In this Policy, capitalized terms not otherwise defined shall have the meanings assigned to them in Aarunya's Terms & Conditions. In addition:

2.1 Eligible products may be returned within 10 calendar days from the Delivery Date. The Delivery Date is the date on which the Logistics Partner records successful delivery of the shipment and delivery verification is completed.

2.2 Return requests must be initiated by the Customer within the Return Window. Requests submitted after the expiry of the Return Window will not be accepted, except where the return is required under applicable consumer protection law.

2.3 The Return Window applies to all eligible product categories. Products that are categorically excluded from return are listed in Clause 3 of this Policy.

3.1 The following categories of products are excluded from the standard Return Window and are not eligible for return or refund on a change-of-mind basis:

3.2 The exclusions in Clause 3.1 apply only to Change-of-Mind Returns. Notwithstanding any exclusion listed above, Aarunya will provide an appropriate remedy for any product — including discounted products — that is found to have a verified manufacturing defect, was incorrectly dispatched, or was damaged in transit. The statutory rights of Customers under the Consumer Protection Act, 2019 are not affected by the exclusions in this Clause.

4.1 To be eligible for a return and refund, the following conditions must be satisfied at the time of return:

4.2 Aarunya strongly advises all Customers to record a complete, uninterrupted unboxing video upon receipt of their order, from the moment of opening the outer packaging through to full inspection of the jewellery, certificates, and accessories inside. For Change-of-Mind Returns and wrong product claims, an unboxing video is not a mandatory precondition to filing a return request, though its presence assists Aarunya in processing the claim promptly. For transit damage claims, an unboxing video is a mandatory condition of eligibility, as set out in Clause 13 of this Policy.

5.1 All return requests must be initiated through one of the following authorized channels within the Return Window:

5.2 To initiate a return, the Customer must provide the following information:

• Full name and registered email address or mobile number;
• Order number and Order Confirmation reference;
• Product name and description;
• Reason for return (change of mind / defect / wrong product / transit damage);
• Clear photographs of the product, packaging, and any observed damage or defect; and
• Unboxing video (strongly recommended, and required for transit damage or missing items claims).

5.3 Upon receipt of a return request, Aarunya will review the information provided and communicate one of the following outcomes within 2–3 Business Days:

• Return approved — reverse pickup will be arranged;
• Additional information requested — the Customer will be asked to provide further evidence; or
• Return declined — the reason will be provided, and the Customer's statutory rights will be noted.

5.4 A return is not confirmed until Aarunya issues a written Return Approval. Products sent to Aarunya without a Return Approval will not be accepted and will be returned to the Customer at their cost.

6.1 Upon issuance of Return Approval, Aarunya will arrange a Reverse Pickup from the Customer's delivery address through its authorized Logistics Partners. Reverse Pickup is available across all serviceable locations in India.

6.2 Self-shipping of returned products by the Customer is not permitted unless Aarunya has provided specific written authorization. Unauthorized self-shipped returns may not be accepted and will be returned at the Customer's cost.

6.3 Customers must ensure that the product is:

• securely packaged in its original packaging with all accessories and certificates;
• clearly labelled with the Return Approval reference number; and
• available for pickup at the specified address during the agreed pickup window.

6.4 The Customer must be present or have an authorized representative present for the Reverse Pickup. Aarunya cannot be held responsible for pickup failures caused by the Customer's unavailability.

Return shipping charges are allocated based on the reason for return:

8.1 All returned products undergo a mandatory QC inspection upon receipt at Aarunya's facility. QC is conducted to verify that the returned product meets the return eligibility conditions set out in Clause 4 of this Policy.

8.2 QC inspection may include the following:

• Verification of product identity and authenticity against the original order records;
• Assessment of product condition for signs of use, wear, damage, or alteration;
• Verification of original IGI, GIA, or GSI certification (as applicable);
• Verification of original accessories and packaging;
• Metal purity spot-check where required;
• Diamond verification and setting inspection; and
• Tampering and Third-Party Alteration check.

8.3 QC is generally completed within 3–5 Business Days of receipt of the returned product at Aarunya's facility.

8.4 Aarunya will notify the Customer of the QC outcome — QC Pass or QC Fail — within 1 Business Day of completion.

9.1 Where a returned product achieves a QC Pass, the refund will be processed in accordance with the Customer's chosen refund method:

9.2 The refund timelines above reflect the period from QC Pass to Aarunya's initiation of the refund. Actual credit to the Customer's account depends on the Customer's bank, card issuer, or UPI provider and may take additional time beyond the stated window. Aarunya shall not be liable for delays arising after the refund has been initiated on Aarunya's end.

9.3 Customers who wish to receive Store Credit in lieu of a refund to their original payment method must indicate this preference at the time of initiating the return request.

10.1 The following deductions may be applied to refunds, depending on the reason for return:

10.2 No deductions of any kind will be made from refunds arising from Defect Returns, wrong product dispatches, or transit-damaged products where Aarunya is at fault.

11.1 If a returned product fails QC inspection, Aarunya will notify the Customer in writing, setting out the specific reasons for rejection. The following outcomes apply upon QC Fail:

• No refund will be issued in respect of the failed return;
• The product will be returned to the Customer at the Customer's delivery address; and
• Return shipping charges for re-delivery of the QC-failed product to the Customer will be borne by the Customer.

