RETURN, REPLACEMENT & WARRANTY POLICY

At Divayra, we take pride in the quality, craftsmanship, and experience we provide with our jewelry.

We want our policies to be clear and transparent so that you know exactly what to expect before and after making a purchase.

This policy explains our 5-Day Replacement Policy, refunds, store credit, delivery-related issues, and 6-Month Color Warranty.

Divayra is operated by Adynex Enterprise.

1. 5 – DAY REPLACEMENT WINDOW

Customers must contact us within 5 calendar days from the date of delivery if they receive:

• A wrong product
• A damaged product
• A defective product
• A product that is materially different from the description or specifications shown on our website

Requests made after the 5-day period may not be eligible under our standard replacement policy unless the issue is covered separately under our 6-Month Color Warranty or applicable consumer law.

2. ELIGIBLE CASES FOR REPLACEMENT

A replacement request may be accepted in the following circumstances:

Wrong Item Received

If the product delivered is different from the product ordered.

Damaged Item Received

If the product was damaged during transit or arrived physically damaged.

Defective Item Received

If the product has a manufacturing defect that affects its normal use or appearance.

Materially Not as Described

If the product received is materially different from the description, specifications, design, material, colour, size information, or other important characteristics displayed on the applicable product page.

All eligible claims are subject to verification.

3. CHANGE OF MIND RETURNS

Divayra generally does not accept returns or exchanges solely because of change of mind or personal preference.

This includes:

• Change of style preference
• Change of colour preference
• Product no longer being wanted
• Personal styling preference
• Size or fit preference where measurements were accurately disclosed before purchase
• Subjective expectations where the product received correctly matches its listing, specifications and description

This restriction does not affect eligible claims involving:

• Wrong products
• Damaged products
• Defective products
• Materially not-as-described products
• Any remedy that must be provided under applicable law

4. PROOF REQUIRED FOR A CLAIM

To help us investigate a replacement or return request, please provide:

• Your Divayra order number
• Registered name/email/phone number
• Clear photographs showing the issue
• A description of the problem
• Packaging photographs, where relevant
• An unboxing video, where available and relevant

Unboxing Video

For claims involving:

• Transit damage
• Wrong items
• Missing items
• Missing components

we strongly recommend recording a clear, continuous and unedited unboxing video beginning before the shipping package is opened.

The shipping label should be visible in the video.

An unboxing video helps us verify and process claims significantly faster.

However, where an unboxing video is unavailable, you should still contact our support team within the applicable claim period. We may request additional photographs, documents, courier information, or other evidence before making a decision.

Submission of evidence does not automatically guarantee approval.

5. CONDITION OF RETURNED PRODUCTS

Except where the condition of the product itself forms part of the complaint, returned products should, wherever reasonably possible, be:

• Unworn
• Unused
• Unaltered
• Returned with the original Divayra packaging
• Returned with tags/inserts supplied with the order
• Returned with the warranty card, where one was provided

Please do not intentionally damage, modify, repair or alter the product before sending it to us for inspection.

6. CASES NOT ELIGIBLE FOR STANDARD REPLACEMENT

A claim may not be eligible where our inspection reasonably determines that the issue resulted from:

• Accidental damage after delivery
• Improper use
• Intentional damage
• Excessive stretching, pulling or bending
• Improper storage
• Exposure to harsh chemicals or cleaning agents
• Physical damage caused after delivery
• Damage caused by misuse or unauthorized repair
• Normal wear and tear that does not constitute a manufacturing defect

This section does not exclude any rights or remedies that cannot legally be excluded.

7. RETURN PICKUP & RETURN SHIPPING

If your 5-Day Replacement claim is approved because Divayra sent a:

• Wrong product
• Damaged product
• Defective product
• Materially not-as-described product

we will normally arrange return pickup through one of our courier partners where reverse-pickup service is available.

Return Pickup Cost

For approved claims caused by an error or defect attributable to Divayra, the customer will not be charged for the standard return pickup arranged by Divayra.

