Returns, Refunds & Exchanges Policy
This policy includes Zariva Returns, Refunds, Exchanges and Order Cancellation guidelines.
At Zariva™, we believe shopping for jewellery should be as effortless and enjoyable as wearing it. Every jewellery piece is carefully inspected, securely packed, and quality checked before dispatch. If something isn't right with your order, we're committed to resolving it quickly through a fair, transparent, and customer-first process.
Our Returns, Refunds & Exchanges Policy also includes our Order Cancellation guidelines and is designed to protect both our customers and our business while ensuring a smooth, transparent, and customer-first shopping experience.
Quick Policy Summary
Order Cancellation: Orders may be cancelled within 2 Hours of Order Placement or Before Dispatch, whichever occurs first.
Return Window: Return requests must be submitted within 48 Hours of Delivery.
Change-of-Mind Return: Available on eligible products that satisfy the conditions mentioned in this policy.
Exchange: Available when you receive the wrong product, a verified manufacturing defect, or transit damage.
Return Request: Contact our Customer Happiness Team by emailing support@zarivajewels.in or sending a WhatsApp message to +91 93541 96878.
Reverse Shipping: Approved Change-of-Mind Returns are subject to a ₹99 reverse shipping charge.
Wrong Product: Eligible for FREE Return & FREE Exchange.
Manufacturing Defect: Eligible for FREE Return & FREE Exchange after verification.
Transit Damage: Eligible for FREE Return & FREE Exchange.
Reverse Pickup: Available wherever reverse courier service is available.
Refund Initiation: Refunds are initiated within 48 Hours after the returned product successfully passes our quality inspection.
Bank Credit: Refunds are generally credited within 5–10 Business Days. Business days refer to Monday through Saturday, excluding public holidays.
Earrings: Non-returnable after delivery unless received damaged, defective, or incorrect.
Complimentary Gifts: Complimentary gifts or promotional jewellery must be returned if the return causes the order to no longer qualify for the offer.
Bundle & Combo Products: Products purchased as part of a bundle or combo offer must be returned together.
Customer Support: Our Customer Happiness Team is available via Email and WhatsApp, Monday to Saturday, 10:00 AM – 6:00 PM (IST).
Policy at a Glance
Can I return my Zariva jewellery?
Yes. Zariva offers a 2-Day Easy Return on eligible products when the return request is submitted within 48 hours of delivery and the product satisfies all return conditions mentioned in this policy.
Is there any return fee?
A ₹99 reverse shipping charge applies only to approved change-of-mind returns. No reverse shipping charge is applicable if you receive the wrong product, a product damaged during transit, a verified manufacturing defect, or any fulfilment error from Zariva.
Do you provide exchanges?
Yes. Eligible exchanges are available for products received damaged during transit, products with verified manufacturing defects, or incorrect products delivered by Zariva. If a replacement is unavailable, a refund will be processed instead.
How long does the refund process take?
Refunds are initiated within 48 hours after the returned product successfully passes our quality inspection. Depending on your bank or payment provider, the amount is generally credited within 5 to 10 business days.
Are earrings eligible for return?
For hygiene and customer safety, earrings cannot be returned after delivery unless they are received damaged, defective, or different from what was ordered.
Can I return products purchased during an offer?
Yes. Products purchased under promotional offers remain eligible for return if they satisfy the conditions of this policy. However, if your approved return causes the order value to fall below the minimum offer requirement, any complimentary gift or promotional jewellery received under that offer must also be returned. If it is not returned, its retail value (MRP) may be deducted from your refund.
Our Commitment to You
At Zariva™, trust is the foundation of everything we create. Every jewellery piece is carefully inspected before dispatch to ensure it meets our quality standards for craftsmanship, finish, packaging, and order accuracy.
If we ever make a mistake, we are committed to making it right through a fair replacement or refund in accordance with this Returns, Refunds & Exchanges Policy. Every request is reviewed individually based on this policy, product inspection, and the supporting evidence provided by the customer.
