Return & Refund Policy

We inspect every order before dispatch. Returns and exchanges are accepted only under the limited conditions stated below.

2.1 Domestic Return Eligibility

For orders delivered within India, a return, replacement or exchange request may be considered only when:

The wrong product was delivered
The product was damaged when received
The product has a verified manufacturing defect
A paid item is missing from the package

The issue must be reported within 48 hours of delivery.

Reporting an issue does not automatically mean that the request has been approved.

2.2 No Return for Change of Mind

Turquoise Aura does not accept returns or exchanges for:

Change of mind
Personal preference
Customer no longer wanting the product
Product not matching a particular outfit
Customer expecting a different size despite measurements being displayed
Minor colour differences caused by photography, lighting or screen settings
Minor variations in texture, shape, beads, stones, shells, pearls or handcrafted details

Customers must review product images, descriptions, dimensions, material information and care instructions before ordering.

2.3 Earrings and Hygiene-Sensitive Products

For hygiene reasons, earrings, ear cuffs and other pierced jewellery are not eligible for return or exchange unless:

The wrong item was delivered
The item arrived damaged
A verified manufacturing defect was present at delivery

2.4 Natural and Handmade Variations

Variations in the following are not necessarily defects:

Stone colour
Matrix pattern
Veining
Shape
Texture
Bead size
Pearl shape
Shell formation
Handmade finishing
Oxidised effect
Antique finish
Placement of decorative details

Such differences may be part of the product’s design or material character.

2.5 Mandatory Unboxing Video

A continuous and unedited unboxing video is mandatory for claims involving:

Damage
Defect
Missing item
Incorrect item
Empty package
Tampered shipment

The video must begin before the package is opened.

Photographs without an unboxing video may not be sufficient to approve a claim.

2.6 Items Not Eligible for Return or Exchange

The following are not eligible:

Used or worn jewellery
Jewellery without original packaging
Jewellery without tags, cards or accessories
Products damaged after delivery
Products exposed to water, perfume, sweat or chemicals
Products damaged by improper handling or storage
Normal wear and tear
Tarnishing, fading or oxidation caused by usage
Products bent, stretched, broken or altered by the customer
Personalised or customised products
Gift cards
Free gifts
Clearance products
Final-sale products
Products purchased during exhibitions, pop-ups or offline events, unless expressly agreed in writing
Requests raised after the return-reporting period

2.7 Return Request Process

To submit an eligible domestic return request:

Contact us within 48 hours of delivery.
Share the order number.
Explain the issue clearly.
Provide clear photographs.
Provide a continuous unboxing video.
Wait for written approval before returning the product.

Do not send any product back without written authorisation.

Unauthorised returns may be rejected and returned to the customer at the customer’s cost.

2.8 Return Condition

An approved return must be:

Unused
Unworn
Unwashed
Unaltered
In its original condition
In its original packaging
Returned with tags, cards, accessories and invoice
Packed securely for transit

Returned products will undergo a quality inspection.

2.9 Reverse Pickup

Reverse pickup may be arranged where courier service is available.

If reverse pickup is unavailable, the customer may be asked to send the approved product through a trackable courier service.

Turquoise Aura will communicate who is responsible for the return shipping cost based on the nature of the approved claim.

2.10 Exchanges

Approved exchanges are subject to product availability.

Where the same product is unavailable, Turquoise Aura may offer:

Another product of equivalent value
Store credit
An eligible refund

Price differences for replacement products may be payable by the customer.

2.11 Manufacturing Defect

A manufacturing defect does not include:

Accidental damage
Damage caused by pulling or dropping
Broken chains caused by force
Bent posts
Stretched elastic
Improperly adjusted rings or cuffs
Scratches caused after use
Fading caused by moisture or chemicals
Loss of stones after mishandling
Damage caused by failure to follow care instructions

Turquoise Aura may require the product to be returned for physical inspection before confirming a defect.

2.12 Domestic Order Cancellation

Cancellation may be requested only before the order is processed or dispatched.

Once dispatched, an order cannot ordinarily be cancelled.

A cancellation request is not approved until confirmed by Turquoise Aura in writing.

2.13 International Orders: No Return and No Exchange

All international orders are final sale.