Pickup Not Available

Some PIN codes may not support reverse pickup.

In such cases, please contact Divayra Support before shipping the product yourself.

Our team will provide the appropriate return instructions.

For an approved wrong/damaged/defective/not-as-described claim, Divayra will bear reasonable standard return shipping costs in accordance with the return instructions provided by our support team.

Do not send any product to our facility without first receiving return approval from Divayra.

8. INSPECTION PROCESS

Once the returned product reaches our facility, our team will inspect:

• The returned product
• Order information
• Product condition
• Photographs/video submitted with the claim
• Packaging and supporting evidence
• The nature and cause of the reported issue

We normally aim to complete inspection within 3–5 business days after receiving the returned product.

After inspection, we will inform you whether the claim has been approved or rejected and explain the applicable resolution.

If you have not received an update within 15 business days after your return was picked up, please contact our support team.

9. RESOLUTION OF APPROVED 5-DAY CLAIMS

For an approved wrong, damaged, defective or materially not-as-described product claim, Divayra will generally attempt to provide a replacement of the same product first.

If the same product is unavailable, depending on the circumstances, you may be offered:

• An appropriate alternative product;
• Store credit; or
• A refund of the eligible amount.

Where applicable consumer law requires a particular remedy, that remedy will take precedence over this policy.

10. REFUNDS

Divayra does not ordinarily provide cash refunds for simple change of mind requests because such requests are not covered by our standard return policy.

However, refunds may be provided for eligible circumstances including, where applicable:

• Wrong product received
• Damaged product received
• Defective product received
• Materially not as described product
• Order that cannot be fulfilled
• Eligible courier/delivery failure
• Other circumstances where a refund is required under applicable law

Refunds for Prepaid Orders

Where a refund is approved, it will normally be initiated to the original payment method.

Divayra generally processes approved refunds within 4-5 business days.

Your bank, card issuer, UPI provider or payment gateway may require additional time to reflect the amount in your account.

Refunds for COD Orders

Where an eligible COD order qualifies for a cash refund, we may request:

• UPI details; or
• Bank account details

to process the approved refund.

Customers are responsible for providing accurate payment information.

11. STORE CREDIT

Where applicable and accepted as the resolution, Divayra may issue store credit through:

• Divayra Wallet
• Digital gift card
• Store credit code
• Another equivalent Divayra credit mechanism

The applicable validity and usage conditions will be communicated when the credit is issued.

Store credit will not be used to replace a refund where the customer is legally entitled to receive a monetary refund.

12. PARTIAL PREPAID CASH ON DELIVERY ORDERS

Some Cash on Delivery orders may require a small advance payment to confirm the order.

The remaining amount is collected at delivery.

Successful Delivery

The advance payment forms part of the total order value and will be adjusted against the final payable amount.

Customer Refusal / Customer Unavailability

If a confirmed Partial Prepaid COD order is returned to us because:

• The customer refuses delivery;
• The customer repeatedly remains unavailable;
• Incorrect or incomplete delivery information was provided by the customer; or
• Delivery cannot be completed for reasons reasonably attributable to the customer,

the partial prepaid amount will ordinarily not be refunded as cash.

Instead, the eligible advance amount may be provided as Divayra store credit for a future order.

Courier or Divayra Failure

If the order is returned because of a verified courier-service failure or another issue not attributable to the customer, Divayra may arrange:

• Re dispatch;
• Store credit; or
• Refund,

depending on the circumstances and customer preference where applicable.

13. PREPAID ORDER DELIVERY FAILURE / RTO

If a fully prepaid order becomes RTO because of:

• Customer refusal
• Repeated customer unavailability
• Incorrect address entered by the customer
• Failure to respond to reasonable delivery attempts

applicable forward and return shipping charges actually incurred may be deducted before the remaining eligible amount is refunded or credited.

Where deductions apply, they will be based on the actual shipment circumstances.

