Refund & Exchange policy
A.L.V is committed to conducting its business with fairness, transparency, and a customer-first approach.
Effective Date: June 24th, 2026
Introduction
This Refund & Exchange Policy ("Policy") will be effective from June 24th, 2026 ("Effective Date").
This Refund & Exchange Policy is formulated in compliance with the applicable provisions of the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and other relevant legal frameworks governing consumer rights in India. While the policy reflects standard retail and e-commerce practices, it has been specifically tailored to the operational structure and product offerings of A.L.V, a consumer-facing retail brand engaged in the online sale of lifestyle and fashion merchandise.
A.L.V is committed to conducting its business with fairness, transparency, and a customer-first approach. This policy aims to provide clarity and consistency in the handling of refund and exchange requests, promote informed consumer choice, and ensure a reasonable mechanism for resolving product-related concerns.
WHEREAS A.L.V (the "Company") recognizes the importance of customer satisfaction and consumer protection in its business operations, and is committed to maintaining transparency, accountability, and legal compliance in all post-purchase processes, including returns, exchanges, and refunds;
The Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, prescribe specific obligations on sellers and marketplaces to provide fair, reasonable, and time-bound procedures for addressing consumer grievances, including defective product redressal, non-delivery, or incorrect fulfilment;
In alignment with these legal obligations and industry best practices, the Company has adopted this Refund & Exchange Policy to serve as a standardized framework for evaluating and processing exchange requests and non-cash refund claims in the form of promotional codes or credit notes;
This Policy applies to all customers purchasing products from the A.L.V website, or other authorized digital platforms, and outlines the rights and responsibilities of both the consumer and the Company with regard to product exchanges, credit note issuance, reverse shipping procedures, and grievance escalation.
NOW THEREFORE, A.L.V hereby adopts this Refund & Exchange Policy to ensure a fair, lawful, and efficient experience for all customers seeking resolution with respect to post-purchase concerns, and to reinforce its ongoing commitment to ethical commerce, customer trust, and legal compliance.
Definitions and Interpretation
1.1 Definitions
In this Policy (including the recitals above hereto), except where the context otherwise requires, the following words and expressions shall bear the meaning assigned to them below:
1.2 Interpretation
- Certain terms may be defined elsewhere in this Policy, and wherever such terms are used, they shall have the meaning assigned to them.
- Section headings are for convenience only and shall not affect the construction or interpretation of any provision of this Policy.
- References to sections or annexures are, unless the context otherwise requires, references to sections or annexures of this Policy.
- Where a word or phrase is defined, other parts of speech and grammatical forms and the cognate variations of that word or phrase will have corresponding meanings.
- Words denoting singular shall include the plural and vice versa, and words denoting any gender shall include all genders unless the context otherwise requires.
- The terms "hereof", "herein", "hereto" and derivative or similar words refer to this entire Policy or specified Sections of this Policy, as the case may be.
- All references to this Policy shall include any amendments or updates to this Policy, as approved by the Compliance Officer or the designated authority from time to time.
Purpose
The purpose of this Refund & Exchange Policy is to establish a transparent, fair, and legally compliant framework for addressing post-sale consumer concerns related to product exchanges and refunds. This Policy is designed to ensure that customers of A.L.V ("Company") are fully informed of their rights and responsibilities in the event they are dissatisfied with a delivered product due to size mismatch, receipt of a damaged item, or other legitimate concerns qualifying for exchange.
The Policy is further aimed at aligning A.L.V's return and refund practices with applicable Indian consumer protection laws, particularly the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, which mandate clarity, fairness, and responsiveness in e-commerce operations.
This Policy also reinforces A.L.V's commitment to customer satisfaction while safeguarding its commercial interests through reasonable limitations on refunds and shipping responsibilities. The Company follows a non-cash refund model, wherein eligible returns result in the issuance of a non-transferable promo code (credit note) equivalent to the value of the returned product, rather than a direct monetary refund.
In the event of any inconsistency between this Policy and other internal or external policies of the Company, the provisions of this Policy shall prevail to the extent of such inconsistency in matters concerning refund & exchange mechanisms.
Processing Timeline
All customer orders are processed within 24 to 48 working hours following successful payment verification, excluding Saturdays, Sundays, and public holidays as per Clause 3(b) of the Shipment Policy.
Processing time includes order verification, packaging, and preparation for dispatch, and is distinct from shipping, delivery, or return/exchange timelines under this Policy.
