Returns & Exchange Policy

Platform: lovecovera.com

1. Overview

This Returns & Exchange Policy ("Policy") governs all return and exchange requests made by users ("User", "You") on COVERA's online marketplace platform at lovecovera.com ("Platform"), operated by Agami Apparels Private Limited ("COVERA", "We", "Us").

This Policy is drafted in compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and all applicable laws of India. By purchasing on the Platform, You agree to be bound by the terms of this Policy.

COVERA operates as a marketplace facilitating the sale of products by third-party vendors (each, a "Vendor" or "Brand"). Return and exchange rights described herein apply to products purchased through the Platform, subject to the conditions stated below and the Brand-Specific Policies referenced in Clause 11.

This Policy must be read together with COVERA's Refund Policy and Cancellation Policy, which together form a single framework for returns, exchanges, cancellations, and refunds on the Platform.

2. Definitions

3. Return Eligibility

3.1 Eligible Grounds for Return

Subject to Clause 6 (Non-Returnable Products), Clause 11 (Brand-Specific Policies), and the conditions in Clause 7, a User may request a return only on the following strictly defined grounds:

• Manufacturing Defect: The product has a verifiable defect attributable to the manufacturing process, such as broken stitching, significant colour bleeding that renders the garment unwearable, or structural failure of the product.
• Incorrect Product Dispatched: The product received is materially different from the product ordered — a different style, colour, or product entirely — as can be verified against the order confirmation.
• Missing Components: Parts or accessories explicitly listed as included in the product description are confirmed missing from the delivered package.

3.2 Return Window

All return requests must be initiated within 2 (two) calendar days from the Delivery Date. No return request will be accepted after this period, without exception. The 2-day window reflects the nature of COVERA's swimwear and travel-focused product category. Users are expected to inspect products immediately upon receipt and raise any concerns promptly.

4. Exchange Eligibility

4.1 Grounds for Exchange

Exchanges on the Platform are not available as a matter of right. A User may request a size exchange in the following circumstance only, which COVERA may consider strictly at Management Discretion:

• Where the User believes the size delivered does not fit, despite the product matching the size ordered on the order confirmation.

4.2 Exchange Conditions

• Exchange requests must be initiated within 2 (two) calendar days of the Delivery Date.
• Exchanges are subject to availability of the requested size. COVERA does not guarantee availability and shall not be liable if the size is out of stock.
• If the requested size is unavailable, COVERA may, at its sole discretion, offer Store Credit of equivalent value in lieu of an exchange.
• Each order is eligible for a maximum of one exchange request. No further exchanges on a previously exchanged product will be accepted under any circumstances.
• All shipping costs associated with the exchange — both to and from COVERA — are borne entirely by the User, even where the exchange is approved at COVERA's discretion.

5. Refund Position

COVERA does not offer monetary refunds, cash refunds, or reversals to the original mode of payment for any return or exchange request. Where a return is approved, the User receives Store Credit only.

The detailed terms governing Store Credit (validity, redemption, restrictions, COD orders) are set out in COVERA's Refund Policy, which must be read alongside this Policy.

6. Non-Returnable & Non-Exchangeable Products

The following categories are strictly non-returnable and non-exchangeable. No exceptions will be made for these categories regardless of the reason cited, unless otherwise required by applicable law:

Where a product falls under a Non-Returnable category, COVERA will clearly indicate this on the product listing page prior to purchase. It is the User's responsibility to review this designation, along with any Brand-Specific Policy under Clause 11, before completing the purchase.

7. Conditions Applicable to All Return & Exchange Requests

The following conditions must be satisfied at the time of raising the request and at the time of the product reaching COVERA. Failure to meet any condition will result in automatic rejection of the request:

• Time Limit: The request must be raised within 2 (two) calendar days of the Delivery Date.
• Unboxing Video Evidence (Mandatory): The User must retain and provide a continuous, uncut unboxing video of the package as received, clearly showing the sealed package, its condition upon opening, and the product inside. This is a mandatory requirement for every claim involving a missing component, incorrect product, or manufacturing defect. Claims submitted without unboxing video evidence will not be processed under any circumstances.
• Original Invoice: The User must present a copy of the original invoice issued at the time of purchase.
• Unused & Unwashed: The product must be unused, unworn, and unwashed.
• Original Tags Intact: All original price tags, brand tags, and labels must be attached and undamaged.
• Original Packaging: The product must be returned in its original packaging, including any brand outer box, MRP stickers, and accessories.
• No Stains or Odours: The product must not bear any stains, body odour, sweat marks, detergent marks, or evidence of use.
• No Post-Delivery Damage: Products damaged, altered, or modified by the User after delivery will not be accepted.

8. Return & Exchange Process

Step 1 — Raise a Request

Submit a return or exchange request within 2 (two) calendar days of the Delivery Date via your account at lovecovera.com or by contacting COVERA at social@lovecovera.com or +91 9099927022, quoting your order number, reason for the request, and attaching your unboxing video.

Step 2 — COVERA Review & Approval

COVERA will review the request and all submitted evidence within 3 (three) business days. COVERA may request additional images or video. COVERA's decision on whether the request qualifies under this Policy is final and binding. Approved requests will proceed to Step 3. Rejected requests will receive a written reason.

Step 3 — Return Shipment by User

The User is solely responsible for safely packaging and dispatching the product to COVERA's address using a recognised, trackable courier service. All shipping costs for returning the product to COVERA are borne entirely by the User, including in cases of size exchange granted at Management Discretion. COVERA will not be liable for any loss, damage, or non-delivery during return transit.

