Effective Date: 20 June 2026

Last Updated: 20 June 2026

1. INTRODUCTION

This Cancellation and Refund Policy applies to orders placed directly through www.svetara.com, operated by We Retail Network under the fashion jewellery brand S V E T A R A (“SVETARA”, “we”, “us” or “our”).

This Policy explains:

• when an order may be cancelled;
• how cancellation requests must be submitted;
• how orders already dispatched or delivered will be handled;
• when a refund becomes eligible;
• how refund amounts are calculated;
• circumstances in which deductions may be made; and
• circumstances in which a cancellation or refund may be refused.

This Policy must be read together with SVETARA’s Terms and Conditions, Return, Exchange and Refund Policy, Shipping and Delivery Policy, Privacy Policy and other policies displayed on the Website.

2. THREE-DAY CANCELLATION PERIOD

A customer may submit a cancellation request within the applicable three-day period described below.

2.1 Before Dispatch

An order may be cancelled before dispatch, provided the cancellation request is submitted:

• before the order is handed over to the courier; and
• no later than three calendar days from the date on which the order was placed.

Where an order is dispatched before the cancellation request is received or processed, it will be treated as a post-dispatch cancellation.

2.2 After Dispatch or Delivery

Where an order has already been dispatched or delivered, the customer must submit the cancellation request within three calendar days after delivery.

For calculating this period:

• the courier-recorded delivery date will be treated as the date of delivery;
• the three-day period starts on the calendar day immediately following delivery; and
• the request must reach SVETARA no later than 11:59 PM on the third calendar day.

Example: If an order is delivered on Monday, the cancellation request must be submitted by 11:59 PM on Thursday.

A cancellation request submitted after dispatch or delivery will be processed as a cancellation return and will remain subject to the return eligibility, hygiene, product-condition and inspection requirements stated in this Policy and SVETARA’s Return, Exchange and Refund Policy.

3. CANCELLATION IS NOT AUTOMATIC

Submitting a cancellation request does not automatically mean that the cancellation or refund has been approved.

A request is considered approved only after SVETARA:

• confirms the cancellation in writing;
• issues a return or cancellation authorisation, where applicable;
• receives the product back, if it has been dispatched or delivered; and
• completes the required product verification and quality inspection.

4. HOW TO REQUEST CANCELLATION

A cancellation request may be submitted through:

• the “My Orders” or cancellation facility on www.svetara.com, where available;
• email at admin@svetara.com; or
• WhatsApp Business at +91 99057 33416.

The request should contain:

• customer’s full name;
• registered mobile number;
• registered email address;
• order number;
• product name;
• reason for cancellation;
• whether the product has been dispatched or delivered;
• photographs or videos, where relevant; and
• refund details for COD orders, when requested.

The date and time on which the cancellation request is received through an authorised SVETARA channel will be used to determine whether the request falls within the permitted period.

Requests sent only through social-media comments, unofficial accounts, personal numbers or unauthorised channels may not be treated as valid cancellation requests.

5. CANCELLATION BEFORE DISPATCH

Where a cancellation request is approved before dispatch:

• the order will not be shipped;
• no product return will be required;
• the cancellation will be recorded in the customer’s account, where applicable; and
• any eligible prepaid amount will be refunded after cancellation approval.

A request may not be processed as a pre-dispatch cancellation where:

• the product has already been packed and handed to the courier;
• a shipping label has been generated and the order cannot reasonably be intercepted;
• the product has been customised or prepared specifically for the customer;
• the order has entered an irreversible fulfilment stage; or
• dispatch information has not yet been updated by the courier despite physical handover.

In such circumstances, the customer may be asked to refuse delivery or return the product after delivery.

6. CANCELLATION AFTER DISPATCH

Once an order has been dispatched, cancellation cannot be guaranteed.

Where reasonably possible, SVETARA may request the courier to stop delivery or return the shipment to origin. Courier interception is not always possible and may remain subject to the courier’s operational procedures.

The customer may be instructed to:

• refuse delivery without opening the package; or
• accept delivery and initiate a cancellation return within the prescribed three-day period.

No refund will be processed merely because a post-dispatch cancellation request has been submitted.

For an order that has already been dispatched, the refund will be processed only after:

1. the shipment is returned to SVETARA;
2. the product and package are received at our designated facility;
3. the return is verified against the original order;
4. the product passes the required quality inspection; and
5. the refund is approved.

7. CANCELLATION AFTER DELIVERY

A delivered order may be cancelled only by returning the eligible product in accordance with this Policy.

