We want every Srimathi Jewellers order to reach you safely and as described. This policy explains when an order may be cancelled, returned, replaced, or refunded.

1. Order Cancellation

To request cancellation, contact us as soon as possible with your order number. An order can be cancelled only before it has been dispatched or before customization, engraving, resizing, made-to-order production, or special sourcing has started.

After dispatch, cancellation may not be possible. If we approve an exceptional cancellation after dispatch, actual shipping, return, payment-processing, or handling charges may be deducted where permitted by law and clearly communicated.

Srimathi Jewellers may cancel an order because of stock unavailability, payment failure, verification failure, suspected fraud, an incorrect price, serviceability restrictions, or another operational or legal reason. If we cancel a paid order, the eligible amount will be returned to the original payment method.

2. Return or Replacement Request Window

A return or replacement request must be submitted within 2 calendar days of delivery. Requests received after this period may not be accepted except where required by applicable law.

Contact us through your Zoho customer account, email, phone, or WhatsApp. Include the order number, product name, reason for the request, and supporting photographs/video.

3. Eligible Reasons

Subject to verification, a return or replacement may be considered when:

• A different product, design, size, colour, or quantity was delivered from the confirmed order.

• An item or component is missing, or the package is empty.

• The product arrived physically damaged or has a verified manufacturing defect.

• The product is materially different from its website description.

• The parcel was tampered with during delivery.

4. Evidence Required

Keep the product, invoice, tags, certificates, accessories, gifts, labels, and original packaging. For transit damage, missing contents, an empty package, or an incorrect item, we may request clear photographs and a continuous unboxing video beginning before the package is opened. Do not use, alter, repair, wash, polish, resize, or remove tags from the item while the request is under review.

5. Non-Returnable Items

Unless damaged, defective, incorrect, or otherwise required by applicable law, the following are generally not eligible for return or exchange:

• Customised, engraved, personalised, resized, made-to-order, or specially sourced products.

• Earrings, nose ornaments, toe rings, and other hygiene-sensitive products once opened or tried on.

• Products showing wear, scratches, damage, alteration, missing parts, removed tags, or improper handling after delivery.

• Products returned without original packaging, invoice, certificate, accessories, or promotional gifts.

• Gift cards, vouchers, final-sale items, and products identified as non-returnable on the product page.

• Minor variations in colour, texture, handmade finish, natural stones, beads, dimensions, or weight within the tolerance disclosed on the product page.

• International orders after dispatch, unless Srimathi Jewellers confirms eligibility or applicable law requires otherwise.

6. Review and Approval

Submitting a request does not automatically guarantee a return, replacement, or refund. We will review the information and may ask for additional evidence. After approval, we will arrange reverse pickup where service is available or provide return instructions.

If reverse pickup is unavailable, you may be asked to ship the item using a trackable service. Reimbursement of reasonable return shipping applies only when confirmed by us in writing and when the claim is verified as our error, transit damage, or a covered defect.

7. Inspection

Returned products are inspected against the approved claim. We may reject a request if the item fails eligibility checks, is used or altered, is missing packaging or accessories, or does not match the item originally supplied. If rejected, return shipping to the customer may be chargeable.

8. Replacement

An approved replacement is subject to stock availability. If the same item is unavailable, we may offer an alternative product, store credit, or refund, depending on the circumstances and your agreement. A replacement order will be dispatched after the returned item passes inspection.

9. Refunds

An approved refund will be initiated after the returned product has been received and inspected. Refunds are normally issued to the original payment method. Bank or payment-provider processing time is outside our control. Original shipping, customs duties, taxes paid to foreign authorities, payment fees, gift wrapping, and handling charges may be non-refundable unless the return resulted from our error or applicable law requires otherwise.

For Cash on Delivery orders, if offered, we may request verified bank details to process the refund securely.

10. Price Changes and Promotional Purchases

Price changes after purchase do not qualify for a refund of the difference. If a promotional item is returned, any free gift, discount benefit, or bundle item associated with it must also be returned; otherwise, its value may be deducted from the refund where permitted by law.

11. Contact for Requests

Email: srimathijewellersmannai@gmail.com
Phone/WhatsApp: +91 73588 03991
Business hours: 9:30 AM–6:30 PM IST