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This Refund Policy (“Policy”) explains the terms applicable to refunds and returns for products purchased through Elikza.com.
By placing an order on Elikza.com, the customer (“Buyer”, “you”, or “your”) acknowledges and agrees to this Policy as part of the applicable terms of sale.
Products purchased through Elikza are eligible for return within 7 days from the date of delivery, unless the product is specifically marked “Non-Returnable” on its product page or is otherwise excluded under this Policy.
For an eligible return:
The return request must be raised within 7 days of delivery.
The product must be unused and unworn.
The product must be in its original condition.
Original packaging, tags, certificates, invoice, accessories and other items supplied with the product must be returned.
The product must not have been altered, repaired, tampered with or damaged after delivery.
The returned product must pass the applicable quality and condition inspection.
Products specifically marked “Non-Returnable” on the product page cannot be returned under the normal return facility.
The product page will clearly indicate when a product is non-returnable.
However, a non-returnable product may still be eligible for replacement if it is delivered damaged, defective or substantially different from what was ordered, subject to verification and the applicable Replacement Policy.
Custom-made, personalized and made-to-order products are not eligible for normal return.
However, if such a product is delivered:
Damaged or broken;
Defective; or
Different from the agreed specifications, design, colour, material or other requirements,
the customer may request a replacement, subject to verification under the Replacement Policy.
To be eligible for return, the product must:
Be unused and unworn;
Remain in its original condition;
Include all original packaging, tags, certificates, invoice and accessories;
Not have been altered, repaired, damaged or tampered with after delivery.
Elikza or the seller may inspect the returned product before approving the refund.
If the product delivered is:
Damaged or broken;
Defective;
Different in colour or design from what was ordered;
Made from different material than ordered; or
Otherwise substantially different from the product or specifications ordered,
the customer must raise a complaint within 48 hours of delivery.
For such claims, the customer may be required to provide:
Order ID;
Clear photographs of the product;
Clear photographs/videos showing the issue; and
An unedited and uncut unboxing video showing the opening of the package and the product received.
The customer should not use, repair, alter or modify the product before the claim has been reviewed.
After verification, the customer may be offered a replacement in accordance with the Replacement Policy. If replacement is not possible, an eligible refund may be provided.
Once the returned product is received and passes the applicable inspection, the refund will be approved and initiated.
Refunds will generally be made to the original payment method used for the order.
After approval, Elikza will generally initiate the refund within 3–5 business days.
The actual time for the amount to appear in the customer's account may vary depending on the bank, card issuer, payment gateway or other financial institution.
Original delivery charges, gift-wrapping charges or charges for additional services may be non-refundable where applicable.
For damaged, defective or incorrect products, applicable charges will be handled according to the circumstances of the claim and the verification outcome.
In certain circumstances, a partial refund may be offered, including where:
Only part of an order is eligible for refund;
A minor issue is verified and the customer agrees to retain the product; or
Certain components or accessories supplied with the product are missing.
The applicable refund amount will be determined based on the circumstances of the case.
If an order cannot be fulfilled because the purchased product becomes unavailable due to stock issues, technical errors or other circumstances attributable to Elikza or the seller, the customer will be eligible for a refund of the amount paid for the affected product.
If an order is cancelled by the customer before dispatch, the applicable refund will be processed in accordance with the Cancellation Policy.
Once an order has been dispatched, cancellation may not be available. If the product is eligible for return, the customer may receive the product and raise a return request within the applicable return period.
Custom-made, personalized and made-to-order products may not be cancelled once production has started.
A normal return or refund may not be accepted where:
The return request is raised after 7 days from delivery.
The product is specifically marked Non-Returnable.
The product is custom-made, personalized or made-to-order.
The product has been used, worn, altered, repaired or damaged after delivery.
Original packaging, certificates, tags, invoice, accessories or other required items are missing.
The returned product is different from the product originally delivered.
The product has been misused or improperly handled.
The customer fails to provide sufficient evidence for a damaged, defective or incorrect-product claim where such evidence is required.
These restrictions do not prevent a customer from raising a valid claim for a damaged, defective or incorrect product under the Replacement Policy.
Gemstones, natural stones, shells, pearls and other natural materials may naturally vary in colour, pattern, texture, inclusions, shape and finish.
Such natural variations, where consistent with the product description and reasonably represented product images, will generally not be considered a defect or incorrect product.
Customers may raise a return or refund request through the applicable Elikza support system or by contacting:
Email: info@elikza.com
The customer should provide:
Order ID;
Registered contact details;
Reason for the return/refund request;
Required photographs/videos, where applicable; and
Any other information reasonably required for verification.
Customers must follow the return and pickup instructions provided by Elikza.
All return and refund requests are subject to verification.
Elikza may review the product condition, order information, photographs/videos, seller records, courier records and other relevant information before determining the appropriate resolution.
Where necessary, the seller may also participate in the verification process.
Once a refund has been initiated, the customer may receive confirmation through the contact details associated with the order.
The actual credit time may depend on the payment method, bank, card issuer or payment gateway.
Elikza reserves the right to modify or update this Refund Policy from time to time.
Any updated version will be published on Elikza.com and will apply from the date of publication.
For questions regarding returns, refunds or related concerns:
Elikza Stone Private Limited
Email: info@elikza.com
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