Ornate Jewels Return, Exchange and Cancellation Policy
Ornate Jewels offers a 15-day, no-questions-asked return policy on jewellery bought at ornatejewels.com. You have 15 days from the day your order is delivered to return it for a refund, or to exchange it for something else. You do not have to give a reason. The only condition is that the tags are still attached and the piece is unworn, in the box it arrived in, with the certificate and invoice.
Your first delivery is free. A return or an exchange costs a flat ₹100 — one fee, whichever you choose, covering shipping both ways. We book the courier for you, every parcel travels insured in both directions, and the fee is adjusted against your refund rather than paid at the door. Gold and diamond jewellery has its own shipping fee, set out further down this page.
- 15-day window
- No questions asked
- Flat ₹100 fee
- We book the courier
- Insured both ways
- Tags must be intact
- Lifetime warranty
Separately from all of this, every Ornate Jewels piece carries a lifetime warranty. If something goes wrong with a piece you have kept and worn — a clasp fails, a stone works loose, the finish dulls — that is a free repair for as long as you own it, with no time limit and no return needed.
Policy last reviewed: 15 September 2026. Applies to orders placed on ornatejewels.com and delivered within India.
Return and exchange policy at a glance
Everything most people need, in one table.
| Return window | 15 days from delivery |
|---|---|
| Do I need to give a reason? | No. Returns are no questions asked. |
| Cost to return silver and everyday jewellery | ₹100 flat. We book and pay the courier, you pay nothing at the door. |
| Cost to exchange silver and everyday jewellery | ₹100 flat — the same fee, covering shipping both ways |
| Cost to return or exchange gold and diamond jewellery | ₹1,500 shipping and handling fee |
| Condition required | Tags intact, unworn, not resized or altered, original box, certificate and invoice returned |
| Refund method | Back to the original payment method |
| Refund timeline | Processed after quality inspection, usually within 7 working days of the piece reaching Jaipur |
| Order cancellation | Within 24 hours of ordering, and only before the parcel is dispatched |
| Not returnable | Personalised and customised pieces, silver and gold coins, energised beads jewellery, rakhi |
| Warranty | Lifetime, on every piece. See the Lifetime Warranty page. |
| How to start | WhatsApp +91 86007 18666 or email care@ornatejewels.com with your order number |
Worried about ordering? Read this bit
Most people who open a returns page are not returning anything. They are deciding whether to order in the first place, and they want to know what happens if it goes wrong. So here is the plain answer to every worry we actually get asked about.
| Your worry | What actually happens |
|---|---|
| What if it does not look like the photo? | Send it back within 15 days. You do not have to justify it. We would rather take a piece back than have it sit unworn in a drawer. |
| What if the size is wrong? | Exchange it for a flat ₹100. Message us on WhatsApp with the size you need and we swap it. This is the single most common exchange we handle and it is routine. Our size guide helps you get it right first time. |
| What if the parcel gets lost on the way back to you? | It is insured. Every Ornate Jewels parcel travels insured in both directions, on a courier we book and track. If it goes missing in transit on a pickup we arranged, that is our loss to carry, not yours. |
| What if you simply do not refund me? | We refund as soon as we can, and we do it as soon as the piece reaches us and passes checking. Ornate Jewels is Wow Overseas Pvt. Ltd, GSTIN 08AABCW5767E1Z3, with a real factory address in Jaipur and more than 250,000 customers since 2015. You can read what those customers say on our reviews page. We are not a pop-up you cannot find later. |
| What if returning it is a fight? | One WhatsApp message with your order number. No form, no login, no reason required, no phone queue. A person answers, between 10am and 6pm. |
| What if it is not really silver? | Every silver piece is 925 stamped and comes with an authenticity certificate. Our gold is BIS hallmarked under Certificate C-7590712221. If anything is not as described, the return is on us and the warranty covers the rest. |
| What if it breaks in a month? | That is not a return, it is a lifetime warranty claim. Manufacturing defects, re-polishing, re-plating and stone resetting are free, for as long as you own the piece. |
| What if I ordered by mistake? | Tell us within 24 hours, before it ships, and we cancel it and refund you in full. |
The short version: you are not risking your money by ordering. You are risking a flat ₹100 if you change your mind, and nothing at all if you do not.
