Refund policy

Return and Refund Policy

Last updated: September 21, 2026

At Essora Jewels, we carefully inspect and package every order before dispatch. Returns are accepted only when a customer receives a product that is damaged, defective, incorrect, or missing from the order.

We do not accept returns or refunds for change of mind, personal preference, or customer ordering errors.

Return-Request Period

Customers must report a damaged, defective, incorrect, or missing item within 3 calendar days of delivery.

Requests made after 3 calendar days may not be accepted unless otherwise required under applicable consumer-protection law.

Eligible Return Reasons

A return, replacement, or refund request may be accepted when:

  • The product arrives damaged.

  • The product has a manufacturing defect.

  • The customer receives a different product from the one ordered.

  • An item included in the confirmed order is missing.

  • The product received does not match the confirmed order details.

Return Conditions

To qualify for a return or replacement:

  • The product must be unused, unworn, and in its original condition.

  • The product must include its original packaging, tags, accessories, and invoice, where applicable.

  • The customer must contact us within 3 calendar days of delivery.

  • The customer must provide the order number and clear photographs showing the product and issue.

  • Photographs of the outer packaging and shipping label may also be required.

  • A parcel-opening video should be provided where reasonably available, especially for damaged, incorrect, or missing-item claims.

Do not send a product back before receiving approval and return instructions from Essora Jewels.

Non-Returnable Situations

Returns and refunds will not normally be accepted for:

  • Change of mind or personal preference.

  • Ordering the wrong product, design, colour, or size.

  • Minor colour differences caused by lighting, photography, or screen settings.

  • Normal wear and tear.

  • Tarnishing, scratches, breakage, or damage caused by misuse, improper storage, exposure to water, perfumes, chemicals, or failure to follow jewellery-care instructions.

  • Products that have been worn, used, altered, repaired, washed, or damaged after delivery.

  • Products returned without their original packaging, tags, or accessories.

  • Customised, personalised, or made-to-order products, except when received damaged, defective, or incorrect.

  • Earrings and other hygiene-sensitive jewellery after use, except when received damaged, defective, or incorrect.

  • Requests submitted more than 3 calendar days after delivery.

Nothing in this policy limits customer rights that cannot legally be excluded under applicable consumer-protection law.

How to Request a Return

Contact us within 3 calendar days of delivery:

Please provide:

  • Customer name

  • Order number

  • Product name

  • Description of the issue

  • Clear photographs of the product

  • Photographs of the packaging and shipping label

  • Parcel-opening video, where reasonably available

We will normally review and respond to the request within 2–3 business days.

Return Approval and Shipping

If the request is approved, we will provide return instructions or arrange a reverse pickup where available.

For an approved damaged, defective, or incorrect-product claim, Essora Jewels will bear the reasonable return-shipping cost.

Products returned without prior approval may not be accepted.

Inspection and Resolution

Returned products will normally be inspected within 2–3 business days after reaching us.

Following approval, the customer may be offered:

  • A replacement of the same product, subject to availability;

  • Another product agreed upon with the customer; or

  • A refund to the original payment method.

If a suitable replacement is unavailable, an approved refund will be issued.

Refund Method and Timeline

Approved refunds will be issued to the original payment method used for the order.

Essora Jewels will initiate the refund within 5–7 business days after approving the returned product or confirming that a missing item qualifies for a refund.

After the refund is initiated, the bank, card issuer, UPI provider, or payment gateway may require additional time to credit the amount. This additional processing time is controlled by the relevant financial institution.

Late or Missing Refunds

If an approved refund has not appeared after the stated period:

  1. Check your bank account, card statement, or UPI account.

  2. Contact your bank, card issuer, or payment provider.

  3. Contact Essora Jewels with your order number and refund details for further assistance.

Exchanges

Exchanges are available only for approved claims involving damaged, defective, or incorrect products and are subject to product availability.

We do not offer exchanges for change of mind, personal preference, or customer ordering errors.

Order Cancellations

Order cancellations are governed by our separate Cancellation Policy. Once an order has been packed or dispatched, it may no longer be eligible for cancellation.

Contact Information

For return, replacement, or refund assistance, contact us:

  • Legal Business Name: Vishnu K. S.

  • Trade Name: Essora Jewels

  • Website: https://essorajewels.com

  • Support Email: essorajewels@gmail.com

  • Phone Number / WhatsApp: +91 99950 72159

  • Business Address: Karoth House, Engandiyur P.O., Thrissur, Kerala – 680615, India

This website is owned and operated by Vishnu K. S., trading as Essora Jewels.