This Refund and Cancellation Policy outlines the guidelines and procedures for order cancellations and product returns for customers of godshiva.in. We are committed to providing a transparent and customer-friendly shopping experience. This policy is designed to inform you about your rights and responsibilities regarding orders placed on our website. By clearly stating our policies upfront, we aim to build trust and manage expectations, ultimately leading to greater customer satisfaction and fewer potential disputes. This policy is aligned with the terms and conditions of our print-on-demand partner, Qikink, ensuring consistency in the fulfillment and return processes.
Order Cancellation
Customers have the option to cancel their orders within a specific timeframe before the production process begins. Orders can be canceled as long as the order status on the Qikink dashboard is indicated as “Live”. Once an order transitions to the status of “TO BE PRINTED,” it signifies that production has commenced, and unfortunately, cancellation is no longer possible. The system’s rapid progression to the printing stage after an order is placed indicates an efficient production workflow, which, while beneficial for quick fulfillment, necessitates a clear cut-off time for modifications or cancellations. The ability to cancel orders in statuses such as “On-Hold,” “Live,” and “Live-OOS” suggests that flexibility exists before the order enters the active processing phase, likely representing stages where payment is pending, the order is received but not yet queued for printing, or the item is temporarily out of stock.
To initiate a cancellation request, customers should log into their account on godshiva.in and navigate to their order history. If the order status permits cancellation, an option to do so will be available. Alternatively, customers can reach out to our customer support team via email at sagar@godshiva.in to request a cancellation. Providing multiple avenues for cancellation caters to varying customer preferences and ensures accessibility. Internally, we will monitor the Qikink dashboard to promptly check order statuses and process cancellation requests before they reach the “TO BE PRINTED” stage. Our capacity to fulfill a cancellation request is directly dependent on the order’s status within Qikink’s system. Therefore, timely communication from the customer is crucial.
It is important to reiterate that once an order status is updated to “TO BE PRINTED” or “Manifested,” cancellation is no longer feasible. The “Manifested” status likely indicates that the order has been printed, packaged, and is ready for shipment or already in transit with the courier, making any attempt to halt the process impractical and costly. In such instances where cancellation is not possible, there might be an option to manage the order as a return once it has been printed and potentially returned to Qikink. This possibility will be further addressed in the “Returns and Refunds” section of this policy.
Returns and Refunds
We strive to ensure that all our products reach you in excellent condition. Therefore, returns and refunds are offered for products that are received damaged, defective, or misprinted. This is a standard practice in e-commerce, assuring our customers that they will receive the products they ordered in the expected quality. Qikink, our print-on-demand partner, conducts quality checks; however, damages can occasionally occur during manual handling or in transit by courier services. This indicates a shared aspect of responsibility between the production and delivery phases, necessitating clear guidelines for handling such issues.
To be eligible for a refund or replacement for a damaged, defective, or misprinted item, customers must submit a claim request within 7 days of the delivery date. While some information suggests a 3-day window , we adhere to a 7-day timeframe to allow customers adequate time to inspect their orders thoroughly and report any issues. This limited timeframe encourages prompt inspection by the customer and enables Qikink to address any problems in a timely and efficient manner.
For all claims related to damaged, defective, or misprinted products, it is mandatory to provide an unboxing video and clear photographic evidence of the defect, along with images of the original packaging. The requirement for an unboxing video is particularly important as it helps verify if the damage occurred before or during the customer’s handling of the package, thereby protecting Qikink from potentially fraudulent claims of self-inflicted damage. Additionally, if the package sustains damage while being opened with scissors or other sharp objects, refunds or replacements may not be possible unless an unpacking video and images of the courier cover are provided. We strongly advise our customers to carefully record the unboxing process if they suspect any potential damage to their order upon arrival. This proactive measure will significantly streamline the claims process.
Please note that returns or exchanges for products where the customer has ordered the wrong size or simply wishes to return a non-defective item are handled at the customer’s expense through the placement of a new order. This policy aligns with the nature of print-on-demand services, where each item is custom-made upon order, making it less economically feasible for the seller or platform to absorb the costs associated with returns due to incorrect sizing or change of preference. To minimize the occurrence of such issues, we strongly recommend that customers consult the detailed and accurate size chart available on our website before placing their orders. Providing comprehensive sizing information empowers customers to make informed decisions, thereby reducing the likelihood of needing to order a different size later.
To initiate a return request for a damaged, defective, or misprinted item, customers should contact our customer support team at sagar@godshiva.in with the order details and the necessary evidence, including the unboxing video and photographs. Upon receiving a valid claim, we will then initiate a reverse pickup request on the Qikink dashboard. In this process, we act as an intermediary between you, our valued customer, and Qikink. Familiarity with Qikink’s return initiation process on their platform is essential for us to effectively manage these requests.
