PAYMENT POLICY
1. We accept online orders through Visa and MasterCard debit and credit cards from select banks in India.
2. For Visa and MasterCard transactions, please provide your 16-digit credit card number, card expiry date, and the 3-digit CVV number (located on the back of the card).
3. Ensure your credit card is enrolled with VBV (Verified by Visa) or MSC (MasterCard Secure Code) to complete the transaction. For American Express cards, you will need to provide your 15-digit card number and a 4-digit code.
4. Credit card transactions will appear on your bank statement as a payment to Kovedaa.
5. If the amount has been deducted from your account but you haven’t received a confirmation from us, please contact our customer care team with the following information:
a. Transaction Reference Number.
b. Amount debited along with your registered email ID.
c. Date and time of the transaction.
SHIPPING POLICY
1. Shipping and handling charges are displayed at checkout, allowing consumers to review them before making payments.
2. After your order is confirmed and dispatched, you will receive an email with the tracking number and courier company details. Most orders are dispatched within 1-4 business days.
3. Estimated delivery times may vary by state. Working days exclude Saturdays, Sundays, and holidays. Delivery may be delayed due to logistics issues.
4. During Mega Sale events, dispatches may be delayed due to high order volumes. We aim to dispatch all orders within 7 days from the date of order.
5. Split shipments are normal, as different parts of your order may ship from various warehouse locations across India. You will only be charged for shipping/COD, if applicable, on the first package you receive.
DELIVERY POLICY
1. Cash on Delivery (COD) is available for all products, subject to availability, promotions, and offers.
2. We take extensive precautions to ensure the safety of products and their packaging. Each product is packed in boxes, with individual items wrapped in bubble wrap. Fragile items, such as bottles, receive additional bubble wrap for added security.
3. If a shipment appears tampered with or damaged, please do not accept it.
4. Orders placed during the second half of Saturday or on Sunday will be dispatched within 48-72 hours.
5. If your order is marked as delivered but you have not received it, please notify our customer service team via call or email within 24 hours. Allow 48-72 hours for us to investigate with our courier partners.
6. All claims regarding shortages or damages must be reported to customer service within 24 hours of delivery. Allow 3 working days for us to investigate and review your request. Do not accept shipments that appear tampered with or damaged.
7. If our reverse pick-up service is unavailable at your location, you will need to self-ship the product via a reliable courier partner. We will reimburse the courier charges to your account.
8. We are not responsible for damages that occur post-delivery and do not take responsibility for misplaced products after delivery.
9. We reserve the right to pause deliveries to any part of the country at any time if necessary.
10. Products with a remaining shelf life of less than 3 months are eligible for return, and the full amount of the product will be credited to the concerned person. No returns or refunds will be accepted for products with an expiration date more than 3 months away.
CANCELLATION POLICY
1. Once orders are dispatched, they cannot be cancelled.
2. Discount vouchers are for one-time use only and will be considered used even if the order is cancelled.
3. If loyalty points were redeemed for an order, they will be credited back to your account in the event of a cancellation.
4. For returns or cancellations, the refund will be initiated after we receive and verify the returned product and its packaging.
RETURN & EXCHANGE POLICY
1. Kovedaa products are non-returnable due to their hygiene, health, personal care, wellness, and consumable nature.
2. For refunds or replacements, email us within 24 hours of delivery at contact@kovedaa.com with images of the product, invoice, inner and outer packaging, and batch number. We will respond within 48-72 hours.
3. Please photograph the damaged or tampered parts of the product or package.
4. Allow 10 to 15 days from the return of your package for us to process your request. We may contact you to verify the damage or defect before issuing a refund or replacement.
5. You are eligible for a full refund or exchange without additional charges if:
a. The package is missing accessories.
b. The bottles or packaging are damaged or broken.
c. The wrong product was delivered.
d. An expired product was delivered.
6. If you received the wrong product, keep it safe, saleable, and undamaged in its original packaging. Retain the invoice and original manufacturer’s packaging for successful pick-up and return.
7. Returns will not be accepted if:
a. The product is damaged.
b. The invoice is missing.
c. The batch number or price is tampered with.
d. The original packaging is missing.
8. Do not use the item you are raising a complaint about.
9. Pilferage claims must be made within 24 hours of delivery.
10. Refunds will not be applicable if:
a. Adequate information about the case is not provided.
b. Snapshots of the invoice, packet, and box (if any) are not provided.
11.Damages due to neglect, improper usage, or incorrect application are not covered under our exchange/returns policy. Orders for festive gift boxes and exchanges due to allergic reactions are not eligible for exchange or refund.
REFUND & REPLACEMENT POLICY
1. We may contact you to verify the damage or defect in the product before issuing a refund or replacement.
2. Refunds will be processed through bank transfers; no cash refunds will be made. It will take our team at least 5 to 7 business days from the refund initiation date to process an online refund.
3. For NEFT transactions, it will take at least 3 to 5 business days from the refund initiation date to process the refund. For prepaid orders, the amount will be credited to the account used for payment. It may take 7-10 business days for the amount to reflect in your account.
NOTE TO CUSTOMERS
FAIR USAGE POLICY
We go to great lengths to ensure a smooth user experience. However, sometimes we need to enforce our policies strictly to serve our customers better. While the vast majority of our customers have genuine concerns, which we always support, some accounts abuse our liberal return and exchange policies. These accounts often return items, refuse to accept shipments, or demand cashback for issues beyond our responsibility, depriving our regular customers of the opportunity to purchase these products. To protect our customers’ rights, our customer care support team reserves the right to assess, judge, and take necessary actions at their discretion.
IMPAIRMENT & DAMAGES
We take great care and responsibility when sending our products to you. Each package undergoes a thorough quality check to ensure we deliver the best. However, if you receive incomplete, incorrect, or damaged items from an order placed on our website, please contact our customer service team within 24 hours of delivery. Please remember to:
- Avoid using the products.
- Take clear snapshots of the products.
- Retain the invoice copy.
If the order was placed through an online marketplace, please raise the issue with our customer service team. In such cases, Kovedaa is not responsible for any damages incurred.
CHANGE OF PACKAGING
Packaging, bottles, and communications at Kovedaa are continuously innovated and updated without affecting the product formulation and efficacy. These changes aim to enhance the user experience and comply with government regulations. The presence and placement of symbols or stickers providing product information may vary according to government rules and regulations. Although the placement of these symbols and stickers may change, rest assured that the product remains authentic and untampered.
As part of our new product packaging policy, we are gradually eliminating outer boxes and packing materials to become more eco-friendly. As a result, you may start receiving products without their paper-based outer packaging. This reduced packaging will not affect the authenticity or efficacy of the products. Reducing our carbon footprint brings us closer to a greener future. Thank you for supporting our efforts towards environmental conservation.
SUSPENDING PROMOTIONS
Kovedaa reserve the right to cancel any ongoing or future promotions, offers, sales, gifts, and giveaways on their products without any liabilities.
For any queries, please feel free to contact our customer care team at contact@kovedaa.com who will be happy to assist you.