Exchange Policy

SHIPPING POLICY
We work with several national courier companies to deliver your orders.
Shipping Charges
BTRUST provides free and express shipping on orders worth Rs 399 & above and will attract a shipping charge of Rs 29 on orders below Rs 399.
When can I expect delivery?
We understand the pain of anticipation! Hence, we try to ship majority orders out of our warehouse within 24 hours of order confirmation. However, each location has a different delivery time frame committed by the courier partner. You can check the expected time to deliver an order in the ‘Estimate delivery’ widget present in product pages.
How will my order be shipped?
We use several national courier services to deliver your order to your door steps.
Do you ship internationally?
No, we do not ship BTRUST"s collection internationally as of now.
An item is missing from my shipment.
This is very rare as we ensure multiple checks during our product packing process. Please check if you have been charged for the missing item in the invoice enclosed. If you have been charged, please contact us immediately at & whatsapp us at +91 813 090 9028 or email us care@btrust.co.in You can also post your queries at Feedback/Complaints.
Important Notes
  1. In the unlikely event, we are unable to deliver any item in your order, be assured that you will not be charged for that item in case of Cash on Delivery payment, or the full amount charged for the item will be refunded in case of online payments.
  2. In the unlikely event that we are not able to ship your order completely within 10 working days of the order, we shall cancel the remaining unshipped part of the order, and send you an email informing you about the same. In such cases, your payment against the unshipped part of the order shall be refunded to your bank account, Clovia wallet or via cheque (details of which will be furnished by you separately to us) as per your convenience. If you believe that the packaging is tampered with or damaged, please refuse to take delivery of the package, and call our Customer Care & whatsapp us at +91 813 090 9028or email us at care@btrust.co.in, mentioning your order reference number. We shall make our best efforts to ensure that a replacement delivery is made to you at the earliest.
  3. Some locations in India are served by India-Post. In case a Cash-on-Delivery order is shipped through VPP service of India Post, then India Post might levy an additional charge of 5% of invoice value which will be collected by the local post-office at the time of delivery.
 
RETURN POLICY
Quick Links
1. How do I return the order I have placed?
You can return your order within 15 days of its delivery. Please follow these steps to return order:
  1. Click on ‘Return/Exchange’ link against your order in the Order Historysection in My Account
  2. In case you are a Guest User, fill in your order details in Track OrderFollow steps as given here.
  3. Click on the Return link, indicate the reason for return, choose a mode of refund and confirm request.
  4. Once the return request is placed we will make sure that this is processed on priority.
I do not have an account with BTRUST. How do I return the order I have placed?
You can return your order within 15 days of its delivery. Please follow these steps to cancel order:
  1. If you are a Guest User, fill in your order details in Track Order
  2. Click on the ‘Return/Exchange’ link, indicate the reason for return, choose a mode of refund and confirm request.
  3. If you choose to refund the amount to your Clovia wallet, we ask you to create an account with Clovia. Enter your password and the account is created immediately. You can log in using the email address used to place the order and access wallet amount in Wallet page. Please find the steps to use Clovia wallet here
  4. If you choose to refund the amount back to original mode of payment, the process will be initiated once the items are picked by our courier partnerand this will take 3-7 business days. This option is applicable for all pre-paid orders paid using Debit/ Credit cards, Netbanking and Online Wallets. Please note this is not applicable on Clovia wallet.
  5. You can choose to refund the amount to your Clovia Wallet. The amount will be credited in your Clovia wallet once the items are picked up by our courier partner.
  6. Once the return request is placed and the items are picked by our courier partner, we will make sure that this is processed on priority.
  7. For reasons including hygiene, we do not accept return or exchange of briefs, panties, or shapewear panties, or an opened box of a multi-piece sets that includes panties.
·       3. I’m unable to see the return/exchange link on the product when I’m trying to place a return/exchange request online.
You can return your order within 15 days of its delivery. Please follow these steps to return order:
  1. For reasons including hygiene, we do not accept return or exchange of briefs, panties, or shapewear panties, or an opened box of a multi piece sets that includes panties.
  2. Our return and exchange policy allows for you to return/exchange your order within 15 days of the order’s delivery. Option to place return/exchange request will be disabled in your account after 15 days of the order’s delivery.
·       4. I am unable to place return request.
There are 3 reason due to which return option is not available on website/app:
  1. If your order is not marked delivered. The return request can be taken only after the order status is marked as 'Delivered' by our courier partner. In a few cases, it may take up to 24 hours to mark the order as delivered. In case, it is more than 24 hours since delivery and the return option is still unavailable, please contact us at care@btrust.co.in
  2. You can return your order within 15 days of its delivery. The return option is withdrawn once 15 days period has passed since delivery.
