Refund policy
Effective Date: September 11, 2026
At Juvella Jewellery, we are committed to providing our customers with quality jewellery products and a smooth shopping experience. We carefully inspect our products before dispatch and take appropriate measures to ensure that your order reaches you safely and in good condition.
This Return and Refund Policy explains the terms and conditions applicable to returns, replacements, refunds, damaged products, incorrect items, and other order-related concerns when purchasing from juvellajewellery.com.
By placing an order on our website, you acknowledge and agree to the terms mentioned in this policy.
1. Store Information
Website: juvellajewellery.com
Email: juvellajewellery@gmail.com
Phone: 9874702207
Business Category: Jewellery
Address: 2/112 Mahesh Colony, Serampore, Hooghly, West Bengal – 712202, India
GST No.: 19EFMPS4903B1ZA
For any return, replacement, or refund-related assistance, customers may contact us using the above contact details.
2. Eligibility for Returns
We generally accept return or replacement requests only when the product received by the customer is:
- Damaged or defective upon delivery.
- Different from the product ordered.
- Missing essential components or accessories, where applicable.
- Incorrect in terms of the ordered variant, size, colour, or design, where the incorrect item was sent by us.
- Significantly different from the product description due to an error on our part.
The product must be returned in its original condition and packaging, subject to the conditions described below.
Jewellery products can be delicate. Therefore, customers are requested to handle the product carefully after delivery and before deciding whether to return it.
3. Return Time Period
Customers should inspect their order immediately after receiving it.
A return, replacement, or damage complaint should generally be submitted within 48 hours of delivery.
Requests submitted after the applicable return window may not be accepted unless the issue is specifically approved by Juvella Jewellery.
To initiate a return or replacement request, customers should contact:
Email: juvellajewellery@gmail.com
Phone: 9874702207
When contacting us, please provide your order number and relevant details about the issue.
4. Unboxing Video Requirement
For jewellery orders, customers are strongly advised to record a continuous unboxing video when opening the package.
The video should clearly show:
- The unopened outer package.
- The shipping label.
- The condition of the package.
- The process of opening the package.
- The jewellery product and its packaging.
- Any visible damage, missing item, or incorrect product.
An unboxing video can help us investigate claims relating to damaged, missing, or incorrect products.
If a product is reported as damaged or incomplete without sufficient evidence, Juvella Jewellery may request additional information before approving a return, replacement, or refund.
5. Conditions for Accepting a Return
To qualify for an approved return, the product should generally meet the following requirements:
- The item must be unused and unworn.
- The product must be returned in its original condition.
- Original packaging should be retained.
- Any tags, labels, certificates, cards, or accessories supplied with the product should be included, where applicable.
- The product must not show signs of intentional or accidental damage caused after delivery.
- The item must not have been altered, repaired, resized, polished, or modified by the customer or a third party.
- The return request must be raised within the applicable return period.
- The customer must provide the order details required for verification.
Products that do not satisfy these conditions may be rejected for return.
6. Non-Returnable Situations
A return or refund may not be accepted in situations including, but not limited to:
- Change of mind after placing an order.
- Personal preference regarding the appearance of the jewellery.
- Minor variations in colour caused by different screen settings or lighting conditions.
- Damage caused by improper handling, storage, cleaning, or usage.
- Scratches or damage occurring after delivery.
- Products that have been worn or used.
- Products that have been modified, resized, repaired, or altered.
- Products returned without original packaging where such packaging is necessary for verification.
- Products returned after the applicable return period.
- Products damaged due to perfume, chemicals, cosmetics, moisture, or improper storage.
- Products where tags or important packaging components have been intentionally removed or discarded.
- Returns that do not comply with the conditions communicated by our customer support team.
We reserve the right to inspect returned products before approving a return or refund.
7. Damaged Products
We take care to pack jewellery securely before dispatch. However, damage may occasionally occur during transportation.
If you receive a damaged product, please contact us as soon as possible, preferably within 48 hours of delivery.
Please provide:
- Order number.
- Customer name.
- Contact number.
- Photographs of the outer package.
- Photographs of the product.
- A clear description of the damage.
- Unboxing video, if available.
After reviewing the submitted information, our team may approve a replacement, return, refund, or another suitable resolution.
Customers should not discard the damaged product or its packaging until the matter has been resolved.
8. Wrong or Incorrect Product
If you receive a product different from the one ordered, please contact us immediately.
For example, if the order contains an incorrect jewellery design, variant, size, colour, or quantity due to an error during order processing, we will review the complaint and, where applicable, arrange an appropriate replacement or refund.
The incorrect product should remain unused and should be kept with its original packaging until further instructions are provided.
9. Missing Items
If any item appears to be missing from your package, please contact us promptly.
We may request photographs, an unboxing video, packaging details, order information, or other reasonable evidence to investigate the matter.
After verification, we may provide the missing item, replacement, refund, or another suitable resolution depending on the circumstances.
10. Return Approval Process
Submitting a return request does not automatically mean that the return has been approved.
Once we receive your request, our customer support team may review:
- Order details.
- Product information.
- Delivery date.
- Reason for return.
- Photographs and videos.
- Product condition.
- Packaging condition.
- Other relevant information.
If the return is approved, we will provide instructions regarding the return process.
Customers should not send products to an address other than the address specifically provided by Juvella Jewellery for the approved return.
11. Return Shipping
Where the return is required because of an error attributable to Juvella Jewellery, such as an incorrect product or an eligible damaged product, we may provide an appropriate return solution after verification.
