ORDER MANAGEMENT

How do I cancel my order?

Orders can be cancelled before dispatch. Contact our support team as soon as possible with your order ID.

How can I get a GST bill for my order?

GST invoices are available for all purchases. Request it during checkout or contact support with your order ID and company GST details.

How can I download the invoice for my order?

Invoices are emailed after order confirmation. If you need a copy, login to your account or contact support.

How can I track my order?

Once dispatched, you will receive an SMS/email with a tracking link from the courier partner.

What should I do if I haven't received my order delivery call?

Delivery attempts depend on the courier. If tracking shows ‘Out for Delivery’ but no call received, wait till end of day or contact the courier directly.

What happens if my order delivery fails multiple times?

If delivery fails repeatedly, the package may return to us. Contact support to reschedule or update your address.

What should I do if I receive an 'incomplete address' notiflcation?

Provide the missing details (house number, landmark, etc.) to customer support immediately so delivery can resume.

What do I do if my order is stuck at a hub or delayed?

Courier hubs sometimes hold shipments due to routing or pincode issues. If delayed beyond expected time, contact support with your order ID.

What should I do if my refund is taking too long?

Refunds generally take 5–7 business days after approval. If delayed, contact support with transaction details.

RETURNS

Do you offer returns?

Yes, we offer returns within the return window for unused items.

What is the return timeframe?

Typically 5 days from date of delivery (brand can adjust as needed)

Are there any conditions for returns

Items must be unused, in original packaging, and include all tags/accessories

Can I return items purchased from other platforms

Yes, but follow the return process of the marketplace (Amazon / Flipkart). We cannot directly
process third-party platform returns

How can I cancel a return request?

Contact support before pickup is scheduled

Why is my order not appearing correctly on your systemWhat happens if my order delivery fails multiple times?

This can occur due to marketplace purchases or syncing delays. Share order proof with
support for resolution

Are certain items non-returnable ?

Used cushions, damaged products due to misuse, or hygiene-sensitive items may be non
returnable. Refer to the return policy page

Why was I only refunded for one item when two were returned?

Refunds may be processed item-wise after quality checks. The second item refund will follow
once completed

EXCHANGES

Do you offer exchanges?

Yes, exchanges are allowed within the exchange window for unused products

What is the timeframe for exchanges?

Typically 5 days from delivery (adjust as per policy).

Are there any conditions for exchanges?

Product must be unused, in original packaging, and without damage.

Can I exchange items purchased from other platforms?

Marketplace orders must follow marketplace policies. Contact their support directly.
process third-party platform returns

What should I do if the color or variant received is different?

Share unboxing photos/video with support. We will arrange a quick replacement if the
mistake is verified

REFUND PROCESSING

How long does it take to process a refund?

Once the return is received and approved, refunds take 10 business days depending on
bank/payment mode.

How do I track my refund?

You will receive email/SMS updates. For details, contact support with your order ID.

What are the refund options?

Refund to original payment method, store credit, or exchange—depending on eligibility.

How do I expedite my refund process?

Ensure the product is packed properly for pickup and shares correct banking details if
requested

Why is the refund processed under a different business entity name?

In some cases, payments may reflect under parent or associated logistics/billing companies.
This is normal and documentedmistake is verified

If I paid through Cash on Delivery (COD), how will I receive my refund?

For orders placed using Cash on Delivery, refunds are issued via NEFT/IMPS to your bank
account. You will be required to share your bank details (Account Holder Name, Account
Number, IFSC, and Bank Name) with our support team to complete the refund

DELIVERY ISSUES

What should I do if my product arrives damaged?

Record unboxing video/photos and contact support within 24 hours for replacement
assistance.

What should I do if there’s a delivery discrepancy?

Share delivery slip and package photos with support to verify and resolve.

What should I do if my order is not delivered due to an incomplete address?

Provide updated address details to support immediately to avoid return-to-origin.

Can I update my delivery address after placing an order?

Yes, but only before dispatch. Contact support quickly.

Can I change the billing address after placing an order?

Billing address cannot be changed once invoice is issued, due to GST compliance.
This is normal and documentedmistake is verified

Can my order be customized to fit specific requirements?

At present, customization is not supported for individual orders. Bulk customization may be
available for B2B inquiries

GENERAL TERMS & CONDITIONS

What are the conditions for return and exchange eligibility?

Unused condition, intact packaging, no stains or damage, and within return window.

Are refunds available for marketplace purchases?

Yes, but processed only through the marketplace platform (Amazon/Flipkart).

Are store credits refundable?

No. Store credits are non-refundable and can be used for future purchases.

CONTACT US

How can I contact customer support?

Use the contact form on our website or email/WhatsApp (details on Contact page).

When is customer support available?

Support hours are listed on our Contact page. Usually business hours on weekdays.

OTHER FAQS

What happens if my pincode is not serviceable for reverse pick-up?

We may request you to self-ship the product. Reimbursement policies apply as per our
guidelines.

Can I combine returns/exchanges for multiple items?

Yes, if the items are from the same order and within the return window.

Can I change my refund method after initiating a return?

Refund modes cannot be changed once processing has started.

What if the product does not suit my needs or is uncomfortable?

Comfort is subjective. If within return window and unused, you may request a return as per
policy

Can Softiva cushions help with back or neck discomfort?

They provide ergonomic support and posture alignment. For medical conditions, consult a
healthcare professionalpolicy

How do I learn more about specific cushion uses?

Product pages include detailed use-cases, specifications, and benefits.