At Evrinexia, every pearl jewellery gift kit is thoughtfully curated, carefully packed, and sent with the intention of creating a truly special moment. We take great pride in our craftsmanship and quality, and we stand behind every order we ship.
In the rare event that something is not right with your order, we are here to help. This policy outlines clearly and fairly when a return or refund can be requested, what proof is required, and how we will resolve it. Kindly read this policy carefully before placing your order.
This policy complies with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, Government of India. By completing a purchase on our store, you confirm that you have read and agree to the terms of this policy.
01 · Eligibility for Return
We accept return and replacement requests under the following three circumstances only. No other reason qualifies for a return.
- Transit Damage — The product arrived in a physically damaged or broken condition due to mishandling during shipping.
- Manufacturing Defect — The product contains a production-level defect such as a broken clasp, missing pearl, or a structural fault not caused by handling.
- Wrong Product Delivered — The item you received does not match the product confirmed in your order.
All claims must be supported by valid proof as described in Section 03. Claims not meeting the stated criteria will not be processed.
02 · Non-Returnable Situations
We regret that we are unable to process returns or refunds in the following situations. We kindly request that all customers review their order details carefully before purchase:
- Change of mind or personal preference after the order has been placed or delivered.
- Dislike of the product's appearance, colour, size, or design upon receipt.
- Order placed by mistake or accidental duplicate purchase.
- Price drop or discovery of a lower price elsewhere after purchase.
- Product received as a gift where the recipient does not prefer it.
- Product has been used, worn, or tried on in any manner whatsoever.
- Original packaging, tags, certificates, or accessories have been removed, altered, or discarded.
- Return claim raised after 48 hours from the confirmed delivery timestamp.
- No valid continuous unboxing video proof submitted along with the claim.
Natural pearls may exhibit minor variations in colour, shape, lustre, and surface texture. These are intrinsic characteristics of organic gemstones and are not manufacturing defects. Product images on our website are representative; slight differences due to photography and screen settings are not grounds for return.
03 · How to Raise a Claim
To ensure a fair and efficient resolution, all claims must follow the process outlined below. Please read each step carefully before contacting us.
A clear, continuous, unedited unboxing video is required as primary proof for all return and refund claims. Claims submitted without this video will not be accepted under any circumstances, regardless of the nature of the complaint.
Record Your Unboxing Video — Before Opening the Parcel
The moment your order is delivered, begin recording a video before you touch or open the parcel. This recording must be continuous, unedited, and clearly show all of the following:
- The sealed parcel in its intact, undisturbed state at the very beginning of the video.
- The shipping label showing your full name, delivery address, and order details — visible and legible.
- The entire unboxing process in a single, unbroken shot with no pauses, cuts, or edits.
- The product as it is revealed, including any visible damage or defect, captured in the same recording.
Submit Your Claim Within 48 Hours of Delivery
Email us at evrinexia@gmail.com within 48 hours of the confirmed delivery timestamp. Your email must include:
- Your Order ID.
- A brief description of the issue you experienced.
- Your unboxing video shared via Google Drive or as an unlisted YouTube link.
- Clear photographs of the defect, damage, or incorrect item.
Keep the Product Return-Ready
Please do not use, wear, repack, or alter the product after identifying the issue. If your claim is approved and a physical return is requested, the product must be in the following condition:
- Completely unused and unworn — in the exact condition it was received.
- In its original packaging with all inserts, wrapping, and boxes fully intact.
- With all accessories, certificates, and tags exactly as originally included.
Videos that are edited, blurred, trimmed, filmed after the parcel is already opened, or that do not show the shipping label will not qualify as valid proof. The recording must begin before the parcel is opened and must remain continuous throughout.
04 · Replacement & Refund Process
Once we receive your claim, our team will review it within 2 business days and share our assessment. We follow a resolution-first approach as outlined below.
Resolution Priority
A replacement of the same product will always be offered as the primary resolution. A monetary refund will only be considered if the product is no longer available in stock at the time of resolution.
Dispatched after claim approval. A new tracking number will be shared upon shipment.
Initiated to the original payment method after approval. Shipping charges are non-refundable.
Refund timelines may vary depending on your bank or payment provider. An additional 2–5 business days may be required for the amount to reflect in your account after initiation. Shipping charges paid at the time of order are non-refundable in all cases.
Cash on Delivery (COD) Orders
If a COD shipment is refused at the door, or if repeated delivery attempts are unsuccessful due to the customer being unavailable or unresponsive, the order will be marked as closed. Re-shipment of refused or undelivered COD orders will only be arranged after full prepaid payment is received. Refusal of a COD delivery does not constitute a valid return and will not be eligible for a refund or re-dispatch at no cost.
05 · Important Notes
Courier Partners & Logistics
Evrinexia ships via reputed third-party courier partners. Courier assignments are made based on pin code serviceability and delivery capacity at the time of dispatch. While we endeavour to ensure timely delivery, delays, failed attempts, or transit issues caused by logistics providers are beyond our direct control. Evrinexia is not liable for delays caused by courier partners. We will, however, assist you in raising a concern with the logistics provider where reasonably possible.
Fraudulent or Misrepresented Claims
Evrinexia reserves the right to reject any claim that is found to be fraudulent, fabricated, or misrepresented — including but not limited to staged videos, false damage reports, or intentional product tampering prior to raising a complaint. We review all submissions carefully and take the integrity of our process seriously.
Right to Refuse Service
We reserve the right to cancel or decline future orders from customers who are found to have misused this return policy, submitted false claims, or engaged in threatening or disrespectful conduct towards our team. We are committed to treating every customer with care and professionalism, and we ask for the same courtesy in return.
Policy Updates
This policy may be revised periodically to reflect changes in applicable law or business practices. The most current version will always be published on our website. We recommend reviewing this policy before each purchase.
06 · Contact Information
For all return, refund, or product-related queries, please reach out to us. We aim to respond to every inquiry within 1–2 business days.
Please include your Order ID in all communications so we can assist you as quickly as possible.