Returns, exchanges & refunds

Last updated 21 September 2026

Every Sivo piece is checked before it leaves us, and we want it to be something you genuinely want to keep. Jewellery is a personal purchase, so we offer a simple one-time exchange — and if a piece arrives damaged, faulty or isn’t what you ordered, we’ll put it right. Please read this policy before you place your order.

Exchanges

We don’t offer returns for a refund on change of mind or personal preference. Instead, you can request one exchange per order within 7 days of delivery — for example, if:

• you’d prefer a different design;
• you’d prefer a different colour or finish;
• the size or fit doesn’t work for you; or
• you’ve simply changed your mind and would prefer another eligible Sivo piece.

This is an exchange only, not a return for a refund. Raise the request within the 7 days; we’ll then send you return instructions, and the piece must be sent back as they describe.

None of this affects your rights for pieces that are defective, damaged, wrongly supplied or materially different from what was advertised or agreed — see damaged, wrong or faulty pieces.

Which pieces can be exchanged

To be exchanged, a piece must:

• be unused and unworn, and in its original condition;
• have no scratches, marks, dents, damage or signs of wear;
• not have been altered, resized, repaired or modified;
• come back with all its original components and accessories, and its original packaging and tags where there were any; and
• pass our quality inspection.

Opening a piece or trying it on carefully doesn’t, by itself, make it ineligible. Visible wear, damage, alteration or misuse may.

An exchange isn’t confirmed until we’ve reviewed your request and approved it.

One exchange per order

Each order gets one customer-requested exchange. Once it’s complete and the replacement has been delivered, the replacement is final sale: it can’t be exchanged again for change of mind, preference, size, colour or style. That doesn’t apply if the replacement turns out to have a confirmed manufacturing defect or we sent the wrong piece — those are handled as damaged, wrong or faulty pieces.

Exchange shipping charges

For a customer-requested exchange — change of mind, preference, size or fit — you pay the exchange shipping charges: collecting the original piece from you and sending the replacement. We’ll tell you the amount before the exchange goes ahead, and process it once the charges are paid and the original piece has been received and passed our quality inspection.

If a piece is confirmed defective, damaged in transit, wrongly supplied or otherwise needs putting right because of our error, we pay the shipping both ways.

Price differences on exchanges

Your replacement can cost more, the same, or less than the original piece.

If the replacement costs more

You pay the difference, along with the exchange shipping charges, before we send the replacement.

If the replacement costs the same

There’s no difference to pay. Exchange shipping charges still apply.

If the replacement costs less

We refund the difference to your original payment method. It’s based on the amount you actually paid for the original piece, after any discount or offer. For example:

• original piece: ₹2,500, and you paid ₹2,500;
• replacement piece: ₹2,000;
• refundable difference: ₹500.

Exchange shipping charges aren’t part of the refundable difference. We initiate the refund once we’ve received the original piece, it has passed our quality inspection, and the exchange is confirmed.

If your replacement isn’t available

Every exchange depends on stock. If the piece you want isn’t available, we may offer you:

• another available Sivo piece; or
• Sivo store credit for the eligible exchange value.

We don’t give a cash refund just because a preferred replacement is unavailable, unless the law requires one or the piece falls under damaged, wrong or faulty pieces.

Damaged, wrong or faulty pieces

If your piece arrives damaged in transit, is defective because of a manufacturing issue, is materially different from what you ordered, or is the wrong piece, email wear.sivo@gmail.com within 48 hours of delivery with:

• your order number;
• clear photos of the piece;
• photos of the outer packaging and shipping label; and
• an unboxing video — one continuous, unedited recording that starts before the sealed parcel is opened and shows the piece being taken out.

The 48-hour window and the unboxing video are how we verify damage that happened in transit, so please record one when you open your parcel. If you can’t provide one, write to us anyway — we’ll look at whatever evidence you have, and may ask for more photos or information.

If a manufacturing fault only shows itself later — in the silver, a stone setting, a clasp or the finish, and not caused by use — tell us as soon as you notice it, even after the 48 hours. An unboxing video isn’t needed for those claims.

Where the problem is confirmed to be ours, we’ll put it right — for example with:

• a replacement of the same piece;
• an exchange for an equivalent piece;
• a repair, where that’s reasonable; or
• a refund, where a replacement, repair or equivalent isn’t reasonably possible, or where the law requires one.

We pay the shipping both ways for confirmed damaged, faulty or wrongly supplied pieces, and arrange the pickup where we need the original back.

Wear, plating and care

Sivo jewellery is made for everyday wear, but it needs looking after — follow the care instructions that come with your order and our jewellery care guide. These are normal wear, not manufacturing defects:

• plating that wears gradually with use;
• minor surface marks from normal wear;
• natural tarnishing or oxidation of silver;
• changes caused by skin chemistry;
• changes caused by moisture, sweat, perfume, cosmetics, chemicals or cleaning products; and
• wear from regular use over time.