In cases of size discrepancies where the received product does not match the ordered size, customers are required to provide clear product images along with measurements of the received item. This evidence will be shared with Qikink’s production team for verification. Qikink has a process in place to verify whether the delivered product aligns with the specifications of the original order, indicating their responsibility for errors occurring during the production phase.
For orders that are lost in transit, Qikink will issue a refund once the shipping carrier marks the item’s status as “lost”. Furthermore, if an order shipped via air is not attempted for delivery within 15 days, or if a surface-shipped order is not attempted within 20 days, we can either arrange for the product to be reproduced and reshipped to your customer or issue a refund for the order. This demonstrates Qikink’s commitment to addressing issues arising from shipping, thereby protecting both our business and our customers from financial loss due to non-delivery. The differing timelines for air and surface shipping acknowledge the inherent variations in transit times and the potential for delays associated with each method.
Return to Origin (RTO) Scenarios
Occasionally, an order might be marked as “Return to Origin” (RTO) by the courier company if they are unable to deliver it to the customer. Common reasons for RTO include an unserviceable pin code, an incorrect shipping address provided by the customer, the customer not being available to receive the order, or other delivery-related issues. In such instances, the undeliverable order is returned to Qikink’s default address. While Qikink offers free RTO shipping charges for these undelivered orders , it is important to note that Qikink is not responsible for refunds if the RTO occurs due to circumstances beyond their control, such as an unserviceable pin code after the order was placed or issues related to the customer’s provided information or availability. This implies that in such scenarios, the customer might not receive a refund for the original order, or they might need to bear the cost of reshipping the item.
Returned RTO orders are stored in Qikink’s warehouse for a period of 100 days from the date they are marked as returned. During this 100-day window, we have the option to arrange for the order to be reshipped, either to the original address (if the issue has been resolved) or to a completely new address. This provides an opportunity to salvage the sale even after an initial delivery failure. To minimize the likelihood of RTO occurrences, we strongly advise customers to carefully review and double-check their shipping address and contact information during the checkout process. Inaccurate or incomplete information is a primary cause of delivery failures and subsequent returns.
Exchanges
Exchanges might be offered under specific circumstances, primarily when the received order is damaged, misprinted, broken, or if there is a discrepancy in the size. Offering the possibility of an exchange for defective or incorrectly fulfilled items is a part of our commitment to good customer service. However, it is important to understand the limitations associated with exchanges. If an exchange is approved, it will typically be for the same product, meaning the same SKU, including any variations like color or size, if the original issue was a defect or a size discrepancy attributable to an error on our part. Exchanges are generally not offered if the customer ordered the wrong size themselves or if there is no inherent defect in the product. This policy is in place to streamline the exchange process for Qikink and to prevent misuse of the exchange option for customers who simply wish to order a different product than the one they initially received.
Important Considerations for Returns and Refunds
To ensure a smooth return and refund process, we urge our customers to unbox their packages with utmost care. Damage caused to the product while opening the package with scissors or sharp objects might invalidate a refund or replacement claim unless an unboxing video and images of the courier cover are provided as evidence. This measure is in place to protect both Qikink and ourselves from claims of damage resulting from the customer’s handling.
Upon receiving your order, please take a moment to inspect the package for any external damage. If you notice any damage to the packaging, it is crucial to make a note of this in the courier’s delivery remarks before signing for the package. This notation serves as official documentation of the damage upon arrival and is essential for initiating any potential claims with the shipping carrier if the product inside is also damaged.
Please be aware that due to the nature of the direct-to-garment (DTG) printing process used for our print-on-demand products, there might be minor variations in color between the digital design displayed on your screen and the final printed product. These slight differences are inherent in the digital printing process and are generally not considered defects. If precise color matching is critical for your order, we recommend ordering test swatches before finalizing your design to get a more accurate representation of the printed colors.
For apparel products, it is important to understand that a standard measurement tolerance of approximately ±0.5 inches is common in the garment industry and is not considered a valid reason for returns or refunds. This tolerance accounts for minor variations that can occur during the manufacturing process.
Contact Us
For any questions, clarifications, or concerns regarding this Refund and Cancellation Policy or specific orders, please do not hesitate to contact our customer support team via email at sagar@godshiva.in. We are here to assist you and ensure a positive shopping experience.
Conclusion
This Refund and Cancellation Policy is designed to provide clarity and transparency regarding the procedures for order cancellations, product returns, and refunds on godshiva.in. By understanding these guidelines, our customers can have a more informed and confident shopping experience. We are committed to addressing any issues promptly and fairly, in accordance with the terms outlined above and in alignment with the policies of our print-on-demand partner, Qikink. We encourage our customers to review this policy carefully before placing an order.