Return Exchange and Refund Policy

Effective Date: 29 July 2026
Last Updated: 29 July 2026

At Manvaya Jewels, we want every customer to feel confident about their purchase. We carefully inspect and package our jewellery before dispatch. However, if you receive an eligible product that is damaged, defective, incorrect or otherwise qualifies under this Policy, you may request a return, exchange or refund in accordance with the terms below.

This Return, Exchange & Refund Policy applies to eligible purchases made directly from:

https://manvayajewels.com/
Manvaya Jewels’ official WhatsApp account
Manvaya Jewels’ official Instagram account
Other direct sales channels expressly operated by Manvaya Jewels

Orders placed through a third-party marketplace may also be subject to that marketplace’s return and refund rules. Where a marketplace policy applies, customers should initiate the request through the relevant marketplace.

1. About Manvaya Jewels

Manvaya Jewels is a sole proprietorship owned and operated by Vishal Saklani.

Business address:
Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

Customer support:
Email: care@manvayajewels.com
Phone/WhatsApp: +91 98765 43211
Hours: Monday–Saturday, 11:00 AM–8:00 PM IST

2. Return and exchange request period

A return or exchange request must generally be raised within 7 calendar days from the date on which the order is marked as delivered.

For products received in a visibly damaged condition, with missing items or with an incorrect product, customers should preferably contact us within 48 hours of delivery. Reporting the issue promptly helps us verify the shipment with the courier partner.

A delayed report may still be reviewed where the customer provides reasonable evidence and the issue could not reasonably have been discovered earlier.

Nothing in this Policy limits any mandatory consumer right available under applicable Indian law.

3. Products eligible for return or exchange

Subject to inspection and the conditions stated in this Policy, a product may qualify for return, replacement, exchange or refund where:

The product was received in a damaged condition.
The product has a manufacturing defect.
The customer received a product different from the product ordered.
A paid item or component is missing from the package.
The product is materially different from its description or images on the relevant product page.
An eligible non-hygiene-sensitive product is unused and the customer requests a preference-based return or exchange within the applicable return period.

Minor variations that commonly occur in handcrafted or hand-finished products are not necessarily defects. These may include slight differences in texture, stone placement, oxidised finish, engraving, pattern, shade or dimensions.

4. Change-of-mind returns

Eligible products may be returned because of a change of mind, design preference or styling preference within 7 calendar days of delivery, provided that:

The product is eligible for a preference-based return.
It has not been worn, used, washed, altered or damaged.
All tags, labels, accessories and original packaging remain intact.
The product does not show signs of perfume, cosmetics, moisture, sweat or improper handling.
The complete product, including every component of a set, is returned.
The return request complies with this Policy.

A return-shipping charge of ₹99 may be deducted from a preference-based refund where Manvaya Jewels arranges reverse collection.

No return-shipping deduction will apply where the return is caused by a verified defect, wrong item, missing paid item or damage attributable to Manvaya Jewels or its delivery partner.

5. Non-returnable products

The following products are not eligible for change-of-mind returns or exchanges:

Earrings, ear cuffs and other pierced-ear jewellery, for hygiene reasons
Nose pins and nose rings
Personalised, customised or made-to-order products
Gift cards or electronic vouchers
Products marked “Final Sale” or “Non-Returnable” before purchase
Complimentary gifts and promotional items
Products altered or repaired by the customer or another person
Products showing signs of wear, perfume, moisture, sweat, cosmetics or chemical exposure
Incomplete jewellery sets
Products without original packaging, where the absence of packaging prevents safe resale or verification
Products damaged because of improper use, storage or care
Exhibition-sale products expressly identified as non-returnable before purchase

These exclusions do not prevent a customer from reporting an item that was defective, damaged, incorrect, spurious or materially different from the description supplied at the time of purchase.

6. Earrings and hygiene-sensitive jewellery

For hygiene and customer-safety reasons, earrings, ear cuffs, nose pins and similar products cannot be returned merely because the customer changed their mind or did not like the design after delivery.

