At Denoarajewels, we check every product multiple times for damage or defects before dispatching. We accept replacements only if the product is damaged during transit or if a wrong item was delivered.

Please read our strict policy below before raising a claim.

1. Mandatory 360° Unboxing Video

To claim a replacement for damage or missing items, a 360° Parcel Opening Video is MUST. Without this video, no complaints will be entertained.

Video Guidelines:

• Show All Sides: You must clearly show all 4 sides of the package and the address label before opening the seal.
• No Cuts or Edits: The video must be continuous from the moment you lift the package until the product is taken out and inspected.
• Warning: Please do not make fake opening videos (e.g., resealing a package and opening it again). We can detect tampered packaging, and fake claims will be rejected immediately.

2. What is Covered?

• Major Damage: We will replace items that arrive crushed or broken.
• Wrong Item: If you received a product different from what you ordered.

3. What is NOT Covered?

• Minor Fixable Issues: As per our T&C, stone falling or small bends are not considered damage and will not be replaced.
• Dislike of Product: We do not offer returns if you simply do not like the design or weight of the product.
• No Video: Claims without the mandatory unboxing video.

4. Replacement Process

• Notify Us: Send the unboxing video and your order details to info@denorajewels.com within 24 hours of receiving the order. We will not process requests received after this time window.
• Return Shipping: If your return is approved, you must send the product back to our address. The courier charges for the return need to be borne by the customer.
• Replacement: Once we receive the damaged product, we will inspect it. If valid, we will dispatch a replacement of the same product.
• Refunds: We generally do not offer monetary refunds. A refund is only issued if the specific product is out of stock and cannot be replaced.