Return & Refund Policy

Updated as on April 09, 2025

**NOTE: DO NOT ACCEPT PARCELS IF THE SEAL IS BROKEN.**

At Cilvertune, we are dedicated to offering our customers the best products. Each item is thoroughly inspected, checked for defects, and packaged with utmost care to ensure you love our products. However, there may be times when we do not have the product(s) you choose in stock or face inventory and quality check issues. In such cases, we may have to cancel your order. You will be notified in advance to avoid any inconvenience. If you have purchased via online payment (not Cash on Delivery), you will be refunded once our team confirms your request.

Return & Exchange Policy

As with any shopping experience, terms and conditions apply to transactions at Cilvertune. By placing an order or making a purchase at Cilvertune, you agree to the terms set forth below along with our policy. 

We offer a hassle-free 30-day refund or exchange policy for items that have lost their rhodium or shine. However, this does not apply to personalised jewellery, festive products, coins, and god pendants and idols, Silver Chain, except in cases of defective or counterfeit products.

Return requests for damaged, empty parcels, short shipments, wrong products, etc., will only be entertained if the return request is sent within 24 to 48 hours of receiving the product.

For Empty Parcel, Short Shipment, or Damaged Product:

  1. Record and send a 360-degree unboxing video of the product package.
  2. The video should be a single video with no cuts or edits.
  3. The video should clearly show that the product was damaged on delivery.
  4. Videos made after opening the package will not be eligible for replacement, refund, or exchange.
  5. Without an unboxing video for the above-mentioned cases, your return request will not be entertained.

For Size Issues/Discomfort:

All our rings are adjustable and can be adjusted to any finger size. If there is a size issue or discomfort, the return should be claimed within 24 - 48 hours of receiving the product.

All products can only be returned for store credit note/replacement. This means that you can buy products from us for the amount that is to be returned to you, but you will not receive cash back. All returns will be accepted against the original order only once. Returns will not be accepted for any previous exchanges. Store credits are valid for a lifetime and can be used anytime.

Refunds are only applicable in the case of damaged products, wrong products, or articles with missing items or accessories. To ensure your request is processed without any hiccups, kindly share a 360-degree unpacking video of the product for us to ascertain the facts of your claim. In the case of a wrong product delivered, we will process your refund to the source account in case of prepaid order, and, or to the account details shared by you for COD orders.

Return and Exchange Process

1.     **Initiation**: To replace or exchange an item, please email us at care@cilvertune.com or call/WhatsApp us at +91-8130635533.

**Pickup**: Our pickup partners will reverse pick up your order within 3 working days from the date of booking the return. Please be available during the pick-up as courier will make only three attempts, after which you will have to self-ship the packet at the following address:

To,

Happy Panda Creations

First floor, Deswal Farm,

Lineomatic Road, Sec-37, NH-48,

Near Hero Honda Chowk,

Gurugram-122001

**Processing**:

                         i.         After the pickup is done, normally we receive returned products within 7-15 working days. In the meantime, your patience is highly appreciated.

                        ii.         All replacement orders will be created and shipped out within 48-72 hours of receiving the returned product in the warehouse.

                       iii.         Once the return pick-up is delivered to us, we will take 48-72 hours to process your refund in the form of store credit (a coupon code will be sent via email/WhatsApp). If you do not receive the credit note within the specified time, kindly contact us.

Cilvertune is responsible for return shipping costs only for store credit notes and replacements. Every return shipment is paid by Cilvertune, even if the item didn’t have free shipping initially. In areas that are unserviceable, Cilvertune will pay for shipping charges up to INR 100 for empty parcels, short shipments, or damaged products. Customers can then self-ship it to the warehouse address mentioned above. 

Warranty

We provide warranty against manufacturing defects on all our products, subject to the product being used within the scope of jewellery care instructions. Any mishandling or deliberate exposure to water, perfumes, and other chemicals may result in the claim not being entertained.

The Cilvertune warranty covers only product plating issues, including:

  1. Change in the colour of the product.
  2. Significant loss of shine in the product.
  3. Blackening of the product.

**6-Month Warranty**: After 30 days and within 6 months, replacement is provided if the rhodium-plated material gets worn out and loses its shine.

Note: The warranty is not applicable for gold and rose gold colour items or differently coloured items in all hallmarked silver jewellery.

Exceptional Refund Policy

While Cilvertune does not generally provide refunds in the form of cash back, we understand that there may be exceptional circumstances involving dissatisfied customers. In such rare cases where a refund is deemed necessary, the following conditions will apply:7    

  1. Refunds will be processed after deducting applicable logistics and commercial charges.
  2. A minimum deduction of Rs. 200 will be applied to cover costs such as shipping, handling, and any other relevant expenses incurred by Cilvertune.
  3. The final refund amount, after deductions, will be communicated to the customer before processing.

This policy ensures that while we strive to maintain our standard no-refund policy, we remain flexible and fair in exceptional cases.

Delivery Guarantee

The delivery guarantee is subject to the terms and conditions of the courier company. Any inconsistencies in the name, address or phone number while placing the order, may result in the non-delivery of the product. 

Your Consent

By using our website, registering an account, or making a purchase, you consent to our Return & Refund Policy and agree to its terms.

Changes to Our Return & Refund Policy

Should we update, amend, or make any changes to this document to accurately reflect our service and policies, the changes will be prominently posted here. If you continue to use the service, you will be bound by the updated Return & Refund Policy. If you do not agree to this or any updated Return & Refund Policy, you can delete your account.

Personal Notes

If a customer wishes to include a personalized note with their order, they must contact our customer support team directly prior to dispatch. Once the orders is dispatched we will not be able to make any change.

Contact Us

If, for any reason, you are not completely satisfied with any good or service that we provide, don't hesitate to contact us to discuss any issues you are experiencing with our product.

- **Email**: care@cilvertune.com

- **Phone**: +91-8130635533

- **Hours**: Mon - Sat (10:30 AM to 5:00 PM)