Refund policy

Return & Exchange Policy

At ROOPVILLA, we carefully inspect and pack every order before dispatch. We want you to receive your jewellery in the best possible condition.

Please read our return and exchange policy carefully before placing your order.

1. No Return or Exchange for Change of Mind

We do not accept returns or exchanges simply because you change your mind after receiving the product.

Returns or exchanges are not accepted for reasons including:

  • Change of mind
  • Design preference
  • Colour preference
  • Jewellery weight preference
  • Personal styling preference
  • The product not looking as expected based on personal preference

We encourage you to carefully review the product images, description, size, dimensions and other available information before placing your order.

2. Damaged, Defective or Incorrect Items

We may accept a replacement or refund request if:

  • The jewellery arrives broken or physically damaged.
  • American Diamond stones are missing from the product upon delivery.
  • You receive an incorrect product.
  • The product received is materially different from the product ordered.

Any issue must be reported within [CONFIRM: 48 HOURS / 7 DAYS] of delivery.

3. Unboxing Video Requirement

For any claim involving damage, missing stones, defects or an incorrect product, a continuous and unedited unboxing video is mandatory.

The video must:

  • Clearly show the unopened outer courier package.
  • Begin before opening the parcel.
  • Show the shipping label and package condition.
  • Continue without cuts or edits while the package is opened.
  • Clearly show the product and any damage, defect or discrepancy.

Claims submitted without the required unboxing video may not be eligible for replacement or refund.

4. How to Report an Issue

If you receive a damaged, defective or incorrect item, please contact us at:

Email: [CONFIRM CUSTOMER SUPPORT EMAIL]
WhatsApp/Phone: [CONFIRM PHONE NUMBER]

Please provide:

  • Order number
  • Customer name
  • Clear photographs of the product
  • Continuous unboxing video
  • Description of the issue

Our team will review the claim and contact you regarding the next steps.

5. Replacement or Refund

If your claim is approved after review, ROOPVILLA may provide a replacement or refund depending on the nature of the issue and product availability.

If a replacement is approved but the same product is unavailable, we will communicate the available resolution with you.

Any refund will be processed through the applicable payment/refund method used for the order, subject to applicable payment-processing timelines.

6. Non-Returnable Products

The following products are not eligible for return or exchange:

Earrings

Earrings are non-returnable and non-exchangeable.

Customized or Altered Jewellery

Customized bridal sets, personalized products and jewellery that has been altered or resized at the customer's request are non-returnable and non-exchangeable.

7. Product Condition

Products approved for return, where applicable, must be returned in the condition specified by ROOPVILLA and with all original packaging/accessories that were supplied with the order.

Products that have been worn, damaged after delivery, altered, modified or exposed to improper care may not be eligible for return or replacement.

8. Return Shipping

For an approved return or replacement arising from a verified damaged, defective or incorrect item, ROOPVILLA will provide return instructions.

Return shipping responsibility: [CONFIRM WITH CLIENT]

9. Refund Processing

Once an eligible returned product has been received and inspected, we will communicate the outcome of the claim and, where applicable, initiate the approved refund.

The time taken for the amount to reflect in your account may depend on the payment method and payment service provider.

10. Important Note

ROOPVILLA reserves the right to review every return, replacement and refund request individually and may reject claims that do not meet the conditions of this policy.

This policy does not limit any rights available to consumers under applicable law.

Contact Us

For return, replacement or refund-related questions:

ROOPVILLA
Email: [CONFIRM EMAIL]
Phone/WhatsApp: [CONFIRM NUMBER]