Step 4 — Receipt & QC Inspection

Once COVERA receives the returned product, it will undergo a thorough quality control (QC) inspection to verify that it meets the conditions in Clause 7. This process follows COVERA's standard timeline and will not be expedited on a User's request.

Step 5 — Resolution

If the product passes QC:

• For approved returns: Store Credit will be issued to the User's account within 5 (five) business days of QC completion, in accordance with the Refund Policy.
• For approved exchanges: The replacement product will be dispatched within 5 (five) business days of QC completion, subject to availability.

If the product fails QC inspection, it will be returned to the User at the User's shipping cost and no Store Credit or exchange unit will be issued.

9. Cases Not Eligible for Return or Exchange

COVERA will not accept any return or exchange request in the following cases, without exception:

• Incorrect size, colour, or variant ordered by the User, where the size or variant delivered matches the order confirmation.
• Requests raised after the 2-day return window.
• Products in Non-Returnable categories as listed in Clause 6.
• Products covered by a Brand-Specific Policy under Clause 11 that excludes returns or exchanges.
• Products damaged due to improper use, storage, or handling by the User or a third party.
• Products purchased at COVERA's physical stores — return/exchange must be initiated at the original point of purchase.
• Products purchased from partner Brand websites, applications, or stores.
• Products whose tags, labels, or seals have been removed or tampered with.
• Products returned without the original invoice.
• Products with signs of use, alteration, washing, or wear.
• Claims made without unboxing video evidence as required under Clause 7.

10. Management Discretion

COVERA recognises that genuine and unusual circumstances may arise from time to time. Accordingly, COVERA's management reserves the right, on a strictly case-by-case basis, to accommodate requests that fall outside the standard terms of this Policy where the circumstances are found to be genuine in COVERA's sole and absolute judgment.

The exercise of Management Discretion:

• Creates no obligation to accommodate any similar or future request.
• Establishes no precedent for any other User.
• Does not modify or waive any provision of this Policy generally.
• Is entirely at COVERA's discretion and may not be claimed as a right by any User.

11. Brand-Specific Policies

COVERA operates as a curated marketplace for independent fashion brands. Each Brand on the Platform is entitled to publish its own return, exchange, or no-return policy ("Brand-Specific Policy"), which is displayed on the product listing page of the relevant Brand.

Users are required to read the applicable Brand-Specific Policy on the product listing page before placing an order. By placing an order for a product listed by a Brand, the User confirms that they have read and accepted the Brand-Specific Policy in addition to this Policy.

Where a Brand-Specific Policy is stricter than the standard terms of this Policy — for example, where a Brand designates its products as final-sale or excludes returns and exchanges entirely — the Brand-Specific Policy shall apply to products of that Brand. In such cases:

• The Brand-Specific Policy will be clearly displayed on the relevant product listing page prior to purchase.
• The User's acceptance of the Brand-Specific Policy is confirmed by the act of placing the order.
• COVERA will not entertain return or exchange requests for products of a Brand whose Brand-Specific Policy excludes the same.

12. Consumer Protection Act, 2019 — Compliance

This Policy is designed in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

12.1 Statutory Rights

Nothing in this Policy limits or excludes a User's rights as a consumer under the Consumer Protection Act, 2019, including the right to seek redressal for defective goods as defined thereunder. Where a product has a verifiable manufacturing defect and falls under a Non-Returnable category, COVERA will evaluate each such case individually in accordance with applicable law.

12.2 Product Liability

Under Chapter VI of the Consumer Protection Act, 2019, a product manufacturer or product seller may be held liable for harm caused by a defective product. The Vendor/Brand who listed and supplied the product bears primary responsibility for product quality, safety, and regulatory compliance. COVERA's liability as a marketplace facilitator is limited to the extent prescribed under applicable law.

12.3 Dispute Redressal

Users who wish to escalate a dispute may approach:

• The National Consumer Helpline at 1800-11-4000 or 14404.
• The appropriate Consumer Disputes Redressal Commission (District/State/National) having jurisdiction.
• COVERA's Grievance Officer as detailed in Clause 14.

13. Abuse of Policy

COVERA reserves the right to take the following measures against Users found to be abusing this Policy:

• Charge a convenience fee for future orders, prominently displayed at checkout, in cases of excessive or frivolous return requests.
• Disable Cash-on-Delivery (COD) payment option for Users with a pattern of frequent returns, unaccepted shipments, or false claims.
• Suspend or permanently deactivate the User's COVERA account where repeated or serious Policy violations are found.

COVERA defines "excessive returns" as more than 2 (two) return or exchange requests within any 90-day period from the same account. COVERA's determination in such cases is final.

14. Grievance Redressal

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, COVERA has appointed a Grievance Officer:

COVERA will endeavour to resolve all grievances within 30 (thirty) days of receipt. If unresolved, the User may approach the appropriate Consumer Disputes Redressal Commission.

15. Modifications to This Policy

COVERA reserves the right to update or modify this Policy at any time. Changes will be published on the Platform with the revised effective date. Continued use of the Platform after such modification constitutes acceptance of the revised Policy.

16. Governing Law & Jurisdiction

This Policy is governed by and shall be construed in accordance with the laws of India. Any disputes arising from or related to this Policy shall be subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat, India, subject to applicable consumer protection laws and the dispute resolution framework under the Consumer Protection Act, 2019.

Agami Apparels Private Limited  |  GSTIN: 24AAXCA3596K1ZX