UVA Gems & Jewels

1. Scope of This Policy

This policy applies to purchases made through the UVA Gems & Jewels website and, where specifically applicable, orders placed through our sales team, email, WhatsApp or other approved communication channels.

Different conditions may apply to:

• Ready-to-ship retail jewellery

• Made-to-order jewellery

• Customised jewellery

• Personalised or engraved jewellery

• Wholesale / OEM / ODM and Private-Label Orders

• Buyer-approved sample-based production

• International B2B orders

The applicable terms will depend on the nature of the order and the specifications agreed before purchase.

 

2. Domestic Retail Returns

Eligible ready-to-ship domestic retail products may be returned subject to the conditions below.

Customers should contact UVA Gems & Jewels within 3 days of delivery to request a return preferably with a video of the product.

The return request should include:

• Order number

• Customer name

• Contact details

• Reason for return

• Photographs of the product

• Photographs of the packaging where relevant

The product must generally be:

• Unworn

• Unused

• Undamaged

• In its original condition

• Returned with original packaging

• Returned with applicable tags, certificates and accessories

• Accompanied by the original invoice/order information

A return request does not automatically constitute return approval. The product may be inspected after receipt before the return, replacement or refund is confirmed.

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3. Products That May Not Be Eligible for Return

Unless required otherwise under applicable law or specifically approved by UVA Gems & Jewels, the following products may not be eligible for return or exchange:

• Customised jewellery

• Personalised jewellery

• Engraved jewellery

• Made-to-order jewellery

• Jewellery manufactured according to buyer specifications

• Products that have been resized or modified after purchase

• Products damaged through misuse or improper handling

• Products showing signs of wear

• Products without required original packaging

• Products manufactured specifically for a buyer's private-label programme

• OEM/ODM products

• Wholesale or bulk production orders

• Products made against an approved CAD, sample or specification

Specific exclusions may be communicated before order confirmation.

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4. Customised, Made-to-Order & Personalised Jewellery

Because customised jewellery is produced according to customer-specific requirements, such products generally cannot be returned merely because the customer changes their mind or no longer requires the product.

Examples include:

• Custom gemstone selection

• Custom dimensions

• Custom metal specifications

• Special finishes

• Engraving

• Logo application

• Private-label products

• Buyer-specific packaging

• Custom CAD development

• Jewellery produced against an approved sample

If a customised product has a verified manufacturing defect or materially differs from the approved specifications, the matter will be reviewed in accordance with this policy and the applicable order terms.

 

5. Damaged Products

If a product arrives damaged, customers should notify UVA Gems & Jewels within 3 days of receiving the order.

The customer should provide:

• Order number

• Clear photographs of the product

• Photographs of the outer packaging

• Photographs of any visible damage

• A short description of the issue

• Unboxing video, where available

Customers are encouraged to retain the original packaging until the matter has been resolved.

The product may need to be returned for inspection before a replacement, repair or refund is approved.

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6. Incorrect or Wrong Product

If a customer receives a product that is materially different from the product ordered, please contact us within 3 days of delivery.

Examples may include:

• Wrong product

• Wrong size where the ordered size was correctly specified

• Incorrect gemstone where a specific gemstone was confirmed

• Incorrect finish

• Incorrect quantity

• Incorrect branding

• Material deviation from approved specifications

After verification, UVA Gems & Jewels may provide an appropriate resolution, which may include replacement, correction, repair or refund, depending on the circumstances.

 

7. Manufacturing Defects

If a product is believed to have a manufacturing defect, the customer should contact us within 3 days with photographs and order details.

Examples may include:

• Manufacturing breakage

• Defective clasp or fastening

• Loose stone attributable to manufacturing

• Significant finishing defect

• Material defect

• Product materially differing from approved specifications

Normal wear and tear, accidental damage, misuse, tarnishing caused by environmental exposure and damage caused by chemicals are generally not considered manufacturing defects.

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8. Exchange Policy

Eligible ready-to-ship products may be considered for exchange subject to:

• Product availability

• Product condition

• Return eligibility

• Applicable exchange period

• Price difference, where applicable

• Shipping charges, where applicable

Customised, personalised, made-to-order, OEM, ODM and private-label products may not be eligible for exchange unless the product is defective or materially differs from the approved specifications.

 

9. Resizing

Certain jewellery products may be eligible for resizing.

