Refund and Returns Policy

1.  Overview

At Charnova, we are committed to delivering high-quality fashion accessories, wallets, card holders, key holders, money clips, bags, and more, designed for modern elegance. We want every purchase to be a delightful experience. This policy outlines the conditions under which you may return a product, request a refund, or cancel an order placed on charnova.in.

2.  Cancellation Policy

2.1 Cancellation by Customer

You may cancel your order only if it has not yet been dispatched. Here is how it works:

Cancellation Window

Within 24 hours of placing the order

How to Cancel

Email info@charnova.in or use the Cancel Order option in My Account

Refund on Cancellation

Full refund to the original payment method within 5–7 business days

The following conditions apply to cancellations:

• Orders can only be cancelled before they are marked as ‘Shipped’ in our system.
• Once the order has been dispatched, cancellation is not possible. In such cases, please initiate a Return after receiving the product.
• Prepaid orders that are cancelled before shipment will receive a full refund. Cash-on-Delivery (COD) orders that are cancelled will not attract any charges.
• Orders placed during a sale or using a discount code follow the same cancellation rules; however, the discount will not be reapplied to a future order.

2.2 Cancellation by Charnova

Charnova reserves the right to cancel an order under the following circumstances:

• The product ordered is out of stock or discontinued.
• A pricing error occurred due to a technical issue on the website.
• Payment verification failed or fraud indicators were detected.
• The delivery location is outside our serviceable pin codes.

In all cases where Charnova cancels an order, a full refund will be issued to the customer’s original payment method within 5–7 business days, and the customer will be notified via email.

3.  Return Policy

We accept returns within 7 days of the delivery date, subject to the conditions listed below.

3.1 Eligibility for Return

A product is eligible for return ONLY if:

• The return request is raised within 7 days of the delivery date.
• The product is unused, unworn, and unwashed.
• All original tags, labels, and packaging are intact and undamaged.
• The product is returned in the same condition in which it was delivered.
• The return is accompanied by the original invoice or order confirmation email.
• Clear unboxing video / photographic evidence of the defect or damage is provided (mandatory for defective / damaged claims).

3.2 Non-Returnable Items

The following items are NOT eligible for return:

• Products that have been used, worn, washed, or altered in any way.
• Products returned without original tags, packaging, or proof of purchase.
• Items damaged due to misuse, negligence, or normal wear and tear.
• Products purchased during clearance or final sale events (marked ‘No Returns’ at the time of purchase).
• Customised or personalised products (e.g., monogrammed wallets or accessories).
• Products for which a return request is raised after 7 days from the delivery date.

3.3 How to Initiate a Return

Follow these steps to raise a return request:

• Step 1: Email us at info@charnova.in with the subject line: ‘Return Request — Order #[Your Order ID]’.
• Step 2: Include your order ID, the reason for return, and clear photographs or a short video of the product.
• Step 3: Our customer care team will review your request within 2–3 business days and confirm eligibility.
• Step 4: If approved, we will share the return shipping instructions. Do NOT ship the product without approval.
• Step 5: Pack the item securely in its original packaging and ship it to the address provided.
• Step 6: Share the courier tracking details with us via email after dispatch.

Note: Return shipping charges are borne by the customer unless the return is due to a defective or wrong product dispatched by Charnova.

3.4 Return Shipping Guidelines

• Use a reliable courier service with tracking. Chernova is not responsible for returns lost or damaged in transit.
• Clearly mark the parcel as ‘Return Shipment — Chernova’. Include a copy of your invoice inside the parcel.
• COD returns: The reverse pickup will be arranged by Chernova if the return reason is a defective or wrong product.
  
  

4.  Refund Policy

Refunds are processed after the returned product is received and inspected at our facility.

4.1 Refund Eligibility

You are eligible for a refund in the following situations:

• The product received is defective or damaged.
• The wrong product was delivered (different from the order placed).
• The product was lost in transit (confirmed by the courier).
• Your return request has been approved and the returned product has passed quality inspection.
• Your order was cancelled before dispatch.

4.2  Refund Methods & Timelines

Prepaid Orders

Refund to original payment method (UPI / Card / Net Banking / Wallet) within 7–10 business days

COD Orders

Refund via Bank Transfer / UPI within 7–10 business days (bank details required)

Store Credit

Available immediately upon approval, valid for 6 months on charnova.in

Order Cancellations

Refund within 5–7 business days to the original payment method

Important: The actual credit to your account may take an additional 2–5 business days depending on your bank or payment provider. Charnova will not be liable for delays caused by third-party payment processors.

4.3 Partial Refunds

Partial refunds may be issued in the following cases:

• A product is returned with minor packaging damage or missing accessories (original retail value of the accessory will be deducted).
• A product shows signs of use that were not declared at the time of raising the return request.

Our quality inspection team’s findings are final and binding for all refund assessments.

4.4 Non-Refundable Situations

• Return requests raised after the 7-day return window has closed.
• Products returned without Chernova’s approval.
• Products that fail quality inspection (used, damaged by customer, or missing tags).
• Shipping charges (on the original order) are non-refundable unless the return is due to Chernova’s error.
• Customised or personalised product orders.

5.  Exchange Policy

Charnova offers exchanges for size or colour mismatch within 7 days of delivery, subject to availability.

• Exchange requests are accepted within 7 days of the delivery date.
• Products must be in original, unused condition with all tags and packaging intact.
• Exchanges are offered for products of equal value. Exchanges for a higher-value product will require payment of the price difference.
• If the requested replacement is out of stock, a Store Credit equivalent to the product value will be issued.
• Each order is eligible for one exchange only.
• Customised/personalised products are not eligible for exchange.

To initiate an exchange, follow the same process as a return (see Section 3.3) and specify ‘Exchange’ in your subject line and request.

6.  Damaged or Defective Products

If you receive a product that is damaged, defective, or different from what you ordered, please notify us within 48 hours of delivery.

• Email info@charnova.in with your order ID, a description of the issue, and clear photographs and/or an unboxing video within 48 hours of delivery.
• We will assess the claim and respond within 2 business days.
• If the claim is approved, we will arrange a free reverse pickup and either dispatch a replacement product or issue a full refund, at your preference.
• Damage caused by misuse, improper storage, or normal wear and tear will not be covered under this clause.

We strongly recommend recording an unboxing video for every order. This protects your interests in case of any dispute.

7.  Contact Us

For any queries related to this policy, please reach out to our customer care team:

Email

info@charnova.in

Website

charnova.in

Response Time

2–3 business days (Monday to Saturday, 10 AM – 6 PM IST)

Charnova reserves the right to update, modify, or change this policy at any time without prior notice. The revised policy will be effective from the date of publication on charnova.in. Continued use of the website after any such changes constitutes your acceptance of the revised policy.