Refund and Cancellation

Cancellation of order by Customer

1. If product not dispatched from warehouse:
   • Intimation forwarded to warehouse to hold the shipment.
   • Order will be cancelled.
   • Orders cancelled will be refunded as per the payment mode selected by customer.
   • Refund will be done within 15 working days
2. If product dispatched from warehouse:
   • Customer will be informed that the refund will be processed after receiving back the goods from the courier company.
   • Warehouse receives the goods and forwards the GRN to call center.
   • Call center will forward the document to accounts for the approval of refund.
   • Refund will be done within 15 working days.

In case of non-delivery or late delivery

1. If product/s not delivered
   • Due to any reason (Stock out, no service area or any other reasons)
   • Order will be canceled.
   • Orders canceled will be refunded as per the payment mode selected by customer.
   • Refund will be done within 15 working days
2. In case of late delivery
   • If product is delivered late to the customer and customer refuses the order.
   • Order will be canceled.
   • Orders canceled will be refunded as per the payment mode selected by customer.
   • Refund will be done within 15 working days

Products delivered to customer

1. Customer didn’t like the product
   • After receiving the product the customer complains that he didn’t like the quality of the product / quality is not upto the mark.
   • Customer is given an option to either get the product replaced or take any other product/s.
   • If customer is not ready and wants refund only.
   • Customer will be asked to either send the product/s on his own to our official address or we take minimum 10 days to pick the product/s from the customer address through courier.
   • Once we receive the product/s along with the GRN number from warehouse, the same is forwarded for refund.
   • Order will be canceled.
   • Orders canceled will be refunded as per the payment mode selected by customer.
   • Refund will be done within 15 working days
2. If customer receives the product/s in damage condition
   • If the customer is ready, the product will be replaced.
   • Forward the request to Courier Company to pick the damaged product from the customer’s address.
   • If the customer is not ready for replacement.
   • Reverse pickup through courier is done.
   • Once we receive the product/s along with the GRN number from warehouse, the same is forwarded for refund.
   • Order will be canceled.
   • Orders canceled will be refunded as per the payment mode selected by customer.
   • Refund will be done within 15 working days
3. Cancellation, on customer’s request, may not be allowed, subject to the specific terms and conditions applicable to the type of product or service purchased.
4. All order/sub orders canceled will be refunded as per the payment mode selected by customer except for COD/Cheque pay mode, where refund shall be processed via Pay order/Demand-draft.
5. For reported defects on products with manufacturer's warranty the customer needs to contact the relevant service center of the manufacturer, respectively. AVA shall not be held responsible for any refund claim in such a case from the customer.
6. AVA reserves the right to cancel any order placed using Credit Card which holds International Billing Address.
7. Octroi charges may be levied on some orders .These charges shall are not refundable and shall be borne by the customer. In the event of cancellation of the order the Octroi charges levied shall not be refunded
8. Any order placed for a product that is listed at an incorrect price may be cancelled. This shall be regardless of whether the order has been confirmed and/or payment levied. In the event the payment has been processed, the same shall be credited to your account and duly notified to you by email.