EXCHANGE & REPAIR
All our products are handcrafted by Indian artisans, therefore, WE DO NOT ACCEPT RETURNS and REFUNDS ON ORDERS ONCE PLACED, WE ONLY OFFER EXCHANGE AND CREDIT-NOTE, which can be redeemed on Zilar store Website ONLY.
ZILAR accepts Returns and Exchanges ONLY in the following instances:
- Product (s) delivered is inaccurate than the one ordered
- Product (s) delivered is damaged on receipt
- Kindly inform us within 2 days of delivery, for which the customer needs to e-mail us at support@zilarstore.comwith their order number and product picture at
- support @zilarstore.com with the order number and product picture.
Missing items, and wrong orders must be reported immediately after delivery to our Customer Support Team (+91 7207876370) . Any report for such cases made after 24 Hrs (After Delivery) will not be entertained.
Please Note:
Although all our products go through multiple levels of quality control before shipping, since natural stones and pearls are organic in nature, they may vary slightly, resulting in products being unique and slightly different from the others.
We will not accept returns of products bought from third-party websites or physical stores.
EXCHANGE POLICY- INDIA
- We only exchange products and do not refund in case the customer doesn’t like the product(s). Request for which needs to be raised within 2 days of delivery.
- Customised orders and items on sale are NOT ELIGIBLE for exchange.
- A product can be exchanged only ONCE through the course of an order.
- For exchange, customers need to bear pickup & re-shipping charges of ₹500/- (PAN India)
- Items purchased in SALE shall not be applicable for exchange
STEPS TO FOLLOW FOR EXCHANGE & REPAIR:
- Kindly inform us within 2 days of delivery, for which the customer needs to e-mail us at support@zilarstore.com with their order number and product picture.
Note: We request you to kindly be patient after raising the query as our working hours are 10 AM – 6 PM (Monday-Saturday). Our team will be happy to take up your queries as soon as they are back at their desk.
- Once the concerned team checks the description & confirms the damaged/ incorrect product, an email confirmation will be sent to the customer regarding the approval of the exchange or repair.
- The product must be packed in the same packaging before it is couriered by the customer to our billing address (mentioned below).
- Shipping / Reverse pick-up / Re-shipping charges for exchanged items will be borne by the customer only.
- The repaired or exchanged piece will be re-shipped only after the original product is inspected by the Quality Check team and the defect/ quality is confirmed.
- The product must be unused and untempered to be eligible for exchange.In case a used product is sent for exchange, the product will be returned to the customer and the exchange shall not be processed.
- It may take longer than usual time to ship the exchanged product.
- All exchanges are subject to stock availability.
NO REFUND OR EXCHANGE
No refund or exchange will be given in the following cases:
- Pre-orders require full payment at the time of order confirmation.
- No return/exchange/replacement for pre-orders or customised orders.
- No refund/exchange for used products.
- No exchange/return for minor colour and design variations due to display differences and the handcrafted nature of our products.
- No refund for incorrect or outdated addresses.
- No refund after 3 failed delivery attempts by our courier agents.
- In case of an approved refund, only the product value will be refunded; shipping charges are non-refundable.
Please note that prices exclude customs duties and shipping charges. VAT, duties, and taxes applicable per your country’s regulations are the customer’s responsibility.
We are not responsible for delays due to natural calamities and unavoidable circumstances.
Coupon codes cannot be applied to Exchange orders / Credit Notes.
For any additional information or queries related to the dispatch of your order, please reach out to us during our operating hours:
Operating Hours: Monday to Saturday, 10 AM to 6 PM (IST)
Phone: 7207876370
Email: support@zilarstore.com
For general inquiries, please contact us at support@zilarstore.com.
