RETURNS & REFUNDS POLICY

Last updated: 27 August 2026

At Oré, every piece is carefully inspected before dispatch. We want you to be completely satisfied with your purchase. If something is not right, please contact us and we will assist you.

1. Return Eligibility

You may request a return within 15 calendar days from the date your order is delivered.

To qualify for a return, the product must:

• Be unused, unworn and undamaged

• Be returned in its original condition

• Include the original Oré packaging, invoice, certificates, tags and complimentary items

• Show no signs of wear, scratches, alteration, resizing or damage

• Pass our quality inspection after it reaches us

Returns requested after the 15-day period may not be accepted, except where required by applicable law.

2. Items That Cannot Be Returned

We cannot accept returns for:

• Personalised, engraved or customised jewellery

• Made-to-order pieces

• Jewellery altered or resized at the customer’s request

• Products showing signs of wear, damage or misuse

• Products repaired or altered by another jeweller

• Products missing their original tags, certificates, invoice or packaging

• Gift cards

• Earrings and nose jewellery after their hygiene seal or protective packaging has been opened, except when defective, damaged or incorrect

These exclusions do not restrict your rights if the item received is defective, damaged, materially different from its description or incorrect.

3. Damaged, Defective or Incorrect Items

Please inspect your order immediately after delivery.

If you receive a damaged, defective or incorrect item, contact us within 48 hours of delivery with:

• Your order number

• Clear photographs of the product

• Photographs of the outer and inner packaging

• A short description of the issue

• An unboxing video, if available

An unboxing video can help us investigate transit damage quickly, but its absence will not automatically invalidate a genuine claim.

After verification, Oré may arrange a replacement, repair or full refund, as appropriate and subject to applicable law. Approved returns for damaged, defective or incorrect products will not attract a return-shipping charge.

4. How to Request a Return

To begin a return, contact:

Email: care@orejewel.com
Phone: +91 9677775661

Include your order number, reason for the return and relevant photographs.

Please do not send an item back without receiving return authorisation and instructions from Oré. Unauthorised returns may not be accepted.

5. Return Pickup and Shipping

For approved returns within India, Oré will provide return instructions and may arrange an insured pickup where service is available.

Please:

• Pack the jewellery securely in its original packaging

• Include all certificates, tags, invoices and accessories

• Hand over the package only to the authorised courier partner

• Keep the pickup receipt or tracking information

If pickup is unavailable at your PIN code, we will provide alternative return instructions.

For a preference-based return, such as a change of mind, any applicable return-shipping charge will be communicated and agreed upon before the return is arranged. Returns caused by an Oré error or a defective, damaged or incorrect item will be handled at no additional shipping cost to the customer.

6. Quality Inspection

All returned products undergo a quality inspection.

We reserve the right to reject a return or make a reasonable deduction if:

• The item has been worn, scratched, damaged or altered

• Any diamond, stone or component is missing

• The product fails authenticity verification

• The original certificate, invoice, tags or packaging is missing

• The returned product is different from the item originally supplied

We will inform you if your return cannot be approved.

7. Refunds

Once the returned item is received and passes inspection, we will notify you about the approval or rejection of your refund.

Approved refunds will be initiated within 7 business days using the original payment method, wherever possible.

After initiation, your bank, card provider or payment gateway may require additional time to credit the amount.

For Cash on Delivery orders, an approved refund will be issued through bank transfer or another agreed electronic payment method. The customer must provide accurate account details.

Any amount relating to a non-refundable service already completed—such as engraving, customisation or resizing—may be excluded from a preference-based refund where this was disclosed before purchase.

8. Exchanges

If you would like a different size, colour or design, please contact us within the 7-day return period.

Exchanges depend on product availability and price differences. If the replacement costs more, the customer must pay the difference. If it costs less, the balance will be refunded after approval.

Customised, engraved, made-to-order or already resized products are not eligible for exchange unless defective or incorrect.

9. Order Cancellation

You may request cancellation before the order is dispatched.

Once an order has been dispatched, it cannot normally be cancelled and will be handled under this Returns & Refunds Policy.

Customised, engraved, resized or made-to-order products cannot be cancelled after production has started.

If Oré cancels an order, the amount paid will be refunded to the original payment method.

10. Promotional and Complimentary Items

If a returned order included a free gift, promotional product or bundled item, it must also be returned unused and in its original condition.

If it is not returned, its stated value may be deducted from the refund where this condition was disclosed as part of the promotion.

11. Colour, Size and Weight Variations

Product colours may appear slightly different because of lighting, photography and screen settings.

Because jewellery is crafted and finished individually, minor variations in dimensions or weight may occur within reasonable manufacturing tolerances. These minor variations alone will not normally be treated as defects unless the product materially differs from its description.

12. Contact Us

For return, exchange or refund assistance, contact:

Oré Customer Care
Email: care@orejewel.com
Phone: +91 9677775661
Support hours: [Monday–Saturday, 10:00 AM–6:00 PM IST]
Business address: [Insert complete registered business address]

Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable Indian law.