Effective Date: 6 August 2026 | Last Updated: 6 August 2026
Applies to direct purchases from purnavejewelz.com and other direct digital sales channels, unless stated otherwise.
1. Scope
This Policy applies to eligible direct purchases from purnavejewelz.com and direct orders accepted by Purnave Jewelz through Instagram or WhatsApp. Marketplace orders are subject to the marketplace process. Exhibition and other in-person purchases are ordinarily final after inspection, except for a verified defect, damage, incorrect product or other non-excludable legal right.
2. Return or Exchange Window
A request for an eligible return or exchange must be submitted within 48 hours of delivery. Requests received after this period may be declined unless applicable law requires otherwise.
3. Damaged, Defective or Incorrect Products
Visible transit damage, missing items or an incorrect product should be reported within 48 hours of delivery where reasonably possible. Other apparent defects should be reported promptly and within the return window. Contact care@purnavejewelz.com with the order number, description of the issue, clear photographs, an uninterrupted parcel-opening video showing , 1. The sealed package as received, 2. The complete opening process, 3.The issue with the product and any other relevant evidence.
An uninterrupted parcel-opening video is must because it may help verify transit damage, shortages or substitution.; Purnave Jewelz will consider all reasonably available evidence.
4. Change-of-Mind Requests
Please note, we do not accept returns for change of mind, dissatisfaction with size or color, or damages caused by wear and tear, improper care, misuse, or accidental handling after delivery. Returns will only be considered if the item received is damaged (with valid proof) or different from what was originally ordered.
5. Eligibility Conditions
To qualify, the product must be:
- unused, unworn, unwashed, unaltered and free from perfume, cosmetics, scratches, stains or damage;
- returned with original tags, invoice, pouch, box, protective materials and accessories;
- securely packed to prevent transit damage; and
- the same item supplied in the relevant order.
6. Non-Returnable or Non-Exchangeable Items
Unless the product was damaged, defective, incorrect or misdescribed, the following are not eligible:
- earrings, nose pins and other pierced jewellery, for hygiene reasons;
- personalised, customised, altered or made-to-order products;
- gift cards, vouchers and store credits;
- items expressly marked “Final Sale” or non-returnable before purchase;
- free gifts, promotional samples or complimentary items when returned separately;
- products showing use, wear, scratching, bending, breakage, chemical exposure or improper storage; and
- gradual tarnish, plating fade, colour change or normal wear after use where no express warranty applies.
7. Return Approval and Shipping
Customers must obtain return instructions before sending any product. Unauthorised returns may be refused or delayed. Reverse pickup may be arranged where available. Where pickup is unavailable, the customer may be asked to self-ship using a trackable service.
For a validated damaged, defective, incorrect or incomplete order, Purnave Jewelz will bear or reimburse reasonable return-shipping costs in accordance with the instructions provided.
8. Inspection
Returned products are inspected after receipt. Inspection ordinarily takes 3-5 business days. Acceptance of a pickup or delivery of a return parcel does not itself mean the return has been approved.
9. Exchanges
Exchange requests are accepted only for damaged, defective, missing, or incorrectly delivered products. A complete unboxing video is required for transit-related claims. Products should be reported within 48 hours of delivery. Claims raised after a significant delay may not be eligible for approval.
An exchange is subject to product availability. If the requested replacement is unavailable, Purnave Jewelz may offer another product, store credit, a refund. Shipping charges for genuine cases will be borne by Purnave Jewelz.
10. Refunds
Approved refunds will ordinarily be initiated within 5-7 business days after inspection and approval. Prepaid-order refunds will be sent to the original payment method. COD refunds will be made to a verified Indian bank account or UPI ID supplied by the customer; cash refunds are not issued.
The customer’s bank, card issuer, UPI provider or payment gateway may require additional time to show the credit. Purnave Jewelz is not responsible for processing time controlled solely by those institutions.
11. Shipping and COD Charges
Original shipping and COD charges are not refundable for a refusal, unsuccessful customer-requested delivery or address error. They will be refunded or appropriately adjusted where the return results from a verified Purnave Jewelz error, transit damage, defect or incorrect product.
12. Free Gifts and Bundles
Where a returned order included a free gift, bundle discount or promotional benefit, the associated items must also be returned where requested. If they are retained, their disclosed or reasonable value may be deducted from the refund or store credit.
13. Refused and Abusive Claims
Purnave Jewelz may refuse a claim involving a substituted product, counterfeit return, tampered item, false evidence, repeated misuse or a product that does not meet the eligibility conditions. A reason for refusal will be communicated. This clause does not limit genuine statutory remedies.
14. Contact
Return requests: care@purnavejewelz.com | +91 93610 01028 | 11:00 AM-8:00 PM IST on business days.