Late delivery notice: If A.L.V anticipates a delay in processing an order beyond the standard 24 to 48 working hours, the customer shall be notified of such delay at least one (1) working day in advance. This clause applies only to delays in order processing prior to dispatch and does not cover delays arising after the order has been handed over to third-party logistics providers.
Scope of the Eligibility for Exchange
Customers may request an exchange for eligible products purchased from A.L.V, subject to the terms and conditions outlined herein. An exchange request will be considered valid only if it complies with the procedural and eligibility criteria specified in this Policy. The Company reserves the right to inspect returned products and accept or reject exchange requests at its sole discretion.
A product shall be eligible for exchange only if all the following conditions are satisfied:
| Criterion | Requirement |
|---|---|
| Condition of Product | The product must be unused, unworn, unwashed, undamaged, and returned in its original packaging with all original tags, labels, seals, and accessories intact. |
| Purpose of Exchange | Exchanges shall be accepted only in the following cases: (a) size-related concerns within the same product; (b) defective or damaged products, except for categories expressly barred under Clause 5; and (c) change-of-mind requests, solely for products where the description explicitly states that "change-of-mind exchange is permitted." No exchange requests shall be entertained for style preference, color choice, or any other grounds unless expressly permitted. |
| Timeframe | The customer must initiate the exchange request within 7 days from the date of delivery, by writing to the designated email ID or through the platform's exchange request portal (if available). |
| Proof of Delivery | The customer must provide a valid shipment tracking ID and may be requested to share an unboxing video or photographs for validation in case of product damage or defect. |
| Non-Returnable | Conditions falling under Clause 5. |
| Original Invoice | A copy of the original invoice or order confirmation must be included in the return parcel. |
Any product that fails to meet the above conditions shall be deemed ineligible for exchange, and the return shall be rejected without any issuance of a credit note or replacement. The Company will not be liable for any products lost or damaged during the return transit initiated by the customer.
Non-Eligibility for Exchange
A.L.V is committed to maintaining high standards of quality and customer satisfaction. However, to ensure fairness, hygiene, and operational efficiency, certain circumstances render products ineligible for exchange:
- Used, worn, or washed products: Products that show any visible signs of wear, use, washing, ironing, fragrance application, or tampering will be automatically disqualified.
- Missing original tags or packaging: Products returned without the original tags, size labels, packaging, or invoice shall be non-exchangeable.
- Exchange request initiated after the timeline: If not raised within 48 hours of delivery or if the approved product is not dispatched within 3 calendar days, the request will be rendered invalid.
- Damage caused by the customer: Products damaged due to improper handling, cutting, tearing, staining, or exposure to water or chemicals will not be accepted.
- Multiple exchange requests: Only one exchange is allowed per order. Multiple or repeated requests for the same product/order ID will not be processed.
- Clearance, discounted, or promotional sale items: Products marked as "Final Sale," "Non-Returnable," or part of a clearance offer shall not qualify for exchange.
Any product received by the Company in violation of the above conditions shall be returned to the Customer, and no credit note or promo code will be issued.
Wrong Item Delivered
If an incorrect item is delivered (color, size, design or type), customers must initiate exchange within 48 hours of delivery with photos of the product, packaging, and invoice. After verification, A.L.V will arrange return shipping and send the correct item or issue a credit note at no extra cost.
Inventory Unavailability
In cases where an approved exchange product becomes unavailable due to inventory issues, A.L.V shall notify the customer and issue a credit note within 7 to 10 business days. Customers may also choose an alternate product of the same value via a credit note or promo code, as detailed in Clause 7.
Process of Exchange, Step by Step
A.L.V provides a seamless and customer-friendly exchange mechanism for eligible product purchases. Customers seeking an exchange must strictly adhere to the process outlined below:
| Step | Action | Description |
|---|---|---|
| Step 1 | Initiate Exchange Request | Within 7 days of delivery, submit a request via the Exchange Request link on the Website or by emailing Ordersupport@alv.com with subject: "Exchange Request – [Order ID]". Include: reason for exchange, photographs with tags/packaging intact, order invoice, and unboxing video if requested. |
| Step 2 | Review & Approval | A.L.V will review the request within 2 business days and notify approval or rejection based on Policy eligibility. |
| Step 3 | Customer Arranges Return Shipping | Upon approval, A.L.V arranges reverse pickup via designated logistics within 3 calendar days at Company cost. Package must include product in unused condition, original tags/packaging, original invoice, and secure packing. |
| Step 4 | Audit, Inspection & Verification | A.L.V inspects the returned product for compliance with exchange conditions. Inspection may take up to 3 business days. |
| Step 5 | Issuance of Promo Code | If the product passes inspection, a unique, non-transferable promo code equal to product value will be issued, valid for 90 days, via email. |
| Step 6 | Exchange Timeline | All approved exchanges will be completed within 7–10 working days from receipt of the returned product. |
Additional Provisions
- Exchange shall be permitted only once per order.
