1. INTRODUCTION

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

We aim to provide every customer with products that match the description and condition displayed on our Website. At the same time, fashion jewellery is delicate and requires careful handling. Returns and exchanges are therefore accepted only in accordance with the eligibility conditions, timelines and verification procedures stated in this Policy.

This Policy forms part of SVETARA’s Terms and Conditions and must be read together with our Privacy Policy, Shipping and Delivery Policy, Cancellation Policy, Jewellery Care Policy and other policies displayed on the Website.

2. THREE-DAY RETURN OR EXCHANGE PERIOD

An eligible product may be returned or exchanged by submitting a request within three calendar days after delivery.

For clarity:

• the date on which delivery is recorded by the courier is treated as the delivery date;
• the three-day period starts on the calendar day immediately following delivery; and
• the request must reach us no later than 11:59 PM on the third calendar day.

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

Submitting a request within the prescribed period does not automatically approve the return or exchange. Approval remains subject to the eligibility conditions and quality inspection described in this Policy.

No preference-based return or exchange will ordinarily be accepted after the three-day period. This restriction does not limit any remedy that cannot lawfully be excluded under applicable consumer law.

3. PRODUCTS COVERED BY THIS POLICY

This Policy applies only to products:

• purchased directly through www.svetara.com;
• bearing the applicable SVETARA product tag, barcode or product identifier;
• linked to a valid SVETARA order and invoice; and
• marked as returnable or exchangeable on the relevant product page.

Products purchased through Amazon, Flipkart, Myntra, Nykaa Fashion, AJIO or another marketplace, retailer or authorised seller must be returned through the platform or seller from which they were purchased and will be governed by that platform’s applicable policy.

Products purchased from an unauthorised seller are not covered by this Policy.

4. ELIGIBLE REASONS FOR RETURN OR EXCHANGE

Subject to the conditions in this Policy, a return or exchange may be requested where:

• the customer has changed their mind;
• the customer prefers another eligible product;
• the product received is damaged;
• the product contains an apparent manufacturing defect;
• the product delivered is different from the product ordered;
• the wrong colour, design or quantity was delivered;
• an item or component is missing from the package;
• the product is materially different from its description; or
• another legally recognised ground for return or refund applies.

5. MANDATORY CONDITION OF RETURNED PRODUCTS

To qualify for a preference-based return or exchange, the product must:

• be completely unused and unworn;
• not have been tried on, except for reasonable visual inspection that does not affect hygiene or condition;
• remain unwashed, uncleaned and unpolished;
• be free from perfume, cosmetics, sweat, water, chemicals, stains, body odour and other contamination;
• not be scratched, bent, broken, altered, repaired or damaged after delivery;
• have all stones, beads, pearls, chains, hooks, clasps and hanging elements intact;
• have the original SVETARA tag, barcode and product identifier attached and unaltered;
• be returned in the original jewellery box, pouch, protective wrapping and outer packaging;
• include the invoice, authenticity card or certificate, if supplied;
• include every accessory, complimentary item and free gift supplied with the order; and
• match the product and product identifier recorded against the original order.

The product must reach us in a condition suitable for resale as a new product, except where the return is being made because the product was received damaged, defective or incorrect.

6. HYGIENE CONDITIONS FOR EARRINGS AND PIERCED JEWELLERY

For hygiene and customer-safety reasons, earrings and other pierced jewellery are eligible for a preference-based return or exchange only if:

• they have not been inserted into the ear or otherwise tried on;
• they remain completely unworn;
• the earring posts, hooks and closures are clean and undamaged;
• any hygiene seal or tamper-evident packaging remains intact; and
• all other conditions in this Policy are satisfied.

An opened package will not automatically make the product ineligible if the product was opened only for visual inspection and remains unused, unworn and hygienically intact.

A pierced product that has been worn or tried on may be refused for hygiene reasons. This does not prevent a customer from seeking an applicable remedy for a product that was supplied damaged, defective, incorrect or materially misdescribed.

7. PRODUCTS NOT ELIGIBLE FOR PREFERENCE-BASED RETURN OR EXCHANGE

A return or exchange may be refused where:

• the request is submitted after the three-day period;
• the product has been worn or used;
• earrings or pierced jewellery have been tried on;
• the product has been washed, cleaned or chemically treated;
• the product has been damaged after delivery;
• any stone, pearl, bead, charm, chain or component is missing after delivery;
• the product has been altered, repaired or modified;
• the product tag, barcode or identifier has been removed, replaced or damaged;
• the original packaging or accompanying items are missing;
• the returned item does not match the product delivered;
• the product appears counterfeit, substituted or tampered with;
• the product was customised, engraved, altered, made-to-order or personalised;
• the product was clearly marked “Final Sale”, “Non-Returnable” or “Non-Exchangeable” before purchase;
• the product formed part of a restricted promotion expressly disclosed before purchase; or
• the return request appears fraudulent or abusive.

These exclusions do not apply where mandatory law requires us to provide a remedy because the product is defective, damaged, incorrect, spurious, unsafe or materially different from its description.

8. PRODUCTS DISCOUNTED BY 50% OR MORE

Products sold at a discount of 50% or more are not eligible for a preference-based refund.

Such products may be eligible for one exchange within the three-day period, subject to:

• the product remaining unused and unworn;
• all tags and packaging being intact;
• the requested replacement being available; and
• compliance with the remaining provisions of this Policy.

Where a product discounted by 50% or more is received damaged, defective, incorrect or materially different from its description, the customer may request an appropriate exchange, replacement or refund in accordance with applicable law.

9. COLOUR, SIZE AND HAND-FINISH VARIATIONS

The following will not ordinarily be treated as defects:

• minor differences in colour caused by photography, lighting or screen settings;
• reasonable variations in dimensions or weight where measurements are described as approximate;
• minor differences in stone, bead or pearl tone;
• minor differences in hand-finishing, texture or polish;
• slight variations between individual pieces caused by assembly or craftsmanship;
• reflections or shadows visible only in product photography; and
• normal characteristics of fashion jewellery materials.

A material difference that substantially changes the product’s design, colour, advertised characteristics, usability or identity may qualify for return or exchange.

10. PLATING, TARNISHING AND NORMAL WEAR

Fashion jewellery plating may gradually change because of:

• regular wear;
• exposure to sweat or moisture;
• perfume, cosmetics or chemicals;
• environmental conditions;
• improper storage;
• friction; or
• individual skin chemistry.

Gradual fading, tarnishing, scratches or plating wear arising after use are treated as normal wear and tear and not as manufacturing defects, unless an express written warranty states otherwise.

Damage caused by failure to follow SVETARA’s Jewellery Care Instructions is not eligible for return or exchange.

11. DAMAGED, DEFECTIVE, INCORRECT OR MISSING PRODUCT

Where a product is received damaged, apparently defective, incorrect or incomplete, the customer should:

1. retain the jewellery, packaging, shipping label and invoice;
2. avoid wearing, cleaning, repairing or altering the product;
3. submit the complaint within three calendar days after delivery;
4. provide the order number and a clear description of the issue; and
5. provide clear photographs or videos showing the product, package and shipping label.

An unboxing video is strongly recommended for claims involving:

• an empty package;
• missing jewellery;
• missing components;
• a wrong product;
• visible transit damage; or
• suspected package tampering.

Absence of an unboxing video will not by itself defeat a genuine claim where the issue can be reasonably established through other evidence.

We may request additional photographs, videos, packaging details or verification information where reasonably necessary to investigate the claim.

12. TAMPERED OR DAMAGED DELIVERY PACKAGE

Customers should inspect the outer package before accepting delivery.

Where the package appears visibly opened, torn, resealed, wet or materially damaged, the customer should, where reasonably possible:

• refuse delivery;
• record the condition through photographs or video;
• obtain an appropriate delivery remark from the courier; and
• notify SVETARA promptly.

Accepting a visibly damaged package does not automatically eliminate a customer’s rights, but retaining evidence may assist us in investigating the matter with the courier.

13. HOW TO REQUEST A RETURN OR EXCHANGE

A return or exchange request may be submitted through:

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

The request should include:

• customer name;
• registered mobile number and email address;
• order number;
• product name;
• reason for return or exchange;
• preferred resolution;
• clear photographs or videos, where relevant; and
• bank or UPI details only where requested for a COD refund.

Do not send a product back without receiving return instructions or a Return Authorisation from SVETARA.

An unauthorised return may be refused, delayed or returned to the sender.

14. RETURN AUTHORISATION

After reviewing the request, we may:

• approve the request;
• request additional information;
• propose troubleshooting or another resolution;
• reject the request with reasons; or
• provisionally approve the request subject to physical inspection.

Approval of a return request before collection is provisional. Final eligibility is determined after the product reaches us and passes quality inspection.

15. REVERSE PICKUP

Where reverse pickup is available at the delivery PIN code, we may arrange collection through a courier partner.

The customer must:

• pack the product securely;
• use the original protective packaging where available;
• include all accompanying items;
• hand over the correct product;
• obtain a pickup acknowledgement; and
• cooperate with reasonable pickup attempts.

We may ordinarily make up to two pickup attempts. If pickup fails because the customer is unavailable, provides an incorrect address or does not hand over the product, the request may lapse unless alternative arrangements are agreed.

16. SELF-SHIPPING

Where reverse pickup is unavailable, the customer may be required to self-ship the product to the return address provided by SVETARA.

The customer must:

• use a reliable tracked courier;
• securely package the jewellery;
• dispatch it within three calendar days after receiving return approval;
• retain the courier receipt and tracking information; and
• avoid writing directly on the jewellery box or product packaging.

SVETARA is not responsible for a self-shipped return that is lost, misdirected or damaged in transit because of inadequate packaging or an unsuitable courier.

Where the return results from a product supplied damaged, defective or incorrect, we may reimburse reasonable standard return-shipping expenses after receiving valid proof of payment.

17. RETURN-SHIPPING CHARGES

Damaged, Defective or Incorrect Product

No reverse-shipping charge will be imposed where our inspection confirms that the product was:

• delivered damaged;
• affected by a manufacturing defect;
• different from the product ordered;
• incomplete; or
• materially different from its description.

Preference-Based Return or Exchange

For a change-of-mind return or preference-based exchange:

• the customer will bear the applicable reverse-logistics cost;
• the charge will be communicated before pickup or return confirmation; and
• the charge may be collected separately or deducted from the refund.

Original delivery charges, COD charges, convenience charges and gift-wrapping charges are not refundable for a preference-based return, except where required by law or where the return results from our error.

18. QUALITY INSPECTION

Every returned product may undergo inspection to verify:

• product identity;
• barcode and tag matching;
• signs of wear or use;
• hygiene condition;
• scratches, bends, breakage or alterations;
• missing stones or components;
• packaging condition;
• completeness of accompanying items; and
• the stated reason for return.

Quality inspection will ordinarily be completed within three business days after the product reaches our return facility.

19. REJECTION AFTER INSPECTION

A return or exchange may be rejected if inspection establishes that:

• the product was used or worn;
• hygiene requirements were not met;
• the product was damaged after delivery;
• the product is incomplete;
• tags, identifiers or packaging are missing;
• the returned item is different from the item supplied;
• the defect was caused by misuse, alteration or improper care;
• the claim is inconsistent with the product condition; or
• another eligibility requirement was not satisfied.

We will communicate the reason for rejection.

Where a rejected product is to be returned to the customer, the customer may be required to pay the applicable shipping charge. If the customer does not pay the charge or provide delivery instructions within a reasonable period after notification, we may retain the product for a further reasonable period before dealing with it in accordance with applicable law.

20. EXCHANGE CONDITIONS

An eligible product may be exchanged for:

• the same product, where available;
• another colour or variation, where available; or
• another eligible SVETARA product.

All exchanges are subject to stock availability.

Where the replacement product costs more, the customer must pay the difference before dispatch.

Where the replacement product costs less, the balance may be refunded or issued as SVETARA store credit, as selected by the customer and subject to available payment facilities.

Only one preference-based exchange is permitted per product.

A product supplied as an exchange is not eligible for another preference-based return or exchange. This restriction does not apply where the exchanged product is delivered damaged, defective, incorrect or materially misdescribed.

21. EXCHANGE WHEN THE REQUESTED PRODUCT IS UNAVAILABLE

If the requested replacement is unavailable, the customer may be offered:

• another eligible product;
• SVETARA store credit; or
• a refund in accordance with this Policy.

We will not be liable for failure to provide a particular exchange product where it is out of stock or discontinued.

22. REFUND ELIGIBILITY

A refund may be approved where:

• an eligible return passes quality inspection;
• a damaged or defective product is confirmed;
• an incorrect product was delivered;
• an eligible exchange product is unavailable;
• the order is cancelled by SVETARA after payment;
• the customer qualifies under applicable law; or
• we otherwise approve the refund.

Refunds are based on the actual amount paid after applying discounts, coupons, promotional credits and other benefits.

23. REFUND METHOD

Refunds for prepaid orders will ordinarily be initiated to the original payment method.

Refunds for COD orders may be processed through:

• bank transfer;
• UPI; or
• another legally permitted method agreed with the customer.

The customer is responsible for providing complete and accurate refund information. We will not be responsible for delay or loss caused by incorrect banking or UPI details supplied by the customer.

We will never request a UPI PIN, debit-card PIN, credit-card PIN, CVV, internet-banking password or payment OTP to process a refund.

24. REFUND TIMELINE

After the returned product passes quality inspection, the refund will ordinarily be initiated within seven business days.

Once initiated, banks, card issuers, UPI providers and payment gateways may require additional processing time before the amount appears in the customer’s account.