Damage from improper use, accidental impact, excessive force, misuse, exposure to chemicals, modification, repair by someone else, or attaching and removing modular components the wrong way isn’t a manufacturing defect, and a piece damaged this way may not qualify for an exchange or refund. We also can’t accept claims for pieces, clasps or charms lost after delivery.

Sivo Switch and modular pieces

When you exchange a product or bundle with interchangeable components, return every component that came with the original purchase, in the condition you received it. Damage from forcing, bending, modifying, or attaching and removing components from the Sivo Switch mechanism the wrong way isn’t a manufacturing defect.

A component bought on its own can be considered for an exchange on its own. Components bought as part of a discounted bundle can’t be returned for a refund while you keep the rest of the bundle.

Bundles, sets and offers

For pieces bought together as a bundle, set or promotional offer, the exchange value is the amount you actually paid for the piece or bundle after discounts. To exchange a whole bundle, return everything in it together. Individual pieces from a bundle can’t be returned separately for a refund. If an exchange changes the value of a bundle or offer, we may recalculate the discount before processing it.

Final sale and personalised pieces

Pieces marked Final Sale / Non-Exchangeable when you bought them can’t be exchanged. Personalised, customised and made-to-order pieces can’t be exchanged either, unless they are defective, wrongly supplied, or the law requires a remedy. This doesn’t limit your statutory rights.

Refunds

We don’t refund for change of mind, personal preference, size or fit, or a preference for another design, colour or finish — those are handled by an exchange, where a lower-priced replacement earns a refund of the difference. We do refund where:

• a piece is confirmed to have a manufacturing defect;
• we sent the wrong piece;
• a piece was damaged in transit;
• we can’t offer a suitable replacement or other reasonable resolution; or
• the law otherwise requires a refund.

Approved refunds go back to your original payment method (card, UPI, net banking or wallet); we don’t refund in cash. We initiate a refund once we’ve received the piece and, where relevant, it has passed our quality inspection. Please allow 10–15 business days from the date we initiate it for it to be processed; how long it takes to show in your account depends on your bank or payment provider.

Original shipping charges aren’t refunded for exchanges or change-of-mind requests. For confirmed damaged, faulty or wrongly supplied pieces, we cover the shipping.

Cancelling an order

• Before dispatch: contact us as soon as you can with your order number and we’ll cancel it and refund you in full to your original payment method. If the order is already being processed for dispatch, we may not be able to stop it.
• After dispatch: the order can no longer be cancelled, and this policy applies to it instead.
• Personalised and custom pieces can be cancelled only until we begin making them, because they can’t be sold to anyone else.

If we have to cancel your order — for example, because a piece is out of stock — we’ll tell you and refund you in full.

Undelivered, refused or wrongly addressed orders

Please give a complete and accurate delivery address and contact details when you order. If an order comes back to us because the address was wrong or incomplete, you weren’t available for the delivery attempts, or the parcel was refused or not accepted, you may have to pay any extra shipping or re-delivery charges. If a refund is due in that case, we may deduct shipping or other charges we can’t recover, as the law allows.

Quality inspection

Every piece returned for an exchange or refund is inspected. We may turn down the request if the piece:

• has been worn or used, or has scratches, marks, dents or other signs of wear;
• has been altered, resized, repaired or modified;
• was damaged after delivery, or through improper handling or care;
• is missing components or accessories, or original packaging we need to establish its condition; or
• otherwise doesn’t meet the requirements in this policy.

If a request is turned down after inspection, we may send the piece back to you at your cost.

How to request an exchange or report a problem

Email wear.sivo@gmail.com or use our contact form, and include:

• your order number and name;
• the piece, and the reason for the exchange or the problem;
• the replacement you’d like, for an exchange; and
• photos or video, where relevant.

We’ll review your request and tell you what happens next. An exchange isn’t confirmed until we’ve approved it.

Grievance officer

If you have a complaint about an order, a product, an exchange, a refund, this policy or how we handle your information, write to our grievance officer. We acknowledge every complaint within 48 hours with a complaint reference number — quote it in any follow-up to check on its status — and resolve it within one month of receiving it.

Your statutory rights

Nothing in this policy excludes, restricts or overrides your rights under Indian law, including the Consumer Protection Act, 2019. Where the law gives you a right to a return, replacement, repair, refund, compensation or other remedy that a policy can’t take away, that right still applies. If any part of this policy is found invalid or unenforceable, the rest continues to apply as far as the law allows.

Changes to this policy

We may update this policy as our products, processes or the law change. Your order is generally covered by the version in force when you placed it, unless the law requires otherwise. By placing an order, you confirm you’ve read and understood this policy.