  3. For reasons including hygiene, we do not accept return or exchange of briefs, panties, or shapewear panties, or opened packs of multi-pieces sets that include panties.
·       5. How do I track my return?
We will send a confirmation email and SMS once your return order has been picked up and when it is received at our warehouse. In case of exchange request you are intimated again via SMS and email when new items are dispatched to you. In case of refund an email is sent when the refund is processed from our end. It may take up to 48 hours for it to reflect in your account.
·       6. How to Return the products?
  1. Simply place unworn, unwashed merchandise with all tags attached in the original packing.
  2. Use a bubble sheet wrap to secure and protect the box and products inside. Enclose your invoice inside.
  3. Also, enclose any Clovia Collectible gift items or any other free gift items (such as brastraps/camisoles/ cosmetics/Panties/ additional bras etc) you received with your order under various promotions.
  4. If you choose to not return the returnable gift items as well, then a nominal charge against these items too will be deducted from your refunded amount. The deductible amount per gift item will be mentioned on your invoice.
  5. Please note that returns cannot be processed if any of the items including returned gift itemsare found to be in used or damaged conditions or with tags missing. or if any of the accompanying gift items are missing.
·       7. How does GST vary for orders?
Tax may vary depending on factors like the city where the order would be shipped to and price of products.
·       8. If I return the order will the GST amount charged be refunded?
If any order is returned, the GST amount will be refunded. However, Shipping charges will be non-refundable.
·       9. If I cancel the order will the GST amount charged be refunded?
If any order is cancelled before it is shipped, the GST amount and shipping charges will be refunded.
·       10. What are the items/services that cannot be returned or exchanged?
  1. For reasons including hygiene, we do not accept return of briefs, panties, or shape wear panties, or an opened box of a multi-piece set that includes panties.
  2. Cash cannot be claimed against gift cards and gift wraps.
  3. No item that has been sold as part of a multipack can be returned as an individual item.
  4. Certain sale events or offers will not covered under our standard return/exchange policies. Their terms will be defined and mentioned separately.
  5. Once we receive a returned parcel, we reserve the right to refuse the return of items that show visible signs of having been worn, washed or soiled or are incomplete.
  6. The gift items received by you can not be exchanged.
·       11. Under what conditions can I return/ replace my Clovia Botaniqa product?
  1. Wrong product delivered
  2. Expired product delivered
  3. Damaged product delivered – Physical damage/ tampered product or packaging
·       12. Under what conditions return/ replacement requests will not be accepted for clovia botaniqa products?
  1. Opened/ used/ altered products.
  2. Original packaging (mono cartons, labels, etc.) missing.
  3. The return/ replacement request is generated after 21 days from the date of delivery.
  • You can exchange items in your order within 15 days of its delivery. Please follow these steps to cancel order:
1. How do I exchange items in the order I have placed?
    1. Click on ‘Return/Exchange’ link against your order in the Order History section in My Account
    2. In case you are a Guest User, fill in your order details in Track Order page. Follow steps as given below.
    3. Click on the ‘Exchange for another size’ or ‘Exchange for product in same offer’ link and indicate the product/ size to be exchanged with.
    4. Proceed to the next step and select the shipping address to deliver the exchanged products.
    5. For reasons including hygiene, we do not accept return or exchange of briefs, panties, or shapewear panties, or an opened box of a multi-piece sets that includes panties.
·       2. I’m unable to see the return/exchange link on the product when I’m trying to place a return/exchange request online.
    1. For reasons including hygiene, we do not accept return or exchange of briefs, panties, or shapewear panties, or an opened box of a multi piece sets that includes panties.
    2. Our return and exchange policy allows for you to return/exchange your order within 15 days of the order’s delivery. Option to place return/exchange request will be disabled in your account after 15 days of the order’s delivery.
·       3. I do not have an account with BTRUST. How do I return the order I have placed?
You can return your order within 15 days of its delivery. Please follow these steps to cancel order:
    1. If you are a Guest User, fill in your order details in Track Order page.
    2. Click on the ‘Return/exchange’ link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation.
    3. Click on the ‘Exchange for another size’ or ‘Exchange for product in same offer’ link and indicate the product/ size to be exchanged with.
    4. Proceed to the next step and select the shipping address to deliver the exchanged products.
·       4. Can I exchange the gift received with my Order?
    1. We do not accept exchange of gift items sent with orders.