At Ruvaaya, we want you to shop with confidence. We understand that choosing jewellery online can sometimes be challenging, and we are committed to making your shopping experience transparent, convenient and reassuring.
1. Exchange or Store Credit for Change of Mind
If you change your mind about a design, you may request an exchange or store credit within 3 calendar days of delivery, subject to the conditions below.
To qualify:
- The jewellery must be unused, unworn, unaltered and in its original condition.
- The product must be returned with its original packaging, tags and accessories, wherever applicable.
- The request must be submitted within the eligible 3-day period.
- Exchanges are subject to product availability.
- Store credit will be issued only after the returned product has been received and inspected.
- Shipping charges for change-of-mind exchanges or returns for store credit will be borne by the customer, where applicable and disclosed before purchase.
Store credit can be used towards a future purchase from Ruvaaya, subject to the terms communicated when it is issued. Any expiry date or restrictions will be disclosed clearly.
Pierced earrings and other products specifically identified as non-returnable for hygiene reasons are excluded from change-of-mind exchanges and store credit, except where a remedy is required by applicable law.
2. Damaged, Defective, Incorrect or Incomplete Products
If you receive a damaged, defective, incorrect or incomplete product, please contact us within 48 hours of delivery.
Please provide:
- Your order number.
- Clear photographs showing the issue.
- A complete, unedited 360-degree unboxing video showing the parcel and the product as it is unpacked.
Our team will review the information and arrange an appropriate resolution, which may include a replacement, exchange or refund, as applicable.
Please retain the product and original packaging until the matter is resolved.
For verified issues attributable to Ruvaaya, we will cover the applicable return shipping costs. The unboxing video helps us investigate claims; however, it does not remove any rights or remedies available to customers under applicable law.
Non-Returnable Items:
The following items are not eligible for return:
- Products without a valid unboxing video.
- Used or worn jewellery.
- Products damaged due to customer negligence or improper handling.
- Orders reported after 3 days of delivery.
- Products returned without original packaging or accessories.
- Items purchased during clearance or special promotional sales (unless received damaged or incorrect).
Mandatory Unboxing Video:
To request a return, customers must provide a complete 360-degree unboxing video recorded from the moment the sealed package is opened.
The video must clearly show:
- The unopened package with the shipping label.
- The complete opening process without any cuts or edits.
- The external packaging.
- The product received.
- Any damage, defect, missing item, or incorrect product.
- Return requests submitted without a complete and uninterrupted unboxing video will not be accepted.
Product Return Conditions:
To qualify for a return, the product must:
- Be unused and unworn.
- Be in its original condition.
- Include all original tags, packaging, invoices, pouches, and accessories.
- Not show any signs of wear, damage caused by misuse, alteration, or improper handling.
- Products that do not meet these conditions may be rejected after inspection.
Return Approval Process:
Once we receive your return request, our quality team will review the submitted evidence.
If the request is approved:
- We will provide instructions for the return pickup or shipping process.
- Customers must follow the provided instructions carefully.
- Returned products will undergo a quality inspection upon receipt.
- Ruvaaya reserves the right to accept or reject any return request if it does not satisfy the conditions mentioned in this policy. The final decision regarding return eligibility shall remain solely with the company.
3. Refund Policy
Ruvaaya does not routinely offer refunds for change of mind, personal preference or a request to choose a different design. Eligible customers may instead opt for an exchange or store credit under this policy.
However, refunds and other remedies will be provided wherever required by applicable consumer protection laws, including cases involving defective, incorrect, misrepresented or otherwise legally eligible products.
Approved refunds will be processed through the applicable payment method or another lawful method, as appropriate, within the applicable timeframe.
4. Products Not Eligible for Change-of-Mind Requests
Change-of-mind exchanges and store credit are not available for products that:
- Have been worn, used, altered or damaged after delivery.
- Are returned without their original packaging or applicable accessories.
- Are specifically marked as non-exchangeable or non-returnable for clearly disclosed hygiene or product-specific reasons.
These exclusions do not limit any rights or remedies available to customers under applicable law.
5. How to Request an Exchange or Store Credit
Contact Ruvaaya through our official customer support channel within 3 calendar days of delivery.
Please include your order number, the product name and whether you prefer an exchange or store credit. Our team will share the return instructions and explain any applicable shipping charges.
Returned products must be received and inspected before an exchange or store credit is approved.
6. Our Commitment
Your trust matters to us. We aim to provide accurate product descriptions, clear photographs, transparent policies and fair support whenever you shop with Ruvaaya.
7. Contact Us
For any questions regarding returns or to request a return, please contact us:
Email: connect@ruvaaya.com
Phone/WhatsApp: +918971441213