However, such products may still qualify for a remedy if they were:

Delivered damaged
Defective at the time of delivery
Incorrectly supplied
Missing from the package
Materially different from their advertised description

7. Conditions for accepting a return

All returned products must satisfy the following conditions:

The product must be unused, unworn and unaltered.
The original tags, labels, jewellery pouch, box and accessories must be included.
The product must be returned in hygienic and resaleable condition, except where the claim concerns a defect or damage.
Sets and bundles must be returned in full.
Complimentary gifts supplied as part of the order must also be returned where the qualifying purchase is returned in full.
The customer must package the product securely to prevent damage in transit.
The return must be sent only after receiving approval or instructions from Manvaya Jewels.

Sending a product back without first obtaining return instructions does not guarantee acceptance.

8. How to request a return or exchange

To submit a request, contact us through either of the following:

Email: care@manvayajewels.com
WhatsApp: +91 98765 43211

Please provide:

Customer’s full name
Order number
Registered phone number or email address
Name of the product
Reason for the request
Clear photographs of the product
Photograph of the external package and shipping label where relevant
Video or photographs showing the defect, damage, missing component or incorrect item, where applicable

Please do not send bank account information, card details, passwords or OTPs through WhatsApp or ordinary email.

9. Unboxing video

An unedited parcel-opening video is recommended, particularly for claims involving:

Missing products
Empty packages
Transit damage
Incorrect products
Broken components

An unboxing video helps us investigate the issue with the courier and packing team. However, the absence of an unboxing video will not automatically invalidate a genuine claim. We may review photographs, package weight records, dispatch footage, courier records and other relevant evidence.

10. Review and approval of requests

After receiving a complete request, Manvaya Jewels will normally respond within 2 business days.

We may:

Approve the return or exchange
Ask for additional photographs or information
Arrange reverse pickup
Ask the customer to self-ship the product where reverse pickup is unavailable
Offer a replacement, exchange, store credit or refund
Reject the request with reasons where the product does not qualify under this Policy

Approval of a return request does not constitute final acceptance of the returned product. Final eligibility is determined after the item is received and inspected.

11. Reverse pickup

Where available, reverse pickup will be arranged from the original delivery address.

Reverse pickup is subject to courier serviceability. The customer must:

Keep the product packed and ready
Be available during the pickup attempt
Hand over the correct approved product
Obtain or retain the pickup acknowledgement where available

If a reverse pickup fails because the customer is unavailable, supplies an incorrect address or does not keep the package ready, a further pickup fee may apply.

12. Self-shipping

Where reverse pickup is unavailable, the customer may be asked to send the product to an address provided by Manvaya Jewels.

The customer should:

Use a trackable courier service
Retain the courier receipt
Share the tracking number
Package the jewellery securely
Avoid writing sensitive payment information on or inside the parcel

For an approved damaged, defective or incorrect-product claim, reasonable self-shipping charges may be reimbursed up to a limit communicated by Manvaya Jewels before dispatch.

Unapproved or excessive courier charges may not be reimbursed.

13. Return shipping responsibility

Manvaya Jewels will bear reasonable return costs where:

A wrong product was delivered
The product was delivered damaged
A paid product or component was missing
A verified manufacturing defect existed at delivery
The product was materially different from its listing

The customer will bear return costs where:

The customer changed their mind
The customer did not like the design
The product did not suit the intended outfit
The customer ordered the wrong item
The delivery address supplied by the customer was incorrect
The return was caused by a customer preference rather than a fault attributable to Manvaya Jewels

14. Inspection of returned products

Returned products are normally inspected within 3 business days after they reach our facility.

The inspection may consider:

Whether the returned product matches the order
Whether all components are present
Whether the product has been worn or used
Whether tags and packaging are present
Whether the claimed defect existed
Whether damage resulted from customer handling
Whether the product was exposed to moisture, perfume, cosmetics or chemicals
Whether the return satisfies this Policy

Where necessary, photographs or videos of the inspection may be retained for dispute-resolution purposes.

15. Exchanges

Approved exchanges are subject to product availability.