11.2 Common reasons for QC Fail include:

• signs of wear, use, or polishing;
• evidence of Third-Party Alteration or repair;
• missing or tampered IGI, GIA, or GSI certificate;
• missing accessories, original packaging, or invoice;
• product damage caused by the Customer;
• product found not to be the original item dispatched by Aarunya; or
• return submitted outside the Return Window.

11.3 If the Customer disputes a QC Fail decision, the Customer may escalate the matter in writing to Aarunya's Grievance Officer within 7 calendar days of receiving the QC Fail notification. Aarunya will conduct a secondary review and respond within 7 Business Days. If the Customer remains dissatisfied, they may file a complaint before the appropriate Consumer Commission under the Consumer Protection Act, 2019.

12.1 Where an order was placed wholly or partly using a Gift Card, promotional voucher, discount voucher, or Store Credit, the refund will be processed as follows:

• The portion of the purchase price paid via a Gift Card or Store Credit will be refunded as Store Credit to the same account, subject to the original instrument's terms and conditions;
• The portion paid via other payment methods (UPI, card, net banking) will be refunded to the original payment method in the normal course; and
• One-time-use promotional vouchers that were redeemed at zero cost are not eligible for cash or credit refund upon return.

12.2 The validity period of a Gift Card or voucher will not be extended as a result of a refund being credited to it.

12.3 Cash refunds in lieu of Gift Card or voucher credits are not available.

13.1 Where a Customer receives a product with a verified manufacturing defect, an incorrect product, or a product damaged in transit, the Customer should:

• notify Aarunya at info@aarunya.co or +91 99678 00000 within 24 hours of delivery;
• provide a complete, uninterrupted unboxing video — this is mandatory for transit damage claims. Without an unboxing video, transit damage claims cannot be processed. For defect and wrong product claims, photographs are the minimum requirement; an unboxing video further supports the claim; and
• retain all original packaging and courier materials until the matter is resolved.

13.2 Upon verification of the defect, incorrect dispatch, or transit damage, Aarunya will provide one of the following remedies, at the Customer's preference where operationally feasible:

• Repair of the defective product (for manufacturing defects);
• Replacement of the product with the same item;
• Full refund to the original payment method or as Store Credit; or
• Alternative resolution agreed between Aarunya and the Customer.

13.3 For transit damage claims specifically, an unboxing video is a mandatory condition of eligibility. A claim for transit damage cannot be processed without a valid, uninterrupted unboxing video clearly showing the state of the outer packaging and the condition of the product at the time of opening. This requirement exists because transit damage claims involve the insurance cover maintained by Aarunya on all shipments, and insurers require documentary evidence of the damage as it was found at the time of delivery. Aarunya will initiate the insurance claim on behalf of the Customer upon receipt of a valid unboxing video.

13.4 For lost shipments, Aarunya will investigate the matter with the Logistics Partner. Once the Logistics Partner confirms the shipment as lost in writing, Aarunya will initiate the insurance claim process. Upon completion of the insurance investigation, Aarunya will contact the Customer to offer either: (a) re-manufacture and re-dispatch of the product where feasible; or (b) a full refund to the original payment method or as Store Credit at the Customer’s preference. No charge of any kind will be borne by the Customer in respect of a lost shipment.

13.5 No return shipping charges, Gateway Charges, or any other deductions will be applied to refunds arising from verified manufacturing defects, incorrect dispatch, or transit-damaged products.

13.6 Manufacturing defect claims arising after the Return Window will be handled under Aarunya's Warranty Policy, which provides a 6-month limited manufacturing warranty from the Delivery Date.

14.1 Aarunya does not offer a direct product exchange service (i.e., swapping one purchased product for a different product) within the standard Return Window.

14.2 Customers who wish to purchase a different product after returning an eligible item should initiate a standard return under this Policy to receive a refund or Store Credit, and subsequently place a fresh order for the desired product on the Website.

14.3 Aarunya offers a Lifetime Exchange Program for eligible products, which is governed by separate terms set out in the Lifetime Exchange Policy available on the Website. The Lifetime Exchange Program operates outside the scope of this Return & Refund Policy.

15.1 Aarunya reserves the right to decline return requests, restrict access to the return facility, or suspend a Customer's account where there is reasonable evidence of:

• fraudulent return claims;
• product swapping (returning a different product from the one dispatched);
• serial or pattern returns indicative of abuse of the return facility; or
• deliberate misrepresentation of product condition or return reason.

15.2 Customers suspected of return abuse may be notified and given an opportunity to respond before any restriction is imposed. Aarunya will act reasonably and proportionately in assessing return abuse.

Nothing in this Policy shall limit, exclude, or modify any rights available to Customers under applicable consumer protection laws in India, including the Consumer Protection Act, 2019. The remedies set out in this Policy are in addition to, and do not affect, any statutory rights a Customer may have. In the event of any conflict between the terms of this Policy and applicable mandatory consumer protection law, the provisions of such law shall prevail.

Aarunya reserves the right to amend, update, or replace this Policy at any time. Amendments affecting the rights of Customers in relation to pending returns will be communicated with reasonable advance notice. Revised versions will be published on the Website with an updated effective date. Continued use of the Website to place new orders constitutes acceptance of the revised Policy for those new orders.

For any questions, return requests, or refund enquiries, please contact:

© Aviana Diamonds LLP. All Rights Reserved. Unauthorised reproduction of this Policy is prohibited.