Refund policy

ZIVAANA JEWELLERY – RETURNS, CANCELLATIONS & REFUND POLICY

At Zivaana Jewellery, we want every purchase to make you feel confident and delighted. However, we understand that sometimes you may change your mind after receiving your jewellery or realize that a particular design is not right for you.

To make your shopping experience simple and convenient, we offer a straightforward return and refund process, subject to the terms mentioned below.

RETURNS & REFUNDS

If you wish to return a product, please follow these three simple steps:

1. INFORM US

You must contact our customer support team within 48 hours of receiving your order.

Please share:

  • Your order number

  • Name of the product you wish to return

  • Clear photographs of the product

  • Reason for requesting the return

Once we receive your request, our team will review it and confirm whether the return is approved.

2. SHIP THE PRODUCT BACK

After receiving return approval from Zivaana, the product must be safely packed along with its original packaging, box, tags and accessories, wherever applicable.

The product must reach us within 5 days from the date of return approval.

The customer will be responsible for the return shipping charges unless the return is due to a damaged, defective or incorrect product delivered by Zivaana.

We recommend using a reliable courier service and keeping the shipment tracking details safely until the return is successfully delivered to us.

Products that are used, worn, damaged, altered or returned without the original packaging may not qualify for a refund.

3. QUALITY CHECK & REFUND

Once the returned product reaches us, our team will inspect it to ensure that it meets our return conditions.

The receipt of the returned package will generally be confirmed within 24–48 hours.

After successful quality verification, the applicable refund will be processed according to this Refund Policy.

CANCELLATION OF ORDERS

We generally begin processing orders shortly after they are placed.

An order can be cancelled only before it has been shipped from our warehouse.

Once an order has been dispatched, it cannot be cancelled through our website.

Prepaid Orders

If a prepaid order is cancelled before dispatch, the eligible amount may be provided either:

  • As a Zivaana refund coupon, or

  • Through the original payment method,

subject to applicable payment gateway charges and deductions mentioned in this policy.

Cash on Delivery Orders

For COD orders, Zivaana may contact you to confirm the order before dispatch.

If a COD order is cancelled before dispatch, no cancellation charges will normally apply. However, if the order has already been shipped, the applicable shipping and return costs may be deducted as mentioned below.

REFUND POLICY

Mode of Refund

For eligible returns, refunds will generally be provided in the form of a Zivaana Refund Coupon Code, unless otherwise specified by Zivaana.

The refund coupon:

  • Can be used for a future purchase on the Zivaana website.

  • Will be valid for 1 year from the date of issue.

  • Can be used only once.

  • Cannot be exchanged for cash.

  • Cannot be transferred to another customer.

  • Cannot be combined with another promotional coupon or discount code.

APPLICABLE DEDUCTIONS

Undelivered / Refused Prepaid Orders

If a prepaid order is returned to our warehouse because the customer refused delivery, was unavailable to accept the package, provided an incorrect address, or otherwise caused the shipment to be returned, ₹250 may be deducted towards the forward and reverse logistics expenses.

The remaining eligible amount will be issued as a Zivaana refund coupon.

No bank transfer or credit to the original payment method will be provided for packages returned to our warehouse due to non-acceptance.

Orders with Free Shipping

If free shipping was provided as part of an offer, ₹125 may be deducted towards the shipping cost incurred from our warehouse to the customer while processing an eligible refund coupon.

Refund Coupon Orders

If a customer uses a Zivaana refund coupon to place a new order and that order is subsequently refused or returned to our warehouse because of customer-related reasons, the refund coupon used for that order may become invalid.

Customers are therefore requested to accept orders placed using refund coupons.

Multiple Refund Coupon Usage

Refund coupons are intended to compensate the customer for an eligible previous purchase. Zivaana reserves the right to restrict repeated refund coupon generation arising from the same original transaction.