If an order fails to be delivered because of a verified courier or Divayra-related issue not attributable to the customer, we will provide an appropriate resolution, which may include re-dispatch or an eligible refund.

14. COD PAYMENT SAFETY

Customers should pay only the official COD amount shown for their order.

Please verify the amount before making payment to the courier delivery representative.

If a delivery representative asks you to pay an amount that does not match your official order amount, please contact Divayra Support before paying.

If a customer voluntarily pays an amount above the official COD amount directly to a delivery representative, Divayra may require documentary evidence before investigating the matter.

15. 6 – MONTH COLOR WARRANTY

We stand behind the quality and durability of eligible Divayra jewelry.

Eligible products are protected by our 6-Month Color Warranty, subject to the conditions below.

Warranty Period

The warranty is valid for 6 months from the date of delivery of the eligible product.

What the Warranty Covers

The warranty covers significant and abnormal colour fading of the plated finish during normal use, subject to inspection and the exclusions below.

Divayra jewelry is designed to be water-resistant and anti-tarnish.

Water resistance does not mean that jewelry is permanently immune to the effects of all liquids, chemicals, environments or usage conditions.

16. WHAT THE COLOR WARRANTY DOES NOT COVER

The Color Warranty does not ordinarily cover:

• Physical breakage
• Broken chains caused by pulling or accidental damage
• Bent products
• Scratches
• Dents
• Missing stones caused by impact or improper handling
• Snapped clasps caused by external force
• Intentional damage
• Unauthorized repair
• Damage from harsh chemicals
• Damage caused by cleaning agents
• Damage from prolonged exposure to perfumes or cosmetic chemicals
• Damage resulting from improper storage
• Damage caused by misuse
• Ordinary physical wear unrelated to abnormal colour fading

Claims will be assessed based on the product and available evidence.

17. WATER RESISTANT JEWELRY CARE

Although eligible Divayra jewelry is designed to resist everyday moisture and normal wear, proper care will help preserve its finish for longer.

We recommend avoiding prolonged or repeated exposure to:

• Chlorinated swimming-pool water
• Harsh chemicals
• Cleaning products
• Strong perfumes
• Bleach
• Abrasive substances

The terms “water-resistant” and “anti-tarnish” should not be interpreted as meaning that the jewelry can never experience normal wear or deterioration under any condition.

18. HOW TO MAKE A COLOR WARRANTY CLAIM

To begin a warranty claim, contact Divayra Support and provide:

• Order number
• Clear photographs of the product
• Description of the issue
• Any additional information requested by our support team

Please retain your:

• Original Divayra box
• Warranty card
• Order information

as these may be requested during verification.

Where the original box or warranty card is unavailable but the purchase can otherwise be independently verified through Divayra’s records, please contact our support team. We will assess the available evidence before deciding whether the claim can proceed.

19. RETURNING A PRODUCT UNDER COLOR WARRANTY

After a warranty claim receives preliminary approval, the product may need to be returned to Divayra for physical inspection.

Unless otherwise stated by Divayra:

Customer Return Shipping

The customer is responsible for self-shipping the product to the return address provided by Divayra for a standard Color Warranty claim.

Do not send the product before receiving authorization and return instructions.

Replacement Dispatch Fee

For an approved Color Warranty replacement, a ₹100 shipping and handling charge is payable before the replacement is dispatched.

Cash on Delivery is not available for warranty replacement dispatches.

Important

The ₹100 warranty replacement handling fee does not apply to an eligible 5-Day Replacement claim involving a product that arrived wrong, damaged, defective or materially not as described.

20. COLOR WARRANTY RESOLUTION

If the Color Warranty claim is approved, Divayra will normally offer a one-time replacement of the eligible product, subject to availability.

A warranty replacement itself does not restart a new 6-month warranty period unless specifically stated otherwise.

If the same product is unavailable, Divayra may discuss an appropriate alternative resolution with you.

Where required under applicable consumer law, statutory remedies will remain available.

