Cancellation / Refund Process

Cancellation / Refund Process

Buy Back / Exchange / Refund Policy

At M/s Vivaamart Enterprises India Private Limited, hereinafter referred as (“Vivaamart”), it's our passion to ensure our highest quality of our products and ensure satisfaction to you. However, at times even the best of our efforts doesn’t meet your desired expectations. If for any reason you are not completely satisfied with the product, you may return it within 30 days from the date of invoice of the product which should be notified within one week from purchase by either calling us at ________ or email :- customercare@vivaamart.com

The refund policy is applicable only for products in saleable condition, and partially used products (not exceeding 30%) only if accompanied with an invoice. If at all a product is observed to have been intentionally damaged or misused the returns warranty stands void. It is obligatory upon our Distributors and Customers to exercise the Product Return & Refund Policy in fairness.

Refund/Returns Policy: 

1. If the product is in marketable* condition and is returned within 30 days of invoice date accompanied by the original invoice 5% of the amount will be deducted towards handling charges and rest of the amount as refund will be given.
2. If the product is in Unmarketable** condition and is returned within 30 days of invoice date refund value will be assessed by Returns Officer and appropriate value will be given.

*Marketable refers to products that are unopened and sealed. 

**Unmarketable are products, which have been opened and seal broken.

Exchange

If you need to exchange Vivaamart products you may need to have the original invoice. Thereafter, the Customer/Distributor shall can exchange the products from the Vivaamart within 30 days from the date of invoice and must submit the following at the time of exchange and help us in our services:

• Product Return Form
• Copy of Invoice
• Products in original packing and marketable condition
• New product should be of equal or higher value in price

Refunds

Once we have received your product for return we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund after inspecting the item. In the event the return of a product is duly accepted by Vivaamart, the value of such product, will be calculated as per point no. 1 & 2 of Refund / Return Policy and will be refunded to Customer/Distributor either to the bank account provided by the Customer/Distributor for such refund, or to the payment instrument of the Distributor from which payment was made. Vivaamart shall have the sole discretion to determine the mode of reversal from the above options. No cash refunds under any circumstances will be made.

Shipping Cost

You will be responsible for paying your own shipping cost for returning your items. Shipping costs are non-refundable. In some exceptional cases, if the cost of the shipping is paid by the Vivaamart the shipping cost of the return product will be deducted from the refund amount.

Cancellation of transaction / orders

• Cancellation by Vivaamart:There may be certain orders that Vivaamart is unable to accept and has the right to cancel such order. Vivaamart reserves the right, at its sole discretion, to refuse or cancel any order for any reason whatsoever. Some situations that may result in Customer/Distributor’s order being cancelled include, without limitation, non-availability of the product or quantities ordered. Vivaamart may also require additional verifications or information before processing any order. If Customer/Distributor's order is cancelled, after the payment has been processed, the said amount will be reversed / remitted to the Customer/Distributor either to the bank account provided for such reversal, or to the payment instrument from which payment was made. Vivaamart shall have the sole discretion to determine the mode of reversal from the above options.
• Cancellation by the Customer/Distributor:In case of request for order cancellation, Vivaamart serves the right to accept or reject requests for order cancellations for any reason whatsoever. As part of usual business practice, if Vivaamart receives a cancellation notice and the order has not been processed, Vivaamart may cancel the order and refund the entire amount to Customer/Distributor within a reasonable period of time. Vivaamart will not be able to cancel orders that have already been processed. Customer/Distributor agrees not to dispute the decision made by Vivaamart and accept Vivaamart decision regarding the cancellation.
• Set-off of any benefits availed by Customer/Distributor:In case Vivaamart Customer/Distributor has availed any benefit under any marketing or promotions provided by Vivaamart in relation to the product for which the order has been cancelled by the Customer/Distributor or by Vivaamart, Vivaamart Customer/Distributor agrees and authorizes Vivaamart to recover such benefits from Customer/Distributor or set-off the same from any refunds to Vivaamart Customer/Distributor.

Reference Notes:

• The Vivaamart Customer/Distributor must return the product(s) to our head office personally or by courier. A specific form of return must be duly filled and signed by the customer and must be sent along with the product to be returned.
• Period of return for products is calculated as the number of days from the Invoice Date, to the date of receipt at Vivaamart
• Condition refers to the condition in which the stock is received back from the Vivaamart Customer/Distributor as a return. The product can be 'marketable' or 'unmarketable' depending on the condition of the returned stock as assessed by the Returns executive at Vivaamart Dispatch and Delivery office.
• The Product Return Policy does not apply to open packs of literature and videos or other sales and marketing aids.
• Total returns cannot exceed the quantity appearing on the Invoice.
• BV points adjustment of Products returned shall be processed in the same Payout. Total BV of the returned products will be deducted from the returning Vivaamart Customer/ Distributor’s account and the sales benefits, incentives or bonuses shall be deducted from all respective beneficiaries and shall reflect in immediate next payout.
• If Vivaamart Customer/Distributor return products directly to Vivaamart, BV points adjustment shall be done from Customer/Distributor’s payout & any excess amount paid shall be recoverable from the Customer/Distributor.
• The Customer/Distributor who has returned a particular product shall not be entitled for return of a repurchase within 30 days of return date of the same product for a period of 30 days from repurchase invoice date.

The return process of a product may be subject to additional terms & conditions depending on the nature and category of the product. Any such additional terms should be specified on the Website: www.vivaamart.co and anyone can contact via email on customercare@vivaamart.com or be intimated by Vivaamart at the time of purchase of the Product.

