Return/Refund/Exchange Policy

1. RETURN POLICY

At Orizza, we offer a 3-day return window from the date of delivery for eligible products.

This policy applies to:

  • Orizza products (Fashion Jewellery)
  • Frost by Orizza products (999 and 925 Silver)

However, customised, personalised, and made-to-order items are not eligible for return, except in cases involving defective or spurious products.

Return Eligibility

To be eligible for a return, the product must:

  • Be unworn and unused.
  • Be in its original condition.
  • Have all original tags, packaging, certificates, cards, and other items included with the order.
  • Include any complimentary items, promotional products, or free gifts received with the order.

Unboxing Video Requirement

At the time of initiating a return, it is mandatory to provide a clear unboxing video recorded at the time of opening the package, without any cuts or breaks.

The unboxing video is essential for verification and will be the primary basis for reviewing the return request.

Without a valid unboxing video, the return or refund request may be rejected.

Return Inspection & Refund

Once the returned product is received, it will be inspected by our team. Returns are approved only after successful inspection.

For approved returns, refunds are generally processed within 5–7 working days after inspection, either to the original payment method or as store credit, as applicable.

Important Notes

  • The return policy is not applicable to personalised items, except in cases involving defective or spurious products.
  • Reverse pickup typically takes 2–3 working days.
  • Refunds are processed only after checking and approving the condition of the returned item.
  • Customers are requested to provide an unboxing video without any cuts or breaks for smooth processing of return, refund, or exchange requests.
  • ORIZZA reserves the right to reject any return that does not meet the above conditions.

2. REFUND POLICY

In case a product is returned, the refund will be initiated only after the product has been received, inspected, and approved by us.

For approved returns, the refund is generally initiated within 5–7 working days after inspection, either to the original payment source/bank account or provided as store credit, as applicable.

Refund Amount

All approved refunds will be processed strictly at the purchase price, i.e., the amount mentioned on the original invoice at the time of purchase.

In case a discount was applied at the time of purchase, the refunded amount will be proportionately adjusted for the returned product.

Missing Items

If any item included in the original order is missing from the returned package, Orizza reserves the right to deduct up to the full MRP of the missing item from the refund amount.

Non-Refundable Charges

The following charges are non-refundable:

  • Shipping charges
  • Certification charges
  • Add-on gift bag charges
  • Any other applicable non-refundable charges mentioned at the time of purchase

Prepaid Order Cancellation

For prepaid orders that are successfully cancelled before dispatch, the applicable refund will be processed to the original payment source/bank account within 5–7 working days.

Please note that the time taken for the refund to reflect in the customer's account may vary depending on the bank, payment gateway, or payment method.

3. EXCHANGE POLICY

Exchanges are accepted within 3 days of delivery for eligible products.

An exchange will be initiated only if all return eligibility requirements are fulfilled.

The exchange process will begin only after the initial return has been:

  1. Picked up
  2. Delivered to us
  3. Inspected
  4. Approved by our team

Eligible Exchange Cases

Based on the customer's requirement, we offer same-product exchange/replacement for applicable products in cases where:

  • The product was damaged during transit.
  • The wrong product was received.

Replacement is subject to product availability.

Customers are requested to provide a clear unboxing video without any cuts or breaks for smooth processing of return, refund, or exchange requests.

Non-Eligible Products

The following products are not eligible for exchange:

  • Customised products
  • Personalised products
  • Sale items

unless explicitly mentioned otherwise at the time of purchase.

4. RETURN PROCESS

A return request can be initiated directly through the website by visiting the "Your Orders" page.

Alternatively, customers can reach out to our Customer Support Team for assistance.

Reverse Pickup & Serviceability

While most PIN codes are serviceable for both forward and reverse pickup, in rare cases, some PIN codes may be forward serviceable but not reverse serviceable.

In such cases, we may request the customer to return the product through an alternate courier service, such as India Post.

We will reimburse reasonable shipping costs of up to ₹70 incurred by the customer for processing such returns.

5. EMPTY PARCEL OR MISSING PRODUCT

In the unlikely event that you receive an empty parcel or a parcel with a missing product, please contact our Customer Support Team for assistance.

To process such a request, we will require a complete 360-degree unpacking video of the parcel.

The video should clearly show the package and the unpacking process.

Important

Please note that:

  • Insufficient evidence may result in the claim not being honoured.
  • Visible signs of tampering with the package may affect the outcome of the claim.
  • In such cases, the brand reserves the right to take the final decision.