At Orabiss Jewels, each piece is prepared and inspected with care. Because our jewellery is made as a considered purchase, we do not offer ordinary returns for change of mind.

This policy applies to purchases made directly through the Orabiss Jewels website.

1. Change-of-Mind Returns

Orabiss does not ordinarily accept returns solely because a customer:

* has changed their mind;
* no longer wants the jewellery;
* does not like the jewellery after receiving it;
* ordered the wrong size;
* expected the product to look different;
* prefers another product after purchase; or
* has otherwise changed their purchasing preference.

Accordingly, customers should review the product description, measurements, size information, material information and photographs before placing an order.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot lawfully be excluded under applicable Indian law.

2. Damage or Manufacturing Defect Claims

If an item is received with apparent transit damage or a genuine manufacturing defect, the customer should contact Orabiss at:

Email: orabissjewels@gmail.com

The standard claim window for damage or defect claims is 24 hours from the date and time at which the parcel is accepted/received at the delivery doorstep, as recorded by the applicable shipping carrier.

The 24-hour reporting period is Orabiss’s standard commercial claim procedure and evidence requirement. It does not operate to exclude any statutory consumer right or remedy that applies notwithstanding this policy.

3. Unboxing Video Requirement

For claims concerning damage during delivery, the customer should provide a clear, continuous and unedited unboxing video.

The video should:

1. begin before the parcel is opened;
2. clearly show the outer shipping package;
3. show the shipping label and relevant shipment information;
4. show the condition of the package before opening;
5. continue while the package is opened;
6. show the jewellery and its packaging; and
7. clearly show the alleged damage or issue.

Still photographs may also be requested as supporting evidence. Photographs alone do not replace the unboxing-video requirement for delivery-damage claims where the requirement applies.

Orabiss may request additional photographs, videos, shipment information or other reasonable evidence necessary to assess a claim.

4. Claim Assessment

Every damage or defect claim is subject to inspection and assessment by Orabiss.

The assessment may distinguish between:

* transit damage;
* manufacturing defects;
* normal wear and tear;
* accidental damage;
* customer-caused damage;
* ordinary plating wear;
* scratches;
* dents;
* bending or deformation;
* impact-related stone damage;
* misuse;
* exposure to chemicals or unsuitable substances; and
* other conditions inconsistent with ordinary use and care.

The mere existence of damage does not automatically establish that the product had a manufacturing defect or was damaged during transit.

5. Approved Claims

Where Orabiss determines that an eligible claim qualifies for an exchange, Orabiss will provide an exchange rather than an ordinary change-of-mind refund.

An exchange is subject to product availability.

If the exact product is unavailable, Orabiss may discuss an appropriate alternative with the customer.

Where applicable law requires a different remedy, including a refund or other statutory remedy, the applicable law will prevail.

6. Items Generally Not Covered as Delivery Damage or Manufacturing Defects

The standard damage/defect procedure does not ordinarily cover:

* normal wear and tear;
* ordinary fading or wearing of plating;
* scratches caused by use;
* dents;
* bending or deformation caused by use;
* accidental impact;
* stone damage resulting from impact;
* damage caused by misuse;
* chemical exposure;
* chlorine or harsh cleaning products;
* improper storage or handling;
* alterations or repairs performed by a third party; or
* damage arising from failure to follow the Jewellery Care Guide.

Plating-related concerns are addressed separately under the Lifetime Plating Guarantee.

7. Incorrect, Missing or Different Items

If an order is delivered with an item missing, an incorrect item, or another fulfilment discrepancy, the customer should contact Orabiss as soon as reasonably possible and preferably within the standard 24-hour claim window.

Orabiss may request photographs, an unboxing video, packaging information, shipment details and other evidence necessary to investigate the matter.

8. Statutory Rights

This policy describes Orabiss’s standard commercial returns and exchange procedure. It does not limit rights or remedies available to a consumer under applicable Indian law where those rights cannot legally be excluded or restricted.

9. Standard Orders

A standard in-stock order may be cancelled only before it has been packed or dispatched, subject to applicable law and the status of the order.

Once an order has been packed or dispatched, cancellation is not permitted under Orabiss’s standard commercial cancellation procedure.

Where an order cannot legally be cancelled or reversed under this policy, the customer may still have any statutory rights or remedies available under applicable law.

10. Made-to-Order Products

Made-to-order products cannot be cancelled once the order has been confirmed, subject to any non-excludable statutory rights.

A made-to-order product is a product that Orabiss begins preparing specifically in response to a confirmed customer order rather than supplying from ordinary ready stock.

11. Customised Products

Customised products cannot be cancelled once the order has been confirmed, subject to any non-excludable statutory rights.

Customisation may include alterations or specifications requested specifically by the customer.

12. Cancellation Request

To request cancellation of an eligible order, contact:

orabissjewels@gmail.com

Please include the order number and the reason for the cancellation request.

Cancellation is effective only when confirmed by Orabiss.

13. Refunds Following an Approved Cancellation

Where an eligible cancellation has been accepted and a refund is due, the refund will be processed in accordance with the applicable payment method, payment-provider processes and applicable law.

Nothing in this policy is intended to impose an unlawful cancellation charge or to restrict any consumer right that cannot legally be excluded.