Welcome to ELSHIVA - Premium Jewelry Marketplace

Return & Exchange Policy

Last updated: November 2025

1. Overview

At ELSHIVA, we want you to be completely satisfied with your purchase. If you're not happy with your jewelry for any reason, we offer a comprehensive return and exchange policy to ensure your peace of mind.

2. Return Eligibility

You may return products within 7 days of delivery if:

  • The product is in its original condition
  • All original packaging, tags, and certificates are intact
  • The product has not been worn, used, or altered
  • You have the original invoice or order confirmation

Non-Returnable Items:

  • Made-to-order or customized jewelry
  • Engraved or personalized items
  • Products with broken seals or tampered packaging
  • Items marked as "Final Sale" or "Non-Returnable"
  • Products damaged due to misuse or negligence

3. How to Initiate a Return

To request a return, follow these steps:

  1. Contact Customer Support: Reach out to our customer support team through your account or our contact page
  2. Provide Details: Include your order number, product details, and reason for return
  3. Receive Authorization: Wait for return authorization and shipping instructions
  4. Package Securely: Carefully pack the item in its original packaging
  5. Ship the Item: Send the package using the provided shipping label or approved carrier

4. Return Shipping

  • Defective or Wrong Items: We provide prepaid return shipping labels and cover all costs
  • Change of Mind: Customer is responsible for return shipping costs
  • Insurance: We recommend insuring high-value items during return shipment
  • Tracking: Always use a trackable shipping method for returns

Note: You are responsible for the item until it reaches our facility. We recommend using insured shipping for valuable items.

5. Inspection and Processing

Once we receive your return:

  • Inspection: We inspect the product within 2-3 business days
  • Verification: We verify the condition, authenticity, and completeness
  • Approval: If approved, refund or exchange is initiated
  • Notification: You receive email confirmation of approval or denial

6. Refunds

Refund Timeline:

  • Refunds are processed within 5-7 business days after approval
  • Refund amount credited to original payment method
  • Bank processing may take additional 5-10 business days

Refund Amount:

  • Full product price (if defective or wrong item)
  • Product price minus original shipping costs (for change of mind)
  • Return shipping costs deducted (if applicable)

Non-Refundable Fees:

  • Original shipping charges (except for defective items)
  • Customization or engraving fees
  • Processing fees for special orders

7. Exchanges

We accept exchanges for:

  • Different size or variant of the same product
  • Defective or damaged items
  • Wrong item received

Exchange Process:

  1. Follow the return process outlined above
  2. Specify your exchange preference in the request
  3. We ship the exchange item after receiving your return
  4. Price differences (if any) will be charged or refunded

Note: Exchanges are subject to product availability. If the desired item is out of stock, we'll offer a refund or alternative product.

8. Damaged or Defective Items

If you receive a damaged or defective product:

  • Report Immediately: Contact us within 48 hours of delivery
  • Provide Evidence: Send clear photos of the damage and packaging
  • Do Not Use: Keep the item in received condition
  • Full Resolution: We offer free replacement, repair, or full refund

9. Wrong Item Received

If you receive an incorrect item:

  • Contact us within 48 hours of delivery
  • Provide your order number and photos of the received item
  • We arrange pickup or provide return shipping label
  • Correct item shipped immediately at no extra cost

10. Bulk Orders and B2B Returns

For bulk orders:

  • Returns must be authorized in advance
  • Minimum 80% of items must be in resalable condition
  • Restocking fees may apply (typically 10-15%)
  • Special terms may apply based on order value
  • Sample products sent before order are non-returnable

11. Warranty Coverage

All jewelry sold on ELSHIVA comes with a 1-year warranty against manufacturing defects:

  • Covered: Broken clasps, loose stones, defective plating
  • Not Covered: Normal wear and tear, damage from misuse, lost items
  • Claim Process: Contact support with photos and purchase proof
  • Resolution: Free repair or replacement for valid claims

12. Lifetime Buyback Program

For select gold and diamond jewelry:

  • Buyback value based on current market rates
  • Product must be in good condition
  • Original invoice and certification required
  • Deductions for wear and tear may apply

13. International Returns

For international orders:

  • Same return policy applies (7-day window)
  • Customer responsible for return shipping and customs
  • No refund for original international shipping
  • Currency conversion refunds based on current rates

14. Cancellations

Before Shipping:

  • Full refund if canceled within 24 hours of order
  • Contact customer support immediately

After Shipping:

  • Cannot cancel, but can refuse delivery for full refund
  • Or receive and return per standard return policy

Made-to-Order Items:

  • Cannot be canceled once production begins
  • May cancel before production starts with approval

15. Contact Information

For return requests, questions, or assistance:

  • Login to your account and go to Orders
  • Use the "Request Return" option for eligible items
  • Or contact our customer support team directly

Our support team is available to assist you throughout the return process.

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