable to resell opened beauty products
• You simply changed your mind after receiving the product in perfect, sealed condition
• The return request is raised more than 7 days after the delivery date
• The product falls under our non-returnable category (listed in Section 3 below)
• The damage was caused by misuse, improper storage, or conditions outside our control after delivery

2. The Return Window — Act Within 7 Days

All return requests for beauty products must be initiated within 7 days of the delivery date. The delivery date is confirmed by the tracking information from our courier partner.

We strongly recommend inspecting your order at the time of delivery itself. If a package appears externally damaged, please photograph it before opening and raise a concern immediately.

After 7 days, we are unable to process returns or issue refunds for beauty products under any circumstances, as product integrity and storage conditions beyond this window cannot be verified. We appreciate your understanding — this policy protects both you and future customers.

3. Non-Returnable Products

The following categories of beauty products are strictly non-returnable due to hygiene, safety, and regulatory reasons. This is standard practice across the beauty and personal care industry globally:

• Opened or used skincare, haircare, makeup, or personal care products of any kind
• Intimate care and hygiene products — including feminine hygiene items, body shavers, and epilators once removed from packaging
• Lip products — lipstick, lip gloss, lip liner, and lip balm, once unsealed
• Eye makeup — mascara, kajal, eyeliner, and eye shadow palettes once unsealed
• Face masks and sheet masks — once the individual sachet or packet has been opened
• Products purchased during sale, clearance events, or with special promotional discounts marked as final sale at the time of purchase
• Gift cards, digital vouchers, and beauty boxes — once redeemed or the contents have been accessed
• Customised or personalised products made to your specific specifications

If you are unsure whether your product is eligible for return, please contact our customer care team before raising a request — we are happy to guide you.

4. How to Raise a Return Request — Step by Step

Returning a product with Avinya is a simple, guided process:

Step 1 — Document the Issue Take clear photographs or a short video clearly showing the damage, defect, wrong item, or tampered packaging. Good documentation speeds up your resolution significantly.

Step 2 — Contact Us Within 7 Days Reach our customer care team through any of these channels:

• 📧 Email: avinyacare@gmail.com (subject: “Return Request — Order #XXXXXX”)
• 📞 Phone: +91- 9685365105 (Monday to Saturday, 11 AM to 8 PM IST)
• 💬 WhatsApp: Message us on WhatsApp with your order number and photos

Step 3 — Share Your Evidence Attach your photos or video along with your order number, the product name, and a brief description of the issue. The more clearly you document the problem, the faster our team can act.

Step 4 — Our Team Reviews Your Request Our customer care team will review your request within 24 to 48 working hours and get back to you with a resolution — either a pickup arrangement, a replacement, or a refund, depending on stock availability and your preference.

Step 5 — Pickup Arranged (if required) If a physical return is necessary, we will arrange a free pickup from your doorstep at your convenience. Please ensure the product is in its original packaging with all tags, inserts, and accessories intact.

Step 6 — Resolution Processed Once the returned product is received and quality-checked at our warehouse (typically within 3 to 5 business days of pickup), your refund or replacement will be processed.

5. Refund Process and Timeline

Once your return is approved and the product (where applicable) has been received and verified, refunds are processed as follows:

Refund to Original Payment Method (Standard):

Please note that while we process refunds on our end immediately upon approval, the actual credit to your account depends on your bank’s internal processing timelines, which are outside our control.

6. Product Exchanges

If you received a wrong product, a wrong shade, or a wrong size, we offer a direct exchange in addition to a refund — subject to stock availability.

To request an exchange:

• Follow the same return request process described in Section 4
• Specify that you prefer an exchange and mention the correct product, shade, or size you originally ordered
• We will ship the correct product to you at no additional cost once we receive the returned item

If the specific product you want is out of stock at the time of exchange, we will offer you a full refund or store credit instead.

7. Shipping Charges on Returns

If the return is due to our error (wrong product sent, damaged item, defective product, expired product) — we bear 100% of the return shipping cost. There is absolutely no charge to you.

If the return is for any other eligible reason — the return shipping cost may be deducted from your refund amount, or you may be asked to self-ship the product to our warehouse. Our team will clarify this when processing your request.

Original delivery charges are non-refundable unless the return is entirely due to a Avinya error.

8. Cancellation Policy — Beauty Products

Before Shipment: You may cancel your product order for a full refund at any time before the order is dispatched from our warehouse. Log in to your account and navigate to Orders → Cancel Order, or contact customer care.

After Shipment: Once a product order has been dispatched, it cannot be cancelled. However, you may refuse delivery at the door, and the product will be returned to us. A refund will be processed once the item is received back at our warehouse, minus any applicable return shipping fees.

