Return & Exchange Policy

Effective date: 4 October 2026

1. Return / exchange window

Return or exchange requests must be raised within 7 calendar days from the date of delivery shown by the courier tracking record. Requests submitted after 7 days may not be accepted, except where applicable law requires otherwise.

The date of delivery recorded by the courier / shipping partner will be considered the delivery date.

2. Only the following cases are eligible

A. Damaged product

If the jewellery is received physically damaged, broken, scratched, defective or otherwise materially damaged during transit, you must report it within 7 days of delivery.

B. Wrong product received

If you receive a product different from the product ordered, you may request an exchange / return within 7 days — for example a wrong design, wrong product, wrong variant, wrong size (where applicable) or wrong quantity.

C. Missing item

If an item is missing from your package, you must report the issue within 7 days of delivery with complete opening / unboxing evidence.

3. Unboxing video is strongly recommended

For any claim relating to a damaged, wrong or missing product, missing components / accessories or package tampering, please record a continuous, unedited unboxing video. The video should clearly show:

1. The sealed package before opening
2. The courier / shipping label
3. The tracking / AWB number
4. All visible sides of the package
5. Any visible damage or tampering
6. The opening of the package
7. The complete contents of the package
8. The jewellery / product received
9. Any damage, defect or mismatch

Do not stop the recording before the contents have been completely shown. Photographs should also be provided where necessary.

4. Evidence we may request

For damaged, wrong or missing-item claims, ZELAIRA may request the unboxing video, photographs (product, packaging and shipping label), order details, the invoice, and any other information reasonably required to investigate the claim. Claims may be checked against our packing records, product photographs, quality-control records, shipment weight and courier records.

Do not throw away the original packaging until your claim has been resolved.

5. Opening the package

Please record the complete opening process from the sealed package to the final product inspection. If the package appears opened, torn, crushed, wet, tampered with or re-sealed, record its condition before opening it and contact ZELAIRA immediately.

6. Products must be returned in original condition

Where a return / exchange is approved, the product must be returned unused, unworn, unwashed and undamaged, in its original packaging, with all tags attached, any certificates / cards, accessories and complimentary items, and the original invoice / order documentation where applicable. The product must be in a condition suitable for resale.

7. Not eligible for return / exchange

Except where required by applicable law, we do not accept returns / exchanges for:

• Change of mind, or a product no longer wanted
• An incorrect choice made by the customer, or colour preference
• Minor colour variation caused by screen / display settings
• Minor variations inherent to handcrafted / finished products
• Products that have been worn or show signs of use
• Products damaged after delivery, or altered / modified by the customer
• Products exposed to chemicals, perfume, cosmetics, water or excessive moisture
• Products without original packaging, or with removed / torn tags
• Final sale / clearance products, where clearly stated
• Customised / personalised products, where applicable
• Products returned after the permitted return period

8. Hygiene & earrings

For hygiene and safety reasons, worn earrings and other products that come into direct contact with the body may not be eligible for return / exchange, except where the product is defective, damaged, incorrect, or another remedy is required under applicable law.

9. Approval is required before sending anything back

Please do not send any product back without receiving return authorisation from ZELAIRA. Unauthorised shipments may not be accepted or processed. Once your claim is received, our team will review the submitted evidence and determine whether the product qualifies for return / exchange.

10. Inspection after return

All approved returned products are inspected after receipt. If the returned product does not match the product originally shipped, shows signs of use, has been damaged after delivery, is missing components, tags or accessories, has been altered, or has been replaced with another product, the return / exchange may be rejected, subject to applicable law.

11. Exchange

Where an exchange is approved, ZELAIRA may provide a replacement with the same product (subject to availability), or a replacement with an alternative product of equivalent value, where available and agreed. If the replacement has a higher price, the customer may be required to pay the difference; if it has a lower price, the difference may be refunded / credited according to ZELAIRA's prevailing policy.

12. Refund

Where a refund is approved, it will generally be processed after the returned product reaches ZELAIRA, passes inspection, and all required components and packaging are received. Refunds are normally issued to the original payment method, where technically possible. For Cash on Delivery orders, ZELAIRA will request valid bank / UPI details to process the refund.

13. Return shipping

For an approved wrong-product or transit-damage claim, ZELAIRA will arrange the return shipping. For other eligible cases, return shipping charges, if applicable, may be deducted or borne by the customer.

14. Fraudulent or misuse claims

ZELAIRA reserves the right to investigate suspicious or repeated claims, including repeated damage claims, product substitution, used products being returned, missing accessories, manipulated photographs / videos, false delivery claims, serial return abuse or any other attempt to misuse the return system. Fraudulent activity may result in cancellation of the return request and restriction of future return privileges, subject to applicable law.

15. How to raise a return / exchange request

The quickest way is online: log in, open My Account → My Orders, choose the delivered order and click Return / Exchange items. Upload your photos and unboxing video (or a Google Drive link) there. Guests who checked out without an account can set a password with Forgot password using the email on their order.

You can also contact us by email at care@zelaira.com with your order number, registered mobile number, delivery date, reason, photos and unboxing video. Our team will respond after verification.

16. Final decision

All return / exchange requests are subject to verification and inspection. ZELAIRA will make reasonable efforts to resolve genuine issues fairly and efficiently.

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to customers under applicable Indian consumer-protection laws.