Return, Refund & Cancellation Policy

Inspect all delivered goods within forty-eight (48) hours of receipt at the designated delivery address. Any complaint, claim, or discrepancy — including defects, shortages, damage, or branding errors — must be reported to GIVOO in writing at [email protected] within this 48-hour window, accompanied by the evidence specified in Section 6.

All goods supplied through GIVOO are made to order and customised according to specifications provided and approved by you on the GIVOO dashboard. Accordingly:

• (a)No refunds, returns, exchanges, or credits shall be issued for change of mind, buyer's remorse, or subjective dissatisfaction with colour, texture, material feel, or minor aesthetic variations that are inherent to physical production.
• (b)No refunds, returns, or exchanges shall be issued for errors in specifications, measurements, text, colour codes, artwork, or recipient details that were provided or approved by you.
• (c)Once you grant final artwork/proof approval on the dashboard and production has commenced, the order is non-cancellable and non-refundable, subject only to the exceptions in Sections 3 and 4 below.

If a delivered item bears branding that materially deviates from the final approved proof (wrong logo placement, mirrored/inverted print, incorrect logo file used by GIVOO), notify [email protected] within 48 hours of delivery, providing:

• (a)Order number and item SKU(s) affected.
• (b)Clear, high-resolution photographs of every affected item showing the branding concern.
• (c)A copy of or reference to the approved proof for comparison.

Upon verification, GIVOO shall, at its sole discretion, either (i) arrange a reprint/replacement of the affected items, or (ii) issue a proportional credit against a future order. Refunds to the original payment method shall be issued only where replacement or credit is commercially impracticable, and solely at GIVOO's discretion.

If goods arrive physically damaged due to shipping or handling during transit, you must:

• (a)Notify [email protected] within 48 hours of delivery.
• (b)Provide photographic evidence of the damaged items and the outer packaging (including shipping labels).
• (c)Retain all damaged items and original packaging in unaltered condition until the claim is resolved. Disposal of damaged items or packaging before claim resolution shall void the claim.

GIVOO will coordinate with the logistics partner to investigate the claim. Where the claim is validated, GIVOO shall either replace the damaged items or issue a proportional credit. Cash refunds for transit damage are at GIVOO's sole discretion and subject to recovery from the logistics partner's insurance.

This provision applies to shipments covered under standard transit insurance. For uninsured or self-collected shipments, risk passes to you upon handover to your designated carrier or collection agent.

Verify that all items listed on the packing slip/delivery challan have been received. If items are missing from any pack or shipment, notify [email protected] within 48 hours of delivery with the following:

• (a)Order number, packing slip reference, and details of missing item(s).
• (b)Photographs of items received and packaging.

Upon verification against despatch records and weight logs, GIVOO shall either ship the missing items at no additional cost or issue a credit/refund for the value of the missing items. Discrepancies not reported within the 48-hour window shall be presumed to have been received in full.

All claims under Sections 3, 4, and 5 must be submitted in writing to [email protected] and must include, at minimum:

• (a)Order number and date of delivery.
• (b)Clear, well-lit photographs of the affected item(s) — minimum three images per item (front, back, close-up of defect/issue).
• (c)Photographs of outer packaging and shipping label (for transit damage claims).
• (d)A brief written description of the issue.

You can also raise a claim directly from your dashboard.

Cancellation terms depend on the stage of order processing:

• (a)Before production commencement: You may cancel the order with no cancellation charges, provided written notice is sent to [email protected] before GIVOO confirms production commencement on the dashboard.
• (b)After raw material procurement but before customisation: Cancellation charge of the cost of materials procured plus 20% handling and restocking fee.
• (c)After customisation/branding has commenced or been completed: The full order value is payable. No cancellation, no refund. Customised goods cannot be repurposed or resold.
• (d)Post-despatch: Orders that have been despatched cannot be cancelled. You must accept delivery and may raise claims only under the applicable sections of this Policy.

Where a refund is approved under this Policy:

• (a)Refunds shall be processed within fifteen (15) business days of claim approval.
• (b)Refunds shall be credited to the original payment method used for the order, unless you agree in writing to accept store credit.
• (c)Payment gateway charges, transaction/processing fees, and any applicable convenience fees are non-refundable under all circumstances.
• (d)Shipping and handling charges are non-refundable unless the error is solely attributable to GIVOO.
• (e)Store credits issued under this Policy shall be valid for twelve (12) months from the date of issuance and are non-transferable and non-encashable.

