Returns and Exchange

At aksa, we want you to feel confident in your purchase. If your jewellery isn't quite what you expected, you may request a return for a refund or an exchange within 7 days of delivery, subject to the conditions outlined in this policy and applicable law.

Please take a moment to review the following information before initiating a request.

1. Return & Exchange Period

You may submit a return or exchange request within 7 days from the date your order is delivered. Requests should be submitted within this period to be considered under our standard return and exchange policy.

Requests received after this period may not be accepted, except where a return, refund, replacement, or other remedy is required under applicable law.

2. Eligibility for Returns & Exchanges

To qualify for a return or exchange, the jewellery must be unused and unworn, in its original condition, and returned in its original packaging. Any accessories, authenticity cards, certificates, tags, or other documentation supplied with the product should also be included, where applicable.

Products must not show signs of wear, scratches, stains, or other damage arising after delivery. Items that have been altered, resized, repaired, or modified after delivery may not qualify for a return or exchange.

Natural gemstones may exhibit variations in colour, inclusions, patterns, texture, and appearance. These characteristics are inherent to natural gemstones and are not, by themselves, evidence of a defect.

These eligibility requirements do not limit any mandatory rights or remedies available under applicable law.

3. How to Request a Return or Exchange

To initiate a return or exchange, please email business@aksajewels.com with your order number, the name used when placing the order, and the reason for your request.

Please include clear photographs of the product. Where reasonably necessary to assess its condition, we may also request a video recording of the product and its packaging.

Once your request has been reviewed, our team will provide the applicable return instructions. Please do not send a product back before receiving instructions from aksa, as this helps us identify and process your return correctly.

4. Returns & Refunds

If you request a return for an eligible product, the item must be received and inspected by aksa before the refund can be approved.

For customer-requested returns arising from a change of mind, personal preference, or no longer requiring the product, a flat return shipping fee of ₹150 per return shipment will apply where legally permissible and where the fee has been appropriately disclosed.

This is a flat fee for the applicable return shipping arrangement and may not necessarily equal the actual courier charge.

No return shipping fee will be charged for an eligible return arising from a damaged, defective, or incorrect product attributable to aksa, or where charging such a fee is prohibited by applicable law.

Any applicable deduction will be communicated clearly before the return is completed. Approved refunds will be processed within 7 days of receiving the returned product, subject to the applicable inspection and approval process. Refunds will be issued to the original payment method wherever technically possible.

5. Exchanges

You may request an exchange within 7 days of delivery, subject to the eligibility requirements outlined in this policy.

The original product must be received and inspected before the replacement is dispatched, unless applicable law requires otherwise.

Exchange for a product of the same value

No additional product-price difference will be payable. Any applicable exchange shipping fee will be communicated separately.

Exchange for a higher-value product

You will need to pay the difference between the original product price and the replacement product price before the replacement is dispatched.

Exchange for a lower-value product

The difference will be refunded through the applicable refund method, subject to the terms of this policy and applicable law.

6. Exchange Shipping Charges

For customer-requested exchanges arising from a change of mind or personal preference, a flat exchange shipping fee of ₹150 per exchange shipment will apply where legally permissible and where appropriately disclosed before the exchange is confirmed.

This fee covers the applicable shipping arrangement for the exchange.

Where an exchange is required because the original product was damaged, defective, or incorrect due to an error attributable to aksa, we will arrange an appropriate resolution without charging an exchange shipping fee where required by applicable law.

7. Damaged, Defective or Incorrect Products

We take care to ensure that your order is prepared and dispatched correctly. If your jewellery arrives damaged, defective, or different from the product you ordered, please contact business@aksajewels.com as soon as possible, preferably within 48 hours of delivery.

Please provide your order number, clear photographs of the product, and photographs of the packaging. A video recording may also be requested where reasonably necessary to assess the issue.

Our team will review the information and arrange an appropriate resolution, which may include a replacement, exchange, refund, or another remedy as required under applicable law.

No ₹150 return or exchange shipping fee will be charged for an eligible resolution involving a damaged, defective, or incorrect product attributable to aksa.

The 48-hour reporting period helps us investigate delivery-related issues promptly and does not exclude any mandatory rights or remedies available to you under applicable law.

8. Products That May Not Qualify for Return or Exchange

Under our standard policy, a return or exchange may not be accepted where a product has been worn or used, damaged after delivery, altered or modified, or returned with signs of wear that were not present at delivery.

A request may also be declined if the product is missing its original packaging, accessories, tags, certificates, or applicable documentation, or if the request falls outside the standard 7-day period.

These conditions do not apply where they would unlawfully restrict a customer's statutory rights, including rights relating to defective, damaged, misrepresented, or incorrectly supplied products.

9. Return Inspection

Returned products are subject to inspection to determine whether they meet the applicable eligibility conditions.

If an issue is identified during inspection, we will contact you to explain the findings and the available next steps.

Where a return is not approved under the standard change-of-mind policy, we will communicate the reason for the decision and explain the available arrangements for the product. Any applicable return shipping charges will be communicated before proceeding.

This inspection process does not limit any remedies required under applicable law.

10. Return Shipping

For customer-requested returns arising from a change of mind or personal preference, the flat ₹150 return shipping fee described in this policy will apply per return shipment, subject to applicable law and appropriate disclosure.

For eligible customer-requested exchanges, the flat ₹150 exchange shipping fee will apply per exchange shipment under the same conditions.

Where a product is damaged, defective, or incorrect due to an error attributable to aksa, we will arrange the appropriate return or exchange shipping without charging the customer where required by applicable law.

Any applicable fee or deduction will be communicated clearly before the return or exchange is confirmed.

11. Return to Origin (RTO) & Undelivered Orders

Return to Origin (RTO) refers to an order returned to aksa by the shipping carrier without successful delivery to the customer.

An order may be returned to us because of an incomplete or incorrect address, unsuccessful delivery attempts, refusal of delivery, or another delivery-related circumstance.

If your order is returned to us, we will review the circumstances and contact you regarding the available options.

Any applicable re-dispatch charges or recovery of shipping costs will be communicated before proceeding and applied only where permitted by applicable law. The ₹150 customer-requested return fee does not automatically apply to every RTO shipment.

If a refund is due for an undelivered order, it will be processed in accordance with applicable law and the circumstances of the order.

12. Refund Timeline

Once we receive your returned product, the process generally involves receipt of the return, inspection of the product, confirmation of eligibility, and processing of the approved refund.

We aim to process approved refunds within 7 days of receiving the returned product, subject to the applicable inspection and approval process.

After the refund has been processed, the time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment provider. Any mandatory statutory refund deadlines will take precedence over the standard timeline stated here.

13. Cancellation Before Dispatch

If you wish to cancel an order, please contact business@aksajewels.com as soon as possible.

If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

If the order has already been dispatched, your request will be handled under the applicable cancellation and return procedures. Any refund or deduction will be subject to applicable law and the circumstances of the order.

Nothing in this section removes any cancellation or refund rights that may be available under applicable law.