Trust

Returns, refunds & exchanges

We stand behind the authenticity and craft of every piece leaving our atelier. Below is our transparent, legally binding policy governing returns, exchanges, refunds, cancellations, and transit damage.

1. The 7-day return window

You may initiate a return within 7 calendar days from the date of parcel delivery. To qualify for a return or exchange, the piece must be in its pristine, unworn condition with zero scratches, dents, or signs of wear, housed in its original box with all certificates and invoices. The barcoded security tag attached to the piece must be completely intact and uncut. Removing, altering, or re-attaching the security tag invalidates the return.

2. Damaged in transit & unboxing video

All jewellery is dispatched in tamper-evident sealed packaging. If your outer package arrives damaged, torn, tampered with, or if you receive a defective/incorrect design, you must report it within 48 hours of delivery to shivayrajewels@gmail.com or WhatsApp +91 8690199499. Mandatory Unboxing Video: To protect against courier substitution and postal transit tampering, customers must record a continuous 360-degree unboxing video starting before opening the outer courier polybag seal. Verified transit damages or defects will be replaced immediately at zero cost, or refunded 100% in full.

3. How refunds are calculated

Because fine silver carries an underlying precious metal value that moves with the bullion market, refunds are handled fairly and transparently: • Making charges, stone values, and 3% GST are refunded 100% in full. • Metal silver value is refunded at the prevailing silver bullion rate on the day the returned package is received and verified at our atelier. If the silver rate has moved up since purchase, you receive the higher metal value; if it has moved down, the payout reflects that day's rate.

4. Exchanges & lifetime trade-in

• 7-Day Exchange: You may exchange any unworn piece within 7 days against another design. The exchange is settled strictly on the net fine weight difference at that day's rate, plus any difference in making charges. Zero restocking fee. • Lifetime Atelier Trade-In: You can bring or courier any hallmarked Shivayra jewellery piece back to our atelier at any time in the future. We buy back or trade the piece against 100% of the day's fine silver bullion melt rate based on its net certified metal weight.

5. Order cancellation policy

• Prior to Courier Dispatch: You may cancel any standard catalogue order for a 100% instant full refund before the parcel is handed over to our courier partners. • Post-Dispatch: Once an order has been dispatched with a courier tracking AWB assigned, it cannot be intercepted or cancelled in transit. You may accept the delivery and initiate the standard 7-day return process.

6. Non-returnable items

The following items are strictly non-returnable and non-refundable: • Custom engraved, personalized, or bespoke-sized pieces. • Products returned without their original intact security tag or certificate card. • Items showing evidence of wear, perfume damage, chemical exposure, or resizing/alteration by a third-party jeweller.

7. Reverse pickup & refund timelines

Upon return authorization, we schedule a complimentary insured reverse courier pickup from your doorstep. Once the returned product is received and the return is approved, the refund will be processed to the original payment method within 7 days.