- A.L.V does not currently provide reverse pickup or in-house courier collection.
- Requests raised through any mode other than email or outside the stipulated timeframes shall be invalid.
- The Company shall not be responsible for any loss or damage during return transit arranged by the customer.
Credit Note / Promo Code Policy
A.L.V does not provide refunds in the form of cash, bank transfers, or original mode of payment. Instead, for all approved exchange requests, the Company issues a non-cash refund in the form of a credit note (promo code).
Issuance: Upon successful inspection per Clause 6, A.L.V shall issue a unique, non-transferable promo code representing the equivalent monetary value of the exchanged product (excluding shipping charges), communicated via email.
The promo code shall be subject to:
- Linked to the original order ID and Customer's registered account;
- Issued only after the product passes quality inspection;
- Valid for single use only — cannot be split, combined, or used with other offers;
- Applicable exclusively on future purchases through the official A.L.V website.
A.L.V shall issue the credit note within 2 business days from completion of inspection.
Validity: The credit note is valid for 90 calendar days from issuance. Conditions of use:
- Must be applied at checkout when placing a new order;
- No balance or residual value carried forward if order value is less than promo code value;
- If order exceeds promo code value, the Customer pays the balance;
- Cannot be redeemed for cash, transferred, or applied to prior purchases.
The Company shall not be held liable for expired, lost, deleted, or unused promo codes.
Obligations of the Customer
The Customer must comply with the following mandatory obligations:
- Product must be in unused, unwashed, and unworn condition;
- Free from stains, perfume, damage, or any sign of wear;
- Accompanied by all original tags, labels, size stickers, and manufacturer packaging;
- Returned in secure, tamper-proof packaging to avoid transit damage.
A.L.V reserves the right to reject any exchange if the returned product fails these conditions, and such product shall be returned to the Customer at their own cost.
A.L.V may request an unboxing video clearly showing the package being opened from a sealed state, with product, invoice, and tags visibly identifiable. Failure to provide the video upon request may lead to rejection of damage-related claims.
Original shipping charges are non-refundable. Any reverse shipping cost or incidental charges during return shall not be compensated by the Company.
Refund and Exchange Limitations
A.L.V adopts a transparent, credit-based exchange model. Under no circumstances shall the Company provide refunds in the form of cash, bank transfer, digital wallet credit, card reversal, UPI refund, or through the original mode of payment.
A.L.V reserves the right to deny any exchange if the returned product:
- Fails to meet eligibility under Clause 4 or violates Clause 5;
- Is found used, washed, stained, worn, or damaged;
- Is returned without original tags, packaging, or invoice;
- Is received after the prescribed timelines.
Quality inspection will be completed within 3 business days. If the product passes, the promo code shall be issued within 2 additional business days, in line with Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020.
Grievance Redressal Mechanism
A.L.V is committed to addressing customer concerns in a timely, transparent, and effective manner in accordance with Rule 4(1) of the Consumer Protection (E-Commerce) Rules, 2020.
The written grievance must include:
- Full name of the customer
- Order ID and product details
- Nature of the complaint or issue faced
- Copies of relevant communication, if any
- Contact information for further communication
The GRO shall acknowledge receipt within 48 hours and resolve the grievance within 15 days from receipt, per the Consumer Protection (E-Commerce) Rules, 2020.
Governing Law & Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the Republic of India, without regard to any conflict of law principles.
Subject to Clause 10 (Grievance Redressal Escalation), the courts situated in New Delhi, India, shall have exclusive jurisdiction over all disputes, claims, or proceedings arising from this Policy.
Amendment to the Policy
A.L.V reserves the right to modify, revise, suspend, or withdraw this Policy, in whole or in part, at any time, without prior notice and at its sole discretion. Amendments shall be published on the official website and take effect immediately upon posting.
Continued use of the platform or purchase of products after changes constitutes acceptance of the revised terms. In case of significant changes affecting customer rights, A.L.V may notify customers via email or other registered means.
Now Therefore, This Refund & Exchange Policy is effective as of June 24th, 2026 and shall remain in force until amended or withdrawn. It supersedes all prior customer-facing policies, communications, or representations concerning the subject matter addressed herein. By placing an order through the A.L.V website or application, the customer acknowledges that they have read, understood, and agreed to abide by this Policy in its entirety.