Replacements, refunds and cancellation

Cancelling an order

An order can be cancelled free of charge until it is dispatched: write to care@elegents.example or +91 98418 84765 with your order number, or ask us on WhatsApp. Prepaid amounts are refunded in full to the account they came from within 5 to 7 working days. Once a parcel has left the store it can no longer be cancelled; refuse it at the door and it returns to us, after which the pieces are refunded less the courier charge.

Pre-book pieces cannot be cancelled once work on them has begun, which is usually within a day of the order.

Replacements within 7 days

Imitation jewellery is not returned on a change of mind. If a piece reaches you damaged, with a quality fault (a missing stone, a loose setting, a plating flaw, a clasp that does not hold), is not what you ordered, or is clearly different from its photographs, tell us within 7 days of delivery, with a photograph, from your order page or on WhatsApp.

A courier is booked to collect the piece from your delivery address at no cost to you, and you receive the pickup reference by email. Please pack the piece in its pouch and box with the invoice. Once it reaches us and is checked, we send a replacement; if the piece cannot be replaced, we refund it in full, including any delivery charge.

• Size exchange: a bangle or ring in the wrong size can be exchanged for another size within 7 days, unworn and in its pouch; the courier both ways is on us the first time, and the original delivery charge is not refunded.
• Not replaceable: wear from use (plating dulled by perfume, sweat or water), pieces altered or repaired by anyone other than us, and nose pins and earrings whose seal has been broken, for hygiene reasons.

Refunds

• Refunds are approved once the piece has been received at our store and checked, usually within 2 working days of receipt. You receive an email at each step.
• Online payments (UPI, cards, net banking, wallets, EMI) are refunded to the account or instrument they came from through Razorpay. Banks and card issuers usually show the amount within 5 to 7 working days; EMI refunds may take one more statement cycle.
• Cash-on-delivery orders are refunded by bank transfer or UPI; we will ask you for the account details when the piece is received.
• Delivery charges are refunded when the replacement is due to our error (a damaged, faulty or wrong piece), not for a size exchange.

Questions and complaints

Write to care@elegents.example or +91 98418 84765. If a complaint is not resolved to your satisfaction, our Grievance Officer, Grievance Officer (to be named), can be reached at grievance@elegents.example or +91 98418 84765; complaints are acknowledged within 48 hours and resolved within one month, as the Consumer Protection (E-Commerce) Rules 2020 require.