Refund and Returns Policy

Refund, Return & Exchange Policy

The One Jewellery
Website: https://theonejewellery.com

At The One Jewellery, we take great care in packaging and delivering your jewellery orders. We request that all customers carefully inspect their packages upon delivery and follow the guidelines below if they receive a damaged or defective product.

1. Eligibility for Refunds and Exchanges

Refunds and exchanges are accepted only for products that arrive damaged or defective upon delivery, subject to verification and applicable consumer protection laws.

We do not accept returns or exchanges for reasons such as a change of mind, personal preference, or dissatisfaction unrelated to damage or defects, except where required by applicable law.

2. Mandatory Unboxing Video Evidence

To help us verify damage claims and prevent fraudulent returns, customers must record a clear, uninterrupted unboxing video.

Please follow these instructions:

  • Record before opening: Begin recording while the package is still completely sealed and unopened.
  • Show the package: Clearly capture the outer packaging, shipping label, and visible condition of the parcel.
  • Record the entire unboxing: Continue recording without pauses, cuts, edits, or interruptions until the jewellery has been removed and inspected.
  • Show the damage: Clearly capture the damaged or defective product and its relevant details.
  • Keep the packaging: Retain the original packaging and all included items until your claim has been resolved.

The video must clearly establish the condition of the package before opening and the condition of the product upon removal.

Important: If you do not provide a clear, continuous unboxing video, your refund or exchange claim may be rejected if the damage cannot be adequately verified. Every claim will be reviewed on its individual merits and in accordance with applicable law.

3. Five-Day Claim Window

Customers must submit their refund or exchange request within 5 calendar days of receiving the order.

Requests submitted after this period may not be accepted, except where a longer period or other remedy is required by applicable law.

Please contact our support team as soon as you discover any damage. Delaying your request may make it more difficult to verify the condition of the product.

4. How to Request a Refund or Exchange

To submit a claim, please contact our customer support team and provide the following information:

  1. Your order number.
  2. Your name and registered contact details.
  3. A brief description of the damage or defect.
  4. The complete, unedited unboxing video.
  5. Clear photographs of the damaged product and packaging, if requested.

Our team will review the submitted evidence and may request additional information to complete the verification process.

Please do not ship any product back without receiving return instructions from our team.

5. Refund Process

If your claim is approved for a refund:

  • The refund will be processed after verification and, where applicable, receipt and inspection of the returned product.
  • Refunds will generally be issued to the original payment method wherever possible.
  • The time taken for the refund to appear in your account may depend on your payment provider or bank.
  • We will communicate the refund status and any further steps required.

Refunds will not be issued for claims that are found to be ineligible after a fair review, subject to applicable law.

6. Exchange Process

If your claim is approved for an exchange:

  • The damaged or defective product may need to be returned in its original packaging.
  • An exchange will be arranged subject to product availability.
  • If the same product is unavailable, our team will contact you to discuss the available options.
  • Return shipping and replacement delivery arrangements will be communicated by our support team.

7. Conditions for Return

For an eligible damage or defect claim, customers should retain the product in the condition in which it was received, along with its original packaging and included accessories.

Products that have been intentionally damaged, altered, misused, or returned without the relevant components may require further investigation. These circumstances will be assessed individually and will not override any rights available under applicable law.

8. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible. Orders that have already been dispatched may not be cancellable through the standard cancellation process. Any cancellation and refund will be handled in accordance with our applicable cancellation terms and consumer protection requirements.

9. Fraud Prevention

The One Jewellery reserves the right to investigate suspicious, inconsistent, or potentially fraudulent claims. We may request additional evidence before approving a refund or exchange.

Claims lacking sufficient evidence, including claims without a clear unboxing video, may be declined following review, subject to applicable law. We do not guarantee approval of every claim submitted.

10. Contact Us

For refund, return, or exchange assistance, please contact us through the contact details provided on our website:

The One Jewellery
Website: https://theonejewellery.com

Please include your order number in all communications so that our team can assist you efficiently.

11. Policy Updates and Legal Rights

The One Jewellery reserves the right to update this policy when necessary. Any updated version will be published on our website.

Nothing in this policy is intended to exclude or restrict any rights or remedies available to customers under applicable Indian consumer protection laws.

Last updated: 29 October 2026