Return, Exchange & Refund Policy

We offer a 15-day return and exchange policy from the date your order is delivered.

Eligible ready-to-wear jewellery may be returned for a full refund to the original payment method, excluding charges for value-added services such as third-party laboratory certifications (IGI, GIA, SGL or any other laboratory), gift packaging, engraving, or any other optional services purchased with your order.

To make your experience completely hassle-free, Orsia Jewels provides complimentary reverse pickup worldwide wherever service is available through our logistics partners.

Custom & bespoke jewellery

Every bespoke, made-to-order, personalised or engraved jewellery piece is specially created for you and therefore cannot be returned within the initial 15-day return period. These pieces become eligible only under our Lifetime Exchange & Buyback Policy after one year from the original purchase date, subject to our prevailing terms and valuation.

Jewellery altered by another jeweller

Jewellery that has been resized, repaired, modified, reset or altered by any third party will not qualify for return, refund, exchange or buyback.

Missing components

All original items supplied with your purchase must be returned, including but not limited to:

• Original jewellery
• Laboratory certificates
• Product packaging
• Jewellery box
• Authentication documents
• Complimentary accessories

If any of these components are missing, Orsia Jewels reserves the right to deduct the replacement cost or decline the return request.

To initiate a return or exchange, simply contact our Client Services team. Once your request is approved, our logistics team will arrange a complimentary reverse pickup from your registered delivery address.

Our courier partner will make two pickup attempts. If both pickup attempts are unsuccessful due to customer unavailability or any other reason beyond our control, the customer will be responsible for securely shipping the parcel to the address below.

We strongly recommend recording a continuous video while packing the jewellery for return. This helps protect both parties in case of transit-related disputes.

After your return reaches our facility, every item undergoes a comprehensive inspection by our Quality Assurance team.

• Inspection is generally completed within 2–4 business days.
• Once approved, your refund or exchange will be processed immediately.

Orsia Jewels reserves the right to reject any return that does not satisfy the conditions outlined in this policy.

Once your return successfully passes quality inspection, the refund will be processed to your original mode of payment.

Please note:

• Refunds are issued only after successful quality inspection.
• Refund processing generally takes 8–12 business days, depending on your bank or payment provider.
• Returns involving multiple items will be refunded only for the eligible products received.
• Charges paid towards third-party laboratory certificates (IGI, GIA, SGL or any other certification), gift wrapping, engraving or any additional value-added services are non-refundable.
• Any jewellery altered by another jeweller will be returned without refund.

If you wish to exchange your jewellery for another Orsia creation, simply contact our Client Services team within 15 days of delivery.

The exchange process is simple:

1. Contact our Customer Care team by phone, WhatsApp or email.
2. Inform us of the jewellery you'd like to receive in exchange.
3. We will arrange a complimentary reverse pickup.
4. Your returned jewellery will undergo quality inspection.
5. Once approved, your new jewellery will be dispatched.

If the returned jewellery fails inspection, the exchange request will be declined and the original jewellery will be returned to you.

Beyond the 15-day return period, Orsia Jewels proudly offers Lifetime Exchange and Buyback on eligible jewellery purchased from us. The valuation will be based on the prevailing market value at the time of evaluation.

The following deductions shall apply:

• Entire labour and manufacturing charges.
• Minimum 10% deduction on the diamond value, subject to prevailing market prices.
• Additional deductions may apply if the jewellery is damaged, incomplete or missing original certificates.

A fresh quotation will always be shared before proceeding with the exchange or buyback.