Refund policy

At Trendz Jewellery, our standard resolution for eligible returns is store credit or free replacement. This helps us keep our pricing fair and our quality consistent as a direct-to-customer brand. Please read the following policy carefully before placing an order.

Quick Summary

  • Return or exchange requests must be raised within 7 days of delivery.
  • Damaged, defective, wrong, or missing items must be reported within 48 hours of delivery.
  • An unboxing video is mandatory for damaged, defective, wrong, or missing item claims.
  • Returns are given as store credit only, not cash refunds.
  • Charges: ₹80 for returns and same-product exchanges, ₹100 for different-product exchanges. No charges for our mistakes.
  • All requests are handled on WhatsApp chat only: +91 70412 56032.

1. Cancellations

Orders can be cancelled only before dispatch, by messaging us on WhatsApp with your order number. Once an order is shipped, cancellation will not be accepted.

For prepaid orders cancelled before dispatch, the full amount will be refunded to the original payment method within 7–10 working days.

2. Return & Exchange Eligibility

  • Return or exchange requests must be raised within 7 days of delivery.
  • The product must be unused, unworn, unwashed, and returned with all original tags, packaging, invoice, accessories, and freebies (if any).
  • An unboxing video is mandatory for any claim related to a damaged, defective, wrong, or missing product. Please see Section 9 – Unboxing Video Guidelines. Claims without a valid unboxing video will not be accepted.
  • Products showing signs of use, damage, missing tags, missing packaging, or missing accessories will not be accepted.

3. Customer Returns (Change of Mind / Size / Preference)

For returns due to personal preference, such as I changed my mind, size issue from my side, or ordered by mistake:

  • The resolution will be issued only as store credit (not a cash refund).
  • Store credit will be issued for the amount you paid for the product, minus the ₹80 return charge.
  • The store credit resolution applies to all eligible orders placed on or after 8 July 2026.

4. Return & Exchange Charges

  • Return (Store Credit Only): ₹80
  • Exchange (Same Product): ₹80
  • Exchange (Different Product): ₹100
  • Store Credit: Lifetime Validity

For exchanges with a different product, if the new product costs more, you pay the difference. If it costs less, the balance will be issued as store credit.

No charges apply for wrong, damaged, or defective products sent by us.

5. What is Store Credit?

Once your returned product is received and verified at our warehouse, we will email you a store credit code. Store credit is the amount you paid for the returned product (as shown on your invoice), minus the return/exchange charge. Shipping charges are not included. You can apply it at checkout on any future order. If your order total is less than your store credit balance, the remaining balance stays available for future orders.

Store credit can be used on any product, along with any ongoing offer.

  • Store credit has lifetime validity.
  • Store credit issued on trendzjewellery.com can be used on trendzjewellery.com only.
  • Store credit cannot be transferred, exchanged for cash, or refunded to the original payment method.

6. Return & Exchange Process

Once your return or exchange request is approved, we will share a reverse pickup tracking link with you on WhatsApp.

Before Pickup

Please keep the product ready with all original tags, packaging, invoice, accessories, and freebies (if any). Products handed over without these may fail quality verification.

Quality Verification

Every returned product is checked at our warehouse. To pass quality verification, the product must be:

  • In original condition
  • Unused and unworn
  • Free from any damage
  • Complete, with no missing pieces

If the product fails quality verification:

  • The return or exchange will be rejected, and no store credit, partial credit, or refund will be issued.
  • If you want the product sent back to you, you will need to pay the courier charges.
  • If the courier charges are not paid within 15 days of rejection, the product will not be returned and no claim will be accepted after that.

After Verification

If the product passes quality verification:

  • Return: Your store credit will be emailed to your registered email address within 7–9 business days.
  • Exchange: Your exchange order will be placed within 7–9 business days, and the new tracking link will be shared once it is dispatched.

If you do not receive an update within 15 days of pickup, please contact us on WhatsApp.

7. Wrong or Incorrect Product Sent by Us

If Trendz Jewellery mistakenly sends the wrong product, wrong size, or an incorrect item:

  • We will arrange a free replacement at no extra cost. No reverse pickup or replacement charge will apply.
  • The customer must report the issue within 48 hours of delivery, with clear photos and an unboxing video.
  • Once verified, we will arrange reverse pickup and dispatch the correct product.
  • If the exact replacement is unavailable, we will offer store credit or another suitable resolution.

8. Damaged or Defective Products

If you receive a damaged or defective item, report it within 48 hours of delivery with clear photos and an unboxing video.

After verification, we will provide a free replacement or store credit, based on stock availability.

9. Unboxing Video Guidelines

An unboxing video is mandatory for any claim related to a damaged, defective, wrong, or missing product. Please follow the guidelines below when opening your parcel.

1. Start Recording Before Opening

  • Begin recording before you cut, unwrap, or open the parcel.
  • Show the sealed parcel from all sides to confirm the packaging is intact and has not been tampered with.
  • The shipping label, with the order number and address, must be clearly visible.

2. Record in One Continuous Shot

  • The video must be one continuous recording, with no pauses, cuts, or edits.
  • Keep recording until the parcel is fully opened and the product is completely visible.

3. Ensure Clear Visibility

  • Record in good lighting.
  • The packaging, invoice, product, and any freebies must be clearly visible.

