Exchange, Repair & Cancellation Policy

1. Handcrafted Nature of Our Products

All Zevar Baksa pieces are handcrafted by Indian artisans. As a result, minor irregularities in finish, stone placement, or texture may occur. These are a natural part of the handmade process and add to each piece's individuality rather than indicating a defect. Colours may also appear slightly different on-screen compared to the physical product due to lighting and display settings.

2. Our General Policy

We do not offer refunds as a default once an order is placed. Depending on the material of your piece and the nature of the issue, we offer an exchange or a credit note (redeemable only on www.zevarbaksa.com) under the conditions below.

In specific cases, such as silver or gold jewellery arriving broken, whether a refund, exchange, or credit note is the right resolution will be discussed directly with you on a case-by-case basis (see Section 3.2).

3. Exchange & Credit Note Eligibility by Material

4. Exchange Window

All exchange and credit note requests must be raised within 7 days of delivery. Requests made after this window will not be entertained.

5. Made-to-Order and Customised Items

Made-to-order pieces, including customised pieces, take 20–30 days to be ready for dispatch. They are crafted specifically for you and are handled differently from ready-stock items. If you experience an issue with a made-to-order or customised piece, in any material, please reach out to us directly at info@zevarbaksa.com so we can discuss the appropriate resolution for your specific case.

6. Conditions That Apply to All Exchanges

• A product can be exchanged only once per order.
• The product must be unused and unworn, and returned in its original packaging with all tags and inclusions, to be eligible. Used or worn items sent for exchange will be returned without processing.
• We do not offer discounts on exchange orders or credit notes. Exchanges are processed at original prices.
• Sale and discounted items are not eligible for exchange or credit note.
• Exchange shipments may take longer than standard delivery timelines.
• A credit note, once approved, covers only the product value. Shipping charges are non-refundable, and the credit note is redeemable only on www.zevarbaksa.com.
• We reserve the right to accept or reject any exchange or repair request at our sole discretion.

7. Exchange Charges

• For size or fit-related exchanges on brass jewellery, a pickup and re-shipping fee applies and is borne by the customer.
• For defect-related exchanges (damaged, broken, incorrect plating, wrong item, or missing parts) on any material, no exchange fee is charged. The cost is borne by us.
• For silver or gold items arriving broken, any applicable charges (if the resolution is an exchange or credit note rather than a refund) will be confirmed as part of the direct discussion described in Section 3.2.

8. Repair Policy (Silver & Gold Jewellery Only)

We offer a repair service for silver and gold jewellery that is accidentally damaged after delivery.

• Repairs requested within 1 month of delivery are free of charge, though a pickup and re-shipping fee applies.
• Repairs requested after this window are subject to a pickup and re-shipping fee, plus repair charges based on actual assessment. Charges will be communicated after our team evaluates photos or video of the damage.
• Repair requests can only be raised within 3 months of delivery. Requests after this period cannot be accommodated.
• Repairs are subject to the design of the individual piece. Our team will confirm whether a specific damage is repairable once you raise a request.
• Brass jewellery is not eligible for repair. If a brass piece is received broken or defective, it should instead be raised as an exchange or credit note request under Section 3.1.

9. Lost Shipments

If your shipment is lost in transit, we will offer a replacement or credit note after verifying the matter with our courier partner. This process may take up to 7 business days depending on the courier's response time.

If a shipment is marked “delivered” but not received, please contact us at info@zevarbaksa.com within 24 hours of the delivery update so we can begin an investigation promptly.

10. Steps to Raise an Exchange or Repair Request

1. For an exchange or credit note: Email us at info@zevarbaksa.com within 7 days of delivery with your order number and a photo or video of the issue (for damage or defect claims).
2. For a repair (silver and gold only): Email us at info@zevarbaksa.com with your order number and photos or video of the damage.
3. Review: Our team will review your request, confirm whether it is approved, and communicate any applicable charges.
4. Return: The product must be securely packed in its original packaging and shipped to our address below.
5. Charges: Pickup, reverse-pickup, and re-shipping charges (where applicable under Sections 7 and 8) are borne by the customer, except where waived under this policy.
6. Processing: Once received, the item will undergo a quality check before the exchange or repair is processed and re-shipped.

11. What Is Not Eligible for Exchange, Credit Note, or Repair

• Sale or promotional/discounted items
• General preference-based requests on brass jewellery (“didn't like it”)
• Preference-based requests on silver or gold jewellery (size, “didn't like it”)
• Used or worn products
• Minor colour or design variations arising from the handcrafted nature of our products or screen display differences
• Made-to-order and customised items are handled on a case-by-case basis (see Section 5)

12. Order Cancellations

Cancellation terms for orders already placed are set out in our Terms and Conditions (Section 11). In brief, ready-stock item cancellations are accepted only before shipment, and made-to-order cancellations are subject to a partial deduction once production has begun.