Return, Exchange & Warranty Policy

At Soraya Luxe, every piece is handcrafted with care using 925 Sterling Silver and finished with premium 18K Gold Plating or Rhodium Plating. As each piece is carefully crafted and quality-checked before dispatch, we maintain the following policy to ensure fairness while providing the best possible customer experience.

Returns & Refunds

We do not offer returns or refunds once an order has been placed.

However, if you receive:

An incorrect product, or
A product that is damaged during transit,

we'll be happy to assist you with an exchange after verification.

Exchange Policy

At Soraya Luxe, every piece is handcrafted and quality-checked before dispatch. Therefore, we only offer exchanges in the following situations:

Eligible for Exchange

You received an incorrect product.
Your product arrived damaged during transit.

Reporting Timeline

Please notify us within 48 hours (2 days) of delivery by emailing contactsorayaluxe@gmail.com.

To process your request, please include:

Your order number.
Clear photographs of the product.
A complete unboxing video (mandatory for damaged or incorrect product claims).

Exchange Conditions

The product must be unused, unworn, and returned with its original packaging, authenticity certificate, and all accessories.
All exchange requests are subject to inspection and approval by our Quality Control team.
If approved, Soraya Luxe will arrange a complimentary pickup and ship the correct replacement at no additional cost.
Each order is eligible for one exchange only.

Exchanges Are Not Available For

Change of mind or personal preference.
Incorrect product selected by the customer while placing the order.
Customized or personalized jewelry.
Sale or discounted items.
Products purchased through marketplaces, third-party retailers, exhibitions, or pop-up events.
Products that have been worn, damaged, altered, or tampered with.

Order Cancellation Policy

We understand that plans can change.

Orders may be cancelled within 2 hours of placing the order, provided they have not been processed or dispatched.
Once an order has been processed for dispatch or shipped, it cannot be cancelled.
Customized or personalized orders cannot be cancelled once production has begun.
Any approved refund for a cancelled order will be processed to the original payment method within 5–7 business days, depending on your payment provider.

1-Year Warranty

Every Soraya Luxe jewelry piece comes with a 1-Year Warranty covering manufacturing-related issues under normal use.

Warranty Includes

Plating issues due to regular wear
Stone loosening or falling out under normal usage
Manufacturing defects

One Complimentary Replating

During the 1-year warranty period, you are entitled to one complimentary replating service.

Please note:

The complimentary replating can only be availed once during the warranty period.
Customers are responsible for shipping charges to and from our service center.
Any additional replating requests within the warranty period will be chargeable.
After one year, replating and repair services remain available at applicable service charges.

Warranty Does Not Cover

The warranty does not cover:

Breakage due to accidental damage or mishandling
Damage caused by water, perfumes, cosmetics, chemicals, or improper storage
Damage resulting from not following our Jewellery Care Guide
Normal wear and tear beyond the warranty coverage

Jewellery Care

To help your jewelry maintain its beauty for years:

Wear your jewelry after completing your skincare, makeup, sunscreen, perfume, and hair products.
Remove your jewelry before washing your hands, showering, swimming, exercising, sleeping, or removing makeup.
Avoid contact with water, soap, perfume, sanitizers, lotions, and household chemicals.
Store each piece in the Soraya Luxe jewelry pouch or jewelry box provided with your order.
Keep jewelry in a cool, dry place away from humidity and moisture.

Following these care instructions will significantly extend the life of your 18K Gold Plating or Rhodium Plating and preserve the beauty of your 925 Sterling Silver jewelry.

General Terms

All exchange, warranty, and repair requests are subject to inspection and approval by our Quality Control team.
Products that fail our quality inspection may be returned without processing.
Exchange requests are subject to product availability.
Slight variations in color, texture, or finish are a natural characteristic of handcrafted jewelry and are not considered manufacturing defects.
Processing times may be extended during festive seasons, promotional events, or due to unforeseen circumstances.
Soraya Luxe is not responsible for delays caused by courier partners, customs clearance, natural disasters, or events beyond our reasonable control.
Customer support is available Monday to Friday, 10:00 AM – 6:00 PM (IST). Queries received outside business hours will be addressed on the next working day.

Contact Us

For any exchange, warranty, repair, or product-related assistance, please contact us at:

Email: contactsorayaluxe@gmail.com

We're always happy to help.

Thank you for choosing Soraya Luxe. We truly appreciate your trust and look forward to being a part of your special moments.