COD Token Amount

If a token amount has been collected for a COD order, the token amount will not be refundable if the order is cancelled by the customer after dispatch, refused at delivery, or returned to our warehouse due to customer-related reasons.

A standard deduction of ₹250 may be applied towards the forward and reverse logistics costs.

If the token amount paid exceeds ₹250, the remaining eligible amount may be provided as a Zivaana refund coupon.

RETURN ELIGIBILITY

A product will generally qualify for return only when all of the following conditions are satisfied:

  • The return request is submitted within 48 hours of delivery.

  • The product is returned within 5 days of receiving return approval.

  • The jewellery is unused and unworn.

  • The product is in its original condition.

  • Original packaging, box, tags and other accessories are included wherever applicable.

  • The product has not been altered, repaired or damaged after delivery.

Products Not Eligible for Return

Returns may not be accepted for products that are:

  • Used or worn

  • Damaged after delivery

  • Altered or tampered with

  • Returned without original packaging

  • Missing tags or accessories

  • Reported after the stipulated 48-hour period

  • Not received by Zivaana within the specified return period

If a returned product does not meet our eligibility criteria, Zivaana may reject the return request.

The rejected product may be sent back to the customer after payment of applicable shipping charges.

QUALITY-RELATED CONCERNS

Every Zivaana product goes through quality inspection before being packed and dispatched.

Because our jewellery is handcrafted/fashion jewellery, minor variations in colour, stone placement, finish or appearance may occasionally occur and may not necessarily be considered a manufacturing defect.

If a product has a genuine quality issue, our team will review the concern based on the photographs/video submitted by the customer.

Depending on the circumstances, Zivaana may offer:

  • A replacement of the same product, subject to availability, or

  • A refund coupon equivalent to the eligible product value.

DAMAGED PRODUCT RECEIVED

Although we take extensive care while checking and packing every order, products can occasionally be affected during transportation.

If you receive a damaged product, please follow the process below.

1. REPORT THE DAMAGE WITHIN 48 HOURS

Please contact Zivaana customer support within 48 hours of receiving the order.

For faster resolution, please provide:

  • Order number

  • Clear photographs of the outer packaging

  • Clear photographs of the damaged product

  • A short unboxing video, if available

  • Description of the issue

Our support team will review the submitted information and determine the appropriate resolution.

2. RETURN / REVERSE PICKUP

If the damage is verified and your request is approved, Zivaana may arrange a reverse pickup for eligible orders delivered within India.

The product must be packed securely and kept ready for collection.

If the reverse pickup cannot be completed because the product was not made available for collection, Zivaana may require the customer to ship the product back at their own cost.

3. REPLACEMENT OR REFUND COUPON

After the returned product is received and verified, Zivaana will provide one of the following resolutions:

Replacement:
A replacement of the same product may be dispatched, subject to availability.

Refund Coupon:
If the same product is unavailable, Zivaana may issue a refund coupon equivalent to the eligible product value.

The refund coupon will generally be valid for 1 year from the date of issuance.

No cash refund will ordinarily be provided for approved damage/quality-related returns; the resolution will be either a replacement or an applicable Zivaana refund coupon.

IMPORTANT NOTES

  • Please do not send any product back without receiving return approval from Zivaana.

  • Customers are advised to retain the courier tracking information until the return is successfully delivered.

  • Zivaana reserves the right to reject returns that do not comply with the conditions mentioned in this policy.

  • Refund amounts are calculated based on the eligible product value after applicable deductions.

  • Promotional discounts, shipping benefits and coupon conditions may affect the final refund amount.

  • Policies applicable to specific promotional offers may differ and will be communicated with the respective offer.

  • Zivaana reserves the right to modify this policy when required. Any updated policy will be published on our website.

For return, cancellation or refund-related assistance, please contact our Zivaana Customer Support Team through the contact details provided on our website.

Zivaana Jewellery
Luxury Looks, Everyday Confidence 💎