4. Show the Product Clearly

  • Show the product from all angles to confirm its condition.
  • If there is an issue (damage, defect, wrong item, or missing item), point it out clearly in the video.

5. Share Within the Claim Window

  • Send the unboxing video, along with your order number, on WhatsApp at +91 70412 56032 within 48 hours of delivery.
  • Keep the original packaging, shipping label, and product safe until your claim is resolved.

Please Note: Claims without a valid unboxing video will not be accepted. A video is not valid if it is edited or paused, if it starts after the parcel was opened, or if it does not show the shipping label.

10. Failed Deliveries & Reverse Pickups

Failed Delivery (Return to Origin – RTO)

If a parcel cannot be delivered because the customer is unavailable, unreachable, or refuses the parcel, it is returned to us. This is called Return to Origin (RTO).

  • First RTO: We will re-dispatch the order once, free of cost.
  • Second RTO: A charge of ₹150 must be paid before we re-dispatch the order.
  • If you do not wish to pay ₹150 for re-dispatch, the order will be cancelled. For prepaid and exchange orders, the remaining amount, after deducting ₹150 for the two delivery attempts, will be issued as store credit.

Failed Reverse Pickup

For approved returns and exchanges, we will arrange a maximum of 2 reverse pickup attempts, which may take up to 14 days in total. If the first attempt fails, we will inform you on WhatsApp so you can keep the product ready for the second attempt.

An attempt will count as failed if you are not available at the pickup time, refuse the pickup, ask to reschedule, or the product is not ready. If an attempt fails because of the courier (for example, the courier did not visit), it will not be counted as one of your 2 attempts.

If both attempts fail, no further pickup attempts will be made. We will inform you on WhatsApp, and you may send the product to us yourself as explained below.

Reverse Pickup Not Available in Your Area

If reverse pickup is not available at your pin code, we will inform you on WhatsApp. You will then need to send the product to us yourself, following the steps under "Sending the Product Yourself" below, including the parcel packing video.

Once received and verified, full store credit will be issued as per our policy (or your exchange order will be placed), with no return charge deducted.

For wrong, damaged, or defective items sent by us, your courier charges will also be added to your store credit when you share the courier receipt.

Sending the Product Yourself

  • Contact us on WhatsApp to receive our return address.
  • Ship the product within 7 days of the second failed pickup, or of our WhatsApp message confirming that pickup is not available in your area, using a trackable courier service. The courier charges are paid by you.
  • Record a parcel packing video in one continuous shot, from start to end, showing the product clearly and the parcel being fully packed and sealed. Share this video with us on WhatsApp.
  • After handing the parcel to the courier, share the courier receipt or tracking number with us on WhatsApp.
  • We will record a parcel opening video when your parcel reaches us.

Once received and verified, full store credit will be issued as per our policy (or your exchange order will be placed), with no reverse pickup charge deducted.

Without a valid packing video, we will not be able to verify your product, and store credit may not be issued.

If the received product is different, damaged, or has missing pieces, no store credit or refund will be issued.

We are not responsible for parcels lost or damaged in transit when sent by the customer.

11. Delivery Disputes & Lost Parcels

Marked Delivered but Not Received

If your parcel is marked as delivered but you have not received it, message us on WhatsApp within 24 hours of the delivery status update. We will raise an investigation with the courier and help you.

Requests received after 24 hours will still be checked, but we may not be able to help, as the courier's investigation window may have closed.

Lost Parcels

If your parcel is confirmed lost by the courier, we will send you a new parcel free of cost.

If you prefer a refund instead, it may be approved as an exceptional case, and the full amount will be refunded with no deductions.

12. Refunds (Exceptional Cases Only)

  • Cash refunds are not our standard return resolution.
  • Refunds may be approved only in exceptional cases, at the sole discretion of Trendz Jewellery, or where required by applicable law.
  • If a refund is approved, ₹150 will be deducted toward return handling, payment gateway, and processing charges. This deduction does not apply to lost parcels (Section 11), prepaid orders cancelled before dispatch (Section 1), or damaged, defective, or wrong items.
  • Approved refunds will be processed to the original payment method / bank account / UPI within 7–10 working days after product verification.

13. Non-Returnable Products

Customized, personalized, clearance sale, or final-sale products are not eligible for return, exchange, store credit, or refund.

14. Colour Fading, Product Care & Colour Variation

Natural colour fading or tarnishing due to use, water, sweat, or perfume is not considered a defect.

To keep your jewellery looking new:

  • Keep it away from water, perfume, and sweat.
  • Store it in a dry, airtight box or pouch.
  • Wipe it gently with a soft, dry cloth after use.

Product colours may look slightly different from the images, as colour tone varies across mobile screens, display settings, and lighting. This is not considered a defect.

15. General

Trendz Jewellery reserves the right to reject any return, exchange, replacement, store credit, or refund request that does not meet the conditions of this policy.

16. How to Raise a Request

To start a return, exchange, or replacement, message us on WhatsApp with your order number. All unboxing videos, photos, and queries must be shared on WhatsApp only.

WhatsApp (Chat Only): +91 70412 56032

Due to high volume, we are unable to take calls on this number. Please message us on WhatsApp chat only.

Support Hours: Mon–Sat, 10:00 AM – 6:00 PM

We will reply to all queries within 24–48 working hours.