If you would rather hear it from customers than from us, we keep every review on our reviews page — rated 4.9 out of 5 across more than 24,860 verified reviews, including the ones about returns and exchanges. We have not removed the critical ones.
What is the Ornate Jewels return policy?
You can return any eligible piece within 15 days of delivery and get your money back. We do not ask why. A piece that did not suit you, a colour that looked different on screen, a gift that missed, a size that was wrong — all of it is a valid reason as far as we are concerned, and none of it needs explaining.
We are able to offer this because we manufacture our own jewellery at our unit in Sitapura, Jaipur. There is no third-party supplier to argue with, so the decision sits with us and we can make it quickly.
A return is accepted when
- It reaches us within 15 days of delivery
- The tags are still attached and unbroken
- The piece is unworn, with no scratches or signs of wear
- It has not been resized, engraved or altered
- The original box and pouch come back with it
- The authenticity certificate and invoice are included
- Any free gift that came with the order is returned too
A return is refused when
- The tags have been cut or removed
- The piece has clearly been worn
- It has been resized or repaired elsewhere
- The certificate is missing on a gold or diamond piece
- More than 15 days have passed since delivery
- The item is in one of the non-returnable categories below
The tag is the one thing to be careful with. Try the piece on by all means, but leave the tag attached until you are sure you are keeping it. A cut tag is the single most common reason a return cannot be accepted, and once it is off we have no way of putting it back.
How do I return an Ornate Jewels order?
Five steps. The whole thing usually starts and finishes on WhatsApp.
-
Tell us
WhatsApp +91 86007 18666 or email care@ornatejewels.com with your name and order number, within 15 days of delivery.
-
We book the pickup
We arrange a courier collection from the delivery address on your order. The flat ₹100 fee is adjusted against your refund. You do not need to find a courier yourself.
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Pack it properly
Put the piece back in its original box with the tag, certificate, invoice and any free gift. Seal the package before handing it over.
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We inspect it
When it reaches Jaipur our quality team checks the metal, the stones and the condition against what was despatched.
-
You are refunded
The refund goes back to the payment method you used, normally within 7 working days of a clear inspection.
If your pincode is not reverse-serviceable
Most Indian pincodes accept both deliveries and pickups, but a few — usually remote areas, sometimes only temporarily — accept deliveries only. If yours is one of them, we will ask you to post the piece back using India Post or any courier you prefer. Send us the receipt and we will reimburse the postage.
How do I exchange an item instead of returning it?
Exchanges work the same way as returns, with one difference: instead of money coming back to you, you receive the different piece you have chosen. Tell us on WhatsApp which piece you would like instead, we collect the first one, and once it reaches us we despatch your replacement. You can swap into anything in the range — 925 sterling silver, gold, lab-grown diamond or natural gemstone.
An exchange costs a flat ₹100. One fee, covering shipping both ways — our courier collecting your piece and the courier bringing your replacement. It is the same ₹100 you would pay on a straight return. If the replacement costs more than the original you pay the difference; if it costs less, we refund the difference to your original payment method.
Why we charge it at all. Your first delivery is free — we absorb that. We are a brand, not a marketplace: every parcel moves on a courier we book, insured, at our own cost, and there is no third-party seller or platform fee funding the return journey. The flat ₹100 is a part share of that courier cost, not a penalty for changing your mind.
| Return | Exchange | |
|---|---|---|
| Window | 15 days from delivery | 15 days from delivery |
| Reason needed | No | No |
| Shipping (silver and everyday jewellery) | ₹100 flat | ₹100 flat |
| Fee (gold and diamond jewellery) | ₹1,500 | ₹1,500 |
| You receive | Money back to the original payment method | The different piece you chose to exchange for |
| Price difference | Not applicable | Payable by you, or refunded to you |
| Tags | Must be intact | Must be intact |
What cannot be returned or exchanged?
A small number of categories are final sale. These are flagged on the product page before you buy, and the reason is the same in every case: the piece cannot go back into general stock.
| Category | Why it is final sale |
|---|---|
| Personalised jewellery | Names, initials and dates are engraved or cast for one person and cannot be resold. |
| Custom and made-to-order pieces | Designed and manufactured to your specification from scratch, so there is no second buyer for it. |
| Silver and gold coins | Bullion is priced against the live metal rate, which moves daily. All coins are final sale. |
| Energised beads jewellery | These pieces are energised for the wearer before despatch and are treated as final sale. |
| Rakhi | Rakhi is a dated, single-occasion item and cannot be resold once the festival has passed. All rakhi is final sale. |
| Anything with the tag removed | Without an intact tag we cannot verify the piece is the one we sent. |
If you are commissioning a custom piece, we send you the design for approval before anything is made, precisely because the finished piece cannot be returned. Take your time at that stage and ask for changes.
