Refund policy

RETURN & REFUND POLICY — AUREA STERLING

Last updated: [DATE OF PUBLICATION]

We want you to love every piece. If something's not right, we'll make it right.

At Aurea Sterling, we stand behind everything we make. If your purchase doesn't meet your expectations, we offer a clear, fair resolution — fast.

This policy applies to all orders placed on aureasterling.com.


 

1. Our return & exchange structure at a glance

Window

What you can do

Within 2 business days of delivery

Return for full refund to original payment method

Within 10 days of delivery

Exchange for different size, different design, or replacement of same item

After 10 days

No returns or exchanges accepted

Business days exclude Sundays and public holidays.


 

2. Return for refund — 2 business day window

You may initiate a return for full refund within 2 business days of delivery.

Business days exclude Sundays and public holidays. Delivery date is determined by the courier partner's confirmed delivery timestamp or OTP/signature acknowledgment.

Example:

• Delivered: Monday → Return request deadline: Wednesday (end of business)
• Delivered: Friday → Return request deadline: Tuesday (Saturday counts, Sunday excluded)
• Delivered: Saturday → Return request deadline: Tuesday (Sunday + Monday public holiday excluded if applicable)

Return requests raised after 2 business days will not be accepted for refund under any circumstances. You may still be eligible for an exchange under Section 3.

2.1 Eligible reasons for return

• Manufacturing defect (broken clasp, missing stone, structural flaw at time of receipt)
• Wrong item received (incorrect design, metal type, size, or variant)
• Size does not fit
• Change of mind — any personal reason

2.2 Return conditions — all must be met

Regardless of reason, returned items must:

• Be unworn and unused — no signs of skin contact, perfume, lotion, sweat, or oxidation from wearing
• Be in original condition — finish, polish, and plating identical to as delivered
• Include all original components — both earrings if a pair, pendant + chain if sold together
• Include original Aurea Sterling packaging — gift box, anti-tarnish pouch, authenticity card, care card
• Have tags intact and undamaged
• Be accompanied by order confirmation or invoice

Items that do not meet these conditions will be rejected on inspection and returned to the customer at their cost.

2.3 Non-returnable items

The following cannot be returned under any circumstances:

• Personalised, engraved, or customised jewellery
• Items purchased during clearance sales or marked "final sale" on the product page
• Items outside the 2 business day return window
• Items without original packaging, tags, or authenticity card
• Items showing signs of wear, damage, or alteration post-delivery
• Free gifts or promotional items included with an order

 

3. Exchange & replacement — 10 day window

You may initiate an exchange or replacement within 10 calendar days of delivery for any reason, including:

• Different size (ring, bracelet, necklace length)
• Different design of equal or higher value (pay the difference if higher)
• Replacement of same item (manufacturing defect, wrong item, or quality concern)
• Change of mind — any personal reason

3.1 Exchange conditions

Same conditions as Section 2.2 apply — item must be unworn, in original packaging, with all tags and cards intact.

3.2 Exchange value

• Same value exchange: No additional payment required
• Higher value exchange: Customer pays the price difference at the time of exchange confirmation
• Lower value exchange: Difference is refunded in bank account via NEFT / UPI provided by the customer within 5-7 business days .

3.3 How to initiate an exchange

Follow the same process as Section 4 (Return initiation), specifying "Exchange Request" and your preferred replacement item.


 

4. How to initiate a return or exchange

Step 1 — Raise your request within the applicable window

Contact us via:

• Email: care@aureasterling.com
• Subject line: "Return Request — Order #[YOUR ORDER ID]" or "Exchange Request — Order #[YOUR ORDER ID]"
• WhatsApp: +91 9998496004

Include in your message:

• Order ID
• Item(s) you wish to return or exchange
• Reason for return/exchange
• Clear photographs of the item — all sides, showing current condition, packaging, and tags
• For defects or wrong items: close-up photos or short video clearly showing the issue

Step 2 — Review & confirmation

We will review your request within 24 business hours and confirm eligibility. For manufacturing defects or wrong items, we may request additional photos or a short unboxing video.

Step 3 — Return shipping

• Manufacturing defect or wrong item received: We arrange a free reverse pickupfrom your address within 2–3 business days of confirmation. No cost to you.
• All other reasons (size, change of mind): You are responsible for shipping the item back to our warehouse address (confirmed in the approval email). Use a trackable courier — Bluedart, DTDC, Delhivery, or India Post Speed Post recommended. We are not responsible for items lost or damaged in return transit when arranged by the customer.

