Refund policy

Last updated: 4 October 2026

At VANI JEWELLERS, every piece leaves us checked, photographed and sealed by hand. This policy explains how returns and refunds work, what our lab looks for when a piece comes back, and the one step we ask of you that protects us both.

The short version

  • 30 days from the date your order is delivered to raise a return.
  • The piece must be unworn, unaltered and complete, in its original box with all tags and documentation.
  • Film yourself opening the parcel. For any damage, shortage or wrong-item claim, this footage is required.
  • Every returned piece is assessed in our in-house lab. That assessment determines the outcome.
  • Pieces showing perspiration, perfume, cosmetic or chemical residue have been worn and cannot be refunded.

1. Your 30-day window

You have 30 calendar days from the date of delivery to request a return. Delivery date is taken from our courier's tracking record.

Requests raised after 30 days cannot be processed. We recommend inspecting your piece within 48 hours of delivery, even if you do not intend to wear it immediately.

2. Before it ships: our quality control

Every order passes through a two-stage check before it is packed:

  • Bench check. Our quality team inspects the piece for finish, stone setting, clasp and hinge function, plating consistency and weight against specification.
  • Pack check. The piece is photographed in its final condition immediately before it is boxed and sealed. This record is retained against your order number.

This means we hold a dated photographic record of the exact condition in which your piece left us. We use it as the baseline for any claim, and it is equally available to support yours.

3. Please open your parcel on camera

We ask every customer to record a single continuous video while opening their parcel, beginning with the sealed outer packaging and the shipping label clearly visible, and continuing without cuts until the piece is fully unwrapped.

This takes less than a minute and is the single most effective thing you can do to protect yourself. Jewellery is small, valuable and travels through several pairs of hands. If something is damaged, missing or incorrect, that footage settles the matter immediately and in your favour.

For claims of transit damage, shortage, or a wrong item received, unedited unboxing footage is required. Without it we have no way to establish whether an issue arose with us, in transit, or after delivery, and we will not be able to process the claim.

Unboxing footage is not required for an ordinary change-of-mind return within 30 days.

4. What we accept

A piece is eligible for return when all of the following are true:

  • It is unworn and shows no signs of use.
  • It is complete — original box, pouch, authenticity card, care card and all tags still attached.
  • It has not been altered, resized, engraved, repaired or cleaned by anyone other than us.
  • The return is raised within 30 days of delivery.

5. What we cannot accept

We are unable to refund:

  • Pieces that have been worn, however briefly.
  • Pieces showing perspiration, perfume, deodorant, lotion, cosmetic or chemical residue (see section 6).
  • Pieces that are scratched, bent, misshapen or have stones loosened or missing, where our pack-check record shows the piece left us intact.
  • Pierced jewellery — earrings and nose pins — once the hygiene seal has been broken, except where the piece is faulty. This is a hygiene restriction and is standard across the industry.
  • Personalised, engraved, custom-made or made-to-order pieces, except where faulty.
  • Gift cards.
  • Pieces returned without the original box, tags or authenticity card.
  • Pieces bought from any seller other than vanijewellers.com or our authorised channels.

6. Our lab assessment

Every returned piece is inspected in our in-house lab before a refund is approved. The outcome of that assessment is the basis on which refunds are granted or declined.

The assessment compares the returned piece against our dated pack-check photograph and examines it for:

  • Markers of wear. Fine silver readily absorbs and reacts with skin oils, perspiration, fragrance and cosmetic compounds. These leave detectable traces, surface dulling and characteristic tarnish patterns that distinguish a worn piece from an unworn one.
  • Structural condition. Clasps, hinges, prongs, settings and solder joints.
  • Finish integrity. Plating wear, scratching, abrasion and polishing marks.
  • Weight and specification against the original record for your order.

Where the assessment finds that a piece has been worn and returned as unworn, we treat this as a wrongful return. The refund will be declined, the piece returned to you at your cost, and we reserve the right to decline future orders.

We complete assessments within 5 business days of receiving your return. You will receive the outcome in writing. If a claim is declined, we will tell you specifically what the assessment found.

If you disagree with an assessment, write to us at info@vanijewellers.com within 7 days and we will have a second member of the team review it independently.

7. Damaged in transit, wrong item, or something missing

Tell us within 48 hours of delivery and include:

  • Your order number
  • Unedited unboxing footage, beginning with the sealed parcel and label visible
  • Photographs of the piece and of the outer packaging, including any damage to the box itself

Where our records and your footage show the issue arose with us or in transit, we will replace the piece or refund you in full, including all shipping costs. You will not be asked to pay anything.

8. How to start a return

  1. Email info@vanijewellers.com or WhatsApp us on +91 96874 46088 / +91 99241 11940 with your order number and reason for return.
  2. We will confirm eligibility and send you a return authorisation and address within 2 business days.
  3. Pack the piece in its original box with all tags, card and packaging.
  4. Ship it to the address provided. Please use a tracked and insured service — until it reaches us, the piece remains your responsibility.
  5. We assess the piece in our lab and confirm the outcome in writing.

Please do not ship a return without authorisation. Unauthorised returns cannot be tracked against your order and may be refused.

9. Refunds

Approved refunds are issued to the original payment method. We process them within 3 business days of approval. Your bank or card issuer will then take a further 5 to 10 business days to post the amount to your account — that part is outside our control.

Where a prepaid order is returned to us because delivery was repeatedly refused or the address was incorrect, we refund the item value less actual shipping costs incurred.

10. Who pays return shipping

  • Faulty, damaged or wrong item: we pay. Both ways.
  • Change of mind: you pay return shipping. The original shipping charge, if any, is not refunded.

11. Exchanges

We are happy to exchange for a different size or piece within the same 30-day window, subject to the same conditions and lab assessment. Where the new piece costs more, we will send a payment link for the difference; where it costs less, we refund the difference to your original payment method.

12. Talk to us

If something is not right, tell us before you do anything else. Most situations are resolved quickly and in your favour.

Vani Jewellers
Email: info@vanijewellers.com
Phone / WhatsApp: +91 96874 46088 / +91 99241 11940
Hours: 11:00 AM to 21:00 PM IST.
Address: Upper Ground – 19, Westfield Mall, Ghod Dod Road, Surat, Gujarat, India

Nothing in this policy limits any right you have under applicable consumer protection law. Where such law gives you a right that is stronger than this policy, that right applies.