Refund, Replacement and Cancellation Policy

Last updated: July 25, 2026

This Refund, Replacement and Cancellation Policy applies to purchases made from Kyza Jewels Private Limited, operating under the trade name Kyza Jewellery (“Kyza”, “we”, “us” or “our”).

Returns and Change of Mind

Most Kyza jewellery is handcrafted and made to order according to the specifications selected or confirmed by the customer. For this reason, we do not accept returns, exchanges or cancellations due to:

• change of mind;
• personal preference;
• incorrect ring size supplied or confirmed by the customer;
• dislike of a design, finish or stone size that was previously selected or approved;
• minor variations arising from handmade production;
• natural tarnishing of sterling silver;
• gradual fading of plating or surface finish; or
• failure to follow the recommended jewellery-care instructions.

Customers are requested to carefully review all product details, measurements, ring sizes, materials, finishes, stone selections, engraving details and delivery timelines before placing an order.

Nothing in this policy limits any mandatory right or remedy available to a customer under applicable consumer law.

Eligible Replacement or Exchange Requests

A replacement, repair, exchange or other appropriate remedy may be considered where:

• an incorrect product was delivered;
• the product was defective when delivered;
• the product was materially different from the confirmed order specifications; or
• the parcel or product was damaged during transit.

The appropriate remedy will depend on the nature of the issue, product availability, repair feasibility and applicable law.

Where a genuine issue is confirmed, Kyza may offer one or more of the following:

• repair;
• replacement;
• exchange;
• store credit; or
• refund, where repair or replacement is not reasonably possible or where otherwise required by applicable law.

Reporting an Issue

Any concern regarding an incorrect, defective or transit-damaged product must be reported within 24 hours of confirmed delivery.

Please email:

admin@kyzaindia.com

Your email should include:

• order number;
• customer name and registered contact details;
• a clear description of the issue;
• photographs showing the product and packaging; and
• a complete, continuous unboxing video, where available.

The unboxing video should begin before the parcel is opened and should clearly show:

• the shipping label;
• the sealed outer packaging;
• the opening of the parcel;
• the jewellery packaging; and
• the product and reported concern.

An unboxing video helps us assess transit damage, incorrect delivery and packaging-related concerns and may also be required when raising a claim with the courier or insurance provider.

Where an unboxing video is unavailable, we may request other reasonable supporting evidence. Each request will be assessed based on the available information and applicable law.

Requests submitted after 24 hours may be more difficult to verify, particularly for transit-related damage. However, they will be reviewed according to the nature of the concern and any rights available under applicable law.

Review and Assessment

After receiving the complaint and supporting evidence, our team may:

• review the photographs and video;
• compare the product with the confirmed order details;
• request additional information;
• arrange collection or return of the product; or
• require a physical inspection before confirming the remedy.

Customers must not return any jewellery without first receiving written return instructions from Kyza.

A replacement, repair, exchange or refund will be approved only after the concern has been assessed.

Kyza may refuse a request where:

• the product shows signs of wear, misuse or accidental damage;
• the concern arose after delivery and was not a manufacturing defect;
• the product was altered, resized or repaired by a third party;
• the customer supplied or approved an incorrect size or specification;
• the issue relates to natural tarnishing or ordinary plating wear;
• the care instructions were not followed;
• the evidence supplied is materially inconsistent or insufficient to establish the claim; or
• the request is fraudulent or otherwise ineligible under this policy.

Any refusal will remain subject to applicable consumer law.

Jewellery Care and Exclusions

Customers should follow our Jewellery Care Guide:

https://kyzaindia.com/pages/jewelry-care

Jewellery may be damaged or affected by:

• water and moisture;
• perfume, cosmetics and chemicals;
• sweat and humidity;
• rough handling or impact;
• bending or pulling;
• improper storage;
• exercise, bathing or swimming while wearing the jewellery;
• unauthorised polishing, resizing or repair; and
• normal wear and tear.

Sterling silver naturally tarnishes over time. Gold plating, rose-gold plating and rhodium finishes may also fade gradually depending on usage, skin chemistry and exposure to moisture or chemicals.

Natural tarnishing, ordinary wear and gradual fading of a surface finish are not manufacturing defects.

Repairs, repolishing, replating, resizing or stone replacement may be offered where technically possible. Charges and shipping costs may apply.

Customer-Initiated Cancellations

Orders placed through our website, WhatsApp, Instagram or another authorised sales channel are considered confirmed once payment or the agreed advance has been received.

Because most products are made to order, customer-initiated cancellations cannot ordinarily be accepted after:

• production has begun;
• materials or stones have been procured;
• a CAD or design has been approved;
• engraving or personalisation has begun; or
• the order has been packed or dispatched.

A cancellation request submitted before production begins may be reviewed at Kyza’s discretion. Any refund may be subject to deductions for payment-gateway charges, design work, materials already procured or other actual order-specific costs, where permitted by law and communicated to the customer.

Cancellations by Kyza

In rare circumstances, Kyza may cancel an order due to:

• a technical or pricing error;
• payment-verification failure;
• material or stone unavailability;
• inability to manufacture the confirmed design safely;
• suspected fraud;
• an incorrect website listing;
• system malfunction; or
• another operational or legal reason.

Where Kyza cancels an order before fulfilment, the customer will be informed using the contact details provided with the order.

Any refundable amount will be initiated to the original payment method. After initiation, the time taken for the amount to appear may depend on the payment provider, bank or card issuer.

We generally endeavour to initiate approved refunds within 3–5 business days, although the final credit timeline may be controlled by the relevant bank or payment provider.

Return Shipping

Where Kyza confirms that an incorrect, defective or transit-damaged product must be returned, we will provide return instructions.

The product must be returned:

• unused;
• with its original packaging;
• with certificates, accessories and complimentary items supplied with the order; and
• in the condition in which it was delivered, except for the reported issue.

Where the concern is confirmed to be attributable to Kyza or transit damage, reasonable return or replacement shipping will be handled according to the remedy approved by us.

Where inspection shows that the product is not defective and the concern arose from misuse, incorrect sizing or another excluded reason, shipping and service charges may apply.

Contact Us

For questions or assistance regarding this policy, contact:

Kyza Jewels Private Limited
Operating under the trade name Kyza Jewellery

Email: admin@kyzaindia.com
Call or WhatsApp: +91 74398 77985
Instagram: @kyzajewelry

Address:
3rd Floor, Turner Morrison Building
6, Lyons Range, Opposite Writers’ Building
Kolkata, West Bengal – 700001
India