Eligible for Return / Exchange
We want you to love your jewellery, but in rare cases when something goes wrong, we’re here to help. A return or exchange will be accepted only under the following conditions:
- The product is damaged, defective, or faulty.
- Exchange is possible only if the requested item is in stock.
- Jewellery must be unused, unworn, and returned in its original packaging.
- The product must be shipped back in its original box and protective materials.
- A single, unedited 360° parcel opening video (showing the sealed package, outer box, and product) must be shared within 24 hours of delivery.
- Return or exchange requests must be raised within 24 hours of delivery.
- Proof of purchase (invoice/receipt) is required.
- In case of multiple items in an order, only the damaged/faulty product will be refunded/exchanged.
Non-Returnable / Non-Exchangeable
While we try to make every order perfect, certain cases are not covered under our return/exchange policy. Please note that returns or exchanges are not possible in the following situations:
- Order cancellations after acceptance.
- If the returned product does not match the originally ordered article.
- Incorrect, incomplete, or outdated delivery addresses.
- Invalid address formats, including PO Box addresses.
- After 3 failed delivery attempts by the courier partner.
- If the recipient refuses to accept delivery.
- Sizing issues (please refer to our size guide before placing your order).
- Products returned in a used, worn, or damaged condition.
- Minor colour/design variations — products are photographed under professional lighting, and actual shades may appear slightly different under natural light. However, we ensure the product images are as close to reality as possible.
- Items from combo sets or gift boxes (no partial returns/exchanges allowed).
Process for Returns / Exchanges
We want you to love your jewellery, but in case you face an issue, here’s how our return and exchange process works:
Unboxing Proof (Mandatory)
To process any return or exchange request, you must provide a single, unedited 360° video of the full unboxing. This is a compulsory step to ensure authenticity and avoid misuse.
The video must clearly show:
- The sealed outer package
- The outer shipping box
- The jewellery product inside
Important: No cuts, pauses, or edits are allowed in the video.
In rare cases where a package arrives empty or with missing items, you must contact us within 24 hours of delivery with a 360° unboxing video showing the sealed package and all contents.
Without sufficient proof, HIVA Jewels reserves the right to decline the claim.
Initiating the Return / Exchange
- Contact us within 24 hours of delivery via Email/WhatsApp, along with your unedited unboxing video.
- Email: hivajewelsinfo@gmail.com
- WhatsApp: +91 9116911196
Please mention your Order ID when reaching out.
Our support team will confirm eligibility and share the detailed return instructions with you.
Pickup & Shipping
We’ll coordinate the reverse pickup from the same address where the order was originally delivered.
Once a pickup is scheduled, please ensure:
- You are available to hand over the parcel to the delivery partner.
- You respond to their calls.
- Missed pickups may require a new pickup request and can delay the process.
Some PIN codes may not support reverse pickup. In such cases, you’ll need to return the product via a trackable courier service (e.g., India Post).
We are not responsible for parcel loss or missing items of return shipments in transit. Always use a trusted courier with tracking.
For added safety, we recommend recording a single, unedited 360° video while handing over the package to the delivery personnel.
Inspection & Resolution
- The item must be shipped back securely in its original packaging.
- After inspection by our QC team, we will process:
- An exchange (if stock is available), OR
- A refund as per company policy.
- You’ll be notified via email once your return is approved.
- Please note: Items from combo sets or gift boxes are not eligible for partial returns or replacements.
Customer Support
Support Hours
- Working Days: Monday to Saturday
- Timings: 10:00 AM — 8:00 PM
- Closed on: Sundays & National/Festival Holidays
Refund Timeline
- We process refunds as quickly as possible once your returned item has been received and inspected.
- Prepaid orders will be refunded to the original payment method within 7-10 business days after approval.
- Refunds are issued only after quality inspection of the returned product.
Additional Notes
- We strive to make your shopping experience smooth and transparent. A few important points to note:
- For orders below 1000, shipping charges may vary based on location and parcel weight. A standard fee of ₹100 may apply.
- Deliveries to remote or non-serviceable locations may experience slight delays depending on courier availability.
- Any defective, damaged, or incorrect deliveries must be reported to us within 24 hours of delivery, along with the required unboxing 360 degree video proof.
- In the rare case of missing items, we will verify the claim against the unboxing video before resolution.
