Refund & Cancellation Policy

This policy explains how cancellations, returns, and refunds work at Festivelly. It is for general information only and does not constitute legal advice.

Effective Merchant:

Festivelly (festivelly.com) is a brand operated by Super Trading Company (GSTIN: 06ANVPK9325N1Z4). All orders, refunds, cancellations, and support are processed by Super Trading Company.

1. Overview

We want you to have a smooth experience with Festivelly. Because many of our products are décor items that are time-sensitive and sometimes fragile, our refund and cancellation rules are designed to balance flexibility with practical limitations.

2. Order Cancellations

• Before packing/dispatch: If you wish to cancel your order, please contact us on WhatsApp as soon as possible. If the order has not yet been packed or dispatched, we will try to cancel it and issue a refund where applicable.
• After packing/dispatch: Once an order has been packed or handed over to the courier, it usually cannot be cancelled. In such cases, our returns policy (if applicable) will apply instead of cancellation.

3. Returns & Refunds

Because décor items can be easily damaged in transit or through repeated handling, returns are limited to specific situations:

• Damaged or defective items: If an item reaches you in a clearly damaged or defective condition, please inform us within 48 hours of delivery, along with clear photos and videos of the product and outer packaging.
• Wrong item received: If you receive an incorrect product compared to your confirmed order, please notify us within 48 hours of delivery with photos.
• Missing items: If something is missing from your parcel, contact us within 48 hours so we can verify with the packing team and courier.

4. Non-Returnable Items

In general, we do not accept returns or provide refunds in the following cases:

• Change of mind or personal dislike of colour/size once the correct product has been delivered as ordered.
• Products that have been used, altered, or damaged after delivery.
• Customised, made-to-order, or specially sourced items requested by you.
• Items sold under clearance or “final sale” where it is mentioned that returns are not allowed.

5. Refund Method & Timeline

• Approved refunds will generally be processed via the original payment method, unless mutually agreed otherwise.
• Once we approve a refund, we aim to initiate it within a reasonable time. Actual credit to your account may take additional time depending on your bank or payment provider.
• Any shipping charges, COD fees, or payment gateway charges may be non-refundable unless the issue is clearly due to our error.

6. How to Raise a Refund/Return Request

To help us resolve issues quickly, please follow these steps:

• Contact us via WhatsApp (or the contact details on our Contact page) within the timelines mentioned above.
• Share your order details (name, phone number, invoice number or order reference).
• Send clear photos and/or videos of the product, any damage or defect, and the outer packaging with the courier label visible.
• Wait for our team to review and confirm the next steps (replacement, partial refund, full refund, etc.).

7. Order Not Delivered / Lost in Transit

• If your order is significantly delayed or appears lost in transit, please contact us so we can coordinate with the courier.
• If the courier confirms loss and the order cannot be delivered, we will either resend the products (if available) or issue a refund.

8. Courier Returns (RTO)

If an order is returned to us by the courier (for example, due to incorrect address, repeated unsuccessful delivery attempts, or refusal to accept), we will review the situation and inform you of any possible refunds after deducting two-way shipping and related charges.

9. Policy Updates

We may modify this Refund & Cancellation Policy from time to time. The updated policy will be posted on this page and will apply to orders placed after the date of update.

10. Contact Us

For any questions about cancellations, returns, or refunds, please reach out using the details on our Contact page, or message us on WhatsApp with your order details.All refunds, cancellations, and return processes are handled by Super Trading Company as the merchant of record for Festivelly (festivelly.com).