When will I get my refund?
We refund as soon as we possibly can. The clock starts when the returned piece reaches us in Jaipur and passes inspection — we cannot release money against a parcel that is still in transit, but from the moment it lands we move quickly, and in normal circumstances the refund is out within 7 working days. The flat ₹100 fee is adjusted against the refund, so you do not pay it separately. How the money comes back depends on how you paid.
| How you paid | How you are refunded |
|---|---|
| Card, UPI, net banking or wallet | Refunded to the same account or card. Your bank may take a further 3–7 working days to show it. |
| Cash on delivery | Refunded by bank transfer to an account you give us. The COD handling fee itself is not refundable. |
| Paid using a discount coupon | Refunded as store credit rather than cash, at our discretion, so the coupon value is not lost. |
| Part-paid with a gift card | The gift card portion returns to the gift card, the rest to the original payment method. |
Occasionally a returned parcel takes 15 to 20 days to reach us rather than the usual 3 to 5. That is a courier matter, not a delay at our end, and it does hold up the refund. If your tracking has gone quiet, message us on WhatsApp with the order number and we will chase the courier ourselves. Your money is safe and it will be refunded.
How do I cancel an Ornate Jewels order?
Cancel within 24 hours of placing the order by messaging us on WhatsApp at +91 86007 18666. Give us your order number and we will stop the order and refund you in full.
The one limit is despatch. Once a parcel has left our warehouse it cannot be recalled, even inside the 24-hour window — so a same-day order that ships quickly may already be gone. If that happens, nothing is lost: simply refuse the delivery or accept it and start a return, and you are covered by the 15-day policy instead.
A cancelled order is refunded in full, including any shipping paid, to the original payment method.
Do gold and diamond jewellery have different terms?
The 15-day, no-questions-asked window is the same. What differs is the shipping fee and the paperwork, because these pieces travel insured and are tested on arrival.
| Return and exchange window | 15 days from delivery, no questions asked |
|---|---|
| Shipping and handling fee | ₹1,500 for a return or an exchange |
| Certificate | Must be returned with the piece. A return cannot be processed without it. |
| Tags and box | Tags intact, original box returned |
| Condition | No wear, no resizing, no alteration of any kind |
| Inspection | Metal purity and stones are tested before a refund or exchange is released |
Gold and diamond buyers also have a second, permanent option that has nothing to do with the 15-day window: our Lifetime Exchange and Buy-Back Policy, under which you can bring a piece back years later and take its current market value as a voucher or a bank transfer.
What if my parcel arrives damaged or looks tampered with?
Every Ornate Jewels order ships insured, in a tamper-evident bag. If the seal is broken, the bag is torn, or the parcel feels empty, do not accept the delivery. Hand it straight back to the courier and message us on WhatsApp the same day. We will send a replacement at our cost.
Open the package and check the contents in front of the delivery person before you sign. Once a delivery has been accepted and signed for, we are not able to entertain a claim of non-receipt — that is the courier's rule as much as ours, and the signature is the only proof either of us has.
If a piece is faulty rather than damaged in transit, that is a warranty matter and it is free to fix, whatever the date. See the Lifetime Warranty page.
Delivery attempts
We work with you and with the courier to get your piece delivered. Our customer service team gives it one hundred per cent — we follow up with the delivery people constantly, chase every parcel that stalls, and keep going until it is in your hands. You are not left to argue with a courier on your own.
The courier will make three delivery attempts. If nobody is available on all three, the parcel comes back to us and we will contact you to arrange it again. Where a parcel is returned undelivered because the address was incomplete or nobody could be reached, the cost of reshipping it is chargeable — so it is worth checking the name, address and phone number at checkout, which prevents almost every one of these.
Returns, warranty or buy-back — which one do I need?
