Refund policy

RETURN, REFUND & REPLACEMENT POLICY

At Artcy Jewellery, we want you to be happy with your purchase. If you receive a product that is damaged, defective, incorrect or materially different from what you ordered, please contact us so that we can assist you.

1. Eligibility for Return

A return/replacement request may be accepted in the following situations:

The product received is damaged or defective.
The wrong product has been delivered.
An item or component that was supposed to be included in the order is missing.
The product has suffered damage during transit.

Return or replacement approval is subject to verification by Artcy Jewellery.

2. Return Request Period

Customers must contact Artcy Jewellery within 7** calendar days from the date of delivery** to report an eligible issue.

Requests received after this period may not be accepted unless the issue is covered by a separate warranty or is otherwise required to be addressed under applicable law.

3. Mandatory Information for a Claim

To process a return, refund or replacement request, we may require:

Order number
Customer name
Registered mobile number
Photographs of the product
Photographs/videos of the packaging
Unboxing video, where available
Description of the issue
Any other information reasonably required for verification

For damaged, incorrect or missing-item claims, customers are strongly advised to provide an unboxing video recorded continuously from the unopened package through opening and inspection.

4. Product Condition

For an approved return, the product must generally be:

Unused
Unworn
Undamaged
In its original condition
Returned with original packaging
Returned with tags, labels, accessories and complimentary items, where applicable

Products showing signs of use, wear, alteration, washing, damage, intentional misuse or improper handling may be rejected.

5. Non-Returnable Situations

Unless required otherwise by applicable law, returns may not be accepted where:

The product has been worn or used.
The product has been altered or modified.
The product has been damaged after delivery due to improper handling.
The product has been exposed to chemicals, perfume, cosmetics, water, sweat or other substances contrary to its care instructions.
The product has been intentionally damaged.
Original packaging, tags or accessories are missing where they are required for verification.
The customer simply changes their mind after purchase, except where Artcy Jewellery expressly offers a change-of-mind return for that particular product.
The request is made outside the applicable return period.

Certain products may be marked as Final Sale / Non-Returnable on their product page. Such exclusions will be disclosed to the customer before purchase, subject to applicable law.

6. Replacement

Where an eligible product is defective, damaged, incorrect or materially different from the product ordered, Artcy Jewellery may, at its discretion and subject to availability:

Replace the product with the same product; or
Offer an appropriate alternative resolution; or
Provide a refund where replacement is not reasonably possible.

Replacement is subject to product availability.

7. Refund

Where a refund is approved, the refund will generally be processed after the returned product has been received and inspected, where a physical return is required.

Refunds will normally be made to the original payment method or another legally permitted method, as applicable.

The time taken for the refunded amount to reflect in the customer's bank account, card, UPI account or other payment instrument may depend on the relevant bank, card network, UPI provider or payment service provider.

8. Refund for Failed or Cancelled Orders

If payment has been successfully received but the order cannot be fulfilled by Artcy Jewellery, the customer will be eligible for a refund of the amount paid for the unfulfilled order, subject to applicable law.

If an order is cancelled before dispatch and cancellation is accepted, the applicable refund will be processed to the original payment method or another permitted method.

9. Cancellation After Order Placement

Customers may request cancellation before the order is dispatched.

Once an order has been dispatched or handed over to the courier, cancellation may no longer be possible.

If the shipment cannot be cancelled after dispatch, the customer may refuse delivery where appropriate or follow the applicable return process.

Artcy Jewellery will not impose an arbitrary cancellation charge. Any applicable charge, where legally permissible, will be communicated clearly and applied consistently with applicable law.

10. Return Shipping

Where the return is approved because the product was damaged, defective, incorrect or materially different from what was ordered, Artcy Jewellery may arrange or bear reasonable return shipping costs, subject to verification.

For any voluntary return/change-of-mind facility specifically offered by Artcy Jewellery, return shipping charges may be deducted from the refund or otherwise borne by the customer as communicated before acceptance of the return.

11. Exchange

If an exchange facility is available for a product, the replacement product will be subject to stock availability.

Any difference in product price, shipping charge or promotional benefit may be adjusted before the exchange is processed.

12. Partial Returns

Where an order contains multiple products, an approved return may apply only to the affected product unless the entire order is determined to be eligible for return.

13. Promotional Products and Free Gifts

If a returned order or product included a free gift, complimentary product, discount or promotional benefit, Artcy Jewellery may require the applicable free gift or benefit to be returned or may adjust the refund accordingly, subject to the terms of the relevant promotion.

14. Refund Processing Timeline

Once a refund has been approved, Artcy Jewellery will initiate the refund within a reasonable period and in accordance with applicable law and payment-system requirements.

The customer's bank or payment provider may require additional time to credit the amount.

15. Fraudulent or Abusive Claims

Artcy Jewellery reserves the right to investigate claims where there is a reasonable indication of fraud, misuse, repeated abuse of the return policy, product substitution, manipulation or intentional damage.

This does not affect any consumer rights available under applicable law.

16. Consumer Rights

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded or restricted under applicable Indian law.