Refund & Cancellation Policy

Last Updated: 24 June 2026

At Ornaya, every piece is carefully checked, packed, and shipped with love. Please read our Refund & Cancellation Policy before placing your order.

1. No Cancellation Policy

Once an order is placed and confirmed on our website, it cannot be cancelled by the customer.

This is because our orders are processed quickly for quality checks, packing, and dispatch. We request customers to carefully review product details, size, quantity, price, shipping address, and contact information before confirming the order.

If Ornaya cancels an order due to product unavailability, quality issues, pricing error, or any internal reason, the customer will receive a full refund for the cancelled item/order.

We do not charge cancellation fees. Indian e-commerce rules restrict cancellation charges unless similar charges are also borne by the e-commerce entity when it cancels an order.

2. 7 Day Return Policy

Customers can request a return within 7 days from the date of delivery.

To be eligible for return, the product must meet the following conditions:

The product must be unused, unworn, and undamaged.
The product must be in its original packaging.
All tags, invoices, authenticity cards, boxes, and accessories must be included.
The product should not have scratches, stains, marks, breakage, or signs of usage.
Return request must be raised within 7 days of delivery.

3. Non-Returnable Products

The following products are not eligible for return:

Customized or personalized jewellery
Made-to-order pieces
Products purchased during sale, clearance, or special offer, unless damaged or wrong item is received
Gift cards or vouchers
Products damaged due to customer handling
Products returned without original packaging, invoice, or tags
Used, worn, altered, or washed products

4. Damaged, Defective, or Wrong Product

If you receive a damaged, defective, or wrong product, please contact us within 48 hours of delivery with:

Order ID
Clear photos/videos of the product
Packaging images
Unboxing video, if available

After verification, we will offer a replacement, store credit, or refund, depending on the case and product availability.

5. Return Approval Process

To request a return, email us at:

[support@ornaya.com]

Please mention your order ID and reason for return.

Once your request is received, our team will review it and confirm whether the product is eligible for return. Returns sent without approval may not be accepted.

6. Quality Check

After the returned product reaches us, it will go through a quality check.

If the product passes the quality check, the refund will be processed.

If the product fails the quality check due to usage, damage, missing items, or mismatch with our return conditions, the return request may be rejected and the product may be sent back to the customer.

7. Refund Timeline

Once the return is approved after quality check, the refund will be processed to the original payment method within 7–10 working days.

The actual time taken for the amount to reflect in your account may depend on your bank, card provider, or payment gateway. E-commerce entities are expected to process accepted refund requests as per applicable payment and banking timelines.

8. Shipping Charges

Original shipping charges, COD charges, gift wrapping charges, or any additional service charges are non-refundable, unless the return is due to a wrong, damaged, or defective product sent by Ornaya.

Return shipping charges may be borne by the customer unless the product received was damaged, defective, or incorrect.