Returns & Exchanges

EXCHANGE, REFUND & WARRANTY POLICY

At Soraya Luxe, each piece of jewelry is meticulously handcrafted by skilled Indian artisans. We take pride in our craftsmanship and strive to deliver the best quality. To ensure fairness and transparency, please carefully review our policy below.

RETURNS & REFUNDS

NO RETURNS OR REFUNDS

Once an order is placed, it is considered final. We do not accept returns or offer refunds.

EXCHANGE & CREDIT NOTE

Under special circumstances, we offer exchanges or issue credit notes redeemable only on the Soraya Luxe Website.

Valid Reasons for Exchange:

Incorrect product received (different from what was ordered).
Product received in a damaged condition.

Reporting Timeline:

Any claim regarding missing, damaged, or incorrect products must be reported within 2 days of delivery to our Customer Support Team at contactsorayaluxe@gmail.com.
Unboxing Video is Mandatory for claims regarding damaged or incorrect products. Claims without an unboxing video will not be entertained.

Important Conditions:

Items must be returned in their original packaging. Products without packaging will not be accepted.
Coupon codes cannot be applied to exchange orders or credit notes.
Credit notes cannot be used on sale items.
Items purchased from third-party platforms, physical stores, or Soraya Luxe events are not eligible for return or exchange.

EXCHANGE POLICY – INDIA

We only offer exchanges; refunds are not applicable.
Valid exchange reasons include:

Incorrect product received.
Damaged product received (subject to approval after quality check).

Requests must be raised within 2 days of delivery.
Customized orders and sale items are NOT eligible for exchange.
A product can only be exchanged once per order.
Pickup & Re-shipping Charges:

In case of a damaged or incorrect product, pickup and re-shipping are free.
For any other exchange cases (e.g., size or preference change), customers must pay ₹500/- for pickup and re-shipping (PAN India).

EXCHANGE POLICY – INTERNATIONAL

No exchanges for international orders, except in cases where:

The product is damaged in transit.
The wrong product is received.

Exchange request must be raised within 2 days of delivery.
Refunds are only applicable for lost shipments. In such cases, we refund the product value only; shipping charges are non-refundable.

WARRANTY POLICY – INDIA

Soraya Luxe offers a 6-month warranty on all jewelry pieces covering:

Plating issues
Stone damage

Breakage due to mishandling or normal wear and tear is not covered.
One-time Free Repair within the 6-month warranty period.
The warranty is void if jewelry care guidelines are not followed.

Paid Repairs After 6 Months (Valid for up to 1 Year):

If a repair request is raised after 6 months, we offer a paid repair service covering shipping, labor, and plating charges paid by the customer.
The exact cost will be determined after a quality check by our team.
Repair Feasibility: Repairs are subject to the design of the piece. Our support team will confirm if the damage is repairable.

GENERAL TERMS & CONDITIONS

Queries raised outside working hours (Monday-Saturday, 10 AM - 6 PM) will be addressed on the next working day.
Upon approval, customers will receive an email confirmation regarding the exchange or repair process.
The product must be securely packed in its original packaging before being couriered to our billing address.
Customers bear the shipping/reverse pickup/re-shipping charges for exchanged items (except for incorrect or damaged products).
Exchanges are subject to stock availability and may take longer than usual.
Used or tampered products are not eligible for exchange. If a used product is sent for exchange, it will be returned to the customer, and the exchange will not be processed.

NO REFUND OR EXCHANGE IN THE FOLLOWING CASES:

Pre-orders & customized orders require full payment at confirmation. No return/exchange is allowed.
No return/exchange for used products.
Minor color and design variations due to screen differences or the handcrafted nature of products.
Incorrect or outdated addresses provided by the customer.
Orders where delivery failed due to multiple unsuccessful attempts.
Refunds (if approved) will only cover the product value; shipping charges are non-refundable.
Customs duties and taxes (for international orders) are the customer’s responsibility.
We are not liable for delays due to natural calamities or unforeseen circumstances.

By placing an order with Soraya Luxe, you agree to the terms of this Exchange, Refund & Warranty Policy. We appreciate your trust in our brand and look forward to serving you with our exquisite jewelry pieces.