For returns requested for reasons not covered under this policy, return shipping may be the customer's responsibility, if such a return is approved.
Return shipping arrangements and costs may vary depending on the nature of the issue and the product involved.
Customers should wait for return instructions from our support team before dispatching any product.
12. Refund Process
If a refund is approved, it will be initiated after the returned product has been received and inspected, where applicable.
The refund amount may depend on:
- The reason for the return.
- The condition of the returned product.
- The original order amount.
- Applicable shipping charges.
- Any other applicable deductions permitted under the circumstances.
Refunds will generally be processed to the original payment method where technically possible.
For Cash on Delivery orders, additional information may be requested to process an eligible refund through an appropriate payment method.
13. Refund Processing Time
Once a refund has been approved and initiated, the time required for the amount to appear in the customer's account may vary depending on the payment provider, bank, card issuer, or other financial institution.
Juvella Jewellery is not responsible for delays caused by banks, payment gateways, card issuers, or other third-party financial institutions after the refund has been successfully initiated from our side.
Customers should allow reasonable processing time before contacting us regarding a pending refund.
14. Cancellation Policy
Customers may request cancellation of an order before the order has been processed or shipped.
Once an order has been dispatched, cancellation may no longer be possible.
To request cancellation, contact us as quickly as possible using:
Email: juvellajewellery@gmail.com
Phone: 9874702207
Cancellation requests will be reviewed based on the current status of the order.
If an eligible prepaid order is successfully cancelled, the applicable refund will be processed according to our refund procedure.
15. Refused or Undelivered Orders
If an order is returned to us because the customer refused delivery, provided an incorrect address, was unavailable for delivery, or failed to receive the package, the order may not automatically qualify for a full refund.
Any refund or re-shipment in such cases will be evaluated based on the circumstances of the order.
Additional shipping or handling costs may apply where a customer requests re-shipment after an unsuccessful delivery.
16. Exchange or Replacement
Where an eligible product has been received damaged, defective, or incorrectly supplied, Juvella Jewellery may offer a replacement or exchange subject to product availability.
If the same product is unavailable, we may offer an alternative resolution, including a refund, where appropriate.
Replacement products are subject to availability and quality verification.
17. Jewellery Care and Product Damage
Customers should take reasonable care of jewellery after delivery.
To maintain the condition of jewellery, customers should generally avoid:
- Direct contact with perfumes and strong cosmetics.
- Harsh chemicals and cleaning agents.
- Excessive moisture.
- Prolonged exposure to water.
- Rough handling.
- Improper storage.
- Contact with abrasive surfaces.
Damage caused by normal wear and tear, accidental impact, improper storage, chemical exposure, or misuse may not qualify for return or refund.
18. Product Appearance and Colour Variation
Jewellery may appear slightly different from photographs displayed on the website because of lighting conditions, photography, screen settings, device displays, and other technical factors.
Minor differences in colour, shine, texture, or visual appearance that do not represent a material product error may not qualify as a valid reason for return.
We make reasonable efforts to display product information and photographs as accurately as possible.
19. Promotional and Discounted Products
Products purchased during promotional offers, special discounts, clearance campaigns, or other promotional events may be subject to additional return conditions.
Where special return or refund terms apply to a particular offer, those terms may take precedence over the general provisions of this policy to the extent permitted by applicable law.
Customers should review the offer conditions before completing a purchase.
20. Fraudulent or Abusive Return Requests
Juvella Jewellery reserves the right to investigate suspicious, fraudulent, repeated, or abusive return claims.
A return or refund request may be rejected if there is reasonable evidence of:
- Product misuse.
- Product substitution.
- False damage claims.
- Repeated unreasonable return requests.
- Manipulation of products or packaging.
- Fraudulent order or refund activity.
Where appropriate, we may restrict future orders or return privileges associated with abusive activity.
21. How to Contact Us for a Return or Refund
To request a return, replacement, or refund, please contact our customer support team with the following information:
Order Number:
Customer Name:
Registered Phone Number:
Email Address:
Reason for Return:
Photographs/Videos:
Description of the Issue:
Send your request to:
Juvella Jewellery
Email: juvellajewellery@gmail.com
Phone: 9874702207
Address: 2/112 Mahesh Colony, Serampore, Hooghly, West Bengal – 712202, India
GST No.: 19EFMPS4903B1ZA
Our team will review your request and communicate the next steps.
22. Policy Changes
Juvella Jewellery may update, modify, or revise this Return and Refund Policy from time to time to reflect changes in our business practices, products, services, legal requirements, or customer service procedures.
Any updated policy will be published on this page with the revised effective date.
Customers are encouraged to review this page periodically.
23. Customer Responsibility
Customers are responsible for providing accurate delivery information, checking the order after delivery, retaining relevant packaging, and contacting us within the applicable time period if there is a problem with the order.
Failure to follow the return instructions or applicable time limits may affect eligibility for a return, replacement, or refund.
24. Final Terms
Our goal is to resolve genuine product and order-related concerns fairly and efficiently. Every return or refund request may be reviewed based on the individual circumstances of the order and the requirements of this policy.
Nothing in this policy is intended to limit any rights or remedies that customers may have under applicable Indian consumer protection laws.
For any questions regarding this Return and Refund Policy, please contact us before sending a product back.
Juvella Jewellery
Website: juvellajewellery.com
Email: juvellajewellery@gmail.com
Phone: 9874702207
Address: 2/112 Mahesh Colony, Serampore, Hooghly, West Bengal – 712202, India
GST No.: 19EFMPS4903B1ZA
Thank you for choosing Juvella Jewellery.