Return & Exchange Policy

We're here to make it right — contact us anytime. 
Every piece we send leaves our workshop with careful quality inspection. We stand behind our craft. If something goes wrong on our end we will make it right.

When you are eligible for a remedy

• You received a product that is damaged or defective — visible damage, broken components, manufacturing defects.
• You received a product that is significantly different from what was listed — wrong design, wrong metal, wrong item entirely.

You are not eligible for a remedy in the following situations:

• The product looks slightly different from the website photograph due to natural variations in handcrafted pieces — every karigar-made piece has slight individual characteristics that are a feature of handcraft not a defect.
• There is color difference in your opinion between listed and received jewelry particularly stones. Actual product colors and finishes may vary due to lighting, screen settings, or natural material variations.
• You changed your mind after receiving the product.
• You ordered the wrong size or variation — please check listings carefully before purchasing.
• The product shows wear from use after delivery.

However in above cases, based completely on our discretion, you can request exchange of your order, within 7 days, to something else of same or higher value, paying the difference in value and shipping charges. This can only be done once for an order and not possible to do again for the parcel shipped as exchange. This is not applicable to any item in a sale. All sales item are final orders.

How remedies work

A. EXCHANGE & STORE CREDIT

Step 1 — Contact us within 7 days of delivery.

WhatsApp us at +91-9062982656 or email hello@vellismith.com with your order number and clear videos & photographs of the issue. Claims raised after 7 days of delivery will not be entertained.

Step 2 — We assess your claim within 4 working days.

We will review your video & photographs and confirm whether your claim is eligible.

Step 3 — We offer a remedy.

For all valid claims our primary remedy is an exchange for the same or equivalent product or a store credit valid for 6 months. This is our preferred resolution and covers the vast majority of situations.

B. RETURN & CASH REFUND

Step 1 — Contact us within 12 hours of delivery.

WhatsApp us at +91-9062982656 or email hello@vellismith.com with your order number and clear videos & photographs of the issue. Claims raised after 12 hours of delivery will not be entertained. If you're not at location of delivery then please ask someone else to check on your behalf.

Returns applicable only if the end user receive incorrect product / damaged product during transit. The same should be brought to our notice within 12 hours of the delivery along with an UNPACKING VIDEO if its being returned for transit damage, STRICTLY, WE DO NOT ACCEPT RETURN & REFUND CLAIM WITHOUT COMPLETE UNCUT UNPACKING VIDEO. You may send pictures & videos to hello@vellismith.com within 12 hours upon receiving, anything beyond 12 hours the product is not eligible for returns. If you are out of town or for any reason, kindly ask someone on behalf of you to do the same upon receiving the shipment. 

PLEASE MAKE A NOTE, ALL THE RETURNS & REFUNDS REQUEST TO BE SENT ONLY TO EMAIL. WHATSAPP MESSAGES ARE NOT CONSIDERED.

Step 2 — We assess your claim within 4 working days.

We will review your video & photographs and confirm whether your claim is eligible.

Step 3 — Refund to original payment method.

If you do not wish to accept an exchange or store credit and request a refund to your original payment method we will process it within 7 business days of receiving and verifying the returned product. We process this remedy for valid claims on request — it is not automatic.

Items must be:

• Unused, unworn, and undamaged — with no tags removed.
• In original packaging with all tags, barcodes, and certificates intact.
• Free of any wear, alteration, or mishandling.
• Provide clear photos or video of the item when raising your request.

Not a Defect — Handcrafted Nature

The following are inherent characteristics of handcrafted silver jewellery and are not considered defects:

• Minor finish or texture variations between pieces.
• Natural stone or enamel irregularities.
• Colour shifts due to different lighting or screen settings.
• Silver's natural patina or oxidation over time.

Considered a Defect

Provide clear photos or video immediately on arrival for any of the following:

• Item broken or structurally damaged on arrival.
• Severe transit damage affecting wearability.
• Wrong item received — does not match the order.

Shipping on Returns & Failed Pickups

Return shipping charges are borne by the customer. If a scheduled pickup is missed, any subsequent pickup request will be chargeable — no exceptions.

International orders

Though we do secure packing, overseas shipments will go through stringent customs checking in which the parcel will be opened and sealed again, in rare cases, there are chances of damages. You might need to take a local jeweler's help to fix the same. We do not provide exchange or replacement or refund in this case. However, if you still want to get replacement, you need to send the product in original packing at your own expenses within 7 working days to us. 

Cancellations

Orders can be cancelled within 12 hours of placement provided they have not yet been processed. WhatsApp us immediately at +91-9062982656 if you need to cancel. We will confirm cancellation and process a full refund within 7 business days.
Once an order has been sent into processing, it cannot be cancelled. This applies to all tiers — Craft, Trendz, and Bazar. 

If you still want to cancel an order, you can opt either to exchange of products for the value placed or as a discount coupon / credit note which is valid for 30 days. REFUNDS WILL NOT BE ISSUED. 

Cancellation of Duplicate Order : (same order placed twice)

If in case of duplicate order, if the payment has been through twice, the cancellation will be considered and the refund will be initiated the way you have paid. Refund may take 7 working days to reflect in your account. In this case, email to hello@vellismith.com. Please make a note that if there is any payment gateway charges occurred the same will be deducted and then refunded. If the order has been shipped out already then shipping and return charges wil be deducted while refunding. Hence, in case of duplicate orders kindly bring it to our notice with immediate effect.

Non-Returnable Items

The following cannot be returned under any circumstances:

• Products that have been worn, used, or altered after delivery..
• Products without original packaging where packaging was part of the described product.
• Piercing jewelry — nosepins, septum rings, belly piercings, and other body piercing items — for hygiene reasons, unless defective or wrong item received.
• Final sale, clearance, or promotional pieces.
• Custom-made pieces produced to your specific design brief or specifications — these are made exclusively for you, pre-order, or personalised items.