Step 4 — Quality inspection

Once we receive the returned item, our team inspects it within 2 business days of receipt.

• Approved: Refund or exchange processed (see Section 5 and 6)
• Rejected: Item returned to customer within 7 business days at customer's shipping cost

 

 

5. Refunds

5.1 Refund method

All approved refunds are processed to the original payment method used at the time of purchase:

Original payment method

Refund credited to

Timeline

Credit / debit card

Same card

5–7 business days (bank processing)

UPI

Same UPI-linked bank account

3–5 business days

Net banking

Same bank account

5–7 business days

Wallet

Same wallet

2–3 business days

Partial COD — ₹199 advance

Original payment method used for advance

3–5 business days

Partial COD — COD cash balance

Manual bank transfer via NEFT/UPI to customer's provided account

Within 7 business days of bank detail submission

5.2 Partial COD refund process

For Partial COD orders where a return is approved:

1. The ₹199 advance is refunded automatically to the original payment method within 3–5 business days
2. For the COD cash balance, our team will contact you via WhatsApp / email to collect:
• Your bank account number and IFSC code, or
• Your UPI ID
3. The cash balance is transferred via NEFT or UPI within 7 business days of receiving your bank details
4. If we are unable to reach you within 14 days to collect bank details, the refund will be held pending — it does not lapse. Contact care@aureasterling.com to claim it at any time within 6 months of the return approval date.

5.3 Refund amount

Return reason

Refund amount

Manufacturing defect

Full order value — 100%

Wrong item received

Full order value — 100%

Size issue

Full order value — 100% (return shipping cost borne by customer is not reimbursed)

Change of mind

Full order value — 100% (return shipping cost borne by customer is not reimbursed)

5.4 Refund timeline

Refund processing begins within 5–7 business days of quality check approval. Actual credit depends on your bank or payment provider's processing timelines, which are outside our control.

If you have not received your refund within 10 business days of our refund confirmation, contact care@aureasterling.com with your order ID and refund confirmation reference.


 

6. Exchange processing

Once an exchange request is approved and the returned item passes quality inspection:

• Replacement of same item: Dispatched within 3–5 business days of inspection approval
• Different size / design: Dispatched within 3–5 business days of inspection approval and (where applicable) receipt of price difference payment
• You will receive a new dispatch confirmation and tracking number for the exchanged item
• The exchanged item is covered under a fresh return/exchange window from its new delivery date

 

7. Personalised & customised items

Jewellery that has been engraved, personalised, or customised is non-returnable and non-refundable, except in the case of:

• Manufacturing defect in the base jewellery (not the engraving itself)
• Incorrect personalisation delivered (different text, name, or design than what was ordered)

In eligible cases, we will arrange a free replacement of the correctly personalised piece. Cash refunds are not available for personalised items.


 

 

 

8. Damaged in transit

If your order arrives visibly damaged due to transit mishandling — broken outer packaging, tampered seal, crushed box — this is handled under our Shipping Policy (Section 9), not this Return & Refund Policy.

Report transit damage within 24 hours of delivery with unboxing video and photos to care@aureasterling.com or WhatsApp +91 9998496004. Claims raised after 24 hours or without visual evidence may not be eligible.


 

9. Fraud prevention & return abuse

We reserve the right to reject, flag, or block return/exchange requests showing patterns of abuse, including:

• Repeated returns or exchanges across multiple orders from the same customer, phone number, address, or payment method
• Items returned showing clear signs of wear presented as unworn
• Missing components from returned items (single earring from a pair, missing pendant from a set)
• Submitting false or manipulated photographs to support a return claim
• Coordinated return activity across multiple accounts at the same address

Customers flagged for return abuse may be:

• Restricted to prepaid-only future orders
• Blocked from future purchases on aureasterling.com
• Referred to appropriate legal authorities in cases of deliberate fraud

We stand fully behind genuine customers. Every return and exchange is inspected carefully and resolved fairly.


 

10. Consumer rights

Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2019and applicable Indian consumer protection laws.

If your concern is not resolved:

• Grievance Officer: care@aureasterling.com
• National Consumer Helpline: 1915
• Online portal: consumerhelpline.gov.in

 

11. Contact

Aurea Sterling — Returns & Exchanges Email: care@aureasterling.com WhatsApp / Phone: +91 9998496004 Hours: Monday–Saturday, 10:00 AM – 7:00 PM IST Response SLA: Within 24 business hours


 

This policy forms part of our Terms of Service and should be read alongside our Shipping Policy, Exchange Policy, and Warranty Policy.