21. DIVAYRA LOYALTY CREDIT – 50% VALUE BACK OPTION

For certain approved Color Warranty claims, Divayra may offer a 50% Loyalty Credit option as an alternative to replacement, where appropriate.

This may be useful where:

• The customer prefers to keep the existing product rather than return it;
• An agreed replacement option is unavailable; or
• Both Divayra and the customer agree that Loyalty Credit is the preferred resolution.

The customer will be informed of the available options before accepting Loyalty Credit.

Credit Value

The Loyalty Credit will be equal to 50% of the amount actually paid for the affected item.

Discounts or promotional reductions originally applied to the product will therefore be reflected in the credit calculation.

Minimum Order Value

The Loyalty Credit may be used on a future order with a minimum cart value of:

₹899

Validity

The Loyalty Credit will remain valid for:

60 days from the date of issue.

Non-Stackable

The Loyalty Credit cannot normally be combined with:

• Other coupon codes
• Affiliate discount codes
• Promotional discount codes
• Other offers where combination is specifically restricted

One-Time Use

The Loyalty Credit can be used for one transaction only.

Any unused balance remaining after that transaction will expire and cannot be carried forward.

Non-Cash Benefit

Divayra Loyalty Credit:

• Cannot be withdrawn as cash;
• Cannot be transferred to another customer; and
• Cannot be exchanged for cash.

Acceptance of Loyalty Credit as an alternative warranty resolution does not limit any statutory consumer right that cannot legally be waived.

22. SALE & CLEARANCE PRODUCTS

Sale, promotional and clearance items are generally not eligible for change-of-mind returns solely because the customer no longer wants the product.

However, a sale or discounted product may still qualify for support if it is:

• Wrong
• Damaged
• Defective
• Materially not as described

or where another remedy is required under applicable law.

23. GIFT CARDS

Gift cards and store credits are generally:

• Non-refundable
• Non-transferable
• Not redeemable for cash

except where otherwise required by applicable law.

24. HOW TO START A RETURN OR REPLACEMENT

Step 1 – Contact Us

Contact Divayra within the applicable claim period.

Email: support@divayra.com

WhatsApp: +91 8777491131

For a standard replacement request, contact us within 5 days of delivery.

Step 2 – Provide Your Details

Please provide:

• Order number
• Customer name
• Registered email or phone number
• Description of the problem
• Clear photographs
• Unboxing video where relevant and available

Step 3 – Initial Review

Our support team will review your request and may request additional information.

Please do not return the product until your return request has been approved.

Step 4 – Return / Pickup

If eligible:

• Divayra may arrange reverse pickup; or
• We may provide self-shipping instructions where pickup is unavailable.

Step 5 – Inspection

After the returned product reaches our facility, our team will inspect it.

Step 6 – Resolution

Once approved, we will provide the applicable:

• Replacement;
• Refund;
• Store credit;
• Loyalty Credit; or
• Other eligible resolution.

25. RETURN ADDRESS

For security and proper processing, the applicable return address will be provided by Divayra Support after your return or warranty claim has been authorized.

Please do not send parcels to any Divayra address without obtaining return approval.

Unauthorized parcels may experience processing delays.

26. CUSTOMER SUPPORT

For questions regarding your return, replacement, warranty or refund:

Email: support@divayra.com

WhatsApp: +91 8777491131

Support requests should include your order number whenever possible.

27. CONSUMER RIGHTS

This policy is intended to explain Divayra’s commercial return, replacement and warranty procedures.

Nothing in this policy is intended to restrict, waive or override any consumer rights or remedies that cannot legally be excluded under applicable Indian law.

Where a provision of this policy conflicts with a mandatory requirement of applicable consumer law, the applicable legal requirement will prevail.

28. POLICY UPDATES

Divayra may update this policy from time to time to reflect changes to:

• Our operations
• Shipping procedures
• Warranty programme
• Customer support processes
• Applicable law or regulatory requirements

The policy applicable to an order will generally be the version in effect when the order was placed, except where applicable law requires otherwise.