At Shivaya Luxe, we want you to be completely delighted with your jewellery. If for any reason you are not satisfied with your purchase, we offer a straightforward returns process in accordance with the following terms.
1. Eligibility for Returns
To be eligible for a return, refund, or exchange:
* You must initiate the return within 7 days from the date of delivery of your order.
* The item(s) must be in their original, unused, and unworn condition.
* All original packaging, including jewellery boxes, pouches, and the Shivaya Luxe Authenticity Certificate, must be returned with the item(s).
* Item(s) showing signs of wear, damage, alteration, or having missing parts not due to our error will not be accepted for return.
* Please note that for hygiene reasons, earrings may be subject to stricter return conditions if the seal is broken or if there is any indication of having been worn.
2. How to Initiate a Return
To request a return, please follow these steps:
* Contact our Customer Service team within the 7-day return window via email at support@shivayaluxe.com.
* Provide your Order Number and a clear reason for your return.
* Our team will provide you with a Return Authorisation (RA) number and detailed instructions on how to send back your item(s). Please do not send items back without an RA number, as they may not be processed.
3. Return Shipping
* Customers are responsible for the cost of return shipping.
* We strongly recommend using a trackable shipping service and purchasing shipping insurance for your return. Shivaya Luxe is not responsible for lost or damaged returns during transit.
* Ensure the item(s) are securely packaged to prevent damage during shipping.
4. Refunds
Upon receiving and inspecting your returned item(s), we will notify you of the approval or rejection of your refund.
* If approved, your refund will be processed to your original method of payment within 7-10 business days. Please note that it may take additional time for the refund to appear on your bank or credit card statement.
* Original shipping charges are non-refundable.
5. Exchanges
* If you wish to exchange an item, please indicate this when contacting our Customer Service team to request an RA number.
* Exchanges are subject to stock availability. If the desired item is not available, a refund will be issued instead, subject to the conditions above.
* You will be responsible for the return shipping cost of the original item and the shipping cost of the new item.
6. Damaged or Defective Items
* If your item arrives damaged or is defective, please contact our Customer Service team immediately upon delivery (within 24-48 hours, if possible) with clear photographs of the damage/defect and your Order Number.
* We will assess the issue and arrange for a replacement or refund as appropriate, at no additional cost to you.
7. Contact Us
For any questions regarding our Returns Policy or to initiate a return, please contact us at: support@shivayaluxe.com
