For a hassle free jewellery shopping experience, we insist our customers on reading the return refund policy before placing the order. On completion of order placement, we understand that you have gone through them and are in compliance with the policies.
Our process
Our products are captured in sunlight to ensure what you see is what you get.
For clarity on the colour, quality or size details ,kindly contact our team for real pics in case of readymade jewellery and similar pictures in case of kemp jewellery, before placing the order.
Always ensure that you are happy and fully informed about the purchase. Our team will always be there to assist you in clarifying the doubts before placing order.
These are the steps that we follow after you place an order:
1. Order placed
Once you place an order with us, confirmation email with an order ID and invoice will be sent to your registered mail ID. Please check your inbox or spam folder for the same.
2. Real time proof
Our team sends a real time proof(If the given shipping phone number is a whatsapp number) to ensure that you see the normal phone pictures before dispatching. Also, this allows the customers to ensure that the customer receives defect free products.
If you have any clarifications in the pre- dispatch photos, please inform us 2 to 3 hours from receiving of the photograph.
3. Quality check
Our team will check the products once for any probable damages before dispatch. Back rope or back chain(as per order) will be attached during this stage only.
RETURN/EXCHANGE POLICY FOR OUR APPARELS
🔁 Size Exchange Only
- Exchanges are accepted only for size issues
- Request must be made within 3 days of delivery
- Product must be unused, unwashed, with tags intact
- Return shipping is to be handled by the customer
- We will ship the new size free of cost – one time only
❌ No Returns for Any Other Reason
We do not accept returns for:
- Change of mind
- Colour/fabric differences
- Delivery delays
- Personal event cancellations
Even in unavoidable cases, returns are not accepted.
💳 No Refunds – Store Credit Only
• We do not offer refunds (cash, UPI, or bank)
• If exchange is not possible, store credit will be issued (valid for 3 months)
🚫 Non-Exchangeable Items
• Custom-stitched outfits
• Sale/discounted items
• Accessories & innerwear
What are NOT concluded as damages
Detached Stones/Pearls
Stone or pearls falling during transit in normal quality jewellery and is inside the package. If stone has been missed ,we can send an additional stone in the next order.
Metal filling or Minor issues
Small metal filling over the stone which is a result of hand craftmanship. Also, please expect average workmanship in case of normal category jewellery. We have explicitly mentioned them on product title to differentiate normal and premium categories.
Layers tangling
Pearl layers tangling which can be corrected by self.
Earrings Stem bent
The back stem of the earrings are purposefully made flexible to ensure that people with different piercings are able to use them without any issues
Difference in Color
The shades of the stone in the jewellery may vary from 5 to 10% of the image seen on the website. This can be mainly due to variations in the device calibrations.
Damages in Back rope
The back rope is given as a gesture of compliment from Zivara in case a back chain is not added by the customer, additionally. Hence, any damages in the back rope will not be considered as a damage. However, we can provide a additional back rope in the next order, if the customer intimate us while placing the order.
Criteria for Returns
As a policy, we DO NOT accept the product returns for following reasons
- Doesn’t suit the customer
- Changed the mind after purchase
- Ordered for somebody else and they didn't like it.
- Someone placed an order on my behalf
- Ordered by mistake
- Size issues for bangles or width of the motifs
- Delays during transit/delivery
- Order reached beyond the event or occasion date
- Damage occurred while trying or wearing post delivery during usage
As a policy, we accept the product returns for following reasons
- Logistic Damages
- Wrong product dispatched by us
Return process if approved
Reports of issues has to be sent to our customer support team on Whatsapp with the following details
1. Name
2. Order ID
3. Issue details
4. Unboxing video(Compulsory).
The reporting of the damages and issues has to be made within 24 hours of the package delivery. Otherwise, the case will be considered VOID.
We need the unboxing videos without cuts from the opening of the grey cover. Without unboxing videos damage claims will strictly NOT be considered.
On review of the issue, our customer support team will contact you within 2 to 7 business days.
We will intiate the Reverse pickup if we find the issue LEGIT. Upon initiation, the package will be picked up from your location within 48hrs. Reverse pickup option is subjected to availability based on pincode. If the reverse pickup option is not available, we request the customers to send the package via INDIAPOST - economy mode. We will share the address for return in that case. The product has to be shipped in 48 hours from the time of delivery and tracking number must be forwarded on the whatsapp number.
Refund or return is the sole decision of the company.
Upon receiving the returned product, we will fully examine it and notify you, within a reasonable period of time via WhatsApp. If you are entitled to a replacement, we will replace the product and ship the product without any additional shipping charges.
If you are entitled for a refund, we will issue a refund the product price as a store credit.
In case of claim initiated for a package lost by the courier agency ,the maximum claim amount is Rs.2000/-( Two thousand only ) or the invoice amount , whichever is lesser.
If the customer wants to cancel an order before the product is dispatched from our fulfilment center, a cancellation fee of 20% will be charged. We will not be able to cancel the order once the product is handed over for dispatch from the fulfilment center.
In case of made to order products (kemp jewellery) if cancelled because of any unavoidable reasons ,making charges of 50% of the product cost per product will be charged additionally. The balance 50% will be eligible for exchange to another product only. This is still possible if you confirm the cancellation within one hour of placing the order .
IN ANY OF THE ABOVE SITUATIONS, WE WILL ISSUE ONLY A STORE CREDIT WITH A VALIDITY TIME OF THE AGREED AMOUNT AND CASH REFUND OR UPI REFUNDS WILL NOT BE MADE.
For Shipments outside India, unfortunately we will not be able to take the return or replace the product owing to the shipping charges. However, we will provide 20% of the product cost as a store credit which can be availed in the next order. If the package is declared as lost, the maximum claim amount will be Rs.5000/- ( Five thousand only)
