Refund & Cancellation Policy
This policy outlines the cancellation, support ticket, and refund procedures for orders placed on the Pevio mobile application and website operated by Pevio Private Limited.
Current Serviceable Cities: Ghazipur and Varanasi (with guaranteed doorstep delivery within 24 hours).
1. Payment Modes Accepted
Pevio provides two flexible payment modes on our application:
- Online Payment: 100% secure, encrypted digital payments via RBI-authorized payment gateways (supporting UPI, Google Pay, PhonePe, Paytm, Debit/Credit Cards, and Net Banking).
- Cash on Delivery (COD): Pay in cash or through on-delivery QR scan directly to our delivery executive when your package arrives at your doorstep in Ghazipur or Varanasi.
2. Order Cancellation Rules
A customer can cancel their order free of charge directly within the Pevio mobile app from the moment it is placed until the "Order is Accepted" by our team/store.
Once the Order is Accepted: Because Pevio fulfills orders locally within 24 hours across Ghazipur and Varanasi, our packing and dispatch workflow initiates immediately upon order acceptance. Therefore, an order cannot be cancelled once it reaches "Accepted" status.
What if you need changes after acceptance? Don't worry! You simply receive the package upon delivery and raise a support ticket directly through the app or by contacting our team.
3. Raising a Support Ticket Post-Delivery
If there is any issue with your delivered order, you can easily raise a ticket in the Pevio application. We review tickets for reasons including:
- Wrong Item Delivered: Received a different brand, weight, flavor, or product variant.
- Damaged or Tampered Item: Leaked, broken packaging, seal broken, or transit-damaged goods.
- Defective or Expired Product: Product near or past expiration date upon delivery.
- Any Other Reason: Any genuine customer concern or dissatisfaction with the order.
4. Team Review & Callback within 24 Hours
As soon as you submit a ticket:
- Our dedicated customer support team reviews your ticket details and attached photos.
- A support specialist will personally call you within 24 hours to discuss the resolution, arrange a replacement, or confirm refund eligibility.
5. Refund Issuance Timeline (1 to 3 Business Days)
Once our support team reviews your request and approves the refund:
Refund Issued Within 1 to 3 Business Days
For Online Payments: The refund is credited directly back to your original source payment instrument (UPI / Card / Net Banking) via our payment gateway within 1 to 3 business days.
For Cash on Delivery (COD) Orders: Our support representative will securely collect your preferred UPI ID or Bank Account Details during the 24-hour support call, and transfer the full refund within 1 to 3 business days.
6. How to Reach Us for Ticket Updates
You can track or raise your ticket through any of these official channels:
Through Pevio Mobile App: Profile → My Orders → Select Order → Click "Raise Support Ticket"
By Email: Write to info@pevioindia.com with subject "Order Issue Ticket - [Order #]"
Direct Helpline: Call our customer desk at +918858834307 (Monday to Saturday, 9:30 AM – 6:30 PM IST)