Cancellation & Refund Policy

Effective Date: 25th September, 2025
Email for Support: nerolijewels@gmail.com

At Neroli Jewels, every piece is created and packed with care. We value our customers and want you to feel confident when shopping with us.
This Cancellation & Refund Policy explains in detail how we handle order cancellations, defects, refunds, and related concerns. Please read it carefully before making a purchase. By placing an order with us, you agree to the terms stated below.

1. Order Cancellations

1.1 Cancellations Before Shipment

• If you wish to cancel an order, you may request a cancellation within 12 hours of placing your order, provided the order has not been packed or shipped.

• To request a cancellation, email us at nerolijewels@gmail.com with:

  • Your full name

  • Order number

  • Reason for cancellation

• If the order has not been processed for dispatch, we will cancel it and issue a full refund to your original payment method within 7–10 business days.

1.2 Cancellations After Shipment

• Once an order has been shipped or handed over to the courier, we are unable to cancel it.

• Refusing delivery of a shipped package will not be considered a valid cancellation and will not qualify for a refund.

• If you no longer wish to keep the item after shipment, please understand that our no-returns policy will apply (except in case of a verified defect—see Section 3 below).

2. Returns Policy

2.1 No Returns or Exchanges

• We do not accept returns or exchanges for reasons such as change of mind, dislike of the design, size preference, or accidental order placement.

• Every item is carefully inspected and packed before shipment to ensure it reaches you in perfect condition.

2.2 Exception – Manufacturing or Transit Defects

• The only exception to our no-returns policy is if the product you receive is defective, damaged, or different from what you ordered.

• In such rare cases, we will issue a full refund or a replacement (subject to product availability), as per your choice.

• To qualify, you must provide video proof of unboxing as described in Section 3.

3. Defects & Refund Procedure

If you receive a product that is defective or damaged, we’re committed to making it right. Please follow these steps to ensure a smooth process.

3.1 Reporting a Defect

• Send an email to nerolijewels@gmail.com within 48 hours of delivery.

• Include:

  • Your order number

  • A detailed description of the defect or damage

  • Clear video proof showing the unboxing from the moment the sealed package is opened until the defect is clearly visible.

• The video must be continuous (no pauses or cuts) and must show:

  • The outer packaging and shipping label

  • The product being unboxed and inspected

  • The exact defect or damage

3.2 Why Video Proof is Required

Video evidence is crucial because:

• It confirms that the defect or damage occurred before the product reached you, not after use.

• It allows our team to process your claim quickly and fairly.

• It provides necessary documentation for logistics and insurance purposes.

3.3 Review & Approval

• Once we receive your email and video proof, our team will carefully review the footage within 2–4 business days.

• If the claim is approved, you will receive an email confirming:

  • Your refund amount, or

  • Details for a replacement shipment (if you prefer and stock is available).

4. Refunds

4.1 Eligibility

Refunds will be issued only under the following conditions:

• The product arrived defective or damaged and your claim with video proof was approved.

• The product shipped was incorrect (wrong design, size, or quantity) compared to your order.

• The order was cancelled before shipping.

4.2 Method of Refund

• Refunds will be made only to the original payment method used during purchase (credit/debit card, UPI, net banking, etc.).

• For prepaid orders, refunds typically reflect in your account within 7–10 business days from the date of approval.

• For certain payment gateways or banks, timelines may vary slightly depending on their internal processing.

4.3 Non-Refundable Cases

Refunds will not be issued if:

• The unboxing video is missing, incomplete, or edited.

• The defect is reported after 48 hours of delivery.

• The product shows signs of wear, breakage due to mishandling, or intentional damage.

• The issue is related to slight variations in color or finish, which are natural with handcrafted jewellery.

5. Shipping Charges on Refunds

• If the defect claim is approved, we will bear the cost of return shipping (if applicable).

• In case of cancellation before dispatch, no shipping cost will be charged.

• If a customer refuses a shipment without reason or required proof, shipping charges may be deducted from the refund amount.

6. Important Customer Responsibilities

To help us serve you better:

• Inspect your parcel on delivery. If the box is visibly damaged or tampered with, mention it on the delivery slip and capture a photo or video before opening.

• Record a clear, uncut unboxing video when opening every order. This is mandatory for defect-related refunds or replacements.

• Store your jewellery properly to avoid scratches or breakage after delivery—products damaged after safe receipt are not eligible for refunds.

7. Handmade & Material Disclaimer

Our jewellery is carefully crafted and plated, and slight variations in:

• Color tone,

• Texture of stones or resin, or

• Finish of metal plating
  are natural and not considered defects.

These subtle differences are part of the charm of handcrafted fashion jewellery and do not qualify for a refund or replacement.

8. Contact Us

For any cancellation, defect report, or refund query, please email:

📧 nerolijewels@gmail.com

When writing to us, please include:

• Your full name

• Order number

• Date of purchase

• Clear video proof (for defect-related issues)

Our support team responds within 24–48 business hours.

9. Policy Updates

Neroli Jewels reserves the right to update or modify this Cancellation & Refund Policy at any time without prior notice. Changes will be effective immediately when posted on our website.
Please review this page periodically to stay informed of updates.

✅ Summary Table – At a Glance

Final Note

Every Neroli Jewels piece is carefully handcrafted and double-checked before shipping. While we stand by our quality, we understand that rare defects can occur during production or transit.
This policy ensures complete transparency and fairness, while also protecting the integrity of our handcrafted jewellery.

By placing an order on our website or partner marketplaces, you acknowledge and agree to this Cancellation & Refund Policy.

For any assistance, write to us anytime at nerolijewels@gmail.com—we’re here to help.