Customer Policies

Before you consider buying any products from Vai Ra, please go through our policies:

15 Days Return

  • You get a full refund on a product within 15 days of delivery, after we retain Rs 1000/- towards return shipping and processing. 
  • The return policy is only appicable to products that were ready to be shipped out when purchased.
  • Refund or return policy is not applicable on products that have been engraved or personalized or customised.
  • To be eligible for a refund, the products should be returned in the original box with all the certificates and tags intact
  • Products without the original tags, or products that were worn are not eligible for refund
  • When reaching out regarding 15 days return, please make sure it is the client who purchased the piece, as the warranty is non-transferable.
  • We are not responsible for any damages created or caused by another artisan outside of Vai Ra. Our warranty also does not cover any piece that has been recklessly worn or purposely damaged.
  • Please note that if you file a claim on your order, your warranty and at-cost repairs option is null and void. Treat your pieces with the same love and care it took to make them. Please note that we reserve the right to null the warranty at any time if we deem our products, team or company being mistreated. As always, feel free to contact us with any questions.
  • You need to send us the product at your own expense.
  • Make sure the certificate is added to the product.
  • Once we receive the product, your product will go through a quality check. Please note that Vai Ra reserve the right to reject a refund request at any time if we deem our products is damaged, scratched or worn off.
  • Once it passes the quality check we will issue the refund. A refund statement will be provided by the team. This will take approximately 20 business days.
  • The refund will take an additional 7 business days to show in your system.
  • Make sure the certificate is added to the product in the same Vai Ra metal box. Failing to provide the certificate will result in paying for the certificate: Rs 800 for CBS, GBS, Imagem, IGLA report and Rs 1500 for SGL certificate. 
  • Refunds will be done through bank transfers only, and to the same account from which the original purchase was made.
  • Please apply for 30-day return request through this form.
  • We will arrange a pickup through our courier partner.
  • Request for Buyback or Exchange through this form.
  • No returns, refunds or exchanges are possible for international orders

Lifetime Warranty - Exchange:

Moissanites and lab-grown diamonds are made for daily wear that can be worn for a lifetime. This is why we give you a lifetime warranty on our products. The metals that the jewellery is made are also made to be worn on a day-to-day basis. 

Exchange: 

  • You get 100% on the prevailing value of metal, and 80% on lab-diamond/moissanite, should you want to sell the product(jewellery/loose stone) back to us.
  • The maximum exchage value for diamonds is Rs 1,00,000/-
  • Making Charges is not refunded and making charges on new products will be applicable. Do note that, any discount applied on the first order will not be applicable on the exchanged one as discounts are product, season and sale-specific
  • No exchanges of colored gemstones such as Ruby, Emerald, Sapphire, etc.
  •  A product can be exchanged only once. For example, if you purchased a product and exchanged it for another, you cannot exchange it again for any other product. However, there will be no change in the other exchange terms. You will still enjoy 100% of the metal's market value and lab-diamond/moissanite's 80% value.
  • Only one exchange is possible every six months. For example, if you have purchased a product in January and another one in March, you can only exchange one product till June and the next exchange can be done again in December
  • No discounts will be applied for exchange orders since the discount is applicable only on the original order
  • Shipping and freight insurance charges up to Rs 2000 are charged for the pickup and new product delivery for all the exchange shipments after the 1st exchange.
  • When reaching out regarding the warranty, please make sure it is the customer who purchased the piece, as the warranty is non-transferable.
  • We are not responsible for any damages created or caused by another artisan outside of Vai Ra.
  • Our warranty also does not cover any piece that has been recklessly worn or purposely damaged.
  • Please note that if you file a claim on your order, your warranty and at-cost repairs option is null and void. Treat your pieces with the same love and care it took to make them. Please note, reserve the right to null the warranty at any time if we deem our products, team or company is being mistreated. As always, feel free to contact us with any questions.
  • When selling the product back to us, the making charges will be deducted.
  • You need to send us the product at your own expense.
  • Make sure the certificate is added to the product in the same Vai Ra metal box. Failing to provide the certificate will result in paying for the certificate: Rs 800 for the CBS, GBS, Imagem, and IGLA report and Rs 1500 for SGL certificate. 
  • Once we receive the product, your product will go through a quality check. Please note that Vai Ra reserve the right to reject a refund request at any time if we deem our products is damaged, scratched or worn off.
  • Once it passes the quality check we will issue the refund. A refund statement will be provided by the team. This will take approximately 20 business days.
  • The refund will take an additional 7 business days to show in your system.
  • Refunds will be done through bank transfers only.
  • For Exchanges, after the quality check is approved, no refund will be issued, but a discount coupon will be issued, which can be used to buy the next product.
  • Request for Buyback or Exchange through this form.
  • No returns, refunds or exchanges possible for international orders


