Returns & Cancellation Policy

100% Genuine, Sealed Products

Every TVAH order is dispatched 100% genuine and factory-sealed. Because our products are skincare meant for personal use, we are unable to offer money-back refunds once an order has shipped. Please choose your products carefully before placing an order — and reach out to us on WhatsApp or email if you'd like help picking the right ritual for your skin.

Damaged, Defective, or Wrong Product

If your order arrives damaged, defective, or incorrect, we'll make it right with a free replacement:

1. Contact us at customercare@tvah.in or call +91 9049383383 within 7 days of delivery, with a photo of the item and packaging
2. Our team will confirm your request within 48 hours and arrange a pickup where needed
3. We'll dispatch a free replacement of the same product once the issue is verified

A Few Conditions

To keep this fair and hygienic for everyone:

• Replacement requests must be raised within 7 days of delivery
• Please keep the original packaging where you can — it helps us process pickups
• Free samples and promotional items aren't eligible for replacement
• Products damaged through misuse or improper storage aren't covered

Cancellation Policy

You may cancel your order any time before it is shipped:

• Contact us immediately at customercare@tvah.in with your order number
• If you paid online, cancellations before shipment are refunded in full to your original payment method
• Once an order has shipped, it can no longer be cancelled — but the replacement cover above still applies if anything arrives damaged or incorrect

First-time customers

Tvah First Ritual Assurance

Beginning a new skincare ritual is personal. It asks for trust — in the formulation, in how it will feel on your skin, and in the brand you choose to bring into your daily care. We want your first experience with Tvah to feel considered, supported, and safe.

That is why we offer the Tvah First Ritual Assurance — a one-time confidence promise for first-time customers purchasing directly from tvah.in. Before you begin using your product, you're welcome to reach out with any questions around product suitability, application, layering, or how to include Tvah in your existing routine. Where needed, we'd be happy to arrange a call with our founder for deeper insight into the formulation, the ritual, and the intention behind the product.

For immediate support, contact us and we'll get back to you within 24 working hours — Phone / WhatsApp: +91 90493 83383, Email: orders@tvah.in.

What the Assurance covers

If your product experience does not feel right for your skin, you may write to us within 7 days of delivery. Our team will review your concern carefully and guide you towards the most appropriate resolution. Depending on the concern, this may include:

• Product usage guidance
• Routine support
• Exchange
• Store credit
• Replacement
• Refund, where appropriate

A refund is not the first step. It is considered only when the concern genuinely merits it after review.

Who is this for?

The First Ritual Assurance is available for:

• First-time Tvah customers
• Orders placed directly on tvah.in
• Concerns raised within 7 days of delivery
• One-time use per customer, household, phone number, address, and payment method

This assurance is designed to support your first Tvah experience with care, while protecting the integrity of every product we send out.

When to reach out

You may contact us if:

• Your product does not feel right for your skin
• You experience discomfort, sensitivity, or an unexpected skin response
• You are unsure about how to use or layer the product
• The texture, feel, or routine fit is not what you expected
• You have questions before beginning use
• Your order arrives damaged, leaked, incorrect, missing, expired, or tampered with

For damaged, leaked, incorrect, missing, or tampered orders, please contact us within 48 hours of delivery with clear images of the product and outer packaging.

How we support you

Every concern is reviewed thoughtfully.

1. Reach out to us — share your order ID and concern via WhatsApp on +91 90493 83383, or email orders@tvah.in
2. We understand the concern — for skin-related concerns, we may ask a few simple questions about how the product was used, how often it was applied, and what else was part of your routine
3. We guide first — many skincare concerns can be resolved through small adjustments in quantity, frequency, layering, timing, or routine compatibility
4. We resolve fairly — if guidance is not enough, we may offer an exchange, store credit, replacement, or refund depending on the case

What is not covered

To keep this assurance fair, responsible, and hygiene-conscious, it does not apply to:

• Repeat purchases
• Requests raised after 7 days of delivery
• Empty or mostly used products
• Bulk orders
• Products bought from marketplaces or unauthorised sellers
• Free gifts, samples, PR products, or influencer seeding
• Products damaged due to misuse, overuse, incorrect storage, or use against directions
• Repeated claims from the same customer, household, phone number, address, or payment method

A note on skin responses

Skincare is deeply personal. A product may feel different depending on your skin type, climate, current routine, active ingredients, treatments, skin condition, or how it is layered.

If something does not feel right, we recommend that you pause use and write to us — we'll help you understand the concern and guide you with care. For severe discomfort, swelling, painful rash, or any medical concern, please stop using the product and consult a dermatologist.

Our promise

Tvah First Ritual Assurance is not a blanket refund policy. It is a thoughtful support system for your first experience with Tvah — it allows us to stand behind our formulations while staying responsible, fair, and hygiene-conscious.

Your first experience matters. If you need guidance before beginning or support after using the product, we're here to help.

Need Help?

For any questions regarding replacements or cancellations, please contact us: