Refund policy

Exchange, Return & Refund Policy for Ojaaru Silver Jewellery

 

Thank you for shopping with Ojaaru. We strive to provide you with high-quality products & exceptional customer service, your satisfaction is our first & only priority. At OJAARU, we continuously work very hard to provide a seamless shopping experience and ensure your complete satisfaction with our exquisite silver jewellery. This policy outlines the guidelines for returning or exchanging your Ojaaru purchase. In the event that you are not entirely satisfied with your purchase, we offer our Exchange, Return & Refund Policy to ensure your complete satisfaction.

 

Exchange Policy

Exchange Policy & Time Limit

Customers have a strict 7-day window from the date of delivery to initiate an exchange. Requests made after this period will not be accepted.

Process for Like-Value Exchanges (Size/Color Changes):

  • Notification: To initiate an exchange for a different size, color, or design of the same value, please reach out via WhatsApp at 7650011838 or email at ojaaru5@gmail.com.
  • Approval & Pickup: Upon approval and confirmation of the desired item's availability, we will arrange and cover the cost of the return shipment pickup.
  • Packaging Requirements: The return must include all original packaging and accessories.
  • Mandatory Handover Video: A video recording of you handing the sealed package to the courier is required and must be shared with us. Returns without complete packaging, accessories, or this video documentation will be deemed incomplete and cannot be processed.
  • Final Steps: Once the returned item passes QC inspection, the replacement item will be shipped free of charge (We only cover the shipping cost for the first exchange).
  • Exchanges for Different Values: If exchanging for an item with a different price point, the above process applies. The value difference will be managed through the issuance of a voucher.

 

 Eligibility Criteria

To qualify for a return, the product and its packaging must be in pristine, resalable condition:

  • Original Condition: The item must be unused and remain in the exact same condition as when it was delivered to you.
  • Complete Packaging: You must return the item in its original packaging, which includes the outer packing, the jewelry box, the pouch, the jewelry itself, and all other accompanying materials.
  • Intact Labels: All original tags, labels, and protective materials must be attached, intact, and undamaged.
  • Include Extras: Any complimentary gifts or accessories received with the purchase must also be returned.

 

Missing or Broken Item/Wrong Delivery

If you receive an empty package, or find that items in your delivery are missing or broken, please take the following steps:

  • Contact Us Promptly: You must reach out to our customer support team within 12 hours of receiving your delivery.
  • Provide Video Evidence: To make a claim, you are required to submit a comprehensive 360-degree video recording of the entire package unboxing process.
  • Documentation Requirements: The video must clearly show the condition of both the external package and its internal contents.
  • Strict Policy: No claim will be entertained or processed without this required video documentation.
  • Tampering Warning: Any evidence suggesting the package was tampered with will lead to immediate rejection of the claim.
  • Time Limit: Claims submitted after the 12-hour window may not be considered.
  • Final Decision: The company reserves the sole discretion to determine the outcome of all claims based on the evidence provided and our internal investigation.
  • Get Help: For assistance, please contact our customer support team via our official channels.


Return & Refund Policy

7-Day Exchange Window

If you receive an incorrect or defective item, we are happy to offer an exchange within 7 days of delivery, provided the item is unworn and undamaged.

  • Proof of Defect: An unboxing video is required to verify any defective claims.
  • Hygiene & Safety: Due to strict hygiene regulations, certain items—such as earrings and nose pins—are final sale and cannot be returned or exchanged unless proven defective upon receipt.

Ensuring Your Satisfaction

To ensure you fall in love with your Ojaaru silver jewelry, we recommend carefully reviewing product descriptions and size guides before placing your order.  Additionally, our customer service team is always available to answer any questions you may have about a specific piece. We are dedicated to helping you find the perfect silver jewelry to complement your unique style.

Return Period

You have a period of 2 days from the date of delivery to initiate a return for your Jewellery. After this period, we regret that we cannot accept returns. Items once exchanged cannot be returned. 

Eligibility Criteria

To qualify for a return, the following conditions must be met:

  • Original Condition: The item must be in its original packaging, which includes the outer packing, the jewelry box, the pouch, the jewelry and all other accompanying materials unused and remain in the exact same condition as when it was delivered to you.
  • Satisfactory Reason:  The reason for return has to be satisfactory and Ojaaru reserves the right to accept or reject the return
  • Intact Labels: All original tags, labels, and protective materials must be attached, intact, and undamaged.
  • Include Extras: Any complimentary gifts or accessories received with the purchase must also be returned.

Return Process

To initiate a return, please follow these steps:

  •       Contact our customer support team by WhatsApp (7650011838)/email within 2 days of receiving your order to inform us about your intention to return the item.
  •       Provide us with your order number, details of the item you wish to return, and the reason for the return.
  •       Our customer support team will guide you through the return process and provide you with the necessary instructions and return address
  •       Please pack the item securely in its original packaging, including all accompanying materials, and ship it back to us using a reliable and trackable shipping method.

 Return Shipping Costs

The customer is responsible for covering the return shipping costs, restocking charges & payment gateway charges, except in cases where the return is due to our error or a defective product. In such instances, please contact our customer support team for further assistance.

Inspection and Refund

While handing over the product to our Courier partner, you are required to make a video and share with us for future reference in case of any dispute arises. Please remember that any Return without its packaging & original accessories (which came along with it) or in unsealed condition and without its video while handing it over to the courier will be deemed incomplete and we will not be able to proceed further.

Once we receive the returned item, our quality control team will inspect it to ensure it meets the eligibility criteria mentioned above. If the item is approved for a refund, we will process your refund within 7 business days after deducting the shipping/payment gateway charges incurred at our end during shipment to you. The refund will be issued using the original payment method used during the purchase. Please be noted that in case of COD orders, refund will be in the form of Coupons only.


Please note that our return and refund policy is subject to change without prior notice. We recommend reviewing this policy periodically on our website or contacting our customer support team for the most up-to-date information.

If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team. We are here to help and ensure your satisfaction.

Thank you for choosing Ojaaru!