The customer must submit the request within three calendar days after delivery.

The product must be returned:

• unused;
• unworn;
• unwashed;
• unaltered;
• undamaged after delivery;
• free from perfume, cosmetics, sweat, moisture and chemicals;
• with all stones, beads, pearls, chains, clasps and components intact;
• with the original product tag and barcode attached;
• in the original jewellery box, pouch and protective packaging;
• with the invoice and authenticity card or certificate, if supplied; and
• with all free gifts, accessories and accompanying items.

The refund will be initiated only after the returned product has been received and successfully inspected by SVETARA.

8. EARRINGS AND PIERCED JEWELLERY

For hygiene and customer-safety reasons, earrings and other pierced jewellery may be cancelled after delivery only if:

• the product has not been worn or inserted into the ear;
• the earring posts, hooks and closures remain clean and unused;
• the hygiene seal or tamper-evident packaging, where supplied, remains intact;
• the original product tag remains attached; and
• all other eligibility conditions are satisfied.

A preference-based cancellation may be refused where earrings or pierced jewellery have been worn or tried on.

This restriction does not affect remedies available where the product was delivered damaged, defective, incorrect or materially different from its description.

9. RETURN OF THE CANCELLED PRODUCT

Where the product has already been dispatched or delivered, no refund will be issued until the cancelled product has been received by SVETARA.

The customer must not return the product without receiving:

• cancellation approval;
• return instructions; or
• a return authorisation from SVETARA.

An unauthorised return may be delayed, rejected or sent back to the customer.

Where reverse pickup is available, SVETARA may arrange collection through an authorised courier.

Where reverse pickup is unavailable, the customer may be asked to send the product through a reliable tracked courier to the return address communicated by us.

10. PRODUCT PACKAGING FOR RETURN

The customer must package the cancelled product securely to prevent damage during return transit.

The package must include:

• the correct jewellery product;
• every component forming part of the product;
• the original product tag and barcode;
• the original jewellery box or pouch;
• protective packaging;
• invoice or order details;
• authenticity certificate or care card, where supplied;
• complimentary products and free gifts; and
• any other item supplied as part of the order.

The customer must not:

• write directly on the jewellery box;
• attach courier labels directly to the jewellery packaging;
• return a different product;
• remove, replace or alter product identifiers;
• send an incomplete pair or jewellery set; or
• return a counterfeit or substituted product.

11. QUALITY INSPECTION

Every returned product may undergo a quality inspection after it reaches SVETARA.

The inspection may verify:

• product identity;
• order number;
• product code and barcode;
• authenticity of the returned item;
• signs of wear or use;
• hygiene condition;
• damage, scratches, bends or breakage;
• missing stones, beads, pearls or other components;
• alteration or unauthorised repair;
• presence of original tags and packaging;
• completeness of the product set; and
• consistency with the cancellation reason provided by the customer.

The inspection will ordinarily be completed within three business days after the returned product reaches our designated facility.

12. REFUND ONLY AFTER RECEIPT AND APPROVAL

For every order that has already been dispatched or delivered, the refund will be initiated only after:

• SVETARA physically receives the returned product;
• the returned product is matched with the original order;
• all required product tags and accompanying items are received;
• the product successfully passes inspection; and
• the refund is formally approved.

The courier pickup of a product does not itself constitute acceptance of the cancellation or approval of the refund.

A pickup receipt only confirms that the courier collected a package from the customer.

13. REFUND TIMELINE

After the returned product has been received and successfully passes inspection, an approved refund will ordinarily be initiated within seven business days.

After initiation, the customer’s bank, card issuer, payment gateway or UPI provider may require additional time to credit the amount.

The actual credit time may vary depending on:

• payment method;
• banking procedures;
• weekends and public holidays;
• payment-gateway processing;
• incorrect refund details supplied by the customer; or
• regulatory or security verification.

SVETARA will provide available refund reference details upon reasonable request after the refund has been initiated.

14. REFUND METHOD

14.1 Prepaid Orders

Refunds for prepaid orders will ordinarily be processed to the original payment method used for the purchase.

This may include:

• credit card;
• debit card;
• UPI;
• net banking;
• wallet; or
• another payment method supported by the payment provider.

14.2 Cash-on-Delivery Orders

Refunds for cash-on-delivery orders may be processed through:

• bank transfer;
• UPI;
• store credit, where voluntarily selected by the customer; or
• another legally permitted method.

The customer must provide complete and accurate refund details.

