Refund policy
Returns, Replacements & Refunds Policy
Effective date: 01/06/2026 | Last updated: 01/06/2026
1. Our promise
HYV makes premium insulated drinkware built to last. We stand behind every product. This policy explains the two situations in which you can send something back to us — when something is wrong with your order, and when you simply change your mind — and exactly what happens in each case.
2. If something is wrong with your order (our responsibility — free replacement)
If your product arrives damaged, defective, incorrect, or not as described, we will replace it at no cost to you. There is no fee and no restocking charge in these cases — ever. This covers:
- Item damaged in transit
- Manufacturing defect (e.g. faulty lid seal, insulation failure, leaking)
- Wrong product, colour, or variant delivered
- Missing items from your order
How to report it:
- For visible transit damage, a wrong item, or a missing item, email support@livehyv.com as soon as you notice it — an unboxing video is the fastest way to resolve a transit-damage claim.
- For a defect that appears with normal use, email us with your order number and clear photos or a short video showing the issue.
What we do: once we confirm the issue (usually within 2 working days), we arrange free pickup and send a free replacement. Replacement is our standard remedy. Only where a replacement is genuinely unavailable — the item is out of stock or discontinued — will we offer you a full refund to your original payment method instead. Genuine manufacturing defects that appear later under normal use are treated the same way and replaced free, provided the product has been used normally and not misused.
3. Extraordinary returns & exchanges (at HYV’s discretion — ₹199, paid upfront)
Because our products are personal-use hydration items, HYV does not offer routine returns and there is no standard return window. In extraordinary circumstances, however, we may agree — entirely at our discretion — to accept a return or exchange at your request, provided all of the following are true:
- The item is completely unused, unwashed, and free of any odour or marks
- It is in original packaging with all tags, inserts, and accessories
- It is not a personalised, customised, engraved, or promotional/free item
- You have proof of purchase
Approved extraordinary returns and exchanges — including swapping to a different colour or variant — carry a flat ₹199 processing fee. This fee covers reverse logistics, inspection, and repackaging, is paid by you upfront before we arrange pickup, and is non-refundable once pickup is scheduled. For a return, the product amount is refunded to your original payment method after the item is received and passes inspection; the ₹199 service fee is separate from that refund. For an exchange or swap, we dispatch the replacement item once pickup is arranged.
This is a goodwill option offered case by case, not an entitlement, and is entirely separate from your rights when a product is faulty (Section 2), which are always honoured free of charge.
4. What we cannot accept
- Items showing signs of use, washing, dents, scratches, or odour (unless the fault is ours)
- Products damaged by misuse — e.g. dishwasher or microwave use where the product is not rated for it, drops, or use of non-HYV lids/parts
- Personalised, engraved, or customised products
- Free gifts, promotional items, and gift cards
If we decline a claim, we will tell you why and, on request, share the inspection photos. If a declined item needs to be returned to you, redelivery is at actual courier cost, shown to you first.
5. Refunds (all scenarios)
- Order cancelled by you within 6 hours (before dispatch): full refund to original payment method within 5–7 working days.
- Order cancelled or rejected by HYV (e.g. stock or serviceability issue): full refund within 5–7 working days.
- Failed, duplicate, or over-charged payment: full refund of the excess within 5–7 working days of confirmation.
- Confirmed lost shipment: full refund or free reship after our courier investigation (maximum 7 working days).
- Our-fault item where no replacement is available: full refund to original method.
- Approved extraordinary return: product amount refunded to original payment method after inspection; ₹199 service fee (paid upfront) is separate and non-refundable.
Refund timelines run from our approval; your bank or card network may add 2–7 days to reflect it.
6. Cancellations
You can cancel for a full refund any time within 6 hours of placing your order, provided it has not yet been dispatched. Email support@livehyv.com with your order number. Once dispatched, an order cannot be cancelled; you may instead use this policy after delivery. We may cancel and fully refund any order if an item is out of stock, your address is not serviceable, payment fails verification, we detect fraud, or a product was listed at an obviously incorrect price due to a system error.
7. Marketplace orders
Products bought on Amazon, Flipkart, or any other marketplace are governed by that platform’s returns policy, not this one. Please raise those requests through the platform you ordered from.
8. How to reach us
Email support@livehyv.com or WhatsApp us at +91 9910131881 (10 AM – 6 PM, Mon–Sun). Our Grievance Officer details are in our Terms of Service and Privacy Policy.
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