We believe in transparent communication, honest resolutions, and exceptional customer care. Our goal is not simply to sell jewellery, but to build long-term relationships by providing premium products, reliable service, and a shopping experience that allows every customer to purchase with confidence.
Important Definitions
Return refers to sending an eligible product back to Zariva after approval for the purpose of receiving a refund.
Exchange refers to replacing an eligible product that was received damaged, defective, or incorrect with a replacement product, wherever available.
Refund refers to returning the eligible purchase amount after the returned product has successfully passed Zariva's quality inspection process.
Reverse Pickup refers to the collection of an approved returned parcel by Zariva's authorised courier partner from the original delivery address, wherever reverse pickup service is available.
Manufacturing Defect refers to a quality issue that occurred during the manufacturing process and affects the normal use of the jewellery. Damage caused by regular wear and tear, accidental impact, improper storage, misuse, exposure to chemicals, perfumes, cosmetics, or water after delivery is not considered a manufacturing defect.
Who Can Request a Return?
Zariva offers a 2-Day Easy Return for eligible products.
To request a return, please contact our Customer Happiness Team within 48 hours of receiving your order by emailing support@zarivajewels.in.
To help us review your request quickly, please include your Order Number, the reason for your return request, clear photographs of the product, and an unboxing video wherever applicable. An unboxing video is mandatory for claims related to transit damage, wrong product delivery, missing products, or empty parcels.
Return requests submitted after 48 hours from the time of delivery may not be accepted.
Order Cancellation
Orders may be cancelled within 2 hours of placing the order or before they are dispatch, whichever occurs first.
To request a cancellation, please contact our Customer Happiness Team via:
Email: support@zarivajewels.in
WhatsApp: +91 93541 96878
If your order has already been shipped, cancellation will no longer be possible. However, you may still be eligible for a return under this policy.
For prepaid orders, approved cancellations are refunded to the original payment method within 5–10 business days.
Cash on Delivery orders can be cancelled before dispatch without any refund transaction.
Zariva reserves the right to cancel orders due to product unavailability, pricing errors, payment verification issues, suspected fraud, or circumstances beyond our reasonable control. If Zariva cancels a prepaid order, a full refund will be processed.
Eligible Return Reasons
A return request may be approved when the jewellery has been received damaged during transit, when the wrong product has been delivered, when a verified manufacturing defect is found, or when an eligible change-of-mind return request satisfies all conditions described in this policy.
Every return request is reviewed individually based on the information submitted, the product inspection, and the evidence provided by the customer.
Change-of-Mind Returns
If you simply changed your mind or the jewellery does not meet your expectations, Zariva offers a 2-Day Easy Return, subject to certain conditions.
The return request must be submitted within 48 hours of delivery. The jewellery must remain unused, unworn, undamaged, and free from scratches, perfume, cosmetics, chemicals, water exposure, or any visible signs of use. The product must also be returned in its original jewellery box, pouch, packaging, tags, and with all accessories received during delivery.
Once the returned product successfully passes Zariva's quality inspection, the refund will be processed after deducting a ₹99 reverse shipping charge.
No reverse shipping deduction will apply if Zariva delivered the wrong product, if the product arrived damaged during transit, if a manufacturing defect is verified, or if the return is required because of an order fulfilment error by Zariva.
Products Not Eligible for Return
To maintain hygiene, product quality, and fairness for all customers, certain products cannot be returned unless they are received damaged, defective, or incorrect.
This includes earrings after delivery, jewellery that has been worn or used, jewellery showing scratches or signs of use, products exposed to perfume, cosmetics, chemicals, or water after delivery, products returned without their original jewellery box, pouch, packaging, tags, or accessories, Gift Cards, gift wrapping services, personalised or customised jewellery, final clearance products, and products specifically marked as non-returnable.
Minor variations in colour caused by photography, lighting conditions, or different mobile and computer screens are considered normal and are not treated as manufacturing defects.
