Returns and Refunds Policy

At a glance

What can be returned

Wrong, damaged or defective items

If we sent the wrong design, size or quantity, if a piece arrived broken, with a loose or missing stone, or with a manufacturing fault, tell us within 48 hours of delivery and we will arrange the return.

Change of mind

You may ask to return a piece within 48 hours of delivery for store / wallet credit if it is unused and unworn, with all tags, certificates, original packaging and any free gifts intact, and with no signs of wear, perfume, cosmetics or alteration. Before the credit is issued we deduct the forward shipping fee and the reverse shipping fee, and any payment gateway fee that applies to your order; you receive the balance as store / wallet credit.

What cannot be returned

For hygiene and safety, the following are non-returnable once delivered unless they arrive defective, damaged or wrong:

• Earrings, studs, jhumkas and ear-cuffs; nose pins and nose rings; toe rings; and other items worn in or on pierced or sensitive areas.
• Customised or made-to-order pieces.
• Items sold at a clearance or final sale price, where the listing says "no returns".
• Pieces that have been worn, altered, washed, damaged by the customer, or returned without tags or packaging.
• Gift cards and vouchers.

Normal plating wear from use is not a defect.

How to raise a request

1. Within 48 hours of delivery (for damage, defects or wrong items), e-mail [email protected] with your order number and clear photos. A short unboxing video, showing the sealed parcel being opened and the problem, is the quickest proof and strongly recommended.
2. We reply within 2 business days to approve the request or ask for more detail.
3. Once approved, we arrange a free reverse pickup where the courier serves your pincode. Where there is no pickup service, we will tell you where to send it and reimburse reasonable shipping on approved claims.
4. Pack the item securely with its tags and packaging. Do not send it before approval; we cannot accept unapproved returns.

Quality check

When the item reaches us we check that it is the piece we sent and that it matches the reason you gave. If it does, we complete the refund, exchange or credit. If it does not (for example it shows wear or is a different item), we will send you photos and the reason, and you may ask for it back at your cost or, if you prefer, discuss the claim with us further. Our decision is made in good faith and you keep all your legal rights.

How and when refunds are paid

• Prepaid orders: refunded to the original payment method within 5 to 7 business days after the quality check is passed. Your bank may take a few more days to show it.
• Cash on delivery orders: refunded as store / wallet credit in your OyeKudiye account, within 2 business days of the quality check passing (or of the cancellation being confirmed). The credit appears in your account and can be used at checkout on your next order. We never ask for card numbers, PINs or OTPs to refund you.
• Store / wallet credit (for a change-of-mind return) is added to your OyeKudiye account after the forward shipping, reverse shipping and any applicable payment gateway fee have been deducted, and is valid for the period stated when it is issued.

Shipping charges on returns

• Our error or a faulty item: we pay the return shipping and refund any shipping fee you paid on the original order. If you choose an exchange, we also pay to send the replacement.
• Change of mind: the forward shipping fee and the reverse shipping fee are deducted from your credit, together with any payment gateway fee that applies to the order. The fees are shown when you raise the request. For an exchange because you changed your mind, you pay the return shipping and the shipping of the new piece.

Exchanges

You can exchange for a different size, colour or design, subject to stock. If the new piece costs more, you pay the difference; if it costs less, we credit or refund the difference as above.

• Exchange because of a defect, damage or a wrong item: we pay for both shipping legs, that is, bringing the original piece back to us and sending the replacement to you.
• Exchange because you changed your mind: you pay for both shipping legs, the return shipping and the shipping of the new piece. The charges are shown when you raise the request and are collected before the new piece is dispatched.

Keeping returns fair

Returns work because most customers use them honestly. We may decline a request, or limit future returns on an account, if we find repeated claims that do not match the item received, returned items that were clearly worn or swapped, or false damage reports. We will always explain our reason in writing, and this never limits your legal rights as a consumer.

Related policies

If you want to stop an order that has not reached you yet, see the Cancellation Policy. For damage in transit, see the Shipping and Delivery Policy. For how refunds are processed, see the Payment Policy.