Refund policy

Refund & Return Policy

At Ornaya Jewels, every piece is carefully crafted, inspected and packed before it reaches you. We want you to love your jewellery, but if something isn’t quite right, we’re here to help.

7-Day Return Policy

You may request a return within 7 days from the date of delivery of your order.

To be eligible for a return:

  • The product must be unused, unworn and in its original condition.

  • All original tags, certificates, invoices, boxes, pouches and packaging must be returned along with the product.

  • The jewellery must not show signs of wear, scratches, alteration, damage, perfume, cosmetics or any other usage.

  • The return request must be raised within 7 days of delivery.

Requests received after the 7-day return period may not be accepted, except where required under applicable law.

How to Request a Return

To initiate a return, please contact the Ornaya Jewels Customer Support Team within 7 days of receiving your order and share:

  • Your Order Number

  • Name and contact details

  • Product you wish to return

  • Reason for return

  • Images or an unboxing video, where applicable

Our team will review your request and provide further return instructions.

Please do not send a product back without receiving return confirmation from us.

Damaged, Defective or Incorrect Products

If you receive a product that is damaged, defective or different from what you ordered, please contact us within 48 hours of delivery.

We recommend recording an unboxing video when opening your parcel to help us resolve any transit damage, missing-item or incorrect-product concerns quickly.

Once verified, Ornaya Jewels may arrange a replacement, exchange or refund, as applicable.

Return Quality Check

All returned jewellery will undergo a quality inspection after reaching us.

A return will be approved only if the product meets the return conditions stated in this policy.

If a returned item is found to have been worn, altered, damaged or returned without its original packaging, certificates or accessories, Ornaya Jewels reserves the right to reject the return, subject to applicable law.

Refunds

Once your returned product has been received and approved after quality inspection, the refund will be initiated to your original mode of payment.

Refunds are generally processed by us within 5–7 business days after approval. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.

For Cash on Delivery orders, our team may request your bank account or UPI details to process the refund.

Original shipping charges, convenience fees or COD charges, if any, are non-refundable, unless the return is due to a damaged, defective or incorrect product supplied by Ornaya Jewels.

Non-Returnable Products

For hygiene, customization and product-integrity reasons, the following products may not be eligible for return:

  • Customized or personalized jewellery

  • Engraved products

  • Jewellery altered or resized specifically for the customer

  • Made-to-order or specially commissioned pieces

  • Earrings where a hygiene seal, if provided, has been opened or removed

  • Products damaged due to improper handling, wear or storage by the customer

  • Products specifically marked as Final Sale / Non-Returnable at the time of purchase

However, if any such product is delivered damaged, defective or incorrectly supplied, please contact us and we will assist you in accordance with applicable law.

Exchange

Where available, customers may request an exchange within the 7-day return window, subject to product availability and successful quality inspection.

Any price difference applicable to the replacement product will need to be paid by the customer or refunded, as applicable.

Return Shipping

If the return is due to a damaged, defective or incorrect product, Ornaya Jewels will bear the applicable return shipping cost.

For returns due to personal preference, change of mind or other non-defect reasons, return shipping charges may be borne by the customer.

Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Orders can be cancelled only if they have not yet been processed or dispatched. Once an order has been dispatched, it will fall under our return policy.

Customized, personalized or made-to-order products may not be cancelled once production has begun.

Contact Us

For any return, exchange or refund-related queries, please contact:

Ornaya Jewels
Jaipur, Rajasthan, India
Email: [hello@ornayajewels.com]
WhatsApp/Phone: [Customer Support Number]

Our team will be happy to assist you.

Ornaya Jewels reserves the right to update this policy from time to time. Nothing in this policy limits any rights available to consumers under applicable law.