Return & Refund Policy
Transparent, strict guidelines on safety, hygiene, and transit damage claims to preserve laboratory-grade quality.
No Change of Mind Returns
Due to the clinical nature and strict hygiene and health safety protocols of personal haircare products, **Scalvea does not accept returns or refunds simply because a customer changed their mind.** Once a product leaves our fulfillment center, its integrity cannot be guaranteed for re-sale. Please choose your products carefully.
Eligible for Claim
Claims can only be filed if products arrive in the following conditions:
- ✔Incorrect product or variant delivered.
- ✔Product damaged physically during transit.
- ✔Manufacturing defects in pump, spray, or bottle.
- ✔Shipping box arrived completely opened/unsealed.
- ✔Product leakage or bottle seal failure during transit.
Ineligible for Claim
Claims will be immediately rejected for the following reasons:
- ✘Used, tested, or partially consumed products.
- ✘Opened products (seal broken or cap removed).
- ✘Change of mind or personal preference.
- ✘Allergic reactions (unless required by consumer law).
- ✘Incorrect product ordering selected by the customer.
The Refund & Replacement Process
To submit a claim, please follow these steps:
- Contact Support: Email `info@scalvea.com` within **48 hours** of package delivery. Include your Order Number in the subject line.
- Provide Evidence: Attach clear photos of the damaged items and the shipping box. *An unboxing video is highly recommended* to ensure smooth and fast processing.
- Evaluation: Our quality assurance team will inspect the case details within 2 business days.
- Reverse Pickup: If eligible, we will arrange a reverse pickup at our cost, or request you to return the item (which will be reimbursed).
Refund Timelines
Refunds are processed back to the original payment source once the returned package is received and inspected at our fulfillment center.
Replacement & Order Cancellation
Replacement Preference: To resolve claims quickly and efficiently, Scalvea will always prioritize shipping a replacement product over processing a monetary refund whenever stock is available.
Order Cancellation: You can request order cancellation only *prior to dispatch*. Once the shipment leaves our fulfillment facility and tracking details are generated, cancellations cannot be processed.
Legal Compliance Statements
This policy is structured to align generally with the Consumer Protection rules in India and the Australian Consumer Law (ACL) regarding guarantees on items fit for purpose. It outlines operational procedures and does not substitute or constitute official legal advice.
Returns Support
Need to file a claim or check return status? Get in touch.