Return & Replacement Policy
At **SOUVERAA**, every piece is carefully inspected and securely packed before it leaves our hands. We want your gifting experience to be as beautiful as intended.
1. Eligible Returns
We accept returns/replacements **only if the product is received damaged, defective, or broken**.
Any claim must be raised **within 48 hours of delivery**. Requests raised after 48 hours of delivery will not be eligible for return or replacement.
2. Unboxing Video Required
To help us verify any damage caused during transit, customers are requested to record a **continuous, unedited unboxing video** starting from the unopened package, clearly showing:
- The outer packaging
- Shipping label
- Opening of the package
- The product and the damage/defect
The video should clearly establish that the product was damaged when received.
Claims without sufficient photographic/video evidence may not be accepted.
3. How to Raise a Claim
In case your order arrives damaged or defective, please contact us within **48 hours of delivery** with:
- Order number
- Clear photographs of the product
- A clear unboxing video
- Description of the issue
Our team will review the claim and confirm whether it qualifies for a replacement or other appropriate resolution.
4. Replacement
Once the claim is approved, SOUVERAA will arrange a **replacement of the damaged/defective product**, subject to product availability.
If the same product is unavailable, SOUVERAA may offer an alternative resolution, including a replacement with a similar product or refund, as applicable.
5. Non-Returnable Reasons
Returns or replacements will not be accepted for:
- Change of mind
- Incorrect product selection
- Personal preference
- Difference in colour, finish, or appearance due to screen/display settings
- Minor variations arising from the handmade or artisanal nature of certain products
- Damage reported after 48 hours of delivery
- Products that have been used, altered, mishandled, or damaged after delivery
6. Packaging & Transit Damage
If the package appears visibly damaged at the time of delivery, customers are advised to take photographs/videos of the package before opening it and mention the issue to the delivery partner wherever possible.
7. Refunds
Refunds, where applicable, will be processed only after the claim has been reviewed and approved by SOUVERAA. The refund will be made to the original mode of payment, subject to applicable payment-processing timelines.
8. Important Note
SOUVERAA reserves the right to assess each return/replacement request and determine eligibility based on the evidence provided.
By placing an order with SOUVERAA, the customer agrees to the terms of this Return & Replacement Policy.
**For any assistance regarding a damaged or defective order, please contact our customer support team within 48 hours of delivery.**