1. Introduction
Elikza.com (“Elikza”, “we”, “our”, or “us”) is owned and
operated by Elikza Stone Private Limited, a company incorporated under
the laws of India.
At Elikza, we take pride in ensuring that every jewellery
and gemstone product listed on our platform meets the highest standards of
quality, craftsmanship, and authenticity.
As our products are made to order and crafted from natural stones, we
follow a no return policy. However, Elikza provides a replacement
facility in genuine cases where a product is received in a damaged,
defective, or incorrect condition.
This Replacement Policy (“Policy”) outlines the terms under
which a customer (“Buyer”) may request a replacement for a product purchased
through Elikza.com. By placing an order on our website, the Buyer agrees to be
bound by the terms of this Policy.
2. Eligibility for Replacement
A Buyer may request a replacement of a purchased product
only if all of the following conditions are met:
- The
replacement request is raised within seven (7) calendar days from
the date of delivery, as confirmed by our courier or logistics partner.
- The
product received is:
- Damaged
or defective upon delivery;
- Not
functioning or appearing as described on the product listing; or
- Substantially
different in design, material, or specification from the item ordered.
- The
Buyer must provide clear photographic evidence and an unboxing video
demonstrating:
- The
outer packaging and visible shipping label;
- The
product as received, showing the defect or mismatch clearly; and
- The
accompanying certificates, invoice, and other packaging details.
- The
Buyer must retain the product, packaging, and all accessories until the
replacement process is completed.
Requests submitted without proper evidence or beyond the
specified timeline will not be eligible for replacement.
3. Products Not Eligible for Replacement
The following categories of products are not covered under
this Policy:
- Custom-made
or personalized items, unless the product delivered is entirely different
from the order placed.
- Products
showing signs of use, alteration, tampering, or damage occurring after
delivery.
- Items
missing original certification, invoices, or authenticity cards provided
at the time of sale.
- Products
purchased under promotional offers, flash sales, or labelled as “Final
Sale” or “Non-Replaceable” at the time of checkout.
4. Process for Requesting a Replacement
- Initiating
a Request:
- The
Buyer must email the replacement request to elikzaofficial@gmail.com
within seven (7) calendar days from the date of delivery.
- The
email must include:
- Order
ID and registered contact details;
- A
short written description of the issue; and
- Relevant
photographs and a clear unboxing video showing the defect or issue.
- Preliminary
Review:
- Upon
receiving the request, Elikza’s verification team will examine the
evidence and may coordinate with the Seller for further clarification or
assessment.
- Decision
& Communication:
- Elikza
reserves the exclusive right to determine whether a product qualifies for
replacement under this Policy.
- Buyers
will be informed of the outcome via email after completion of the review
process.
- The
decision made by Elikza shall be final and binding on all parties.
- Collection
& Inspection:
- If
a replacement is approved, Elikza will arrange for secure collection of
the original product.
- All
returned products are subject to quality inspection to verify that the
received item matches the Buyer’s claim.
- A
replacement will be dispatched only after successful verification.
- Dispatch
of Replacement:
- A
new product will be shipped to the Buyer once the inspection is complete.
- If
the exact product is unavailable, Elikza may offer:
a) An alternative item of equivalent value and design; or
b) A refund to the Buyer’s original payment method, at Elikza’s
discretion.
5. Buyer’s Responsibilities
To facilitate smooth processing, Buyers are expected to:
- Retain
all product packaging and documentation until the issue is resolved.
- Provide
genuine and unaltered photographic or video proof.
- Cooperate
during the inspection and collection process.
- Avoid
misuse of this facility for minor, subjective issues such as slight color,
weight, or texture variations that naturally occur in gemstones and
handcrafted jewellery.
Repeated or fraudulent claims may result in restriction or
suspension of account privileges.
6. Inspection and Quality Standards
All replacement claims undergo rigorous evaluation based on:
- The
accuracy and credibility of the evidence provided;
- The
actual condition of the product upon inspection;
- Compliance
with Elikza’s quality control benchmarks; and
- Supporting
data from courier and Seller records.
If a returned item is found to be misused, altered, or
inconsistent with the Buyer’s claim, the replacement request will be rejected,
and the product will be returned to the Buyer.
7. Timelines for Resolution
- Replacement
requests are generally reviewed and resolved within 7 to 10 working
days from the date of receiving complete evidence and the returned
item.
- Replacement
or refund timelines may vary depending on product category, Seller
location, and stock availability.
- Elikza
shall make reasonable efforts to ensure a smooth and timely resolution in
every case.
8. Relationship with Refund Policy
- If a
requested replacement cannot be fulfilled due to unavailability of the
same or equivalent product, the Buyer may be eligible for a refund as
per Elikza’s Refund Policy.
- Refunds
in such cases will be subject to verification and follow the timelines and
process described in the Refund Policy.
9. Limitation of Liability
Elikza’s responsibility under this Policy is limited
exclusively to facilitating the replacement or refund of eligible products,
subject to verification and approval.
Elikza shall not be liable for any incidental, indirect, or consequential
losses arising from the use or delay in the replacement process.
10. Policy Amendments
Elikza Stone Private Limited reserves the right to
amend, modify, or update this Policy at its sole discretion. Any revisions
shall take effect immediately upon being published on Elikza.com.
Continued use of the platform after such changes constitutes acceptance of the
updated Policy.
11. Contact Information
For any concerns, queries, or to initiate a replacement
request, please contact:
Elikza Stone Private Limited
(Owner & Operator of Elikza.com)
đź“§
elikzaofficial@gmail.com