Return Policy

Welcome to Viva Enterprises. We are committed to providing top-quality customized and printed apparel to our customers. By placing an order through our website, you expressly acknowledge, understand, and agree to the terms, conditions, and stipulations outlined in this Return, Refund, and Cancellation Policy.

1. General Policy Overview & Scope

Due to the customized nature, specific sizing runs, and on-demand production processes involved in our garment and printing operations, Viva Enterprises strictly adheres to a limited return and replacement protocol. We do not operate on an open return model. All transactions completed on our platform are considered final, subject only to the limited exceptions explicitly stated below.

2. Eligibility for Returns & Replacements

Returns, replacements, or claims are strictly accepted ONLY under the following circumstance:

  • Incorrect Item Shipped: If the product physically delivered to you completely differs in size, design, or specification from the verified order details placed on our system.

Non-Eligibility (Strict Exclusion Clause): Except for cases where an incorrect item was shipped directly due to our operational error, NO returns, NO refunds, and NO exchanges will be entertained under any circumstances, including but not limited to:

  • Minor variations in screen colors versus physical garment prints (print-on-screen variance).
  • Customer sizing errors or change of mind post-dispatch.
  • Normal wear and tear, incorrect washing/care procedures, or misuse.
  • Subjective dissatisfaction regarding fabric feel or fit once the product adheres to standard manufacturing specifications.

3. Mandatory Requirement: 360-Degree Unboxing Video

To prevent fraudulent claims, transit disputes, and unauthorized chargebacks, a continuous, unedited unboxing video is MANDATORY for any verification and claim processing.

Verification Guidelines for Unboxing Video:

  1. The video recording must begin before cutting or opening the outer delivery package/courier flyer.
  2. The shipping label, tracking number (AWB), and original seal must be clearly visible and in focus in the footage.
  3. The video must be completely continuous without pauses, cuts, transitions, or post-production edits.
  4. The exact defect or mismatched product must be clearly demonstrated on camera during the initial unboxing.
  5. Failure to provide an unedited 360-degree unboxing video will result in an immediate and non-negotiable rejection of your claim.

All discrepancies must be reported to our grievance support team within 24 to 48 hours of delivery. Claims raised past this window will not be entertained under any circumstances.

4. Order Cancellation Policy (Pre-Shipment Only)

We understand that mistakes happen during order placement. Therefore, order cancellation is permissible strictly under the following condition:

  • Pre-Dispatch Window: An order may be cancelled only before it has been processed, printed, or handed over to our logistics partners for shipping.
  • Once an order has entered production or a shipping label/tracking ID has been generated, cancellations cannot be processed under any circumstances.

Cancellation Process: To request an urgent pre-shipment cancellation, you must directly contact our customer support team with your Order ID and registered phone number:

  • Direct Helpline / WhatsApp: +91 8850404798
  • Operational Hours: Monday to Saturday (10:00 AM – 7:00 PM IST)

5. Refund Discretion and Processing

  • Where an incorrect item dispatch has been conclusively verified via our team and approved:
    • A correct replacement will be shipped at no additional shipping cost to the customer.
    • In the rare event that an identical replacement cannot be provided due to inventory unavailability, a store credit or direct refund to the original payment source will be processed within 7 to 10 business days.
  • Shipping fees, gateway charges, or packaging charges may be non-refundable at the sole discretion of Viva Enterprises.

6. Dispute Resolution & Jurisdiction

Any disputes, discrepancies, or legal claims arising out of or related to product purchases, returns, or policy interpretations shall be subject to amicable resolution first. In the event of unresolved disputes, the matter shall be governed by the laws of India and subject exclusively to the competent courts of Mumbai, Maharashtra, India.

7. Contact Information

For any legal inquiries, policy clarifications, or pre-shipping cancellation requests, reach out to:

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