SHIPPING, RETURNS, & REFUND POLICY

OFFICIAL OPERATING PROCEDURE OF SELFIYA FOUNDER: PINKY SHELSHIYA LOCATION: VELLORE, TAMIL NADU

1. THE "WHATSAPP CONFIRMATION" PROTOCOL

Unlike traditional automated e-commerce, SELFIYA operates on a human-verified "Conversational Commerce" model.

• Order Validation: No order is considered processed solely by adding it to a wish list or viewing it on the site. An order is only "Confirmed" once a personal interaction has occurred via our official WhatsApp channel and stock availability is manually verified.

• Payment Verification: Shipping timelines begin only after the successful verification of your UPI or bank transfer payment.

2. DOMESTIC SHIPPING (WITHIN INDIA)

• Processing Time: Orders for natural wellness and apparel are typically processed within 2–3 business days of payment confirmation.

• Transit Times: Standard delivery across India takes approximately 5–7 business days, depending on your location.

• Courier Partners: We utilize reputed third-party logistics providers. Once a tracking ID is generated and shared with you via WhatsApp, the responsibility for transit delays rests with the carrier.

3. INTERNATIONAL "PERSONAL ASSISTANCE" POLICY

PLEASE NOTE: SELFIYA does not operate as a commercial international exporter.

• Nature of Shipment: Any request for products to be sent outside of India is handled strictly as "Personal Assistance / Friend-to-Friend" shipping.

• User Responsibility: The recipient is the "Importer of Record." You are solely responsible for ensuring the product is legal in your country and for paying any customs duties, taxes, or import fees.

• No Commercial Liability: SELFIYA is not liable for packages seized, delayed, or taxed by international customs authorities.

4. CANCELLATION POLICY

• Before Dispatch: You may cancel an order within 12 hours of payment for a full refund, provided the item has not been packed or handed over to the courier.

• Post-Dispatch: Once a tracking number is issued, cancellations are not permitted.

5. RETURNS & REPLACEMENTS

Due to the curated and personal nature of our products (especially beauty and Ayurvedic items), we maintain a strict return policy:

• Eligible Items: Returns or replacements are ONLY accepted if:

  1. The product arrived damaged.

  2. The wrong product was delivered.

• Ineligible Items: We cannot accept returns for "Change of Mind," "Slight Color Variation," or "Personal Preference" once a WhatsApp confirmation was provided. Wellness and beauty products are non-returnable for hygiene reasons.

• Mandatory Unboxing Video: To claim a replacement for damage or a wrong item, you MUST provide a continuous, unedited Unboxing Video starting from the sealed package. Claims without video evidence will be summarily rejected.

6. REFUND PROCESS

• Approved Refunds: If a refund is approved (e.g., out-of-stock item after payment), it will be processed back to your original UPI ID or bank account.

• Timeline: Please allow 5–7 business days for the refund to reflect in your account after approval.

• Liability Cap: As per our Terms of Use, any refund-related claim is strictly limited to the transaction value, not exceeding ₹1,500.

7. NON-DELIVERY & RTO (RETURN TO ORIGIN)

If a shipment is returned to us due to an incorrect address provided by the user or the user being unavailable:

• A re-shipping fee will be charged to the user for the second delivery attempt.

• No refunds will be issued for orders that are returned to us due to user-end delivery failures.

8. DISPUTE RESOLUTION

Any disputes regarding shipping or returns are subject to the exclusive jurisdiction of the courts in Vellore, Tamil Nadu.