SVETARA is not responsible for delays caused exclusively by the customer’s financial institution after the refund has been successfully initiated, but we will provide reasonable assistance and available transaction details.

25. PROMOTIONS, DISCOUNTS AND COUPONS

Where a returned product was purchased using a coupon, promotion, bundle offer or order-level discount:

• the refund will be based on the net amount paid for the returned product;
• the discount may be recalculated if the remaining order no longer satisfies the promotional conditions;
• any promotional benefit may be reversed;
• the coupon may not be reinstated unless its terms expressly provide otherwise; and
• any applicable reverse-shipping charge may be deducted.

No refund will exceed the amount actually paid for the returned product.

26. BUNDLED PRODUCTS AND JEWELLERY SETS

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

Individual elements of a set cannot be returned separately unless:

• a specific component was missing or defective;
• a partial remedy is approved by us; or
• applicable law requires otherwise.

An earring return must include both earrings unless the order itself contained only one piece.

27. FREE GIFTS AND COMPLIMENTARY ITEMS

Any free gift, promotional item, accessory, pouch or complimentary product supplied with an order must be returned if the qualifying product is returned.

Where the free gift is:

• not returned;
• used;
• damaged; or
• incomplete,

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

Free gifts cannot ordinarily be exchanged or redeemed for cash.

28. AUTHENTICITY CERTIFICATES AND PACKAGING

Where a product is supplied with an authenticity certificate, care card, jewellery box, pouch or other branded packaging, these items form part of the product package and must be returned.

A refund or exchange may be refused or reasonably adjusted if any required accompanying item is missing or materially damaged, except where the damage existed at delivery.

29. REPEATED RETURNS, ABUSE AND FRAUD

We reserve the right to investigate and restrict preference-based returns or exchanges where we reasonably identify:

• repeated excessive return activity;
• use-and-return behaviour;
• substituted or counterfeit products;
• false defect claims;
• multiple-account misuse;
• promotional abuse;
• fraudulent chargebacks;
• package manipulation;
• tampering with tags or identifiers; or
• another dishonest or unlawful practice.

We may suspend an account, restrict payment options, refuse future preference-based transactions, preserve evidence or initiate lawful recovery proceedings.

Nothing in this section permits us to refuse a genuine statutory remedy for a defective, unsafe, incorrect or materially misdescribed product.

30. LOST OR DAMAGED RETURN SHIPMENTS

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

Where the customer self-ships the return, responsibility remains with the customer until the shipment is delivered to our designated return address.

Customers should retain all pickup receipts and tracking information until the matter is fully resolved.

31. PRODUCT LIABILITY AND LEGAL RIGHTS

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

SVETARA may remain responsible where applicable law establishes that a product:

• contains a manufacturing defect;
• materially deviates from specifications;
• does not conform to an express warranty;
• lacks legally required instructions or warnings;
• is materially different from its description; or
• otherwise gives rise to a legally enforceable remedy.

A remedy may be limited or unavailable where the issue was caused by:

• misuse;
• alteration;
• unauthorised repair;
• abnormal use;
• failure to follow care instructions;
• accidental damage after delivery;
• continued use after discovering damage; or
• another act or omission not attributable to SVETARA.

32. LIMITATION OF THE POLICY

The three-day return and exchange facility is a contractual customer benefit provided by SVETARA. It does not constitute an unlimited trial period.

The customer may inspect the jewellery but must not wear, use or alter it before deciding whether to return or exchange it.

To the fullest extent permitted by law, SVETARA will not be responsible for indirect or consequential losses arising from a preference-based return, exchange rejection, replacement delay or temporary unavailability of stock.

Nothing in this section excludes liability that cannot lawfully be excluded.

33. CHANGES TO THIS POLICY

We may update this Policy to reflect changes in:

• applicable law;
• logistics arrangements;
• payment systems;
• product categories;
• operational processes; or
• business requirements.

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

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

Material changes will be published with an updated “Last Updated” date.

34. GRIEVANCE REDRESSAL

Questions, complaints or disputes concerning a return, exchange or refund may be addressed to:

The complaint should include:

• customer name;
• order number;
• registered contact details;
• description of the grievance;
• supporting photographs or documents; and
• the resolution requested.

We will endeavour to:

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

subject to receipt of all information reasonably required to investigate the matter.

35. GOVERNING LAW

This Policy is governed by the laws of India.

Nothing in this Policy restricts a customer from approaching the National Consumer Helpline, a Consumer Disputes Redressal Commission, the Central Consumer Protection Authority, a competent court or another authority having jurisdiction under applicable law.

36. COMPANY INFORMATION

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