This Refund, Return & Cancellation Policy explains the conditions under which orders, customised products, institutional supplies, manufacturing orders, student kits, uniforms, bags, apparel and other products supplied by UNIVOR may be cancelled, returned, replaced, exchanged or refunded.
UNIVOR deals with both standard products and customised/institutional requirements. Therefore, the applicable refund or return process may differ depending upon the nature and stage of the order.
This Policy is subject to applicable Indian law and does not restrict any statutory right or remedy that cannot legally be excluded.
For applicable e-commerce transactions, the Consumer Protection (E-Commerce) Rules, 2020 require appropriate consumer protections, including provisions relating to goods/services that are not as advertised or agreed or where delivery is delayed, subject to the exceptions provided under the Rules.
This Policy applies to products and services supplied through:
UNIVOR broadly processes the following categories of orders:
Products supplied without significant customer-specific modification.
Products manufactured or modified according to Client requirements, including:
Orders placed by schools, preschools, educational institutions, organisations, companies or other eligible Clients involving bulk quantities.
Customised kits containing combinations of uniforms, bags, books, stationery, learning materials or other institutional products.
Cancellation requests must be submitted as soon as possible through the authorised UNIVOR communication channel.
Cancellation may be considered based on the current status of the order.
UNIVOR may determine whether the order is:
Once production, procurement, branding or other operational execution has commenced, cancellation may not be possible for customised or institutional orders.
Where an order has not yet entered procurement, production, branding or other operational execution, UNIVOR may consider a cancellation request.
Any applicable refund shall be processed after deducting charges that have already been incurred, where permitted by applicable law and the applicable commercial terms.
Once customised production or operational execution has commenced, cancellation may generally not be accepted because materials, labour, production capacity, branding and other resources may already have been committed.
Amounts already incurred or committed towards the order may therefore be non-refundable, subject to applicable law.
This may include:
Customised products are manufactured according to Client-specific requirements.
Examples include:
Because these products are specifically produced for the Client, returns or cancellations due to change of mind, preference or requirement may not be accepted after production has commenced, subject to applicable law.
Where a sample, design or mockup has been provided, the Client is responsible for reviewing:
Once approved, the approved reference may be used for bulk production.
Errors arising from specifications or approvals provided by the Client may not qualify for a refund or replacement.
If the Client receives a product materially different from the confirmed order, the Client should notify UNIVOR within 48 hours of delivery.
The Client should provide:
UNIVOR may investigate the matter and, where the issue is verified as attributable to UNIVOR, provide an appropriate remedy.
If a product is visibly damaged at the time of delivery, the Client should:
UNIVOR may coordinate with the logistics partner and investigate the claim.
Where a genuine manufacturing defect attributable to UNIVOR is established, UNIVOR may provide an appropriate remedy depending on the nature of the defect.
The remedy may include:
A manufacturing defect does not include normal manufacturing tolerances or variations described in the Terms & Conditions.
Commercially reasonable variations may occur in:
For bulk production, quantity variation of up to ±5% may apply where specified in the applicable order terms.
Such commercially acceptable variations shall not automatically constitute a defect.
For customised institutional or bulk orders, the Client is responsible for providing and approving the applicable size chart and size breakup.
A return or refund may not be available where the product has been manufactured according to the size/specification approved by the Client.
Where UNIVOR supplies a standard, non-customised product and an incorrect size is supplied by UNIVOR, the matter may be reviewed under the applicable return/exchange conditions.
Minor colour differences may occur due to:
Where a physical sample has been approved, that sample shall generally serve as the applicable production reference.
Minor shade variation alone shall not automatically qualify for a refund.
Where returns are available for a standard product, the product must generally be:
The Client may be required to provide proof of purchase/order details.
Products that have been personalised or materially modified may not qualify for return.
Subject to applicable law, the following may generally be non-returnable once execution has commenced:
Exchange may be considered only where applicable to the specific product/order and where the reason qualifies under this Policy.
Exchange may not be available for:
Student kits may contain multiple products manufactured, procured or assembled specifically according to institutional requirements.
If a kit contains a verified missing, damaged or incorrect component attributable to UNIVOR, UNIVOR may provide an appropriate replacement or other remedy for the affected component.
A Client should not return the complete kit unless specifically instructed by UNIVOR.
If only part of an order is affected by an eligible issue, UNIVOR may provide a remedy only for the affected product/component rather than cancelling the entire order.
This may include:
Any shortage or missing item should be reported within 48 hours of receipt.
UNIVOR may verify:
Where the shortage is verified as attributable to UNIVOR, the missing item may be supplied or another appropriate remedy may be provided.
If an order remains incomplete solely due to reasons directly attributable to UNIVOR, and the Client has:
UNIVOR may provide an appropriate remedy, which may include refund of the amount attributable to the unexecuted portion of the order, subject to the applicable commercial terms and law.
Subject to applicable law, refund may not be available where the issue arises because of:
Delivery timelines are dependent upon:
Where an order is delayed due to Client-side or force-majeure circumstances, the delay may not qualify for cancellation or refund.
For applicable e-commerce transactions, statutory consumer protections relating to delayed delivery shall apply where required by law.
UNIVOR shall not be responsible for delays or non-performance caused by circumstances beyond reasonable operational control, including:
Applicable statutory rights shall remain unaffected.
Where a refund is approved, UNIVOR may require:
Refunds shall generally be processed through the original payment method wherever technically and commercially feasible.
Once a refund has been approved and all required information has been received, UNIVOR shall initiate the refund within a reasonable processing period.