Exchange Policy
Zariva offers exchanges only when a product has been received damaged during transit, a verified manufacturing defect is identified, or an incorrect product has been delivered.
Exchange requests must be submitted within 48 hours of delivery by emailing support@zarivajewels.in along with the Order Number, clear photographs of the product, and supporting evidence wherever applicable.
Once the exchange request is approved, Zariva will arrange a replacement of the same product wherever stock is available. If the requested product is unavailable, the customer may choose another product by paying the applicable price difference, or Zariva will process a refund in accordance with this policy.
Exchange requests for products that have been used, damaged after delivery, or do not satisfy the eligibility conditions may not be approved.
Return Pickup
Once a return request has been approved, Zariva will arrange reverse pickup from the original delivery address wherever reverse courier service is available.
Customers are requested to ensure that the jewellery is securely packed in its original packaging before handing it over to the courier partner.
If reverse pickup is unavailable for a particular location, Zariva may request the customer to self-ship the parcel through a reliable courier service. Upon submission of a valid courier receipt, Zariva will reimburse reasonable return shipping charges up to ₹100.
Quality Inspection
Every returned product undergoes a detailed quality inspection after arriving at Zariva's warehouse.
Inspection is generally completed within 48 hours of receiving the returned parcel.
During inspection, Zariva verifies that the jewellery remains unused, unworn, undamaged, and is returned with its original jewellery box, pouch, packaging, tags, accessories, complimentary gifts, and promotional items wherever applicable.
Returns may not be approved if the jewellery has been worn, altered, damaged after delivery, shows signs of misuse, has missing accessories, or differs from the product originally approved for return.
All return and refund requests are reviewed based on this policy, product inspection, and the evidence provided. Zariva will communicate the outcome of every request along with the reason for approval or rejection.
Refund Process
Once the returned product successfully passes quality inspection, Zariva initiates the refund within 48 hours.
For prepaid orders, the refund is credited to the original payment method used while placing the order.
For Cash on Delivery (COD) orders, the refund is processed through UPI or bank transfer using the account details provided by the customer.
Banks and payment providers generally complete the refund within 5 to 10 business days, although the exact timeline may vary depending on the financial institution.
Original shipping charges, Cash on Delivery handling charges, gift wrapping charges, and premium delivery charges are non-refundable unless the return is due to an error on Zariva's part.
Promotional Offers & Complimentary Gifts
Orders qualifying for promotional offers continue to remain eligible for return under this policy.
However, if an approved return reduces the final order value below the minimum amount required to qualify for a promotional offer, any complimentary gift or promotional jewellery received under that offer must also be returned.
This includes promotional campaigns such as the Zariva Surprise Gift on eligible orders, complimentary jewellery offers, seasonal gifts, launch offers, and future promotional campaigns.
If the complimentary item is not returned in its original condition, Zariva reserves the right to deduct its retail value (MRP) from the refund amount.
Bundle & Combo Offers
Products purchased under bundle pricing, combo offers, curated gift boxes, or promotional campaigns such as Buy 2, Buy 3, or similar bundle offers are sold as one promotional package.
Such products must be returned together as a complete bundle.
Individual products from a combo, bundle, or promotional package cannot be returned or exchanged separately.
If one product within the bundle is received damaged, defective, or incorrect, Zariva will replace only the affected product wherever applicable without requiring the customer to return the complete bundle.
Missing Items in Returned Orders
If multiple products have been approved for return but fewer products are received at Zariva's warehouse, Zariva reserves the right to deduct up to the retail value (MRP) of the missing item or items from the refund amount.
This policy also applies to complimentary gifts, promotional jewellery, bundle products, combo products, jewellery pouches, and any accessories originally supplied with the order.
Empty Parcel, Missing Product & Transit Damage Claims
If you receive an empty parcel, a package with missing products, an incorrect product, or jewellery damaged during transit, please notify Zariva within 48 hours of delivery.
