Return Policy

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RETURN, REFUND & EXCHANGE POLICY — NILA JEWELLERY
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Effective Date: 15-07-2026

At NILA, we want you to love every piece you receive. If
something isn't right, here's exactly how returns, refunds,
and exchanges work.

RETURN WINDOW

  7 days from the date of delivery, for eligible items.

ELIGIBILITY

Your item qualifies for return if it is:
  - Unworn and unused
  - In its original packaging with all tags and hygiene seals
    intact
  - Not a personalised, engraved, or made-to-order piece
  - Not marked "final sale" at the time of purchase
  - Not part of the NILA Second Chance exchange programme
    (exchange items follow separate terms)

HOW TO INITIATE A RETURN

  1. Email support@nilajewellery.com or use My Orders ->
     Request Return in the app within 7 days of delivery
  2. Include your order number and reason for return
  3. We arrange a free reverse pickup in most serviceable
     PIN codes; where pickup isn't available, we'll share a
     return address
  4. Once received, we inspect the item within 3 business days
  5. If approved, your refund is processed within 7 business
     days of approval

HOW YOUR REFUND IS ISSUED

Refunds are issued to your original payment method by default,
except in the following cases, where the refund is issued as
NILA Wallet credit instead:

  - Partial return from a discounted or bundled order.
    If you return one item from a multi-item order that
    received a bundle or promotional discount (including our
    Queen, Empress, and Royal Value Bundle Collections), the
    refund for the returned item reflects the discount already
    applied and is issued as wallet credit, since the original
    discount depended on the full purchase
  - Warranty-related refunds.
    Refunds resulting from an approved Demi-Fine Warranty claim
    follow the resolution stated in our Warranty Policy, which
    may be wallet credit depending on how long you've owned
    the piece
  - Refunds where a voucher or promo code was applied.
    The voucher's value is not refunded in cash; only the
    amount you actually paid is refunded, and voucher usage is
    not reinstated

NILA Wallet credit is non-refundable and non-transferable, and
can be applied toward any future NILA purchase, subject to any
minimum-purchase or unlock conditions disclosed when the credit
was issued.

Making charges, where itemised separately on your invoice, are
not refunded on change-of-mind returns.

EXCHANGES

Want a different size or design instead of a refund?

  1. Follow the same return process and mention "exchange" and
     the item you'd like instead
  2. Once your returned item passes inspection, we dispatch
     the new item
  3. If the new item costs more, we'll collect the difference;
     if it costs less, the difference is issued as wallet
     credit

Exchanges are subject to availability of the requested item.

DAMAGED, DEFECTIVE, OR WRONG ITEM RECEIVED

If your order arrives damaged, defective, or incorrect:

  - Contact us within 48 hours of delivery with unboxing
    photos or video
  - We offer a free replacement or a full cash refund,
    including original shipping, at your choice
  - Reverse pickup is arranged at no cost
  - These claims are prioritised - typically resolved within
    3-5 business days

Tarnishing or plating issues that appear after you've worn the
item are covered separately under our Demi-Fine Warranty
Policy, not this return window.

CANCELLATIONS

  - Orders can be cancelled free of charge before they ship
  - Once shipped, an order cannot be cancelled - use the
    return process instead once you receive it
  - Refunds for cancelled orders are processed within 3-5
    business days, following the same rules above for
    discounted or bundled orders

IMPORTANT NOTES

  - We may decline a return that doesn't meet the eligibility
    criteria above
  - Please photograph your sealed package before opening it -
    this helps us resolve damage claims quickly
  - Do not remove the jewellery care card or warranty seal
    before deciding whether to keep the item

CONTACT US

  Email: support@nilajewellery.com
  Hours: Monday-Saturday, 10:00 AM - 7:00 PM IST
  App:   In-app chat support (Customer app)

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This policy works alongside our Warranty Policy and Terms and
Conditions. Latest version always at:
https://nilajewellery.com/home/return-policy
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