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:

1. The replacement request is raised within seven (7) calendar days from the date of delivery, as confirmed by our courier or logistics partner.
2. 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.
3. 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.
4. 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:

1. Custom-made or personalized items, unless the product delivered is entirely different from the order placed.
2. Products showing signs of use, alteration, tampering, or damage occurring after delivery.
3. Items missing original certification, invoices, or authenticity cards provided at the time of sale.
4. 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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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

1. 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.
2. 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)
📧 elikzaofficial@gmail.com