Three different promises, often confused. This table tells you which page you actually want.
| Your situation | What you need | What it costs |
|---|---|---|
| It arrived, I do not want it | This page — 15-day return | ₹100 flat for silver, ₹1,500 for gold and diamond |
| I want a different piece instead | This page — 15-day exchange | ₹100 flat for silver, ₹1,500 for gold and diamond |
| I ordered by mistake, it has not shipped | This page — 24-hour cancellation | Free, full refund |
| A clasp broke, a stone fell, it needs re-polishing | Lifetime Warranty | Repair free for life, you pay courier |
| I have owned gold or diamond jewellery for years and want its value back | Lifetime Exchange & Buy-Back | Current market rate, less stated deductions |
| I want to know when my order will arrive | Shipping Policy | — |
| I am not sure of my size | Size Guide | Free — and it saves you an exchange |
| I want to stop it tarnishing in the first place | Jewellery Care Guide | Free advice |
| I want to see what other customers thought | Customer Reviews | — |
Questions people ask about Ornate Jewels returns
What is the Ornate Jewels return policy?
Ornate Jewels offers a 15-day, no-questions-asked return policy on jewellery bought at ornatejewels.com. You have 15 days from the date of delivery to return a piece for a full refund, provided the tags are intact, the piece is unworn, and the original box, certificate and invoice are returned with it. No reason is required.
How many days do I have to return jewellery to Ornate Jewels?
Fifteen days, counted from the day the order is delivered to you, not the day it was ordered. You need to tell us inside those 15 days — the piece itself can reach us afterwards.
Does Ornate Jewels charge for returns?
A flat ₹100, on silver and everyday jewellery. Your first delivery is free, and the ₹100 is adjusted against your refund rather than paid at the door — it covers our courier collecting the piece from your address. Gold and diamond jewellery carries a ₹1,500 shipping and handling fee instead, because those parcels travel insured and are tested on arrival.
How much does an exchange cost at Ornate Jewels?
A flat ₹100 on silver and everyday jewellery — one fee covering shipping both ways, the same as a return. Your first delivery was free; we are a brand rather than a marketplace, so the return courier is a real cost we carry, not a platform fee. For gold and diamond jewellery the exchange fee is ₹1,500. If the new piece costs more than the old one you pay the difference; if it costs less, the difference is refunded.
Can I return jewellery if I have removed the tag?
No. An intact tag is how we confirm the piece is the one we despatched and that it has not been worn or swapped. Try the piece on with the tag still attached, and only cut it once you are certain you are keeping it. This is the most common reason a return is refused, so it is worth being careful about.
Do I need a reason to return my order?
No. Returns at Ornate Jewels are no questions asked. You do not have to explain why, and it makes no difference to how your return is handled.
How do I start a return or exchange?
Message us on WhatsApp at +91 86007 18666 or email care@ornatejewels.com with your name and order number. We reply between 10am and 6pm IST, Monday to Saturday, and arrange the courier pickup from there. You do not need to fill in a form or create an account.
How long does an Ornate Jewels refund take?
The refund is released after the piece reaches our Jaipur unit and passes inspection, normally within 7 working days of arrival. Your bank may take a further 3 to 7 working days to show the credit. Occasionally a returned parcel takes 15 to 20 days to reach us, which delays the whole sequence — message us and we will chase the courier.
How will I be refunded?
To the payment method you used. Card, UPI, net banking and wallet payments go back to the same account. Cash-on-delivery orders are refunded by bank transfer to an account you give us, though the COD handling fee itself is not refundable. Orders paid for with a discount coupon are refunded as store credit at our discretion.
What cannot be returned to Ornate Jewels?
Personalised jewellery, custom made-to-order pieces, silver and gold coins, energised beads jewellery and rakhi are all final sale. Anything with the tag cut off, or showing signs of wear, resizing or alteration, also cannot be returned. These exclusions are flagged on the product page before you buy.
Can I cancel an Ornate Jewels order after placing it?
Yes, within 24 hours, and only if the parcel has not yet been despatched from our warehouse. WhatsApp +91 86007 18666 with your order number and we will cancel it and refund you in full. Once an order is in transit it cannot be cancelled, but you can refuse the delivery or return it under the 15-day policy.
Do I have to return the free gift that came with my order?
Yes. If your order included a free gift, it needs to come back with the piece for the return to be processed and the refund issued. The gift was conditional on the purchase, so it goes back when the purchase does.
