Returns and Refund Policy

This Returns and Refund Policy ("Policy") sets out the terms and conditions governing returns, replacements and refunds for products purchased from the online store operated as "Alaya" and hosted on the Shopify platform ("Store"), owned and operated by JSS Worldwide Trade Private Limited ("Company", "we", "us" or "our"). This Policy shall be read together with our Terms and Conditions and Shipping and Delivery Policy. By placing an order on the Store, the User agrees to be bound by this Policy.

1. No Returns for Non-Defective Products

1.1 We do not accept returns or exchanges for products that are delivered in good condition and are free from damage or defects. Once a product is delivered in good condition, the sale shall be considered final.

1.2 Specifically, returns shall not be accepted for reasons including but not limited to change of mind, dislike of colour, variation in texture or appearance, minor differences from photographs, incorrect selection of product, size or quantity by the User, or any other reason that does not relate to damage or defect at the time of delivery.

2. Eligibility for Replacement or Refund (Damaged or Defective Products Only)

2.1 Replacement or refund will be considered only in cases where the product received by the User is physically damaged, materially defective, or incorrect (i.e., product received is different from what was ordered), at the time of delivery.

2.2 To be eligible for replacement or refund under this Policy:
(a) the damage, defect or discrepancy must exist at the time of delivery;
(b) the User must notify us in accordance with Section 3 below within the stipulated time; and
(c) the product must otherwise meet the conditions set out in this Policy.

3. Mandatory Notification within 24 Hours of Delivery

3.1 The User must notify us in writing of any damage, defect or discrepancy in the product within twenty-four (24) hours of the recorded time of delivery as per the courier or logistics partner's records.

3.2 The User shall send such notification to the contact details specified in Section 7 below, clearly stating the order number, product details, and the nature of the damage or defect.

3.3 The User must also provide clear photographic and/or video evidence of:
(a) the outer packaging; and
(b) the product and the claimed damage or defect.

3.4 Failure to notify us within the above-mentioned 24-hour period, or failure to provide adequate supporting evidence, may result in the claim for replacement or refund being rejected.

4. Review and Approval of Claims

4.1 Upon receipt of the User's notification and supporting evidence, we will review the claim and may, at our discretion, request additional information or clarification.

4.2 We reserve the right to determine, in our reasonable judgement, whether the product is materially damaged, defective, or incorrect in accordance with this Policy.

4.3 If the claim is approved, we will offer either (a) replacement of the affected product, subject to availability, or (b) refund in accordance with Section 6 below where replacement is not feasible.

4.4 If the claim is rejected, we will notify the User along with a brief statement of reasons to the extent practicable. In such cases, no replacement or refund shall be provided.

5. Return Pick-Up of Damaged or Defective Products

5.1 In approved cases, we may arrange for a return pick-up of the damaged, defective or incorrect product through our courier or logistics partners, or request the User to ship the product back to us through a specified method.

5.2 The User shall ensure that the product is securely packed, along with all original packaging, tags, labels, accessories, freebies and documentation, to prevent further damage in transit.

5.3 In cases where the claim is approved, reasonable return shipping charges shall be borne by the Company. If, upon inspection, the claim is found to be invalid or inconsistent with the evidence provided, the Company may decline the replacement or refund and may require the User to bear the cost of return shipping or re-delivery.

6. Refunds

6.1 Where a refund is approved in lieu of replacement, refunds will ordinarily be processed to the original method of payment used by the User at the time of purchase, or to such other method as may be communicated by us, subject to the processes of the relevant payment gateway and bank.

6.2 We will initiate the refund within a reasonable period after approval of the claim and, where applicable, receipt and inspection of the returned product. The actual credit of the refund amount to the User's account may take additional time depending on the User's bank or payment provider, which is beyond our control.

6.3 Any shipping or handling charges originally paid by the User may be non-refundable, except where required by applicable law or expressly stated otherwise by us.

7. Contact for Return and Refund Requests

7.1 All notifications of damage or defect, and all requests relating to replacements and refunds under this Policy, must be submitted to:

Alaya c/o JSS Worldwide Trade Private Limited
Email: gurvinoberoi@jssworldwidetrade.com
Registered Office: SCO 2449, Level 2, Sector 22C, Chandigarh 160022, India

7.2 When contacting us, the User should include the order number, full name, contact details and a clear description of the issue, along with supporting photographs and/or videos.

8. General Provisions

8.1 This Policy is limited to the specific circumstances set out herein and does not create any broader right of return or cancellation than those expressly stated.

8.2 Nothing in this Policy shall restrict or limit any statutory rights of the User under applicable consumer protection laws in India, to the extent such rights cannot be excluded or limited by contract.

8.3 We reserve the right to amend or update this Policy at any time. The updated Policy will be posted on the Store with an updated effective date, and shall apply to orders placed after such date.