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Neershay
Neershay
Legal · Returns

Refund & Cancellation Policy

At Neershay, we want you to be completely satisfied with your jewellery purchase. This policy outlines our procedures for returns, refunds, and cancellations. Please read it carefully before making your purchase.

This policy applies to all purchases made through our website and physical store locations.

Cancellation Policy

Order Cancellation

You may cancel your order within 24 hours of placement, provided the order has not yet entered the production or shipping process.

To cancel your order, please contact our customer service team immediately using the contact information provided below.

Custom and Personalized Items

Once custom or personalized jewellery production has begun, orders cannot be cancelled. This includes items with:

  • Engraving or personalized inscriptions
  • Custom gemstone selections
  • Bespoke designs or modifications
  • Special sizing requirements

Partially Processed Orders

If your order has been processed but not shipped, we may be able to cancel it, though this is not guaranteed. A cancellation fee may apply depending on the stage of processing.

Return Policy

Eligibility for Returns

Items may be returned within 14 days of delivery, provided they meet the following conditions:

  • Item is in original, unused condition
  • Original packaging and all documentation are included
  • Proof of purchase is provided
  • Item has not been altered, resized, or damaged

Non-Returnable Items

The following items cannot be returned or exchanged:

  • Custom-made or personalized jewellery
  • Engraved items with personal messages
  • Jewellery that has been sized or altered
  • Items damaged by the customer
  • Items returned after the 14-day period

Return Process

To initiate a return, please follow these steps:

  1. Contact our customer service team within 14 days of delivery
  2. Provide your order number and reason for return
  3. Receive a return authorization number
  4. Package the item securely with all original materials
  5. Ship the item using a tracked shipping method
  6. Retain proof of shipment until the return is processed

Refund Policy

Refund Processing Time

Once we receive and inspect your returned item, refunds will be processed within 5–7 business days to your original payment method.

Refund Amount

Refunds are issued for the full purchase price of the eligible item, excluding:

  • Original shipping costs
  • Return shipping costs (unless the return is due to our error)
  • Any applicable restocking fees (typically 10–15% for non-defective returns)

Refund Methods

Refunds are processed using the original payment method:

  • Credit/Debit cards: 5–10 business days to appear on your statement
  • PayPal: Instant to your PayPal account, 3–5 business days to transfer to bank
  • Bank transfers: 7–10 business days

Exchange Policy

Exchange Options

If you're not completely satisfied with your purchase, you may exchange it for a different item of equal or greater value within 14 days of delivery.

Exchange Process

To exchange an item:

  1. Contact customer service to initiate the exchange
  2. Select your replacement item
  3. Pay any difference in price (if applicable)
  4. Return the original item following the return process
  5. Receive your replacement item once the return is processed

Exchange Restrictions

Exchanges are subject to availability of the replacement item. Custom items cannot be exchanged for different custom items.

Damaged or Defective Items

Inspection Upon Delivery

Please inspect your jewellery immediately upon delivery. If you receive a damaged or defective item, contact us within 48 hours.

Replacement Process

For damaged or defective items:

  • Take clear photos of the damage or defect
  • Contact customer service with photos and order details
  • We will arrange for a replacement at no additional cost
  • Return the damaged item using our prepaid shipping label

Manufacturing Defects

Jewellery with manufacturing defects covered under warranty will be repaired or replaced at our discretion. This includes issues with:

  • Stone settings or prongs
  • Metalwork or soldering
  • Plating or finishing issues
  • Functional defects (clasps, hinges, etc.)

Jewellery Care and Wear

Normal wear and tear is not covered under our refund policy. This includes:

  • Scratches, nicks, or dents from normal use
  • Tarnishing or discoloration over time
  • Stone wear or surface abrasions
  • Stretching or wear of chains

Proper care and maintenance are the responsibility of the owner. We provide care instructions with each purchase.

Special Considerations

Valuable Items

Items valued over ₹1,00,000 may require additional verification and may have different return procedures. Please contact us for specific instructions.

Gift Purchases

If the item was purchased as a gift, the original purchaser must initiate any returns or exchanges. Gift receipts can be used in place of original purchase receipts.

International Orders

International returns may be subject to customs duties and import taxes, which are non-refundable. Customers are responsible for return shipping costs unless the return is due to our error.

Contact Us

If you have any questions about our Refund and Cancellation Policy, please contact our customer service team:

  • Email: returns@neershay.com
  • Phone: [Your Phone Number]
  • Address: [Your Business Address]
  • Business Hours: [Your Business Hours]

Our customer service team will respond to your inquiry within 24–48 business hours.

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