What if my pincode does not accept courier pickups?
Most Indian pincodes handle both deliveries and pickups, but some remote areas are delivery-only, sometimes temporarily. If yours is one of them we will ask you to post the piece back by India Post or a courier of your choice. Send us the receipt and we reimburse the postage.
My parcel looked tampered with. What should I do?
Do not accept it. Every Ornate Jewels order ships in a tamper-evident bag, so a broken seal or a torn bag means something is wrong. Refuse the delivery, hand it back to the courier, and message us on WhatsApp the same day. We will send a replacement at our cost. Once a delivery is accepted and signed for we cannot entertain a claim of non-receipt.
My jewellery is faulty. Is that a return?
It does not need to be. Every Ornate Jewels piece carries a lifetime warranty covering manufacturing defects, re-polishing, re-plating and stone resetting, free of charge, for as long as you own it. If you are inside the 15-day window you can simply return it; after that, the lifetime warranty covers the repair, with no time limit.
Can I return jewellery bought on sale or with a discount code?
Yes. Discounted and sale pieces are returnable on the same 15-day terms as everything else. The only difference is the refund format: orders paid for using a discount coupon are refunded as store credit rather than cash, at our discretion, so that the coupon value is preserved rather than lost.
Can I return an international order?
The 15-day policy set out on this page applies to orders delivered within India. International orders are handled case by case because of customs and return-freight costs — message us on WhatsApp at +91 86007 18666 before returning anything and we will tell you exactly what applies to your country and your order.
Are Ornate Jewels parcels insured?
Yes. Every parcel is insured, in both directions. That covers the delivery to you and the return journey back to us on a pickup we have booked. If a parcel we arranged goes missing in transit, it is our loss to carry, not yours.
How quickly does Ornate Jewels actually process refunds?
As fast as we can. We cannot release money against a parcel still in transit, so the clock starts when the piece reaches us in Jaipur and passes inspection. From that moment it is normally out within 7 working days, and often sooner. If your return is taking longer than you expected, message us on WhatsApp with the order number and we will tell you exactly where it is.
Is rakhi returnable?
No. Rakhi is a dated, single-occasion item that cannot be resold once the festival has passed, so all rakhi is final sale. This is flagged on the product page before you buy.
Does Ornate Jewels jewellery come with a warranty?
Yes, a lifetime warranty on every piece, separate from the 15-day return window. It covers manufacturing defects, re-polishing and re-plating, and stone fall or resetting, free of charge, for as long as you own the piece. There is no time limit and no cap on claims. Full details are on the Lifetime Warranty page.
Where can I read Ornate Jewels customer reviews?
On our reviews page. Ornate Jewels is rated 4.9 out of 5 across more than 24,860 verified customer reviews, and the page includes reviews that mention returns, exchanges and customer service, not just the jewellery.
Is Ornate Jewels a genuine company I can return to?
Yes. Ornate Jewels is the jewellery brand of Wow Overseas Pvt. Ltd, GSTIN 08AABCW5767E1Z3, registered at G1-14A, EPIP, Jewellery Zone, Sitapura, Jaipur, Rajasthan 302022. We manufacture our own jewellery at that address, hold BIS Hallmark Certificate C-7590712221, and have served more than 250,000 customers since 2015. Returns are handled by our own team on +91 86007 18666, not by a third party.
How long does an exchange take to arrive?
The replacement is despatched once the original piece has reached us and been checked, so allow roughly the collection time plus the normal delivery time for your pincode. In practice most exchanges are completed within 10 to 12 days end to end. We message you on WhatsApp when the replacement ships.
Who to contact, and who you are dealing with
Returns and customer care: +91 86007 18666, also on WhatsApp · care@ornatejewels.com
Hours: 10:00 am to 6:00 pm IST, Monday to Saturday
Legal entity: Wow Overseas Pvt. Ltd
GSTIN: 08AABCW5767E1Z3
Registered office and returns address: G1-14A, EPIP, Jewellery Zone, Sitapura, Jaipur, Rajasthan 302022, India
BIS Hallmark Certificate: C-7590712221
Please do not post a return to this address without messaging us first — we need to log it against your order number before it arrives, or we cannot match it to you.
Need to return or exchange something?
Message us with your order number and we will take it from there. No forms, no login, no explanation required.