GIVOO's standard estimated delivery timeline is 12–14 working days from the date of final artwork approval and payment confirmation, whichever is later. Timelines may vary based on order complexity, customisation requirements, vendor lead times, and logistics conditions, and shall be confirmed at the time of order confirmation on the dashboard.

Delays beyond the confirmed delivery date attributable solely to GIVOO entitle you to a written update within two (2) business days of the original delivery date. However, delays do not entitle you to cancel a customised order or claim a refund unless the delay exceeds thirty (30) calendar days from the confirmed delivery date — in which case you may request cancellation and a full refund (less any non-recoverable material costs already incurred).

All delivery timelines remain subject to force majeure events, regulatory actions, or circumstances beyond GIVOO's reasonable control.

• (a)Error by GIVOO: If a shipment is undelivered due to an error solely attributable to GIVOO (e.g., incorrect address entered by GIVOO), GIVOO shall reship the items at no additional cost or issue a full credit.
• (b)Error by Client: If delivery fails due to incorrect, incomplete, or outdated address information provided by you, or due to recipient unavailability or refusal, GIVOO bears no liability. Reshipment, if feasible, shall be at your cost.
• (c)Lost in transit: For shipments lost in transit (not marked as delivered or signed for by the carrier), GIVOO shall file a claim with the logistics partner and, subject to claim outcome, either reship the items or issue a proportional credit. Shipments marked as "delivered" or "signed for" by the carrier's tracking system are not considered lost in transit.
• (d)Return to Origin (RTO): If a shipment is returned to origin due to the recipient's non-availability after multiple delivery attempts, you shall bear the cost of re-despatch. Items held in RTO for more than thirty (30) days without instructions shall be disposed of at GIVOO's discretion with no refund or credit.

You are solely responsible for:

• (a)Accuracy and completeness of all customisation details — measurements, colours, Pantone codes, text content, designs, logo files, and product specifications — submitted and approved on the GIVOO dashboard.
• (b)Accuracy of all delivery addresses and recipient contact details.
• (c)Ensuring that artwork, logos, and designs provided do not infringe upon any third-party intellectual property rights.
• (d)Reviewing and approving digital proofs/mockups before granting final approval. Final approval constitutes acceptance of the design as production-ready.

GIVOO shall not be liable for any loss, cost, or claim arising from incorrect, incomplete, or infringing information provided by you.

Due to the nature of physical production and customisation, minor variations are inherent and do not constitute defects. These include but are not limited to:

• (a)Colour variations of up to 10% between digital proofs and final printed/embroidered output, attributable to screen calibration, substrate material, and print/embroidery process limitations.
• (b)Minor variations in texture, weight, or finish across batches.
• (c)Thread colour approximations in embroidery.
• (d)Placement variations of up to 5 mm from the approved proof.
• (e)A defect rate of up to 2% of total order quantity is considered within acceptable manufacturing tolerance. Claims shall be entertained only for defects exceeding this threshold.

GIVOO shall not entertain claims based solely on such variations.

GIVOO's total aggregate liability arising out of or in connection with any order shall not exceed the invoiced value of the specific items giving rise to the claim, excluding taxes, shipping, and transaction fees.

In no event shall GIVOO be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of business, loss of goodwill, loss of opportunity, or reputational harm, arising from or related to any order, delivery, or this Policy.

Any dispute arising from this Policy or any order placed on the platform shall first be attempted to be resolved through good-faith negotiation by contacting [email protected].

If the dispute is not resolved within thirty (30) days, it shall be referred to arbitration in accordance with the Arbitration and Conciliation Act, 1996 (as amended). The seat of arbitration shall be New Delhi, India, and proceedings shall be conducted in English. The courts of New Delhi shall have exclusive jurisdiction over matters not subject to arbitration.

This Policy shall be governed by and construed in accordance with the laws of India.

GIVOO reserves the right to amend, modify, or update this Policy at any time. The updated Policy shall be published on givoo.in and shall take effect immediately upon publication. Continued use of the platform after publication of an amended Policy constitutes acceptance of the revised terms.

You are encouraged to review this Policy periodically. The "Effective Date" and "Version" at the top of this page indicate the most recent revision.