COOLING OFF POLICY

We named M/s Vivaamart Enterprises India Private Limited Comply with the Consumer Protection (Direct Selling) Rules, 2021 and Consumer Protection Act, 2019 and in accordance with Clause 3(b)  of the said Rules undertake to provide a newly registered Distributor a cooling off period of 30 days effective from the date of signing and execution of the contract agreement by him/her while registering as Distributor with us wherein the said Distributor can cancel the contract agreement without resulting in any breach of contract or levy of penalty.

Note:  This cooling off policy be read as part and parcel of the Contract Agreement entered by a Distributor as the same is not reproduced in the agreement for the sake of brevity.

SHIPPING POLICY

Orders may be placed online on website of M/s Vivaamart Enterprises India Private Limited (Hereinafter referred to as “Vivaamart”) at: www.vivaamart.com or picked up from Vivaamart’s office and/ or from any of the franchisee outlet of M/s Vivaamart Enterprises India Private Limited. Details are given below: 

PICKUP FROM OFFICE OR FRANCHISEE OUTLET:

Pickup orders can be placed at any of the outlet. Payment options for Pickup Orders can be Cash, Demand Draft, Credit Card and Debit Card. 

Pickup hours for all Outlets are: 

• Monday to Friday 10:00 a.m. - 06:00 p.m.
• Saturday 10:00 a.m. - 01:30 p.m.
• Sunday (Closed)

Please refer to website: www.vivaamart.com or for any latest updates and future information.

HOME DELIVERY

Home Delivery orders can be placed for providing easy access & convenience on website: www.vivaamart.com or by placing the order at office/ franchisee office.

Payment:

Payment mode options for these orders can be: 

• Orders placed at Office: Cash, Debit Card or Credit Card, Other Online Payments through Wallets
• Online orders: Credit Card, Debit Card, Net Banking or Account Transfers through RTGS, NEFT or IMPS, Other Online Payments through Wallets

Home Delivery Orders Delivery fees:

Please refer to the website: www.vivaamart.com or for more details on Delivery fees for the orders placed on: www.vivaamart.com . The shipments are in perfect condition when the carrier takes possession of the same. By signing “received” on the delivery note, the recipient(s) acknowledges that the order was received in satisfactory condition. Do not sign in the event of damages or product shortages. Hidden damages discovered after the carrier has left and all other discrepancies must be notified within twenty-four (24) hours of receipt of shipment. Failure to notify Vivaamart for any shipping discrepancy or damage within twenty-four (24) hours of receipt of the shipment will cancel Distributor(s) right to request a correction and shall be considered deemed acceptance of the products.

Orders placed are typically shipped the very next business day. Orders placed on Saturday after 2.30 pm will be shipped on the following Monday. Delivery time will vary according to the location of Customer/Distributor(s). The average time for delivery is between 2 – 7 days. Delivery of products may not happen on Sundays or on major holidays as per the policy of the delivery partner.

Delivery of the Product

• There are various delivery models for delivery of purchased Product to the Customers/Distributors, as decided by Vivaamart. The risk of any damage, loss or deterioration of the Products during the course or delivery or during transit shall be on M/s Vivaamart Enterprises India Private Limited and not on the Customer/Distributors. Vivaamart represents and warrants that the products being delivered are not faulty and are exactly those products which are listed and advertised on the website and purchased by the Customer/Distributors and meet all descriptions and specifications as provided on the Website: vivaamart.com .
• Customer/Distributors shipping address; pin code will be verified with the database of Website before they proceed to pay for their purchase. In the event order is not serviceable by logistic service providers or the delivery address is not located in an area that is covered under the order confirmation form, Customer/ Distributor may provide an alternate shipping address on which the Product can be delivered by the logistics service provider.
• Please note that there is no guaranteed dispatch time and any information about the dispatch should not be relied upon as such. Therefore, time is not the essence of the bi-partite contract between the Customer/Distributor and Vivaamart for purchase and sale of product on or through the Website: vivaamart.com or However, the product shall not be delivered to the Customer/ Distributor unless he / she make the full and final payment for Vivaamart Products.
• Customer/Distributor shall be bound to take delivery of the Products purchased by him / her that are said to be in a deliverable state. Where Customer/Distributor neglects or refuses to accept the delivery of the Products ordered by him / her, the Customer/Distributor may be liable to Vivaamart for such non-acceptance. Vivaamart at its own discretion may call up the Customer/Distributor to evaluate the reason of non-acceptance of the product. The decision of Vivaamart would be final and binding on whether to redeliver or process refund as per the refund policy.
• The title in the products and other rights and interest in the products shall directly pass on to the Customer/Distributor from Vivaamart upon delivery of such Product and upon full payment of price of the Product. Upon delivery, the Customer/Distributor are deemed to have accepted the Products. The risk of loss shall pass on to the Customer/Distributor upon delivery of Product.
• Before accepting delivery of any Product, the Customer/Distributor shall reasonably ensure that the Product's packaging is not damaged or tampered.

Governing Law

• Any dispute(s) between Customer/ Distributors or its nominee(s) and Vivaamart, arising from this Policy, shall be referred to the sole arbitrator (appointed by Vivaamart) and same shall be adjudicated by such Arbitrator as per provisions of Arbitration Conciliation Act, 1996. However, all proceedings shall come within the jurisdiction of District Courts in Pune, Maharashtra. only and such arbitration proceedings shall be held in district courts of Pune, Maharashtra The final decision of the Arbitrator would be binding upon both the parties. Any breach of this covenant by the Customer/Distributor will make him liable for damages and legal costs to the Vivaamart.