Resizing depends on:

• Jewellery design

• Ring construction

• Gemstone setting

• Metal thickness

• Product dimensions

• Manufacturing feasibility

Resizing charges and shipping charges may apply.

A resized product may not be eligible for return or exchange unless the resizing itself results in a verified manufacturing issue.

Customers are encouraged to confirm the required size before placing an order.

 

10. Return Shipping Charges

For eligible change-of-mind returns, return shipping costs may be borne by the customer unless otherwise stated on the product page or agreed at the time of purchase.

Where the return is due to a verified incorrect, defective or materially non-conforming product, UVA Gems & Jewels will determine the appropriate shipping resolution in accordance with the applicable order terms and law.

 

11. International Returns

International returns may involve:

• International courier charges

• Customs procedures

• Import/export documentation

• Duties and taxes

• Insurance

• Currency conversion

• Destination-country requirements

Unless otherwise agreed, international buyers may be responsible for return-related customs duties, taxes or charges arising in the destination country.

International B2B orders may be governed primarily by the agreed purchase order, commercial terms and applicable Incoterms®.

 

12. Wholesale, OEM, ODM & Private-Label Orders

Wholesale, OEM, ODM and private-label orders are generally manufactured according to agreed specifications, purchase orders, approved samples, CAD files or technical documentation.

Such orders are therefore not treated in the same manner as standard retail purchases.

Before bulk production, buyers may be required to approve:

• Design

• CAD

• Dimensions

• Metal specifications

• Gemstones

• Finish

• Plating

• Branding

• Packaging

• Sample/prototype

Once production is approved, claims relating to non-conformity should be raised within the inspection/claim period specified in the applicable purchase order or commercial agreement.

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13. B2B Quality Claims

For B2B orders, buyers should inspect the shipment within a reasonable period after receipt and notify UVA Gems & Jewels of any material discrepancy.

Claims should include:

• Purchase order number

• Product/design reference

• Quantity affected

• Description of discrepancy

• Photographs/videos

• Inspection details where available

UVA Gems & Jewels may request samples or affected products for verification.

 

14. Refunds

Where a refund is approved, the refund will generally be processed through the original payment method or another mutually agreed method, subject to payment-provider requirements.

Refund timing may depend on:

• Internal processing

• Payment gateway

• Bank processing

• Currency conversion

• International payment systems

Applicable shipping, customs or other charges may be treated according to the circumstances of the return and the applicable order terms.

 

15. Refund for International Payments

For international orders, refunds may be affected by:

• Bank charges

• Correspondent bank fees

• Currency fluctuations

• Foreign exchange conversion

• Payment processing charges

The applicable refund amount and method will be communicated to the buyer before processing.

 

16. Inspection of Returned Products

UVA Gems & Jewels reserves the right to inspect returned products before approving a return, replacement, exchange or refund.

If a returned product does not satisfy the applicable return conditions, the return may be rejected and the product may be returned to the customer at the applicable shipping cost.

 

17. Tarnishing Is Not Automatically a Defect

Sterling silver can naturally tarnish as a result of exposure to air, moisture, perspiration, cosmetics, perfumes, chlorine and other chemicals.

Tarnishing by itself is generally not considered a manufacturing defect.

Customers should follow the Jewellery Care Guide supplied by UVA Gems & Jewels.

 

18. Jewellery Care & Damage

Returns may not be accepted for products damaged as a result of:

• Improper use

• Accidental damage

• Impact

• Exposure to chemicals

• Exposure to chlorine

• Improper cleaning

• Excessive moisture

• Unauthorised repairs

• Alteration

• Improper storage

• Normal wear and tear

 

19. How to Request a Return or Exchange

Customers may contact UVA Gems & Jewels through the official contact details provided on the website.

Please include:

Order Number:

Customer Name:

Product:
Date Received:

Reason for Request:

Photographs/Videos:

Our team will review the request and communicate the next steps.

 

20. Policy Updates

UVA Gems & Jewels may update this Returns & Exchange Policy from time to time. The version applicable to an order will generally be the version communicated or applicable at the time the order was placed, subject to applicable law.

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21. Grievance & Customer Support

For customer complaints or grievances, please contact:

UVA Gems & Jewels New Delhi,India

Email: uvaexports@uvajewels.com

Phone/WhatsApp: (+91)-9588046587

Where required by applicable law, the website should publish the prescribed grievance officer/contact information and applicable complaint-resolution mechanism.

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