Return & Replacement Policy

What This Policy Covers

Zevirah does not accept returns for change of mind, sizing preference, or reasons unrelated to a defect or error on our part. Since jewelry can be worn, we cannot accept returns once an item has left its sealed packaging unless the item is genuinely damaged, defective, or not what you ordered.

Replacement is provided only in these three cases:

1. Non-delivered product
2. Wrong product delivered (different model, color, or design than ordered)
3. Damaged or defective product delivered

Please note: Zevirah’s resolution for all valid claims is replacement, not a cash refund. Details below.

1. Non-Delivered Product

• Orders are dispatched within 1-2 working days of order confirmation. Once dispatched, delivery takes 5-7 working days (metro cities on the faster end, non-metro/remote areas may take up to 8-9 days).
• If your order has not arrived 12-14 working days past the expected delivery date, contact us via [email protected] or WhatsApp/call +91 8178535315 to raise a non-delivery claim.
• We will investigate with the courier and reship your order once non-delivery is confirmed.

2. Wrong Product Delivered

• Applicable if the item received differs in model, design, color, or stone from what you ordered.
• Must be reported within 24 hours of delivery, with photos of the product, packaging, and shipping label.
• Item must be unused, unworn, and returned with all original tags and packaging intact.

3. Damaged or Defective Product

• Must be reported within 24 hours of delivery.
• A full unboxing video (unedited, uncut) showing the sealed package being opened is mandatory. Claims without this video will not be accepted.
• Item must be returned in its original packaging with the tamper-evident security seal intact (if broken, claim may be rejected unless the defect itself caused the seal to break).

Conditions — Claims Will NOT Be Accepted If:

1. The complaint is raised after 24 hours of delivery.
2. No unboxing video is provided for damage/defect claims.
3. The item shows signs of wear, use, resizing, or alteration.
4. The tamper-evident security seal or original tag is broken (for reasons unrelated to the defect claimed).
5. The order was not cancelled before dispatch.
6. The delivery address was incorrect and not corrected before dispatch.
7. The order was not received due to an incorrect address provided by the customer.

Return Shipping

• Return shipping costs are to be borne by the customer.
• We recommend using a trackable courier service. Zevirah is not responsible for items lost in transit during a return.
• Exception: if the claim is for a wrong product delivered due to our error, Zevirah will reimburse reasonable return shipping costs upon successful verification.

Resolution Process & Timeline

1. Once we receive the returned product and verify the claim, resolution will be provided as follows:

2. If the same item is out of stock or discontinued, the customer will be offered a replacement piece of equal or near-equal value, chosen from currently available stock.
3. Replacement will be dispatched within 5-7 working days of the claim being verified.
4. No cash refund is issued under this policy — resolution is provided by reshipment or replacement in all cases.

Order Cancellation

1. Orders can be cancelled anytime before dispatch, with a full refund of the amount paid.
2. Orders cannot be cancelled once dispatched — a resolution is then only possible under the Non-Delivery/Wrong Product/Damage terms above.
3. Orders cannot be cancelled before the product’s launch/pre-order date, if applicable.

Company-Initiated Cancellation

Zevirah reserves the right to cancel any order at its own discretion (e.g., stock unavailability, pricing error, suspected fraud) and issue a full refund, without providing a reason.

International Orders

1. Non-delivery claim window: Can be raised if the order has not arrived within 25 working days past the expected delivery date (longer than domestic, to account for customs and international transit delays via India Post/DTDC international services).
2. Damage/wrong item report window: Same as domestic — must be reported within 24 hours of delivery, with full unboxing video.
3. Resolution: Reshipment or replacement, as per the table above. If the exact item is unavailable, an equal or near-equal value item will be offered from available stock.
4. Physical return of item: For international orders below ₹8,000, Zevirah will process the replacement based on verified unboxing video/photo evidence alone — the item does not need to be shipped back, as return freight often exceeds the product’s value. For orders ₹8,000 and above, the item must be shipped back at the customer’s cost (including any customs/duty on the returned parcel) before a replacement is dispatched. Zevirah holds a valid IEC code and can legally receive returned international shipments.
5. Any customs duty, tax, or import charges on the original order are the customer’s responsibility and are non-refundable.
6. No cash refund is issued for international orders either — resolution is by reshipment/replacement only, as outlined above.

Contact Zevirah ✨

Whether you have a question about our 925 Silver collection, need help with sizing, or want to reach us about an order, our team in North West Delhi is here to help.

General Contact

• WhatsApp & Call: +91 8178535315 (Monday–Saturday, 10:00 AM–7:00 PM IST)
• Email: [email protected]
• Registered Office: AM 175, Shalimar Bagh, Delhi, Delhi 110088

Reporting a Non-Delivered, Wrong, or Damaged Item

If your order hasn’t arrived, arrived incorrect, or arrived damaged, please write to us at [email protected] with the subject line “CLAIM: [Order Number]”.

For damaged or defective items specifically:

1. Do not remove the tamper-evident security seal from the package.
2. Keep your continuous, unedited unboxing video ready — this is mandatory for all damage claims.
3. Include in your email:
   • The unboxing video (attached, or a Google Drive link if the file is large)
   • High-resolution photos of the outer packaging and the security seal
   • A short description of the issue

Claims submitted without a continuous unboxing video, or with a broken security seal, will not qualify for return/replacement.