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Our policy at a glance
We offer eligible exchanges requested within three calendar days of delivery, free arranged reverse shipping and refunds for the grounds described below. We do not offer a general change-of-mind refund. All statutory consumer remedies remain available.
Contact care@zilverix.com or WhatsApp +91 9110750187 with your order number and the issue. You can submit a request at any time; support operates Monday to Saturday, 10:00 am–5:00 pm IST.
Cancelling an order
Request cancellation within six hours of purchase, before processing begins and before courier handover. Processing may begin before the six-hour period ends. Your request is assessed using its email or WhatsApp receipt time, not the time we reply.
There is no cancellation fee for an accepted cancellation. We initiate a refund of the amount already paid within two business days after confirming cancellation. For a COD order where only the ₹200 advance was paid, the refund is ₹200; no delivery balance is payable. If we cannot fulfil an order, we cancel it and refund the amount collected for the cancelled goods without a fee.
Once processing or dispatch prevents voluntary cancellation, the applicable return and exchange rules apply. Remedies for a failure to supply the agreed goods are unaffected.
Refunds for product or delivery problems
A refund or an appropriate replacement is available where an item is damaged, defective, missing from the delivered parcel, different from the item ordered, supplied in a different size from the confirmed order, or materially inconsistent with the advertised or agreed description. We also address non-delivery and any other refund entitlement under applicable law.
Where a refund is due, a replacement is an option only with your agreement. You are not required to accept store credit. For late delivery, remedies under applicable law apply, including the applicable exception for delay caused by force majeure. We will not retain payment for an order we cannot fulfil.
Please report apparent damage, shortages or a wrong item as soon as possible, preferably within three calendar days of delivery, so we can investigate promptly. This requested reporting period does not extinguish legal remedies or exclude a defect discovered later.
Size problems and voluntary exchanges
If we mistakenly supply a size different from your confirmed order, you may request a refund or, if you prefer, an exchange for the ordered size. We arrange the return at no charge. The product-problem remedies above apply.
If we supply the size you ordered but you would prefer another size, an eligible unused item may be exchanged within three calendar days of delivery; we do not offer a refund solely for that fit or size-selection issue. Three calendar days means 72 hours from delivery. The parcel need not reach us within those 72 hours; the request must reach us on time.
You may also request a voluntary exchange of an eligible item within that period. The item must be unworn apart from a reasonable fit check, unaltered and undamaged, with its original tags, packaging, authenticity card and included accessories. Please do not wear, resize or modify an item you intend to exchange.
Ear studs and earrings are excluded from voluntary exchanges and refunds based only on fit or preference, for hygiene reasons. This exclusion does not apply when the goods are damaged, defective, wrong or otherwise fail to match the order or description.
Exchanges depend on availability. If we supplied the wrong size and cannot provide the correct replacement, we offer a refund. For a voluntary exchange where the ordered item was supplied correctly, we confirm available alternatives before arranging collection. If none is suitable, you may keep the original item; replacement unavailability does not create a general fit-related refund right. An agreed higher-priced alternative requires payment of the difference; we refund a lower price difference. We do not require store credit in place of a refund you are entitled to receive.
Evidence for a claim
We strongly recommend recording one continuous, unedited video from opening the sealed parcel through inspection of its contents. If you have recorded one, please share it for a damage or missing-item claim.
An unboxing video helps the investigation, but absence of a video does not automatically invalidate a genuine claim or remove your legal rights. We also consider photographs, the order record, packaging, shipping labels, courier information and other reasonable evidence.
Keep the packaging and affected item where reasonably possible. For a statutory defect or non-conformity claim, the voluntary exchange requirements about unused condition, tags and packaging are not automatic grounds for rejection. Do not send unrelated personal information in a photograph or video.
Collection and return shipping
Contact us first so we can register the request, confirm the appropriate next step and arrange free reverse shipping. We cover arranged reverse shipping for accepted returns and exchanges within India.
Where reverse pickup is unavailable, we will agree a return method with you in advance and cover the agreed reasonable return cost. Do not dispatch a parcel using an unagreed method without contacting us. This coordination requirement does not remove a valid consumer remedy.
Pack the jewellery securely and include the order reference. Where an entire order is returned, include any associated free items that were supplied with it where reasonably available. We will not require you to return an item that was never supplied. For a missing item or non-delivery, any refund is based on verification of that issue rather than receipt of a nonexistent return.
Returns address: ZILVERIX, Sana Jewellers, Shop No. 1/162, Main Bazar, Gandhi Chowk, Nandyal, Andhra Pradesh 518501, India.
Inspection and processing
We inspect received returns promptly and explain the decision. Once the return has been received and the quality inspection confirms eligibility, we initiate the refund or exchange within two business days. We do not delay inspection or verification unreasonably.
For an approved cancellation, missing-item claim, non-delivery claim or another case where no return is required, we initiate the refund within two business days of approval. Where appropriate, an agreed replacement follows the same processing target.
An exchange being initiated means that replacement processing has started; it does not mean the replacement has already been delivered. We provide dispatch information and the expected delivery schedule.
Refund method and credit time
Full prepaid payments and online COD advances are refunded to their original payment source through the payment provider. The portion actually collected on delivery is refunded by UPI or bank transfer to details supplied and reasonably verified for the purchaser or an authorised recipient. We request these details only when needed. We never ask for a UPI PIN, OTP, card PIN or CVV to make a refund.
For an eligible full refund of a delivered ₹2,000 order paid as ₹200 online and ₹1,800 on delivery, we return ₹200 to the original online source and ₹1,800 by UPI or bank transfer. We refund only amounts actually paid and explain the allocation for any partial refund. An advance is not automatically forfeited merely because it was paid for a COD order.
For an eligible full refund, we refund the amount actually paid for the returned or undelivered goods, including applicable taxes. For a partial refund, we explain the calculation using the order’s prices and discounts. We do not deduct a payment-gateway fee or impose a restocking fee for an eligible refund under this policy.
Refund initiation and receipt are different stages. Razorpay’s normal refunds may take 7–10 business days after initiation to appear, depending on the original payment method and the bank. A COD UPI or bank-transfer refund is initiated within our two-business-day target after approval and verification; the receiving bank determines the final credit time. We provide a transaction reference when available and help trace a delayed refund.
If a refund has not arrived within the communicated period, contact us with your order and refund reference. Do not share a full bank statement unless a limited, redacted extract is needed to resolve the issue.
Consumer rights and complaints
“Business days” for our internal processing means Monday to Saturday, excluding public holidays observed at our Nandyal fulfilment centre. Banks and payment providers may follow different working calendars. The three-day voluntary request period is measured in calendar days.
Contact Badesab Azbin Rabi, Proprietor and Grievance Redressal Officer, at care@zilverix.com or WhatsApp +91 9110750187 if you disagree with a decision. We provide a complaint reference and recorded copy, acknowledge within 48 hours and redress within one month. Our policy does not shorten any statutory right or prevent access to a competent consumer forum.