Refund Policy – Zilnoor

At Zilnoor, we value your trust and aim to deliver premium-quality artificial jewellery that meets your expectations. Every product is carefully inspected before dispatch. However, if you face any issue, we offer a transparent and customer-friendly refund process. Please read the policy below to understand how refunds work at Zilnoor.

1. General Overview

This Refund Policy outlines the conditions under which customers can request a refund for products purchased from our website. By placing an order with us, you agree to the terms mentioned below.
Our priority is to ensure complete customer satisfaction while maintaining fairness and clarity in every transaction.

2. Refund Eligibility

Refunds are provided only under specific conditions. You may be eligible for a refund only if:

a) Damaged or Defective Product

If the product you receive is physically damaged, broken, missing stones, scratched, or not functioning as intended.

b) Wrong Product Delivered

If the item delivered does not match the product image, style, size, or description mentioned on our website.

c) Missing Items

If the order is incomplete or missing any part of the product.

Important Note:

  • Refunds are not provided for change of mind, dislike of design, colour difference due to lighting, or size misunderstanding.
  • Minor variations in colour or texture are normal due to photography and lighting and are not considered defects.

3. Refund Request Timeline

  • A refund request must be initiated within 3 days from the date of delivery.
  • Requests raised after 3 days from delivery will not be eligible.

We strongly recommend recording an unboxing video for faster approval.

4. How to Apply for a Refund

To submit a refund request, follow these steps:

  1. Contact our support team email at zilnooor@gmail.com.
  2. Provide your Order ID, registered mobile number, and delivery date.
  3. Submit clear photos and/or video proof showing the issue.
  4. Our quality check team will verify the complaint within 24–48 hours.

After verification, you will be informed whether your refund request is approved or rejected.

5. Return Shipping & Pickup

  • In most cases, customers may be required to ship the item back to us for quality inspection.
  • Return shipping charges may apply ( applicable).
  • If the product is confirmed to be damaged or incorrect:
    • We may arrange a pickup, or
    • Reimburse your return shipping cost (proof required)

Customers must pack the jewellery carefully in its original box to avoid further damage during transit.

6. Refund Processing

Once we receive the returned item and complete inspection:

  • Approved refunds will be processed within 5–7 business days.
  • Refunds are issued to your original payment method (UPI, card, wallet, or net banking).
  • Cash-on-Delivery (COD) orders will be refunded via bank transfer or UPI only.

You will receive a confirmation message once your refund has been sent.

7. Non-Refundable Items

Certain items are not eligible for refunds:

  • Earrings (for hygiene and safety reasons) unless damaged.
  • Products purchased under sale, discount offers, festive deals, or clearance.
  • Items showing signs of use, wear, perfume, scratches, or tampering.
  • Products returned without original packaging, tags, freebies, or invoice.
  • Any damage caused after delivery due to mishandling by the customer.

8. Refusal of Refund

We reserve the right to decline a refund if:

  • Provided evidence is unclear or insufficient.
  • The product is intentionally damaged.
  • The item differs from the one originally delivered.
  • Repeated refund requests are found suspicious.

9. Replacement or Store Credit Option

Instead of a refund, customers may also choose:

  • Product Replacement (same item), Approved replacement will be delivered with in 7-10 days. once the request is verified successfully.
  • Store Credit (valid for future purchases)

Store credit is non-refundable and must be used within the validity period mentioned.

10. Contact & Support

We are always here to help you.
If you have any questions regarding our Refund Policy or need assistance, feel free to contact us:

📧 Email: zilnooor@gmail.com
🕒 Support Timings: 10:00 AM – 7:00 PM (Monday to Saturday)

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