Refund policy

Refund and Return Policy

At Pavi’s Couture, customer satisfaction is important to us. We aim to provide a simple and transparent exchange process. Please note that we do not generally offer cash or bank refunds. Eligible products may be exchanged according to the conditions below.

Customer Support

Working Hours
Monday to Saturday
10:00 AM–1:00 PM and 2:00 PM–6:00 PM

Customer Care

Queries received outside our working hours will be addressed on the next working day. Please send WhatsApp support queries only to 9600464588.

Return and Exchange Policy

Eligibility

A return or exchange will be accepted only when:

  • The product is damaged or defective.

  • An incorrect product has been delivered.

  • An item is missing from the order.

Exchange requests must be submitted within 5 days of delivery by contacting us through any of the following methods:

When contacting us, please provide your order number, details of the issue, and the required unpacking video or photographs.

Requests submitted after this period may not be accepted.

Unpacking Video Requirement

A clear and continuous unpacking video is mandatory for claims involving damaged, defective, incorrect or missing items.

The video must:

  • Begin before the parcel is opened.

  • Clearly show the shipping label and sealed package.

  • Show the complete unpacking process and the reported issue.

  • Be recorded continuously without edits, cuts or pauses.

We may also request photographs, the courier label and other information reasonably required to verify the claim. Claims submitted without sufficient supporting evidence may not be accepted.

Product Conditions

To qualify for an exchange, the returned product must:

  • Be unused and unwashed.

  • Be in its original condition.

  • Have all original tags intact.

  • Be free from stains, damage, perfume, body odour or other odours.

All returned products will undergo a quality inspection. Pavi’s Couture reserves the right to reject an exchange if the product does not meet these conditions.

Damaged, Defective, Missing or Incorrect Items

If we confirm that a product was damaged, defective, missing or incorrectly supplied, Pavi’s Couture will bear the reasonable return and replacement shipping costs.

Please do not return a product before receiving return instructions from us. Unauthorised returns or parcels sent on a collect-on-delivery basis may be refused.

Once the returned product is received and passes our quality inspection, we will arrange the approved replacement. If the same product is unavailable, the customer may select another available product of the same value. Any price difference for a higher-value replacement must be paid by the customer.

Non-Returnable Cases

Returns or exchanges are generally not accepted for:

  • Change of mind, dislike of colour or preference after delivery.

  • Incorrect size selected or ordered by the customer.

  • Minor colour differences caused by photography, lighting, screen settings or display calibration.

  • Minor variations in print placement, weave, texture, stitching or measurements that are normal for the fabric or manufacturing process.

  • Products damaged through wearing, washing, alteration, ironing, misuse or failure to follow the care instructions.

  • Items returned without their original tags or in a used, washed, stained, perfumed or altered condition.

  • Products marked Final Sale, provided this restriction was clearly displayed before purchase and the product is not defective, damaged or incorrectly supplied.

  • Customised or altered products, except where the product is defective or different from the agreed specifications.

  • Claims for damaged, defective, incorrect or missing items submitted without sufficient supporting evidence.

Nothing in this policy excludes any remedy or customer right that cannot legally be excluded.

Reverse Pickup and Return Shipping

Pavi’s Couture does not currently provide a reverse-pickup service. After an exchange request is approved, the customer must send the product to the return address provided by our support team using a reliable and trackable courier service.

Please retain the courier receipt and tracking details until the exchange is completed.

For a confirmed damaged, defective or incorrectly supplied product, Pavi’s Couture will reimburse the reasonable return shipping charge after the returned product is received and verified. Pavi’s Couture will also bear the shipping cost of sending the replacement product.

Return shipping charges will not be reimbursed if the claim is rejected during verification or if the returned product does not meet the conditions of this policy.

Combo and Promotional Orders

The promotional price of a combo or multi-buy offer is based on purchasing the stated number of products together.

If one product in a combo is confirmed as damaged, defective, missing or incorrectly supplied, we will provide an appropriate replacement for that product without affecting the promotional price of the remaining products.

Non-defective products from a combo cannot ordinarily be returned separately. If Pavi’s Couture exceptionally approves a partial return, the retained products may be recalculated at the applicable single-piece price. Promotional benefits cannot be converted into cash.

Failed Delivery and Return to Origin

If a parcel is returned to us because:

  • The address or phone number provided was incorrect.

  • The customer was repeatedly unavailable.

  • Delivery was refused.

  • The parcel was not collected from the courier facility.

The customer may be required to pay the applicable re-shipping charges before the order is dispatched again.

Where a refund is required under applicable law, the actual forward and return courier charges may be deducted where legally permitted. We will not impose a cancellation fee where doing so would be contrary to applicable law.

Order Cancellation by Pavi’s Couture

Pavi’s Couture may cancel an order because of:

  • Stock or inventory errors.

  • Payment verification issues.

  • Suspected fraudulent activity.

  • An incorrect price caused by a genuine technical error.

  • Inability to deliver to the customer’s location.

If Pavi’s Couture cancels a prepaid order, the amount received for the cancelled item or order will be refunded to the original payment method.

Refund Policy

Pavi’s Couture does not generally provide cash refunds, bank refunds or refunds through the original payment method for customer-initiated returns.

If a return request meets all the conditions of this policy, an exchange will be provided after the returned product passes our quality inspection, subject to product availability.

Refunds will be provided only when Pavi’s Couture cancels a prepaid order or when a refund is required under applicable law.

Processing Time

The exchange process may take approximately 7–15 business days after the returned product is received and approved following our quality inspection. Processing time may vary depending on return transit time and product availability.

For further assistance, please contact us during our working hours using the customer-care details provided above.