Returns & Exchange — Durbar Jewellery

Return Eligibility

What can & cannot be returned

✅ Eligible for Return / Exchange

Item received is damaged or broken
Wrong item delivered (different from order)
Item has a manufacturing defect
Significant colour difference from product photos
Item is missing from the package
Size or fit issue (exchange only)
Unused and unworn items in original packaging

✕ Not Eligible for Return

Items returned after 7 days of delivery
Items that have been worn or used
Items without original packaging or gift box
Damage caused by misuse, water or perfume
Personal hygiene products (ear pins, hooks)
Items marked as Final Sale or Non-Returnable
Change of mind after 7 days

⚠️ Important

All returns must be initiated within 7 days of the delivery date. Returns initiated after 7 days will not be accepted unless the item has a manufacturing defect, which is covered for 30 days.

Return Process

How to initiate a return

Our return process is designed to be as simple and stress-free as possible. Here is how it works:

1

WhatsApp Us Within 7 Days

Send us a WhatsApp message at +91-9625786743 with your Order ID, the item name, and the reason for return. Include 2–3 clear photos of the item showing the issue.

2

We Review & Approve

Our team reviews your request within 24 hours (business days). We will confirm whether your return is approved and provide the return address.

3

Pack & Ship the Item

Pack the item securely in the original gift box if possible. Ship it to our address using any courier. Share the tracking number with us on WhatsApp.

4

We Receive & Inspect

Once we receive the item, our team inspects it within 1–2 business days. We will send you a confirmation once the return is processed.

5

Refund or Exchange Initiated ✨

Your refund is processed within 5–7 business days to your original payment method. If you opted for an exchange, your new item is dispatched within 24 hours of inspection.

Refund Details

Refund timeline & methods

Payment Method	Refund Method	Timeline
UPI (GPay, PhonePe, Paytm)	Back to UPI / Bank Account	3–5 Business Days
Credit / Debit Card	Back to Card	5–7 Business Days
Net Banking	Back to Bank Account	5–7 Business Days
Cash on Delivery (COD)	Bank Transfer (NEFT/IMPS)	7–10 Business Days
Wallet / Gift Card	Store Credit / Wallet	1–2 Business Days

💚 Shipping on Returns

If the return is due to our error (wrong item / defective) — we bear the return shipping cost
If the return is due to change of mind or size issue — the customer bears the shipping cost
We recommend using a tracked shipping service for returns

Exchange Policy

Want a different item instead?

We are happy to exchange your item for a different product or the same product in a different colour within 7 days of delivery. Here is what you need to know:

Exchange Type	Details
Same item, different colour	Exchanged at no extra cost (subject to availability)
Different item of same value	Exchanged at no extra cost
Different item of higher value	Pay the price difference only
Different item of lower value	Difference refunded as store credit
Defective / wrong item	Full exchange at zero cost — we cover shipping both ways

🌸 Pro Tip

Exchanges are processed faster than refunds. If you are unsure about an item, exchanging for store credit is the quickest option — your credit never expires and can be used on any future order!

Common Questions

Returns & Exchange FAQs

My item arrived damaged. What do I do?

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Please take clear photos of the damaged item and packaging immediately. WhatsApp us the photos along with your Order ID within 48 hours of delivery. We will arrange a free replacement or full refund as per your preference.

I received the wrong item. What now?

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We apologise for the mix-up! Please WhatsApp us a photo of the item you received along with your Order ID. We will arrange a free pickup and dispatch the correct item within 24 hours of receiving your return.

Can I return an item if I just changed my mind?

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Yes, you can return an unused, unworn item in its original packaging within 7 days of delivery if you have changed your mind. In this case, the return shipping cost is borne by the customer. Refund is processed once we receive and inspect the item.

How long does it take to get my refund?

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Once we receive and inspect the returned item, refunds are processed within 5–7 business days for card and UPI payments. COD refunds take 7–10 business days via bank transfer. You will receive a confirmation message on WhatsApp once the refund is initiated.

I lost the original box. Can I still return?

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We prefer returns in the original packaging as it protects the item during transit. However, if the original box is not available, please pack the item safely in any box with adequate cushioning. Contact us first and we will guide you through the process.

My plating has faded after a few weeks. Is this covered?

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Our jewellery is covered by a 30-day quality guarantee against manufacturing defects. Fading caused by contact with water, perfume, sweat or chemicals is considered wear and tear and is not covered. We recommend following our jewellery care guide to maximise the life of your pieces.

Can I cancel my order?

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Orders can be cancelled within 2 hours of placement. After that, the order enters processing and cannot be cancelled. If your order has already been dispatched, you will need to follow the return process after delivery. Please WhatsApp us as soon as possible if you wish to cancel.

Make Your Jewellery Last

Jewellery Care Guide

The best way to avoid returns is to care for your jewellery properly. Follow these simple tips to keep your Durbar pieces sparkling:

Do This ✅	Avoid This ✕
Store in the provided gift box or pouch	Leaving jewellery exposed in open air
Wipe gently with a soft dry cloth after wearing	Using harsh chemical cleaners or alcohol
Put jewellery on after applying perfume / lotion	Spraying perfume directly on jewellery
Remove before bathing, swimming or exercising	Wearing in the shower, pool or gym
Store pieces separately to avoid scratching	Tangling multiple pieces together
Handle with clean, dry hands	Touching with oily or wet hands