To process these claims, a complete 360-degree unboxing video showing the sealed parcel being opened from start to finish is mandatory.
Claims submitted without sufficient supporting evidence, incomplete videos, edited recordings, or parcels showing visible signs of tampering after delivery may not be approved.
This requirement helps protect genuine customers while preventing fraudulent claims.
Reverse Pickup Guidelines
After your return request has been approved, please ensure that the jewellery is securely packed in its original packaging before handing it over to the courier partner.
Customers are requested to remain available at the pickup address and answer calls from the courier partner to avoid delays.
If the pickup attempt is unsuccessful due to customer unavailability, an incorrect address, or failure to answer courier calls, a fresh pickup request will need to be scheduled, which may extend the overall processing timeline.
For additional protection, Zariva recommends recording a short video while handing over the sealed return parcel to the courier partner.
Return & Refund Timeline
| Process | Expected Timeline |
|---|---|
| Return request submission | Within 48 hours of delivery |
| Return request review | Usually within 24–48 hours |
| Reverse pickup | Based on courier availability |
| Product reaches warehouse | Depends on courier transit time |
| Quality inspection | Within 48 hours of receipt |
| Refund initiation | Within 48 hours after inspection |
| Bank processing | Usually 5–10 business days |
Frequently Asked Questions
Can I cancel my order after placing it?
Yes. Orders may be cancelled within 2 Hours of Order Placement or before the order is dispatched, whichever occurs first.
How can I request order cancellation?
You can contact our Customer Happiness Team by:
Email: support@zarivajewels.in
WhatsApp: +91 93541 96878
Please mention your Order Number for faster assistance.
Can I cancel my order after it has been shipped?
No. Once an order has been dispatched, it cannot be cancelled. However, eligible products may still qualify for return under Zariva's Returns, Refunds & Exchanges Policy.
Will I receive a refund if my cancellation is approved?
Yes. For prepaid orders, the refund will be processed to the original payment method. Refunds are generally credited within 5–10 Business Days, depending on your bank or payment provider. Cash on Delivery orders are simply cancelled since no payment has been collected.
Can I return my Zariva jewellery?
Yes. Zariva offers a 2-Day Easy Return on eligible products. Your return request must be submitted within 48 hours of delivery and the product must satisfy the conditions mentioned in this policy.
How do I request a return?
Simply email our Customer Happiness Team at support@zarivajewels.in or WhatsApp: +91 93541 96878 within 48 hours of delivery. Please include your Order Number, the reason for your request, clear product photographs, and supporting evidence wherever applicable.
Is there any charge for returning a product?
A ₹99 reverse shipping charge applies only to approved change-of-mind returns. No reverse shipping charges are deducted when the return is approved because Zariva delivered the wrong product, the product arrived damaged during transit, a verified manufacturing defect exists, or the return is required due to an order fulfilment error.
Can I exchange my jewellery instead of requesting a refund?
Yes. Zariva offers exchanges for products received damaged during transit, products with verified manufacturing defects, or incorrect products delivered by Zariva. If the requested replacement is unavailable, a refund will be processed instead.
Can I return earrings?
For hygiene and customer safety, earrings cannot be returned after delivery unless they are received damaged, defective, or different from what was ordered.
Can I return jewellery after wearing it?
No. Jewellery that has been worn, used, scratched, altered, or exposed to perfume, cosmetics, chemicals, or water after delivery is not eligible for return.
What if I receive the wrong product?
If Zariva delivers the wrong jewellery, please contact us within 48 hours of delivery. Once approved, Zariva will arrange a replacement or provide a full refund without deducting reverse shipping charges.
What should I do if my jewellery arrives damaged?
Please contact us within 48 hours of delivery with clear photographs and an unboxing video. Once verified, Zariva will arrange a replacement or full refund at no additional cost.
What is considered a manufacturing defect?
A manufacturing defect is a quality issue that occurred during production and affects the normal use of the jewellery. Normal wear and tear, accidental damage, improper storage, scratches, perfume exposure, or customer misuse are not considered manufacturing defects.
