Elikza.com (“Elikza”, “we”, “our”, or “us”) is owned and operated by Elikza Stone Private Limited, a company incorporated under the laws of India.

This Replacement Policy (“Policy”) explains the terms applicable to replacement requests 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.

1. Eligibility for Replacement

A customer may request a replacement if the product delivered is:

• Damaged or broken;

• Defective;

• Different in colour or design from the product ordered;

• Made from a different material than ordered;

• Different from the agreed specifications; or

• Substantially different from the product or specifications displayed or ordered.

Replacement requests for such issues must be raised within 48 hours from the date of delivery.

The replacement request will be subject to verification by Elikza and/or the respective seller.

2. Evidence Required for Damaged, Defective or Incorrect Products

For a replacement request relating to a damaged, defective or incorrect product, the customer may be required to provide:

• Order ID;

• Clear photographs of the product;

• Clear photographs or videos showing the issue; and

• An unedited and uncut unboxing video showing the opening of the package and the product received.

The unboxing video should, where possible, clearly show the outer package, shipping label, packaging and the product as received.

Elikza may request additional information or evidence where reasonably required to assess the claim.

3. Product Condition

The product must be retained in the condition in which it was received until the replacement request has been reviewed.

The customer should not:

• Use or wear the product;

• Repair or alter the product;

• Remove or tamper with identifying marks, tags or other product components; or

• Dispose of the original packaging or other items supplied with the product.

Where a replacement is approved, the original product and its packaging, certificates, invoice, tags, accessories and other supplied items may be required to be returned.

4. Custom-Made, Personalized and Made-to-Order Products

Custom-made, personalized and made-to-order products are not eligible for normal return.

However, a replacement may be requested if the product is:

• Damaged or broken;

• Defective; or

• Different from the agreed specifications, design, colour, material or other requirements.

Such requests must be raised within 48 hours of delivery and will be subject to verification.

5. Replacement Verification

After receiving a replacement request, Elikza may review:

• The information provided by the customer;

• Photographs and videos;

• The product and its condition;

• Order details;

• Seller records;

• Packaging and shipping information;

• Courier records; and

• Other relevant information necessary to determine the claim.

Elikza may coordinate with the respective seller before making a final determination.

6. Approval of Replacement

If the replacement request is approved, Elikza or the seller will arrange for the original product to be collected or returned, as applicable.

The replacement will generally be processed after the returned product is received and/or verified, where such inspection is required.

The replacement product will generally be the same product as originally ordered.

7. Replacement Availability

Replacement is subject to availability of the same product.

If the exact product is unavailable, Elikza may, depending on the circumstances:

• Offer an equivalent replacement;

• Offer another suitable resolution; or

• Provide a refund in accordance with the Refund Policy.

The applicable resolution will be communicated to the customer before completion of the claim where required.

8. Cases Where Replacement May Not Apply

A replacement request may be rejected where:

• The request is raised after 48 hours from delivery;

• The issue is caused by use, wear, improper handling, storage, alteration or repair after delivery;

• The product has been damaged after delivery;

• The product is returned in a materially different condition from the condition in which it was delivered;

• Required product components, certificates, packaging or accessories are missing;

• The customer is unable to provide sufficient evidence where evidence is reasonably required;

• The product returned is different from the product originally delivered; or

• The issue is due solely to natural variations in gemstones, natural stones, shells, pearls or other natural materials that are consistent with the product description.

9. Natural Variations

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 and will not ordinarily qualify for replacement.

10. Replacement Process

To request a replacement, the customer may contact Elikza through the applicable support system or by email:

Email: info@elikza.com

The customer should provide:

• Order ID;

• Registered contact details;

• Details of the issue;

• Required photographs/videos; and

• Any other information reasonably requested for verification.

Customers must follow the return or pickup instructions provided by Elikza.

11. Replacement Timeline

Elikza will process an approved replacement request as promptly as reasonably possible.

The overall replacement timeline may depend on product availability, pickup and delivery arrangements, inspection requirements and seller processing time.

Where a replacement cannot reasonably be completed, an alternative resolution may be offered in accordance with this Policy and the Refund Policy.

12. Fraudulent or Misleading Claims

Elikza reserves the right to reject a replacement request where there is evidence of misuse, fraudulent activity, manipulation of evidence, false information or an attempt to return a different product.

Repeated or fraudulent claims may result in appropriate action against the customer's account, subject to applicable law.

13. Relationship with Refund Policy

Where a replacement is not possible or an approved replacement claim requires a refund, the refund will be processed in accordance with the Refund Policy.

The terms applicable to normal returns and refunds are separately set out in the Refund Policy.

14. Policy Updates

Elikza reserves the right to modify or update this Replacement Policy from time to time.

Any updated version will be published on Elikza.com and will apply from the date of publication.

15. Contact Us

For questions regarding replacement requests:

Elikza Stone Private Limited
Email: info@elikza.com