Last Updated: 15-August-2026
At Nivara Botanicals, we take care to pack and dispatch every order securely. As our products are personal-care products, hygiene and product safety are extremely important to us.
For this reason, we do not offer refunds or accept returns of products once they have been sold or delivered, except where a remedy is required under applicable law.
However, if your product is damaged or broken during transportation, we may provide an exchange subject to the conditions below.
1. Damaged or Broken Products During Transportation
If you receive a product that has been damaged, broken, leaked, or otherwise physically compromised during transportation, please contact our Customer Care team within 24 hours of delivery.
To be eligible for an exchange, you must provide:
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A clear and continuous unboxing video showing the package from the time it is opened
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Clear photographs of the outer package and the damaged product
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Your order number
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A brief description of the issue
The unboxing video is mandatory for transportation-related damage claims and will be used to verify the condition of the package and product at the time of delivery.
Claims submitted without the required proof may not be eligible for an exchange.
2. Exchange Eligibility
An exchange request may be considered when:
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The product was damaged or broken during transportation
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The issue is reported within 24 hours of delivery
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A clear unboxing video is provided
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Supporting photographs and order details are provided
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The claim is verified and approved by Nivara Botanicals
All exchange requests are subject to review and verification by Nivara Botanicals.
3. Products Not Eligible for Return or Exchange
We do not accept returns or exchanges for:
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Products that have been opened or used
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Products damaged after delivery
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Products damaged due to improper handling, storage, or usage
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Products damaged due to neglect
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Products damaged due to incorrect application or use
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Products for which the required unboxing video has not been provided
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Products where the damage was not caused during transportation
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Change-of-mind purchases
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Products ordered incorrectly by the customer
This policy is subject to rights and remedies available to customers under applicable law.
4. No Refund Policy
Nivara Botanicals does not offer refunds for products once goods have been sold or delivered.
Where a product is verified to have been damaged or broken during transportation and the exchange claim is approved, the remedy will be an exchange/replacement of the affected product, subject to availability.
No cash, card, bank, or payment-gateway refund will be provided for an approved transportation-damage claim unless required under applicable law or otherwise determined by Nivara Botanicals.
5. Exchange Process
Once you contact us regarding a damaged product:
Step 1 — Report the Issue
Contact Customer Care within 24 hours of delivery.
Step 2 — Share Proof
Provide the required unboxing video, photographs, order number, and details of the issue.
Step 3 — Verification
Our Customer Care team will review the information and determine whether the claim is eligible.
Step 4 — Approval
If the claim is approved, Nivara Botanicals will arrange the applicable exchange/replacement process.
Step 5 — Replacement
The replacement product will be dispatched subject to product availability and applicable delivery timelines.
All the new exchanged and replaced product will be delivered within 5-7 business days.
6. International Orders
International orders are also eligible for an exchange only where the product is verified to have been damaged or broken during transportation and the customer has provided the required unboxing video and supporting evidence within the specified timeframe.
International customers should report transportation-related damage within 24 hours of delivery.
International exchanges may be subject to shipping, customs, and destination-country requirements.
Nivara Botanicals will determine the appropriate exchange process after reviewing the claim.
7. Quality Concerns
If you believe that a product has a quality-related issue, please contact our Customer Care team as soon as possible with your order number, photographs, product details, and a description of the concern.
Quality-related concerns will be reviewed individually by Nivara Botanicals.
A quality concern does not automatically qualify for a refund, return, or exchange. Any remedy will be determined after review and in accordance with applicable law.
8. Delivery Timelines
Domestic Orders
We deliver across India. Domestic orders are generally delivered within 5–7 business days, subject to the destination and courier service.
International Orders
International orders are generally delivered within 7–10 business days, subject to destination, customs clearance, local courier timelines, and other factors beyond our reasonable control.
Delivery timelines are estimates and may vary.
9. Shipping Damage and Courier Handling
Customers are requested to inspect the package at the time of delivery wherever possible.
If the outer package appears visibly damaged or tampered with, please document the condition clearly in the unboxing video before opening the package.
Nivara Botanicals will review transportation-related claims based on the evidence provided.
10. Exchange Approval
All return or exchange requests are reviewed and approved at the sole discretion of Nivara Botanicals, subject to applicable consumer protection laws.
Submitting a request does not guarantee approval.
11. Customer Care
For questions regarding returns, exchanges, damaged products, or order-related concerns, please contact:
Nivara Botanicals
Parent Company: Padma’s Products
Ongole, Prakasam District, Andhra Pradesh - 523001
Email: care@nivarabotanicals.com
Customer Care Hours: Monday - Friday [ 9:00 AM - 5:00 PM]
Please keep your order number available when contacting us so that we can assist you quickly.
