At Zilverix, we take care to deliver premium 925 sterling silver jewellery with proper finishing, secure packaging, and quality checks before dispatch. Since jewellery is a personal-use product and many items are hygiene-sensitive, we follow a strict exchange, replacement, and cancellation policy.
Please read this policy carefully before placing an order. By purchasing from Zilverix, you agree to the terms mentioned below.
2. No Return Policy
Zilverix does not offer general returns once a product has been delivered.
We do not accept returns for reasons such as change of mind, personal preference, size/style preference after delivery, minor shade variation due to lighting/screen display, or customer not liking the product after receiving it.
Because jewellery is a personal wear item, we reserve the right to refuse return requests that do not meet our eligibility conditions.
3. Exchange and Replacement Eligibility
We may offer an exchange or replacement only in eligible cases, such as:
You received a damaged product.
You received a wrong product.
You received an incorrect size or variant compared to your confirmed order.
A product is missing from the package, subject to verification.
There is a clear manufacturing defect, subject to inspection and approval by Zilverix.
Exchange or replacement is not automatic. Every request will be reviewed by our team after checking the customer’s complaint, order details, product condition, and required proof.
4. Time Limit to Raise Exchange or Replacement Request
Customers must raise an exchange or replacement request within 24 hours of delivery.
Requests raised after 24 hours of delivery may not be accepted.
To raise a request, contact us at:
Email: care@zilverix.com
WhatsApp: 8978692108
Please include:
Order ID
Customer name
Registered phone number
Clear description of the issue
Clear photos of the product
Mandatory unboxing video, where applicable
5. Exchange Window
Once an exchange or replacement request is approved by Zilverix, the product must reach us within 8 to 10 days from the date of delivery, unless otherwise approved by our support team.
If the product does not reach us within the given timeline, the request may be cancelled.
6. Mandatory Unboxing Video for Damage, Missing, or Wrong Product Claims
For any claim related to damaged product, wrong product, missing item, tampered package, or defective item, a proper unboxing video is mandatory.
The unboxing video must:
Start before opening the package.
Clearly show the sealed package from all sides.
Show the shipping label clearly.
Show the complete opening of the package.
Show all items received inside the package.
Be continuous, without cuts, pauses, edits, or breaks.
Clearly show the damage, missing item, or wrong item being claimed.
Claims without a valid unboxing video may be rejected.
7. Product Condition Required for Exchange
To qualify for exchange or replacement, the product must be:
Unused.
Unworn.
Unwashed.
Undamaged by the customer.
Free from scratches, dents, breakage, stains, fragrance, sweat marks, chemical exposure, or signs of rough use.
Returned with original packaging, jewellery box or pouch, authenticity card/certificate, polishing cloth, tags, invoices, and any accessories received with the order.
If the returned product fails our quality check, the exchange or replacement may be rejected and the product may be sent back to the customer. In such cases, shipping charges may be borne by the customer.
8. Non-Exchangeable Products
For hygiene, safety, and business reasons, the following products are not eligible for exchange or replacement unless they are received damaged or wrong and the issue is reported within the required timeline with valid proof:
Nose pins.
Earrings.
Toe rings.
Anklets, where hygiene concerns apply.
Body-piercing or intimate jewellery.
Customized, altered, or modified products, if introduced in the future.
Products purchased during sale, clearance, festive discount, special offer, or promotional campaign.
Gift cards, vouchers, or store credits, if introduced in the future.
Products damaged due to customer handling, water, perfume, sweat, chemicals, rough usage, or improper storage.
9. Sale and Discounted Products
Products purchased under sale, discount, clearance, promotional offer, coupon campaign, or special pricing are not eligible for return, exchange, or refund unless the customer receives a wrong or damaged product and reports it within 24 hours with a valid unboxing video.
10. Exchange Shipping Charges
Return shipping or exchange shipping charges may be paid by either the customer or Zilverix depending on the situation.
If the issue is due to Zilverix, such as wrong product or verified damaged product, Zilverix may bear the shipping cost or arrange pickup where serviceable.
If the exchange is due to customer preference, size selection, address issue, refusal of delivery, or any reason not caused by Zilverix, the customer may be required to pay shipping or reverse logistics charges.
Final decision regarding shipping charges will be made by Zilverix after reviewing the case.
11. Replacement Instead of Refund
Zilverix primarily provides replacement or exchange for eligible cases.
Delivered products are generally not refundable.
Refunds may be issued only in specific cases such as:
Order cancelled before shipping.
Product unavailable after payment.
Payment failure where amount was deducted.
Approved exceptional case at the sole discretion of Zilverix.
Any situation where replacement is not possible and Zilverix approves refund.
12. Refund Timeline
If a refund is approved by Zilverix, it will be processed to the original payment method within 7 to 10 working days, subject to payment gateway, bank, or wallet processing timelines.
Zilverix will not be responsible for delays caused by banks, payment gateways, wallet providers, or third-party financial institutions.
13. Order Cancellation Before Shipping
Customers may request order cancellation within 6 hours of placing the order, provided the order has not been shipped.
To request cancellation, contact:
Email: care@zilverix.com
WhatsApp: 8978692108
Cancellation requests made after dispatch will not be accepted.
14. Cancellation After Shipping
Once the order is shipped, it cannot be cancelled.
If the customer refuses delivery, provides an incorrect address, remains unavailable, or cancels after shipping, the order may be returned to Zilverix. In such cases, shipping, reverse logistics, handling, or other applicable charges may be deducted where applicable.
15. Prepaid Order Cancellation
If a prepaid order is cancelled before shipping and the cancellation request is approved, the eligible amount will be refunded to the original payment method within the applicable refund timeline.
16. Cash on Delivery
Cash on Delivery is currently not available at Zilverix.
If COD is introduced in the future, Zilverix may apply additional confirmation steps, charges, or cancellation conditions.
17. Quality Check Process
All returned products will go through quality inspection by Zilverix.
Exchange, replacement, or refund approval will depend on:
Product condition.
Customer complaint.
Unboxing video.
Packaging condition.
Signs of usage or damage.
Whether the issue is genuine and eligible under this policy.
Zilverix reserves the right to reject any request that does not meet policy conditions.
18. Contact for Exchange, Replacement, or Cancellation
Email: care@zilverix.com
Phone / WhatsApp: 8978692108
Support Hours: 10:00 AM to 5:00 PM