Refund policy

Cancellation & Refund Policy

Last Updated: 20 January 2026

At Alvora, we aim to provide a transparent and efficient order, delivery and refund experience. This policy explains the circumstances in which an order may be cancelled and how refunds are handled.

By placing an order on our website, customers agree to the terms applicable to the selected payment method and the order circumstances, subject to applicable law.

1. Order Cancellation Before Dispatch

A customer may request cancellation of an order before it has been dispatched.

Cancellation requests should be submitted as soon as possible after placing the order.

A cancellation request is not considered accepted until confirmed by Alvora.

If an order has already entered processing, packing or dispatch, cancellation may no longer be possible.

Where an eligible pre-dispatch cancellation is approved, the refundable amount will be processed using the applicable payment method, subject to any legally permissible deductions.

2. Cancellation After Dispatch

Once an order has been dispatched or handed over to a logistics provider, Alvora may not be able to cancel the shipment immediately.

If the customer nevertheless requests cancellation after dispatch, the shipment may already have generated shipping and logistics costs.

Where the subsequent cancellation, refusal or return is attributable to the customer, Alvora may deduct reasonable shipping, return-to-origin (RTO), handling and other logistics costs actually incurred from any amount otherwise eligible for refund, subject to applicable law.

3. Partial COD — ₹199 Advance

For Partial COD orders, the customer pays ₹199 in advance, with the balance payable upon successful delivery.

The ₹199 advance is collected before dispatch and forms part of the order payment arrangement.

If a Partial COD order is cancelled before dispatch, Alvora may process an eligible refund in accordance with the circumstances of the cancellation and applicable law.

However, if the order has already been dispatched and the customer subsequently:

Refuses delivery;
Fails to accept the shipment;
Remains unavailable despite reasonable delivery attempts;
Provides an incorrect or incomplete address;
Provides an incorrect or unreachable contact number;
Fails to cooperate with delivery;
Requests cancellation after dispatch; or
Otherwise causes the shipment to be returned,

the ₹199 advance may be applied towards the shipping, RTO, handling, processing and other reasonable logistics costs actually incurred by Alvora.

Where the ₹199 advance is required to offset such costs, no separate refund of that amount will be payable, subject to applicable law.

4. Prepaid Orders

Customers selecting the prepaid payment option may receive the promotional benefit displayed at checkout, including ₹100 OFF + FREE SHIPPING, where applicable.

If an eligible prepaid order is cancelled before dispatch, the applicable refundable amount will be processed in accordance with this policy.

If the prepaid order has already been dispatched and the customer subsequently refuses delivery, fails to accept the shipment, provides incorrect/incomplete delivery information, or otherwise causes the shipment to be returned, Alvora may deduct the reasonable shipping, RTO, handling and related logistics costs actually incurred from the amount otherwise refundable.

The remaining eligible amount will then be refunded.

5. COD Orders

For standard COD orders, a ₹149 shipping charge is applicable unless another offer is displayed at checkout.

If a COD order is refused, not accepted, or returned because of circumstances attributable to the customer, the applicable shipping and logistics costs may be non-refundable and/or may be recovered to the extent permitted by applicable law.

6. Refused or Failed Delivery

Refusal of a shipment at the time of delivery is not automatically treated as a free cancellation.

If an order has already been dispatched and the customer refuses or fails to accept it, the shipment may incur costs for both forward transportation and return-to-origin logistics.

Where those costs arise because of circumstances attributable to the customer, Alvora may deduct reasonable applicable costs actually incurred from any otherwise refundable amount.

7. Return-to-Origin (RTO)

An order may be marked RTO when the shipment cannot be delivered and is returned to the seller.

Examples include:

Customer refused delivery;
Customer unavailable after reasonable delivery attempts;
Incorrect or incomplete address;
Incorrect phone number;
Customer did not respond to courier communications;
Customer requested cancellation after dispatch;
Delivery was otherwise unsuccessful due to circumstances attributable to the customer.

