Return, Refund and Exchange Policy

At Jelvi, every product is carefully inspected and undergoes quality checks before being packed and dispatched. Our jewellery is crafted with attention to detail, and slight variations in colour, finish, texture, stones, or design may occur due to lighting, photography, manufacturing processes, or the nature of the product. Such minor variations are not considered defects.

To maintain hygiene, product quality, and customer safety, all purchases made on our website are final. We do not accept returns, refunds, or exchanges except in the specific circumstances mentioned below.

No Return, No Refund and No Exchange

We do not accept returns, refunds, or exchanges for:

• Change of mind or personal preference.

• Product not matching personal expectations.

• Incorrect selection of product, design, size, colour, or style.

• Jewellery that is not liked after delivery.

• Minor variations in colour, finish, design, or appearance.

• Products that are not damaged or defective.

• Any reason other than an eligible damaged or incorrect product claim described below.

Once an order has been shipped, it cannot be cancelled, returned, refunded, or exchanged.

When Can You Raise a Claim?

A claim will only be considered in the following cases:

1. Product Damaged During Transit

If you receive a product that has been damaged during transit, you must notify us within 48 hours of receiving the order.

An unboxing/opening video is mandatory for all damaged-product claims.

The video must:

• Clearly show the unopened package before it is opened.

• Show the complete opening/unboxing process.

• Clearly show the product and the damage received.

• Be continuous and unedited.

You must also provide clear photographs of the damaged product and its packaging.

2. Incorrect Product Received

If you receive a product that is different from the product ordered, you must notify us within 48 hours of receiving the order.

An unboxing/opening video is mandatory for verification of an incorrect-product claim. Please also provide clear photographs of the product received, packaging, and order details.

Conditions for Damaged or Incorrect Product Claims

For an eligible claim:

• The claim must be reported within 48 hours of delivery.

• A valid and complete unboxing/opening video must be provided.

• Clear photographs of the product and packaging must be provided.

• The product must be unused and unworn.

• The original product packaging must be retained.

• Any barcode, tag, label, or identification attached to the product must remain intact, wherever applicable.

• Customers must not send the product back without receiving approval from Jelvi.

• The product may be required to be returned for quality inspection before a replacement or store credit is issued.

Claims submitted after 48 hours of delivery or without the required unboxing video may be rejected.

Quality Check and Approval

Once we receive your claim, our Quality Control Team will review the submitted photographs, unboxing video, product condition, packaging, and other relevant information.

Approval of a claim is subject to verification by our Quality Control Team.

Jelvi reserves the right to reject claims that do not meet the requirements of this policy or where the damage appears to have occurred after delivery, through improper handling, usage, storage, or wear.

If a product is required to be returned for inspection, we will provide further instructions after the claim is approved.

Resolution for Approved Claims

If the claim is approved:

For a damaged product: We will provide a replacement of the same product, subject to availability.

For an incorrect product: We will arrange for the correct product to be sent, subject to availability.

If the same product is unavailable, Jelvi may issue store credit instead of a cash refund.

Store credit will be issued as a coupon/credit code and will be valid for 3 months from the date of issuance.

No cash refund will be provided for an approved claim unless required by applicable law.

What Does Not Qualify for a Claim?

The following situations are not eligible for return, refund, or exchange:

• Change of mind or personal preference.

• Product not looking exactly like the customer's expectation.

• Minor differences in colour, finish, texture, or design.

• Differences caused by photography, lighting, screen settings, or display devices.

• Products that are used or worn.

• Products damaged after delivery due to improper handling or usage.

• Products returned without original packaging.

• Products with removed or damaged tags, labels, or barcodes, wherever applicable.

• Claims submitted more than 48 hours after delivery.

• Claims submitted without a valid unboxing/opening video.

• Products that are not faulty or damaged.

• Size, fit, styling, or design preference issues.

• Incorrect delivery address provided by the customer.

• Orders refused or rejected by the customer at the time of delivery.

• Orders returned due to the customer being unavailable to receive the shipment.

• Orders returned after multiple unsuccessful delivery attempts.

• Packages that are lost or returned due to an incorrect address or other customer-provided information.

• Any product for which the required evidence cannot be provided.

Order Cancellation

Orders can be cancelled only before they are shipped from our warehouse.

Once an order has been shipped, it cannot be cancelled, returned, refunded, or exchanged.

For eligible cancellations made before shipment, any applicable refund will be processed to the original payment method after deduction of applicable payment gateway or other charges, if any.

Delivery and Transit

Customers are responsible for providing a complete and accurate delivery address and contact information at the time of placing an order.

Jelvi is not responsible for delays or failed deliveries caused by an incorrect address, incomplete address, customer unavailability, refusal to accept the package, or repeated failed delivery attempts.

If a package is returned to us because of such circumstances, any re-shipping may be subject to additional shipping charges.

Jewellery Variations

Jelvi products may have minor variations in colour, finish, texture, stone placement, or appearance. These variations may occur due to the manufacturing process, product photography, lighting conditions, or differences between individual pieces.

Such minor variations are considered normal characteristics of the product and do not qualify for return, refund, or exchange.

Important

Please record a complete unboxing/opening video while opening your package. This video is mandatory for any claim relating to a damaged or incorrect product.

We strongly recommend that you do not discard the outer packaging until you have confirmed that your order has been received correctly and in good condition.

By placing an order on the Jelvi website, you acknowledge and agree to this No Return, No Refund and No Exchange Policy.

For any questions or eligible claims, please contact us at support@thejelvi.com within 48 hours of receiving your order.