The actual credit time may depend upon:
UNIVOR shall not be responsible for delays occurring solely within the banking/payment system after the refund has been initiated.
Where legally permissible and applicable to the order, the refund may be adjusted for amounts already incurred towards:
Any such deduction should be communicated as part of the applicable refund decision.
Where a return is accepted because of a verified error attributable to UNIVOR, UNIVOR may arrange or bear the applicable return/replacement logistics cost.
Where a return is accepted for another eligible reason, the applicable shipping responsibility shall be determined based on the product/order terms.
If a shipment is returned because the Client:
additional shipping or re-dispatch charges may apply.
For customised institutional orders, refusal of delivery does not automatically cancel the Client’s payment obligations.
If a duplicate order is placed accidentally, the Client should immediately contact UNIVOR.
If the duplicate order has not entered execution, UNIVOR may consider cancellation.
If execution has already commenced, cancellation may be restricted depending on the order status.
If payment fails but the amount has been debited from the Client’s account, the Client should provide the transaction/reference details.
UNIVOR may verify the payment with the relevant payment gateway or financial institution.
If UNIVOR does not receive the amount, the Client may need to coordinate with the payment provider for reversal.
Special offers, discounts, campaigns or promotional products may have separate terms.
Where a promotion specifically states a different return, cancellation or refund condition, that condition shall apply to the relevant promotion to the extent legally permissible.
Bulk orders are generally processed according to approved:
Because institutional orders may involve advance procurement and production planning, cancellation and refund conditions may differ from standard retail products.
For UNIVOR Corporate Wing orders involving:
the applicable quotation, Purchase Order and approved specifications shall determine the commercial terms.
For UNIVOR School Wing orders involving:
the approved school requirements and commercial documents shall govern the order.
A Client cannot automatically demand cancellation or refund merely because they:
This is particularly applicable to customised or production-based orders, subject always to applicable law.
UNIVOR may investigate claims where there is evidence of:
UNIVOR may request supporting evidence before processing a refund, replacement or return.
Depending upon the issue, UNIVOR may request:
Failure to provide reasonably requested information may delay investigation.
UNIVOR may review each claim individually based on:
The decision shall be communicated through the Client’s registered communication channel.
Nothing in this Policy is intended to remove or restrict any consumer right or statutory remedy that cannot legally be excluded.
Where applicable law provides a mandatory refund, replacement, cancellation or other remedy, that legal requirement shall prevail over any inconsistent contractual provision.
The Consumer Protection Act, 2019 is the principal Indian consumer-protection legislation and the Consumer Protection (E-Commerce) Rules, 2020 apply to specified digital/e-commerce transactions.
For any refund, return or cancellation concern, the Client may contact UNIVOR through the official Reach Us page or designated customer-support channel.
Grievance Officer / Designated Contact: [Insert Actual Name]
Designation: [Insert Designation]
Email: [Insert Official Email]
Phone: [Insert Official Number]
Working Hours: [Insert Working Hours]
Address: [Insert Registered Office Address]
Actual company details should be inserted before publication.
Where applicable, e-commerce entities are required to provide mechanisms through which consumers can track complaints using a ticket/reference number.
For support regarding an existing order, select the appropriate category through the Reach Us page.
Recommended query categories include:
Where a return or replacement is eligible:
Step 1: Contact UNIVOR through the Reach Us page.
Step 2: Provide your order/invoice details.
Step 3: Explain the issue clearly.
Step 4: Upload supporting photographs/videos/documents.
Step 5: UNIVOR reviews the request.
Step 6: If approved, UNIVOR communicates the applicable return/replacement instructions.
Step 7: The product is returned or collected where required.
Step 8: After verification, the approved replacement/refund is processed.
Unless otherwise communicated, returned products must be:
UNIVOR may reject a return where the product has been used, altered, washed, damaged or customised beyond the original approved specification, subject to applicable law.
Custom school uniforms are generally produced against institution-specific:
Once production begins, cancellation or return may generally not be available merely because the institution changes its requirements.
Verified manufacturing defects or material discrepancies attributable to UNIVOR shall be handled separately.
Custom school bags and institutional bags may include:
Once customised production begins, cancellation or return may generally not be available for change of mind or Client-side specification changes.
Verified manufacturing issues shall be reviewed under this Policy.
Student kits may contain multiple products sourced, manufactured and assembled according to institutional requirements.
Where a specific component is missing, damaged or incorrectly supplied, UNIVOR may replace or otherwise resolve the affected component after verification.
Standard products that have not been customised may be eligible for return or exchange where expressly permitted by the applicable product/order terms.
The applicable product-specific return window and conditions, if any, shall be displayed or communicated at the time of purchase.
If there is a conflict between:
the higher-priority provision shall apply to the extent legally required.
UNIVOR may update this Policy from time to time due to:
The updated Policy shall be published on this page with the applicable effective date.
By placing an order, submitting a payment, approving a quotation, approving a sample/design, submitting an online form or otherwise engaging in a commercial transaction with UNIVOR, the Client confirms that they have read and understood this Refund, Return & Cancellation Policy.
The Client acknowledges that:
1. Customised and institution-specific products may have different cancellation and return conditions.
2. Approved specifications, samples, designs, quantities and sizes are the Client’s responsibility.
3. Production-stage cancellations may be restricted.
4. Eligible claims should be reported promptly after delivery.
5. Supporting photographs, videos and order information may be required.
6. Verified manufacturing defects attributable to UNIVOR will be reviewed for an appropriate remedy.
7. Refunds, where applicable, shall be processed according to the applicable order terms and law.
8. This Policy does not remove any mandatory statutory consumer right.
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