International orders are not eligible for return or exchange because of:

Cross-border shipping costs
Customs restrictions
Import and export procedures
Hygiene considerations
Risk of loss or damage during international return transit
Duties and taxes that cannot be recovered

By placing an international order, the customer accepts that:

The order cannot be returned
The product cannot be exchanged
Change-of-mind requests will not be accepted
Sizing or preference-related requests will not be accepted
Customs refusal will not qualify for a return
Failure to pay import charges will not qualify for a return

This restriction does not remove any remedy that cannot legally be excluded under the applicable law.

2.14 Incorrect or Damaged International Order

If an international customer receives an incorrect item or a product that was materially damaged before or during delivery, the customer must notify Turquoise Aura within 48 hours of delivery.

The customer must provide:

Order number
Clear photographs
Shipping-label photographs
Continuous unboxing video
Description of the issue

After verification, Turquoise Aura may, at its discretion and subject to applicable law, offer:

Replacement of the affected item
Store credit
Partial refund
Refund of the affected product value

Turquoise Aura will not ordinarily require an international product to be returned unless specifically instructed.

3. REFUND POLICY

This Refund Policy must be read together with our Return and Exchange Policy.

3.1 Domestic Refund Eligibility

A domestic refund may be issued only when:

A return has been approved
The returned product has been received
The product has passed quality inspection
A replacement is unavailable or a refund has otherwise been approved
Turquoise Aura cancels the order
A shipment is officially confirmed as lost

3.2 Refund Method

Approved refunds will normally be processed to the original payment method.

For Cash on Delivery orders, the customer may be required to provide:

UPI ID
Bank account number
Account-holder name
IFSC code
Cancelled cheque or other verification, where required

Turquoise Aura is not responsible for a delay caused by incorrect banking information supplied by the customer.

3.3 Refund Timeline

Approved refunds are generally initiated within 5–7 business days after final approval or successful quality inspection.

Banks, payment gateways and card issuers may require an additional 3–10 business days to reflect the amount.

3.4 Non-Refundable Charges

Unless the order was incorrect, materially defective or damaged on arrival, the following may be non-refundable:

Original shipping charges
Cash on Delivery charges
Convenience fees
Payment-gateway fees, where legally permissible
Return shipping charges
Customs duties
Import taxes
Brokerage charges
International handling fees

3.5 Promotional and Discounted Orders

Refunds for discounted orders will be based on the actual amount paid after applying:

Coupons
Promotional discounts
Bundle offers
Loyalty points
Store credits
Gift-card amounts

When a partial return causes the order to fall below the eligibility threshold for a discount, free gift or free shipping, the applicable benefit may be adjusted against the refund.

Any free item linked to the returned product must also be returned unused and in its original condition.

3.6 Partial Refunds

A partial refund may be issued when:

Only one item in a multi-item order is eligible
A part of the product set is affected
The customer retains part of the order
An agreed value adjustment is offered
A promotional benefit must be recalculated

3.7 Failed or Duplicate Payments

In case of a failed or duplicate payment:

Check your bank or payment-provider statement
Allow the standard automatic reversal period
Contact us with the transaction reference if the amount is not reversed

Any refund will be processed only after payment receipt is verified.

3.8 Cancellation Refunds

For an eligible prepaid order cancelled before dispatch, the refund will be initiated to the original payment method.

Orders already dispatched are not eligible for cancellation unless otherwise approved.

3.9 Cash on Delivery Refusal

Repeated refusal of Cash on Delivery orders may result in:

Restriction of future Cash on Delivery access
Requirement for prepaid orders
Cancellation of future orders
Recovery of repeated shipping losses where legally permissible

3.10 International Orders: No Refund

All international orders are non-refundable and final sale.

No refund will be provided for:

Change of mind
Customer preference
Sizing concerns
Minor colour differences
Natural material variations
Customs delay
Customer refusal to pay customs duties
Incorrect or incomplete address
Customer unavailability
Package returned by the destination-country authorities
Product seizure caused by local import restrictions
Delivery delays outside our control
Normal wear and tear
Damage caused after delivery

International shipping charges, customs duties, taxes, brokerage fees and import charges are non-refundable.

This no-refund condition is subject to any mandatory consumer protection that cannot legally be excluded.

3.11 Confirmed International Non-Delivery

If an international shipment is officially confirmed as lost by the courier and has not been delivered, Turquoise Aura may provide, subject to verification and applicable law: