Exchange & Return Policy

Returns, Exchange & Cancellation Policy

At Hemara Jewels, we want you to love every piece you receive. We offer a 7-day return policy on eligible products.

For approved returns, the product value will be issued as Hemara Store Credit. Please note that we do not provide refunds to the original payment method or bank account.

A reverse logistics fee of ₹80 per order will be applicable for returns and exchanges.

For any damaged, defective, missing or incorrect product, the issue must be reported to us within 24 hours of delivery with a 360° video of unboxing.

Returns

To be eligible for a return:

  • A return request must be raised within 7 days of delivery.
  • The product must be unused, unworn and in brand-new condition.
  • All original tags must remain intact.
  • The original invoice, packaging and accessories must be returned with the product.
  • The jewellery must be free from scratches, stains, damage, alterations or signs of wear.
  • All stones, embellishments, clasps and other components must be intact and in their original condition.
  • Any complimentary product or free gift received with the order must also be returned.

Once the returned item is received and passes our quality inspection, the eligible amount will be issued as Hemara Store Credit.

The ₹80 reverse logistics charge is applicable once per entire order, irrespective of the number of eligible products being returned together.

Returns Will Not Be Accepted If

A return will not be accepted in the following circumstances:

  • The return request is raised after the 7-day return period.
  • The jewellery has been worn, used, damaged, scratched or altered.
  • Any product, accessory, tag, invoice, packaging or complimentary item included with the order is missing.
  • The product has been damaged due to misuse or improper handling.
  • An item has been opened or used, unless it was received damaged or defective.
  • A product received with a free gift is returned without the complimentary item.
  • Individual products from a promotional combo, bundle or package are returned separately where the offer requires the complete set to be returned.
  • The product was purchased during a sale or using Store Credit, where specifically marked as non-returnable.
  • The product is customised or made to order.
  • The item is sent back without first raising and receiving approval for a return request.

Hemara Jewels reserves the right to reject a return if the product does not meet the eligibility conditions mentioned above.

Return Process

If you wish to return a product, please contact the Hemara Jewels Customer Support Team via WhatsApp within 7 days of receiving your order.

Please share:

  • Your order number
  • Product details
  • Reason for the return
  • Clear photographs of the product, if requested

Once the request is reviewed and approved, our team will arrange a reverse pickup wherever reverse logistics services are available.

Our customer support team will review and respond to eligible return requests as soon as possible.

WhatsApp: 9111194269

Damaged, Defective, Missing or Incorrect Products

If you receive a product that is damaged, defective, missing or different from what you ordered, please contact us within 24 hours of delivery.

A complete 360° unboxing video showing the sealed package before opening and the complete unboxing process is mandatory for damaged, defective, missing or incorrect-product claims.

Once verified and approved, we will arrange a replacement or exchange for the affected product.

Please note:

  • We do not provide bank refunds for damaged or defective products. An eligible replacement or exchange will be arranged instead.
  • Claims raised after 24 hours of delivery may not be accepted.

Exchanges

Eligible products can be exchanged within 7 days of delivery.

To qualify for an exchange:

  • The product must be unused and unworn.
  • It must be in its original condition.
  • All original packaging, tags, invoice and accessories must be intact.
  • The jewellery must not show any signs of wear, alteration or damage.

A reverse logistics fee of ₹80 per exchange request/order will be applicable.

For exchange assistance, please contact us via WhatsApp:

WhatsApp: 9111194269

Hemara Store Credit

Store Credit issued by Hemara Jewels can be used toward future purchases on our website.

To use your Store Credit:

  • Visit the Hemara Jewels website and add your favourite pieces to your cart.
  • Proceed to checkout.
  • Apply your available Hemara Store Credit / Gift Card Code.
  • The eligible credit amount will be deducted from your order total.

Hemara Store Credit does not expire, unless otherwise specifically mentioned at the time of issue.

For assistance with Store Credit or Gift Card Codes, contact our customer support team.

Customer Support: 9111194269
Support Hours: 9AM to 6 PM

Cancellation Policy

For both COD and prepaid orders, cancellation requests can only be accommodated before the order has been shipped.

Once an order has been shipped, it cannot be cancelled.

For eligible prepaid-order cancellations, the order value will be provided as Hemara Store Credit / Gift Card Credit.

Please note that we do not provide bank refunds for prepaid cancellations.

Customised Jewellery

Customised, personalised or made-to-order jewellery is non-returnable and non-exchangeable once the order has been placed.

However, if you receive a customised product that is damaged or defective, please contact us within 24 hours of delivery with:

  • Your order number
  • Clear photographs of the damaged item
  • A complete unboxing video

Once the claim has been verified by our team, an eligible replacement will be arranged.

Support Email: hemarajewels@gmail.com
WhatsApp: 9111194269