A customer may request:

Replacement with the same product
Exchange for another eligible product
Store credit
Refund, where permitted under this Policy

Where the replacement product costs more, the customer must pay the difference before dispatch.

Where the replacement product costs less, the difference may be:

Refunded to the original payment method
Transferred by UPI or bank transfer for COD orders
Issued as store credit, with the customer’s agreement

Only one preference-based exchange is permitted per product unless otherwise approved.

16. Replacement products

Where a replacement is approved:

The replacement will be dispatched after receipt and inspection of the returned product, unless Manvaya Jewels agrees otherwise.
Dispatch is subject to stock availability.
If the same product is unavailable, the customer may choose an alternative product, store credit or refund.
The replacement delivery timeline will be communicated separately.

A replacement product is not automatically eligible for repeated preference-based exchanges.

17. Refund method

Approved refunds will ordinarily be issued to the original payment method.

For Cash on Delivery orders, refunds may be processed through:

UPI
Bank transfer
Store credit, where expressly selected by the customer

Manvaya Jewels will not request an OTP, card PIN, CVV or internet-banking password to issue a refund.

The customer is responsible for providing accurate refund details for COD transactions. Manvaya Jewels will not be responsible for funds transferred to incorrect details supplied by the customer, subject to applicable law.

18. Refund processing timeline

Once the returned product passes inspection, Manvaya Jewels will normally initiate an approved refund within 5–7 business days.

After initiation, the customer’s bank, card issuer, UPI provider or payment gateway may require additional time to credit the amount.

Refund processing time does not include:

The time taken for the return parcel to reach us
Inspection time
Bank or payment-provider settlement time
Delays caused by incorrect refund details

19. Amount refunded

For a verified defective, damaged, wrong or materially misdescribed product, the refund will ordinarily include:

The amount actually paid for the affected product
Original shipping charges attributable to that product, where applicable
Reasonable approved return-shipping charges

For a preference-based return, the refund may exclude:

Original delivery charges
Cash on Delivery charges
Express-shipping charges
Gift-wrapping charges
Return-pickup charges
Discounts dependent on retaining a minimum order value

Payment-gateway charges will not ordinarily be separately deducted from the customer’s refund.

20. Discounted orders, bundles and promotional offers

Refunds are calculated using the amount actually paid after discounts.

Where returning a product causes the remaining order to fall below the qualifying value for a promotion, bundle price, free shipping or complimentary gift, the value of the lost benefit may be adjusted from the refund where this condition was disclosed as part of the offer.

For example, where a free gift was issued only because the order exceeded a specified amount, the customer must return the gift when returning products that reduce the retained order below that amount.

Promotional codes, one-time coupons and expired offers may not be reinstated after a return.

21. Partial returns from jewellery sets

A jewellery set must generally be returned in full.

Individual components of a set cannot ordinarily be returned separately unless:

Only one component was delivered damaged or defective; and
Manvaya Jewels approves a component-level replacement or remedy.

The refund value of an individual component may not equal a proportional share of the set price.

22. Damaged or defective products

A product will not ordinarily be treated as defective merely because of:

Slight handcrafted variation
Minor differences in colour caused by lighting or screen settings
Natural variation in oxidised finishing
Minor tolerance in product measurements
A customer’s subjective preference
Normal oxidation or tarnishing over time
Damage caused by perfume, moisture, cosmetics or chemicals
Improper storage
Accidental impact, pulling or bending
Normal wear and tear

Where the product has a genuine manufacturing defect that was present at delivery, we will offer an appropriate remedy in accordance with this Policy and applicable law.

23. Tarnishing and product care

Fashion and oxidised jewellery may change in appearance over time depending on use, skin chemistry, humidity, storage and exposure to substances such as:

Water
Sweat
Perfume
Deodorant
Lotion
Cosmetics
Cleaning agents
Household chemicals

Tarnishing or finish deterioration caused by ordinary wear, poor storage or chemical exposure is not automatically considered a manufacturing defect.

