Refund policy

Serenity Jewels – Return & Exchange Policy

We want you to love every piece you receive from Serenity Jewels. If something isn’t quite right, we’re here to help. Please review our policy below before initiating a return or exchange.

📦 Return & Exchange Window:

  • Return Request: Can be initiated within 2 days of delivery
  • Exchange Request: Can be initiated within 4 days of delivery

📋 Valid Reasons for Return:

  • Wrong Size (i.e., we sent you the incorrect size – for example, 8mm sent instead of 6mm)
  • Damaged on Arrival
  • Item(s) Missing
  • Received Wrong Products

🔁 Valid Reasons for Exchange:

  • Size is too small
  • Size is too large
  • Received wrong product
  • Received defective product
  • Prefer a different design
  • Prefer a different color/metal finish
  • Found a better option and want to upgrade

🎥 Unboxing Video Requirement:

When you receive your Serenity Jewels package, it is mandatory to record a proper, uninterrupted unboxing video while opening your parcel. This helps us verify any delivery-related issues quickly and fairly.

If you report any issue related to your order, including but not limited to damaged product, missing item(s), wrong product received, packaging concerns, or any discrepancy noticed at the time of delivery, our team may request the unboxing video for verification. Failure to provide a valid unboxing video may result in the request being declined.

Note: If you're claiming a missing product, the unboxing video is mandatory. Without it, we cannot process your request.

For an unboxing video to be considered valid, it must:

  • Be a single, continuous, unedited recording
  • Clearly show the sealed outer package before opening
  • Clearly capture the shipping label / AWB label on the parcel
  • Capture the entire unboxing process from start to finish
  • Clearly display all product(s), packaging contents, and invoice (if included) received inside the package
  • Have no cuts, pauses, edits, fast-forwarding, or missing frames
  • Be recorded clearly in adequate lighting so the package and contents are visible

📝 Product Condition for Returns & Exchanges:

To be eligible for a return or exchange, the item must:

  • Be unused and unworn
  • Be returned in its original condition, with no scratches, bends, dents, breakage, damage, or signs of wear
  • Be returned with all original packaging, tags, pouches, and accessories (if included)
  • Not be altered, resized, repaired, or modified in any way
  • Pass our quality inspection after being received at our warehouse

Please Note:
Items that show signs of wear, usage, tampering, accidental damage, improper handling, or missing original packaging may not qualify for return or exchange.

For hygiene reasons, certain categories such as earrings / studs that have been worn may not be eligible for return or exchange unless they were received defective, damaged, or incorrect.

🔄 Exchange Policy:

  • We will arrange pickup of the original product from your location.
  • After the item is received at our Punjab warehouse and passes the quality check, the exchange order will be dispatched.
  • If you're exchanging for a higher-priced product, you must prepay the price difference.
  • Exchanges for lower-value items are not allowed. You may exchange only for products of the same or higher value.
  • A standard ₹200 shipping fee will be charged, which covers the forward and reverse delivery charges involved in the exchange process.
  • If an item purchased under any discount, promotional offer, seasonal sale, coupon, or website-wide offer is exchanged, the original benefit is reversed, and the exchange is calculated on the full product value, along with any applicable price difference.

💰 Refund Process:

  • Prepaid Orders: Refunds will be credited to your original payment source within 4–6 business days after we receive and inspect the returned item.
  • Cash on Delivery (COD) Orders: Refunds will be processed via bank transfer. Please provide your bank details when initiating the return.

🚚 Pickup & Self-Shipping:

  • If your return or exchange request is approved, we will arrange pickup from your address.
  • Once your return or exchange request is approved, the pickup is expected to be completed within 24–48 hours.
  • If the pickup is not completed within this timeframe, please escalate the issue to our team via WhatsApp or email so we can coordinate with the courier partner.
  • If the product is not handed over during pickup, you will be responsible for self-shipping the item to our warehouse.

❌ Non-Returnable Conditions:

  • The product shows physical damage that wasn’t reported upon delivery.
  • The return/exchange request is raised after the allowed time window (2 days for returns, 4 days for exchanges).

For any help or queries, feel free to reach out to our support team at support@serenityjewels.in or WhatsApp : 6280969942. We’re always happy to assist!