Refund policy

Return & Refund Policy

At Nilanzia, every order is carefully packed and checked before dispatch. We aim to ensure that your order reaches you safely and exactly as expected.

Please read our Return & Refund Policy carefully before placing your order.

1. Change of Mind Returns

We do not accept returns or exchanges for reasons such as:

- Change of mind

- Product no longer required

- Customer did not like the colour, design, size, finish or appearance after delivery

- Minor variations in colour, texture, stone placement or finish that may naturally occur due to lighting, screen settings, photography or handcrafted/manufacturing processes

We request customers to carefully review the product photographs, description, dimensions and other details before placing an order.

2. Damaged, Defective or Incorrect Products

If you receive:

- A damaged product

- A defective product

- An incorrect product

- An item missing from your order

please contact us within 48 hours of delivery.

Email: nilanzia.customer.care@gmail.com

WhatsApp: 9559553080

Please share:

- Your order number

- Clear photographs of the product

- Photographs of the outer and inner packaging

- A continuous unboxing video showing the sealed package being opened

Claims may not be accepted if sufficient photographic/video evidence is not available.

After verification, Nilanzia may offer an appropriate replacement, store credit or refund, depending on the circumstances and product availability.

3. Unboxing Video Requirement

For claims involving damaged, defective, incorrect or missing items, a continuous unedited unboxing video is strongly required.

The video should:

- Begin before the package is opened

- Clearly show the shipping label

- Show the package being opened continuously

- Clearly show the product and the reported issue

This helps us verify transit damage, missing items and incorrect shipments fairly.

4. Earrings and Hygiene-Sensitive Products

For hygiene reasons, earrings and other hygiene-sensitive products cannot be returned or exchanged after delivery, except where the product received is damaged, defective or incorrect.

5. Jewellery Care and Normal Wear

Damage caused by improper storage, exposure to water, perfume, chemicals, sweat, cosmetics, excessive friction, mishandling or normal wear and tear is not considered a manufacturing defect.

Plating, polish and finish may naturally change over time depending on usage and care.

Such changes are not eligible for return, replacement or refund unless specifically covered by a separate written product warranty.

6. Promotional, Discounted and B1G1 Orders

Products purchased under promotional offers, discount codes, Buy 1 Get 1 Free offers or other special promotions are subject to the specific terms of that offer.

For Buy 1 Get 1 Free orders, the paid item and the free item together form one promotional transaction.

If a return is approved for a B1G1 order, Nilanzia may require both the paid item and the free item to be returned together, unused and in their original condition and packaging.

A customer cannot ordinarily retain the free product while returning only the paid product for a full refund.

If only part of a promotional order is eligible for refund due to damage or an incorrect item, the refund or replacement amount will be determined according to the actual promotional value of the transaction.

7. Gift Hampers and Gift Sets

Gift hampers and curated gift sets are assembled as complete products and are generally not eligible for return or exchange for change of mind.

If any item inside a hamper arrives damaged, defective, incorrect or missing, please contact us within 48 hours of delivery with the required photographs and unboxing video.

Depending on the issue, Nilanzia may replace the affected item rather than the entire hamper.

8. Conditions for an Approved Return

Where Nilanzia approves a return, the product must be:

- Unused

- Unworn

- Undamaged

- In its original condition

- With all tags, cards, accessories and inserts

- In the original Nilanzia packaging

Products showing signs of use, wear, alteration or damage after delivery may not be accepted.

9. Return Shipping

Where the return is due to a verified damaged, defective or incorrect product, Nilanzia will provide appropriate instructions regarding return shipping.

For any return specifically approved for another reason, return shipping charges may be borne by the customer.

Please do not send any product back without first receiving return approval from Nilanzia.

10. Refunds

Once an approved returned product is received and inspected, we will inform you about the status of your refund.

Approved refunds will generally be processed within 7–10 business days after successful inspection of the returned product.

Refunds will ordinarily be issued to the original payment method wherever technically possible.

Banking institutions or payment providers may take additional time to reflect the amount in the customer's account.

Shipping charges, COD charges or other non-refundable service charges, where applicable, may not be refunded unless the return is due to an error by Nilanzia.

11. Order Cancellation

An order may be cancelled only if it has not yet been processed or dispatched.

Once an order has been packed, shipped or handed over to the courier partner, cancellation may not be possible.

Please contact us as quickly as possible if you wish to request cancellation.

12. Refused Deliveries and Return to Origin

Customers are requested to provide complete and accurate delivery details and remain available to receive their shipment.

Orders returned to us because of:

- Refusal of delivery

- Incorrect or incomplete address

- Repeated unsuccessful delivery attempts

- Customer unavailability

may be treated as Return to Origin (RTO).

Any re-shipping, refund or store-credit decision for such orders will be made after deducting applicable shipping, handling or RTO charges, wherever permitted.

13. Product Colour and Appearance

We make every reasonable effort to display product colours and details accurately.

However, actual colours may vary slightly due to:

- Mobile or computer screen settings

- Lighting conditions

- Photography

- Manufacturing or material variations

Minor variations of this nature are not considered defects.

14. Contact Us

For return, refund or order-related assistance, please contact:

Nilanzia Customer Care

Email: nilanzia.customer.care@gmail.com

WhatsApp: 9559553080

Please mention your order number whenever contacting us regarding an existing order.

Nilanzia reserves the right to assess each return, refund or replacement request based on the circumstances of the order, the condition of the product and the evidence provided, while complying with applicable consumer laws in India.