Refund policy

Return & Refund Policy

Last Updated: [DATE]

At [STORE NAME], we want you to love every RIVVAN piece you receive. If something isn't right, we're here to help. This Return & Refund Policy explains when returns, exchanges, replacements, and refunds are available.

1. Return Eligibility

You may request a return within [X DAYS] of receiving your order, provided that:

  • The product is unused and in its original condition.

  • The jewellery has not been worn, altered, resized, damaged, or repaired.

  • The product is returned with its original packaging, tags, and accessories, where applicable.

  • The product does not show signs of wear, scratches, stains, or exposure to chemicals, water, perfume, cosmetics, or other substances.

  • You provide your order number and any information reasonably required to process the return.

Products that do not meet these conditions may be refused for return or may be subject to an appropriate adjustment, where permitted by applicable law.

2. Return Timeframe

Return requests must be submitted within [X DAYS] of the date your order was delivered.

To initiate a return, contact us at [EMAIL ADDRESS] with:

  • Order number

  • Name used for the order

  • Product(s) you wish to return

  • Reason for the return

  • Photographs or other information, where requested

Returns requested after the applicable return period may not be accepted unless required by applicable law.

3. Return Approval

Once we receive your return request, our team will review it and let you know whether the item is eligible for return.

If approved, we will provide instructions for returning the product.

Please do not send a product back without receiving return instructions from us, as an unauthorised return may not be processed.

Returned products may be inspected upon receipt before a refund or exchange is approved.

4. Refunds

Once an eligible returned product has been received and inspected, we will process the applicable refund.

Approved refunds will generally be issued to the original payment method.

Refund processing time:

[REFUND PROCESSING TIME]

Please note that once we initiate a refund, the time taken for the amount to appear in your account may depend on your bank or payment provider.

Shipping charges may be non-refundable unless the return is due to a damaged, defective, incorrect, or otherwise qualifying product.

5. Exchanges

We may offer exchanges for eligible products, subject to availability.

If you would like to exchange an item, please contact us at [EMAIL ADDRESS] within [X DAYS] of delivery.

If the replacement item has a different price, the applicable difference may need to be paid or refunded.

If the requested replacement is unavailable, we may offer an alternative product or refund, subject to this policy and applicable law.

6. Damaged, Defective, or Incorrect Products

We take care to ensure that every order is checked before dispatch.

If you receive a product that is:

  • Damaged during delivery

  • Defective

  • Incorrect

  • Missing from your order

  • Significantly different from the product you ordered

please contact us at [EMAIL ADDRESS] within [X DAYS] of delivery.

Please provide your order number along with clear photographs and/or video showing the product and its packaging. This helps us investigate the issue with our team and delivery partner.

If the issue is confirmed to be our responsibility, we may offer a replacement, exchange, repair where appropriate, or refund, depending on the circumstances and applicable law.

Where a return is required because of a confirmed damaged, defective, or incorrect product, [STORE NAME] will [COVER / REIMBURSE] the applicable return shipping cost.

7. Jewellery Wear and Care

Silver jewellery can naturally change in appearance over time. Tarnishing, oxidation, minor scratches, and changes caused by normal wear are not necessarily manufacturing defects.

Exposure to:

  • Water

  • Sweat

  • Perfume

  • Cosmetics

  • Lotions

  • Chlorine

  • Cleaning chemicals

  • Other harsh substances

may affect the appearance or condition of jewellery.

Products showing signs of normal wear or damage resulting from improper care may not qualify for a return or refund.

Please follow the jewellery-care instructions provided with your order.

8. Non-Returnable Items

Unless required otherwise by applicable law, the following items may not be eligible for return:

  • Personalised or customised jewellery

  • Products that have been resized or altered at the customer's request

  • Products showing signs of wear or damage

  • Products returned without their original packaging where the packaging is necessary for resale

  • Products damaged through improper use or care

  • Gift cards, where applicable

  • Items specifically identified as final-sale or non-returnable on the product page

Any product-specific return restrictions will be communicated before or at the time of purchase where applicable.

9. Return Shipping Costs

For a change-of-mind return or other return that is not due to a defect, damage, or error on our part:

Return shipping cost: [CUSTOMER / STORE]

For an approved return involving a damaged, defective, or incorrect product caused by us or the delivery process:

Return shipping cost: [STORE COVERS RETURN SHIPPING]

We will provide the applicable return instructions when your return is approved.

10. Refunds for Cancelled Orders

If an order is cancelled before dispatch and the cancellation is eligible under our cancellation policy, we will process the applicable refund.

Once an order has been dispatched, cancellation may no longer be possible and the order may instead be subject to our return policy.

11. Failed Deliveries and Unclaimed Packages

If an order is returned to us because of an incorrect address, repeated failed delivery attempts, refusal to accept delivery, or other circumstances attributable to the customer, any refund or re-shipment will be handled on a case-by-case basis and may be subject to applicable shipping or return costs.

12. How to Start a Return

To request a return, please contact:

[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]

Please include your order number and the reason for your return.

Our team will respond with the next steps and any information required to process your request.

13. Contact Us

If you have any questions about returns, exchanges, replacements, or refunds, we're happy to help.

[STORE NAME]
Email: [EMAIL ADDRESS]
Phone: [PHONE NUMBER]
Business Address: [BUSINESS ADDRESS]

We aim to respond to return and refund enquiries within [BUSINESS DAYS] business days.

Important: This policy is a general template and should be reviewed against your actual business model and applicable Indian consumer-protection laws before publication. Nothing in this policy is intended to remove or restrict any mandatory consumer rights or remedies available under applicable law.