SVETARA will not be responsible for delay, rejection or misdirection of a refund caused by incorrect bank-account or UPI information supplied by the customer.

SVETARA will never ask for:

• a UPI PIN;
• card PIN;
• CVV;
• internet-banking password;
• complete card password; or
• payment OTP

for processing a refund.

15. REFUND AMOUNT

An approved refund will ordinarily be calculated on the actual amount paid by the customer for the cancelled product after adjusting:

• product discounts;
• coupons;
• promotional credits;
• loyalty benefits;
• cashback;
• bundle discounts;
• order-level discounts;
• free-gift benefits;
• reverse-shipping charges, where applicable; and
• non-refundable charges lawfully disclosed before purchase.

The refund will never exceed the actual amount paid for the cancelled product.

16. SHIPPING, COD AND OTHER CHARGES

16.1 Cancellation Before Dispatch

For a cancellation approved before dispatch, the amount paid for the cancelled product and any applicable product-linked charge will ordinarily be refunded.

16.2 Preference-Based Cancellation After Dispatch or Delivery

For a change-of-mind or preference-based cancellation after dispatch or delivery:

• original shipping charges may be non-refundable;
• cash-on-delivery charges may be non-refundable;
• convenience charges may be non-refundable;
• gift-wrapping charges may be non-refundable; and
• reverse-shipping charges may be deducted from the refund.

Any applicable deduction will be disclosed before or during processing of the cancellation.

16.3 SVETARA Error or Defective Product

Where inspection confirms that the product was:

• damaged at delivery;
• affected by a manufacturing defect;
• incorrect;
• incomplete;
• materially different from its description; or
• otherwise supplied in breach of applicable law,

reasonable standard shipping and reverse-shipping charges will not be deducted from the refund.

17. DISCOUNTED AND SALE PRODUCTS

Products sold at a discount of 50% or more may not be eligible for a preference-based refund after delivery.

Such products may be eligible for exchange in accordance with SVETARA’s Return, Exchange and Refund Policy, subject to:

• the three-day request period;
• product condition;
• hygiene requirements;
• availability; and
• quality inspection.

Where a sale product is damaged, defective, incorrect, incomplete or materially misdescribed, an appropriate remedy will be provided in accordance with applicable law.

Products expressly marked “Final Sale”, “Non-Returnable” or “Non-Refundable” before purchase will not qualify for preference-based cancellation after delivery.

18. CUSTOMISED OR PERSONALISED PRODUCTS

Customised, personalised, engraved, altered, resized, made-to-order or specially procured products cannot ordinarily be cancelled after preparation or production has commenced.

Such products may be eligible for a remedy only where they are:

• damaged;
• defective;
• incorrect;
• materially different from the approved specifications; or
• otherwise covered by mandatory law.

19. BUNDLES, SETS AND MULTIPLE-PRODUCT ORDERS

A customer may request cancellation of:

• an entire order; or
• an individual eligible product within a multi-product order.

Where products were sold as a pair, jewellery set, bundle or combined package, the entire set or bundle must ordinarily be returned.

Individual components of a set cannot be cancelled separately unless approved by SVETARA.

Where cancellation causes the remaining order to fall below the qualifying value for a discount, free shipping, free gift or promotional benefit, the refund may be recalculated accordingly.

20. FREE GIFTS AND COMPLIMENTARY ITEMS

Every free gift, accessory, pouch, care item or complimentary product supplied because of the cancelled purchase must also be returned.

Where a free gift is:

• not returned;
• used;
• incomplete;
• substituted; or
• damaged after delivery,

its disclosed or reasonable value may be deducted from the refund where permitted by law.

A free gift cannot ordinarily be exchanged or converted into cash.

21. COUPONS, PROMOTIONS AND CASHBACK

Where an order was placed using a coupon, offer, cashback or promotional benefit:

• the refund will be limited to the net amount actually paid;
• the coupon may not be reissued;
• expired benefits may not be restored;
• cashback may be reversed;
• loyalty points may be adjusted;
• the remaining order may be repriced if it no longer satisfies the promotional conditions; and
• promotional gifts may need to be returned.

Any adjustment will be made in accordance with the terms disclosed for the applicable promotion.