Customers should follow the care instructions supplied on the product page or with the order.

24. Products that fail inspection

A returned product may be rejected where:

It is not the product originally supplied
It has been worn or used
Parts or components are missing
It has been intentionally damaged
It was altered, repaired or modified
The return request contained misleading information
It was damaged after delivery
It does not satisfy the eligibility conditions
It was sent without approval and cannot be linked to an order

If a return is rejected, the customer will be informed of the reason.

Where requested, the rejected product may be shipped back to the customer after payment of the applicable delivery charge. If the customer does not provide instructions or pay the required charge within 30 days, the product may be treated in accordance with applicable law after reasonable notice.

25. Lost return shipments

Where Manvaya Jewels arranges the approved reverse pickup, we will coordinate with the courier if the parcel is lost in return transit.

Where the customer self-ships without using the instructed or approved method, the customer should raise the claim with the courier. Manvaya Jewels cannot complete a refund until the parcel is received or the claim is otherwise verified.

26. Return abuse and fraudulent claims

Manvaya Jewels may investigate circumstances suggesting:

Product substitution
Repeated false damage claims
Use of products before return
Deliberate product damage
Manipulated photographs or videos
Excessive or abusive return activity
Chargeback misuse
Refusal to return the original product after receiving a replacement

Where credible evidence of fraud or abuse exists, Manvaya Jewels may reject the claim, restrict certain payment methods, suspend future direct orders or take appropriate legal action, subject to applicable law.

A genuine consumer complaint will not be rejected merely because the customer has previously returned another order.

27. Order cancellations

Requests made before dispatch are governed by the separate Cancellation Policy.

Once an order has been dispatched, cancellation may no longer be possible. After delivery, eligibility will be assessed under this Return, Exchange & Refund Policy.

28. Marketplace orders

For purchases made through Amazon, Flipkart, Myntra, Meesho or another third-party marketplace:

The request should ordinarily be raised through the marketplace account.
Marketplace timelines and procedures may apply.
Any remedy provided directly by Manvaya Jewels will be coordinated with the marketplace where necessary.
A customer cannot receive duplicate refunds from both the marketplace and Manvaya Jewels.

29. Exhibitions and physical-sale purchases

Products purchased at an exhibition, pop-up or physical event may be exchanged only in accordance with the terms communicated at the point of sale.

Unless defective, physically purchased products may not qualify for change-of-mind returns where the customer had an opportunity to inspect and try the product before purchase.

This does not affect remedies available for defective, wrong or materially misrepresented products.

30. Grievance escalation

If you are dissatisfied with the resolution offered by customer support, you may escalate the matter to:

Grievance Officer: Vishal Saklani
Designation: Proprietor and Grievance Officer
Email: care@manvayajewels.com
Phone: +91 98765 43211
Address: Shop No. 36, Indirapuram, Ghaziabad, Uttar Pradesh – 210001, India

Please write “Grievance Escalation – Order [Order Number]” in the subject line.

We aim to acknowledge a grievance within 48 hours and resolve it within 30 days, depending on the nature and complexity of the matter.

31. Statutory rights

This Policy is intended to provide clear procedures for returns, exchanges and refunds. It does not exclude, restrict or override any non-waivable right or remedy available to a consumer under applicable Indian law.

The Consumer Protection Act, 2019 establishes the national framework for consumer protection, including remedies concerning defective goods, deficient services, unfair trade practices and product liability.

32. Changes to this Policy

Manvaya Jewels may update this Policy to reflect changes in its operations, products, delivery arrangements or legal obligations.

The version applicable to an order will generally be the version displayed at the time the order was placed, except where a change is required by law or is more favourable to the customer.

33. Contact us

For return, exchange or refund assistance:

Manvaya Jewels
Sole proprietorship of Vishal Saklani
Shop No. 36, Indirapuram
Ghaziabad, Uttar Pradesh – 210001
India

Email: care@manvayajewels.com
Phone/WhatsApp: +91 98765 43211
Hours: Monday–Saturday, 11:00 AM–8:00 PM IST