Return, Cancellation & Refund Policy

Last Updated: September 13, 2026

At Zivishq, we are committed to providing an exceptional online shopping experience. This Return, Cancellation, and Refund Policy complies with major payment gateway terms (Razorpay, Stripe, PayPal, CCAvenue, Cashfree) and E-Commerce Consumer Protection Rules, ensuring transparency, safety, and customer satisfaction.

1. Order Cancellation Policy

We understand that plans can change. You may cancel your order according to the following guidelines:

• • Cancellation Before Dispatch: Orders can be cancelled within 24 hours of placement or before shipment confirmation, whichever is earlier. A full 100% refund will be issued to the original payment source without any deduction.
  • Cancellation After Dispatch: Orders cannot be cancelled once handed over to the courier partner. You may request a standard return upon delivery in accordance with Section 2.
  • Cancellation of Custom / Engraved Orders: Customized or personalized orders cannot be cancelled once production has commenced.
  • Merchant Cancellations: Zivishq reserves the right to cancel any order due to inventory unavailability, pricing errors, or suspicious transactions. Full refunds will be processed immediately.

2. Return Eligibility & Window

To ensure a smooth return process, please adhere to our window and item condition guidelines:

• • Return Window: You may initiate a return within 7 calendar days from the date of package delivery.
  • Item Condition: The product must be unused, unworn, unscratched, and free from perfume, makeup, or chemical residue.
  • Packaging Requirements: Returned items must include all original Zivishq luxury boxes, velvet pouches, warranty cards, authenticity certificates, gift boxes, and tamper-evident security tags attached.
  • Security Tags: Products with broken, altered, or removed security tags are strictly non-returnable.

3. Category Matrix & Exclusions

• • Silver & Fashion Jewelry: Return Window: 7 Days | Status: ELIGIBLE | Condition: Original condition & security tags intact.
  • Solid Gold / Diamond Fine Jewelry: Return Window: 7 Days | Status: ELIGIBLE | Condition: Subject to strict purity & gemological verification.
  • Pierced Earrings: Return Window: 7 Days | Status: CONDITIONAL | Condition: Must remain in unopened, sealed transparent pouch for hygiene reasons.
  • Customized / Engraved Items: Status: NON-RETURNABLE | Condition: Personalized designs made exclusively to order.
  • Clearance / Sale Items: Status: NON-RETURNABLE | Condition: Marked as “Final Sale” at checkout.

4. Damaged, Defective, or Incorrect Items

We enforce strict multi-stage quality checks before shipping. However, in the event of Transit Damage or Manufacturing Defects:

• • You must notify Zivishq Customer Concierge within 48 hours of delivery.

  • Submitting an unboxing video showing the sealed package and defective item is mandatory for fast approval.

  • Upon verification, Zivishq will arrange a free reverse pickup and offer a 100% full refund or immediate replacement at no extra charge.

5. Refund Policy, Timelines & Payment Gateway SLA

All approved refunds are credited back to the original payment source utilized during checkout. In accordance with Banking and Payment Gateway Service Level Agreements (SLAs):

• • Credit Card / Debit Card: Refunded to Original Bank Account / Card within 5 to 7 Business Days.
  • UPI (GPay, PhonePe, Paytm): Refunded to Original Linked VPA / Bank Account within 2 to 4 Business Days.
  • Net Banking: Refunded to Original Source Bank Account within 3 to 5 Business Days.
  • Wallets (Amazon Pay, Paytm Wallet): Refunded to Original Wallet Balance within 24 to 48 Hours.
  • Cash on Delivery (COD): Refunded via Direct Bank Transfer (NEFT/IMPS) or Store Credit within 5 to 7 Business Days after receipt of bank details.

Important Gateway Compliance Notes:

• • • Original Source Refund Rule: Under PCI-DSS and gateway compliance policies, refunds can only be transferred back to the exact payment method/card used during payment creation. Cash or third-party transfers are strictly prohibited for online prepaid payments.
    • Shipping & COD Convenience Fees: Initial shipping fees and COD collection fees are non-refundable unless the return is due to an error by Zivishq (e.g., wrong or damaged item delivered).
    • Bank Delays: Once Zivishq issues a refund reference/ARN number, processing timelines depend on your issuing bank.

6. Return & Exchange Process

1. 1. 1. Submit Request: Email [email protected] or log in to your account dashboard under My Orders -> Return/Exchange within 7 days.
      2. Approval & Pickup: Once approved, an insured courier doorstep pickup will be scheduled. Please keep the item securely packaged in the original outer box.
      3. Inspection: Returned items are inspected at our fulfillment center within 48 business hours.
      4. Refund Dispatch: Refund will be credited immediately following successful inspection.

7. Merchant & Legal Contact Information

For any queries regarding cancellations, returns, refunds, or payment disputes:

• • Legal Entity Name: Zivishq Jewels
  • Customer Support Email: [email protected]
  • Helpline / WhatsApp: +91 74588 18795
  • Registered Address: C/O Jyoti Machinery Store, Krishna Nagar, Bahua, Fatehpur – 212663, India
  • Operating Hours: Monday – Saturday | 10:00 AM – 7:00 PM IST