22. REFUND REJECTION

A refund may be refused where inspection shows that:

• the returned product has been worn or used;
• earrings or pierced jewellery have been tried on;
• the product was damaged after delivery;
• the product has been altered, repaired or cleaned;
• stones, pearls, beads or other components are missing;
• the product tag or barcode has been removed or altered;
• original packaging or required accompanying items are missing;
• the returned product is different from the product supplied;
• a counterfeit or substituted product has been returned;
• the product was returned outside the permitted period;
• the cancellation request was based on false or misleading information;
• the product does not satisfy hygiene requirements;
• the claim is fraudulent or abusive; or
• another material requirement of this Policy was not satisfied.

SVETARA will communicate the reason for rejection.

23. RETURN OF A REJECTED PRODUCT

Where a refund is rejected after inspection, the product may be sent back to the customer.

The customer may be required to pay the applicable shipping charge before redispatch.

The customer must provide a serviceable address and accept delivery of the rejected return.

Repeated refusal to accept the returned product will not create an obligation on SVETARA to issue a refund.

If the customer does not provide instructions or pay applicable shipping charges within a reasonable period after notification, SVETARA may continue to hold the product for a reasonable time and thereafter deal with it in accordance with applicable law.

24. CUSTOMER REFUSAL OF DELIVERY

A customer may refuse an unopened shipment where a valid cancellation request was submitted after dispatch.

Where delivery is refused without an approved cancellation request, SVETARA may treat the order as an undelivered or return-to-origin shipment.

For preference-based refusal of delivery, SVETARA may deduct reasonable expenses incurred for:

• forward shipping;
• return-to-origin shipping;
• COD processing;
• packaging;
• handling; and
• payment-processing charges,

where legally permitted and appropriately disclosed.

No deduction will be made for expenses resulting solely from SVETARA’s error or a confirmed defective, damaged or incorrect product.

25. UNDELIVERABLE AND RETURN-TO-ORIGIN ORDERS

An order may be returned to SVETARA where delivery fails because of:

• an incorrect or incomplete address;
• an incorrect PIN code;
• customer unavailability;
• refusal of delivery;
• an unreachable mobile number;
• repeated failed delivery attempts;
• access restrictions; or
• another customer-attributable reason.

A refund for a prepaid return-to-origin order will be processed only after the shipment reaches SVETARA and is verified.

Reasonable shipping, COD, return-to-origin or handling costs may be deducted where the failed delivery was attributable to the customer and where such deduction is permitted by law.

26. DAMAGED, DEFECTIVE OR INCORRECT PRODUCT

A customer who receives a damaged, defective, incomplete or incorrect product should:

• submit the request within three calendar days after delivery;
• retain the original product and packaging;
• avoid wearing, cleaning, repairing or altering the product;
• provide clear photographs or videos;
• provide photographs of the shipping label; and
• preserve the invoice and accompanying items.

An unboxing video is strongly recommended for:

• empty-package claims;
• missing-item claims;
• incorrect-product claims;
• transit-damage claims;
• tampered-package claims; and
• missing-component claims.

The absence of an unboxing video will not automatically invalidate a genuine claim where the issue can be reasonably established through other evidence.

27. COLOUR AND MINOR PRODUCT VARIATIONS

A cancellation or refund will not ordinarily be approved solely because of:

• minor colour differences caused by screen settings or photography;
• reasonable differences in approximate dimensions or weight;
• small differences in hand-finishing;
• slight variations in stone, pearl or bead tone;
• minor differences in texture or polish; or
• normal characteristics of fashion jewellery.

A material difference that substantially changes the design, colour, advertised features, identity or usability of the product may qualify for an appropriate remedy.

28. LOST OR DAMAGED RETURN SHIPMENTS

Where SVETARA arranges reverse pickup, responsibility for the return shipment transfers to SVETARA after the authorised courier collects the correctly packed product and issues a valid pickup acknowledgement.

Where the customer self-ships the product, responsibility remains with the customer until the shipment is successfully delivered to SVETARA’s designated return facility.

SVETARA will not be responsible for a self-shipped product that is:

• lost;
• misdirected;
• damaged because of inadequate packaging;
• sent without tracking; or
• delivered to an unauthorised address.

Customers should retain courier receipts and tracking records until the refund is completed.

29. FRAUD, ABUSE AND FALSE CLAIMS

SVETARA reserves the right to investigate, restrict or reject cancellation and refund requests involving:

• product substitution;
• counterfeit returns;
• empty-package returns;
• altered tags or barcodes;
• repeated excessive cancellations;
• use-and-return activity;
• false defect claims;
• multiple-account abuse;
• coupon or promotion abuse;
• payment fraud;
• fraudulent chargebacks;
• manipulation of photographs or videos; or
• another dishonest or unlawful act.