Prepaid Orders Cancelled by Avinya: In the rare event that we cancel your order due to stock unavailability or unforeseen circumstances, a full refund — including all shipping charges — will be credited to your original payment method within 3 to 5 business days.

PART TWO: Salon Services — Refund & Cancellation Policy

9. Our Service Quality Guarantee

Every Avinya salon professional is background-verified, trained, and certified. We take the quality of every service seriously. If your experience did not meet our standards, we will make it right — no arguments, no delays.

Our Service Quality Guarantee covers:

• Services that were not completed as described in the booking
• Services that caused a demonstrable adverse reaction due to professional negligence (not pre-existing conditions or undisclosed allergies)
• Services where the professional did not arrive or arrived significantly late without prior communication
• Use of products or techniques materially different from what was booked and paid for

10. Service Cancellation — Your Rights

Cancelling More Than 2 Hours Before Your Appointment: You may cancel any service booking free of charge up to 2 hours before your scheduled appointment time. A full refund will be credited to your original payment method within 24 to 48 hours.

Cancelling Within 2 Hours of Your Appointment: If you cancel within 2 hours of your scheduled appointment time, a cancellation fee of ₹99 may be applicable to cover the professional’s travel and preparation time. This fee is deducted from your refund.

No-Show (Professional Did Not Arrive): If your assigned professional does not arrive within 60 minutes of the scheduled time and does not communicate a valid reason, you are entitled to a full refund with no deductions — plus a courtesy discount on your next booking as an apology for the inconvenience.

Rescheduling: You may reschedule any booking up to 2 hours before the appointment time at no charge. Simply open the booking in the app, select “Reschedule”, and choose a new time slot that works for you.

11. Refund for Unsatisfactory Services

If you are unhappy with the quality of a service you received, please follow these steps:

Report Within 24 Hours: Raise your concern within 24 hours of service completion. After this window, it becomes difficult to verify service-related issues objectively.

How to Report:

• Rate your service 1 or 2 stars in the app immediately after completion — our team will proactively reach out
• Email us at: avinyacare@gmail.com with the subject “Service Quality Concern — Booking #XXXXXX”
• Call us on +91-9685365105
• WhatsApp us with your booking ID and a description of the issue

What We Investigate: Our quality team will review your feedback, speak with the assigned professional, and assess the situation fairly within 48 to 72 working hours.

Possible Resolutions:

• Free redo of the service with a different professional at no additional cost (most common resolution for quality concerns)
• Partial refund — a percentage of the service fee returned to your original payment method or wallet
• Full refund — in cases of serious service failure, no-show, or gross professional misconduct

We assess each case individually and fairly. Our goal is always your satisfaction, not a technicality.

12. What Is Not Covered Under Service Refunds

The following situations are not eligible for service refunds, as they fall outside the scope of professional service quality:

• Dissatisfaction based on a personal change of preference after the service is completed (e.g., you decided you preferred a different hair colour after the colouring was done as requested)
• Reactions caused by pre-existing skin conditions, allergies, or sensitivities that were not disclosed to the professional before the service
• Issues arising from post-service home care that was not followed as advised by the professional
• Services that were fully completed as described in the service listing with no objection raised during the session
• Concerns raised more than 24 hours after the service was completed

13. Membership, Subscription, and Package Refunds

Service Packages: Avinya multi-session packages (e.g., facial packages, waxing subscriptions) can be cancelled and the remaining unused sessions refunded at a pro-rata rate, minus any introductory discount that was applied at the time of purchase.

Monthly Memberships: Monthly memberships can be cancelled at any time. The cancellation takes effect at the end of the current billing cycle. No partial-month refunds are issued.

Annual Memberships: Annual memberships are refundable within the first 14 days of purchase if no services have been availed. After 14 days or after the first service is used, a pro-rata refund for remaining months may be issued after deducting any benefits already used.

15. Policy Updates

We may revise this Refund and Return Policy from time to time in response to changes in business operations, legal requirements, or customer feedback. All updates will be published on this page with a revised “Last Updated” date. We encourage you to review this policy periodically so you always know where you stand.

16. Contact Customer Support

Our customer care team is real, responsive, and genuinely committed to resolving your concern:

Avinya 📧 General Support: avinyacare@gmail.com 📧 Returns (Products): avinyacare@gmail.com 📧 Service Complaints: avinyacare@gmail.com

📞 Phone: +91-9685365105 (Monday to Saturday, 11 AM to 8 PM IST)

💬 WhatsApp: Available on our website homepage 🌐 Website: https://avinyabeautyhub.com/

This Refund and Return Policy forms part of our Terms and Conditions and is governed by the laws of India, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. In the event of any dispute, the exclusive jurisdiction shall rest with the courts of India.

© 2026 Avinya. All Rights Reserved.