    Repair | Resize | Repolish request:

    • Vai Ra provides one complimentary repair facility. If you lose any of your moissanite sidestones (carat weight less than 0.10Ct), they will be repaired at no additional cost. Lab-diamonds are charged at the actuals.
    • Post the first repair, any further repair will be borne by the customer considering the carat weight and the current market price of the lab diamonds/moissanites.
    • For your first repair request, your product will be picked up by our courier partner. However, for the next requests, you need to send your product at your own expense. We can arrange the pickup of the products that need to be remade/repaired/resized, and the shipping charges and subsequent freight insurance charges will be added to the order
    • For resize requests, your product will be picked up by our courier partner. The resize of the product will take 10 business days. Please make sure you send us the ring sizer photo in our phone number. All pickups after the first complimentary one will have additional shipping charges and subsequent freight insurance charges.
    • You can request rhodium re-polishing for your ring. This is done without any extra pay. However, you need to send us the product at your own expense. We will send back the product to you in 7 working days. We can arrange the pickup of the products that need to be repolished, and the shipping charges and subsequent freight insurance charges will be added to the order
    • You can request to clean your ring. This is done without any extra pay. However, you need to send us the product at your own expense. We will send back the product to you in 7 working days. We can arrange the pickup of the products that need to be cleaned, and the shipping charges and subsequent freight insurance charges will be added to the order
    • Request for Repair/Resize/Repolish through this form.
    • No returns or exchanges for international orders, and coloured gemstones such as Emerald, Ruby, Sapphire, etc
    • We do not offer repair, resize are repolish services to international orders at the moment

    Order Cancellation, COD, Custom Design:

    • Once your order is placed, it cannot be canceled. Please make sure you are very sure before placing the order.
    • Once the order is made, the customer who refuses to pay the rest of the amount or accept the products (for any reason), has an additional 30 days to make the payment. After 30 days he/she loses authority over the hold of the product. And the advance paid is not refundable. Further Vai Ra will not accept any orders in the future who default payment. 
    • A COD (Cash On Delivery) needs to be confirmed through a prepayment. An order of amount up to Rs 50k needs a prepayment of 20% of the order amount. For example, for an order of Rs 30k, you need to prepay Rs6000 on the day of the order and rest during delivery. For an order amount of more than Rs50k, you need a prepayment of an additional amount after deduction of Rs 50000. For example, for an order of Rs 60000, you pay Rs 10000 on the day of the order and the rest during delivery.
    • For Custom Orders: You need to make a deposit of 20% of the quoted value, approve the design made in software, and the rest when it is ready to be shipped. 
    • No cancellations are possible for international orders once shipped out
    • COD (Cash on Delivery) is not available for international orders.

    Please Note:

    • For the 30-day Exchange/Return policy, if the product is purchased at a discounted price under any promotion, then Vai Ra will only refund the discounted price as per the invoice
    • Any engraved or personalized jewellery is not eligible for a refund.
    • No return, exchange, or buyback for colored gemstones such as Emerald, Ruby, Sapphire, etc
    • All our products are made to order, which means we make the product only once the order is placed. We do not charge you stocking fees.
    • We do not offer repair, resize are repolish services to international orders at the moment
    • No returns, refunds or exchanges are possible for international orders

     

    - This policy is updated on 1st January 2024. Version 4.1.