An RTO shipment may result in shipping, return, handling and other logistics expenses.

Where the RTO is customer-attributable, such reasonable costs may be deducted from any otherwise eligible refund.

8. Refund for Seller-Attributable Issues

Where a refund is required because of an error attributable to Alvora, the customer will be provided an appropriate remedy in accordance with the circumstances and applicable law.

Examples may include:

Wrong product dispatched;
Product materially different from the product ordered;
Product received damaged where the damage occurred before delivery and is established in accordance with the applicable return process;
Other seller-attributable issues covered by the applicable return/refund terms.

In such circumstances, deductions relating to customer-attributable failed delivery or RTO costs will not be applied where they are not applicable.

9. Damaged, Defective or Incorrect Products

Customers should inspect the product upon receipt and contact Alvora promptly if the product is damaged, defective or materially different from the product ordered.

Where required, customers may be requested to provide photographs, videos, packaging information, order details or other reasonable evidence to assist with verification.

The resolution may include replacement, repair, refund or another appropriate remedy depending on the nature of the issue, product, availability and applicable law.

10. Refund Eligibility

Refund eligibility depends upon:

Reason for cancellation or return;
Whether the order was dispatched;
Whether delivery was completed;
Whether the issue is attributable to the customer, seller or logistics provider;
Applicable promotional terms;
Applicable shipping and logistics costs; and
Applicable law.

Approval of a refund does not automatically mean that the entire amount originally paid will be refundable.

Where permitted, applicable logistics costs arising from a customer-attributable cancellation, refusal, failed delivery or RTO may be deducted before the refund is processed.

11. Refund Processing

Once a refund has been approved, Alvora will initiate the refund through the applicable payment method or process permitted under the circumstances.

The time taken for the refunded amount to appear in the customer's bank account, card, UPI account or other payment method may depend on the payment gateway, bank or financial institution.

Alvora is not responsible for delays occurring solely within the banking or payment-processing system after the refund has been initiated.

12. Promotional Discounts

Where an order was placed using a discount, coupon, promotional offer or special payment-method benefit, the refund calculation may take into account the actual amount paid and the applicable terms of that promotion.

Promotional benefits are not necessarily convertible into cash or transferable to another order.

13. Free Shipping Offers

Where free shipping is provided as part of a promotional offer, free shipping applies to successful order fulfilment subject to the applicable offer terms.

If an order is dispatched and subsequently returned due to a customer-attributable cancellation, refusal or failed delivery, the promotional free-shipping benefit does not prevent Alvora from recovering or deducting reasonable logistics costs actually incurred, to the extent permitted by applicable law.

14. Multiple Cancellation Attempts or Abusive Ordering Behaviour

Alvora reserves the right, subject to applicable law, to review orders where there is a repeated pattern of cancellations, delivery refusals, failed deliveries, suspicious ordering activity or misuse of promotional/payment options.

Where reasonably necessary, Alvora may restrict or decline future COD/Partial COD availability for an account or delivery address.

Any such action will be taken subject to applicable consumer rights and law.

15. Non-Refundable Charges

Where permitted by applicable law, amounts representing actual and reasonable shipping, return-to-origin, handling, processing or other logistics costs incurred due to circumstances attributable to the customer may not be refundable.

This does not affect any statutory refund, replacement, return or other consumer remedy that cannot lawfully be excluded.

16. Exceptions and Consumer Rights

Nothing in this policy is intended to exclude or restrict any statutory right, remedy or protection available to a consumer under applicable Indian law.

Where applicable law requires a refund, replacement, repair or other remedy, such legal requirement will prevail over any inconsistent provision of this policy.

17. Changes to Orders

Customers should contact Alvora as soon as possible if they need to change an address, phone number, product or other order information.

Once an order has been dispatched, changes may not be possible and may result in additional logistics consequences.

18. Contact

For cancellation, refund or return-related assistance, customers should contact Alvora through the contact information provided on the website and include their order number and relevant details.