Where fraud or unlawful activity is suspected, SVETARA may:

• suspend or terminate the customer’s account;
• restrict future orders;
• restrict cash-on-delivery access;
• preserve transaction and delivery records;
• share relevant information with payment providers, couriers or authorities;
• recover losses and reasonable expenses; and
• initiate appropriate legal proceedings.

Nothing in this section allows SVETARA to reject a genuine statutory claim for a defective, damaged, incorrect, unsafe or materially misdescribed product.

30. CHARGEBACKS AND PAYMENT DISPUTES

Customers should first contact SVETARA and allow a reasonable opportunity to resolve a cancellation or refund issue before raising a payment dispute.

A customer must not initiate a false, duplicate or fraudulent chargeback.

Where a chargeback is raised, SVETARA may provide the bank, payment gateway, card network or competent authority with:

• order records;
• payment records;
• delivery confirmation;
• communication records;
• cancellation details;
• photographs;
• inspection results;
• return tracking; and
• other relevant evidence.

SVETARA reserves the right to recover losses, chargeback fees, collection expenses and reasonable legal costs arising from fraudulent or abusive chargebacks, to the extent permitted by law.

31. CANCELLATION BY SVETARA

SVETARA may cancel an order before dispatch for legitimate reasons, including:

• product unavailability;
• incorrect pricing;
• incorrect product information;
• payment failure;
• suspected fraud;
• duplicate orders;
• misuse of promotions;
• unverifiable customer information;
• an unserviceable address;
• regulatory restrictions;
• technical errors;
• courier limitations;
• force-majeure circumstances; or
• another reason that prevents lawful or reasonable fulfilment.

Where SVETARA cancels a prepaid order, the eligible amount received for the cancelled product will be refunded through the original payment method or another lawful method.

SVETARA will not impose a cancellation charge on a customer where SVETARA unilaterally cancels the order in circumstances where imposing such a charge would be unlawful or unfair.

32. LIMITATION OF LIABILITY

To the fullest extent permitted by law, SVETARA will not be responsible for:

• delays caused solely by banks or payment gateways after refund initiation;
• losses caused by incorrect refund information supplied by the customer;
• indirect or consequential losses arising from a cancellation;
• loss of an anticipated occasion, event or opportunity;
• loss caused by an unauthorised or fraudulent payment method used by the customer;
• loss caused by failure to follow return instructions;
• self-shipped returns lost before delivery to SVETARA; or
• damage caused by inadequate customer packaging.

Where liability may lawfully be limited, SVETARA’s aggregate liability concerning a cancelled product will not exceed the amount actually paid for that product.

Nothing in this Policy excludes or limits liability that cannot lawfully be excluded.

33. STATUTORY CONSUMER RIGHTS

Nothing in this Policy excludes a right or remedy available under applicable consumer-protection or product-liability law.

SVETARA will not rely on this Policy to refuse an applicable remedy where a product is:

• defective;
• deficient;
• spurious;
• unsafe;
• materially different from its description;
• not of the advertised characteristics;
• incorrectly supplied; or
• otherwise subject to a legally enforceable return or refund obligation.

Any limitation or exclusion in this Policy applies only to the maximum extent permitted by law.

34. POLICY UPDATES

SVETARA may update this Policy to reflect changes in:

• law;
• ecommerce regulations;
• payment systems;
• shipping arrangements;
• product categories;
• operational procedures; or
• business requirements.

The Policy applicable to an order will ordinarily be the version displayed when that order was placed, unless:

• a later version is more favourable to the customer;
• a change is required by law; or
• the customer and SVETARA agree otherwise.

35. GRIEVANCE REDRESSAL

Questions or complaints regarding cancellation or refunds may be submitted to:

The complaint should contain:

• customer name;
• registered contact details;
• order number;
• product name;
• nature of the complaint;
• supporting documents or photographs; and
• the resolution requested.

SVETARA will endeavour to:

• acknowledge a consumer grievance within forty-eight hours; and
• resolve it within one month from the date of receipt,

subject to receipt of the information reasonably necessary to investigate the complaint.

36. GOVERNING LAW

This Policy is governed by the laws of India.

Nothing in this Policy prevents a consumer from approaching:

• the National Consumer Helpline;
• a Consumer Disputes Redressal Commission;
• the Central Consumer Protection Authority;
• a competent court;
• a payment or banking authority; or
• another legally competent forum.

37. COMPANY INFORMATION

By placing an order through www.svetara.com, the customer acknowledges that they have read and understood this Cancellation and Refund Policy.