How long does the refund process take?
Refunds are initiated within 48 hours after the returned product successfully passes our quality inspection. Banks and payment providers generally complete the refund within 5 to 10 business days.
How will I receive my refund?
Prepaid orders are refunded to the original payment method. Cash on Delivery (COD) orders are refunded through UPI or bank transfer using the details provided by the customer.
Who pays the return shipping charges?
For approved change-of-mind returns, a ₹99 reverse shipping charge is deducted from the refund. If the return is due to a wrong product, transit damage, manufacturing defect, or an error made by Zariva, no reverse shipping charges are deducted.
Can I return jewellery purchased during a sale or promotional offer?
Yes. Jewellery purchased during promotional offers may still be eligible for return provided it satisfies this policy. However, if returning the product reduces your order value below the promotional offer requirement, any complimentary gift or promotional jewellery received under that offer must also be returned.
What happens if I keep the complimentary gift?
If the complimentary gift or promotional jewellery is not returned when required, Zariva may deduct its retail value (MRP) from the refund amount.
Can I return only one item from a combo or bundle offer?
No. Jewellery purchased under combo pricing, bundle offers, curated gift boxes, or promotional packages must be returned together as a complete bundle. Individual products cannot be returned separately.
What if only one product in my combo is damaged?
If one product within an eligible bundle is received damaged, defective, or incorrect, Zariva will replace only the affected item wherever applicable without requiring the complete bundle to be returned.
What should I do if my parcel is empty or products are missing?
Please contact Zariva within 48 hours of delivery and provide a complete 360-degree unboxing video showing the sealed parcel being opened. This helps us investigate and resolve the issue quickly.
Why is an unboxing video required?
An unboxing video protects both the customer and Zariva by providing clear evidence in case of transit damage, missing products, incorrect deliveries, or empty parcel claims.
How are returned products inspected?
Every returned product undergoes a detailed quality inspection to verify that it remains unused, unworn, undamaged, and includes its original packaging, accessories, complimentary gifts, and promotional items wherever applicable.
Can Zariva reject my return request?
Yes. Return requests may not be approved if the jewellery has been worn, damaged after delivery, altered, returned without original packaging, submitted after the eligible return period, or does not satisfy the conditions outlined in this policy.
All return and refund requests are reviewed based on this policy, product inspection, and the evidence provided. Zariva will communicate the outcome of every request along with the reason for approval or rejection.
Need Assistance?
Need help with your order, return, exchange, refund, warranty, or cancellation?
Email: support@zarivajewels.in
WhatsApp: +91 93541 96878
Business Hours:
Monday to Saturday
10:00 AM – 6:00 PM (IST)
WHY WE ASK FOR PHOTOS & VIDEOS
To protect both genuine customers and Zariva from fraudulent claims, certain return requests may require clear product photographs or an unboxing video.
This helps us verify issues such as transit damage, missing products, incorrect deliveries, or empty parcel claims quickly and ensures that genuine claims are resolved as fast as possible.
OUR QUALITY PROMISE
Every Zariva jewellery piece undergoes multiple quality checks before dispatch, including inspection of material finish, stone setting (where applicable), colour consistency, packaging, and order accuracy.
Our jewellery is designed to deliver everyday elegance with premium craftsmanship and reliable quality.
SHOP WITH CONFIDENCE
When you shop with Zariva™, you can expect:
Premium quality inspection before dispatch.
Transparent pricing with no hidden charges.
Fair and clearly explained return and refund policies.
Secure payment options.
Dedicated customer support.
Fast and transparent refund processing for eligible claims.
Continuous improvement based on customer feedback.
POLICY UPDATES
Zariva may update this Returns, Exchanges & Refund Policy from time to time to reflect improvements in our services, legal requirements, or operational processes.
The latest version will always be available on our website and will apply to orders placed after the updated policy becomes effective.