Returns & Exchanges

EXCHANGE, REFUND & WARRANTY POLICY

RETURNS & REFUNDS

Due to the handcrafted and personalized nature of our jewelry, we do not offer returns or refunds once an order is placed.
However, your satisfaction is important to us. If your order arrives damaged or incorrect, we will happily assist you with an exchange or credit note.

EXCHANGE & CREDIT NOTE

Valid Reasons for Exchange

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

Reporting Timeline

Claims must be reported within 48 hours (2 days) of delivery to our Customer Support Team at contactsorayaluxe@gmail.com
An unboxing video is mandatory for damaged/incorrect product claims.

Important Conditions

Items must be returned in their original packaging.
Coupon codes cannot be applied on exchange orders or credit notes.
Credit notes are not valid on sale items.
Products purchased via third-party platforms & marketplaces, stores, or Soraya Luxe events/exhibitions are not eligible for exchange.

EXCHANGE POLICY – INDIA

We offer exchanges only; refunds are not applicable.
Valid reasons: incorrect product received or product received damaged (subject to quality check).
Requests must be raised within 2 days of delivery.
Customized orders & sale items are not eligible for exchange.
A product can only be exchanged once per order.

Pickup & Re-shipping Charges

Damaged/incorrect products → pickup & re-shipping are free.
Other exchange cases (size/preference change) → a nominal fee of ₹500 will apply for pickup & re-shipping (PAN India).

EXCHANGE POLICY – INTERNATIONAL

Exchanges are not available for international orders, except when:
- The product is damaged during transit.
- The wrong product is received.
Requests must be raised within 2 days of delivery.
Refunds are only applicable for lost shipments (product value only, shipping charges non-refundable).
Customs duties & taxes are the customer’s responsibility.

WARRANTY POLICY – INDIA

All Soraya Luxe jewelry comes with a 1-Year Warranty covering:
- Plating issues
- Stone damage
- Manufacturing defects

Free Replating for 1 Year: If the shine fades due to daily wear, we will replate your jewelry at no cost within the first year.

Not Covered: Breakage due to mishandling, accidents, or ignoring jewelry care guidelines.

After 1 Year: Paid repair/replating service is available at minimal cost (charges depend on the design and extent of repair).

GENERAL TERMS & CONDITIONS

Queries raised outside working hours (Mon–Fri, 10 AM – 6 PM) will be addressed the next working day.
Upon approval, you’ll receive an email confirmation for the exchange/repair process.
The product must be securely packed in its original packaging before being couriered.
Used/tampered products are not eligible for exchange. If received, they will be returned without processing.
Exchanges depend on stock availability and may take longer during busy seasons.
Minor variations in color/texture are part of the handcrafted charm and not considered defects.
We are not liable for delays caused by natural calamities or unforeseen circumstances.

No Return/Exchange in the Following Cases:

Pre-orders & customized orders.
Sale/discounted items.
Used or worn jewelry.
Wrong/incomplete shipping address provided by customer.
Delivery failures after multiple unsuccessful attempts.

By placing an order with Soraya Luxe, you agree to these terms.
We deeply value your trust and look forward to making your jewelry moments truly special.