Customer Policies

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

Lifetime Warranty - Buy Back Policy| Exchange:

  • Moissanite stones is made for daily wear that can be worn for lifetime. Which is why we give you the lifetime warranty of our products. 
  • The metals that the jewellery is made is also made to be worn on a day to day basis. 
  • Buyback : You get a 100% on prevailing value of metal, 50% on moissanite, should you want to sell the product(jewellery/loose stone) back to us. Making Charges is not refunded.
  • Exchange : You get a 100% on prevailing value of metal, 80% on moissanite, should you want to sell the product(jewellery/loose stone) back to us. Making Charges is not refunded and making charges on new product will be applicable.
  • When reaching out in regard to the warranty, 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, 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 CBS, GBS, Imagem, IGLA report and Rs 1500 for SGL certificate. 
  • Once we receive the product, your product will go through quality check. Please note, 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 if 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 Discount is applicable on exchange of a product that has a completely new design than the original purchase made on a discount
  • In case of returns due to a change in the design request from the customer end, there will be Rs 2000 shipping charges that cover both reverse pickup and the delivery of the new product

30 Days Return

  • You get 100% return on a product within 30 days of purchase. 
  • When reaching out regarding 30 days, 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, 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.
  • 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 quality check. Please note, 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.
  • Please apply for 30 days return request through this form.
  • We will arrange a pickup through our own courier partner.
  • Request for Buyback or Exchange through this form.

Repair | Resize | Repolish request:

  • Vai Ra provides one complimentary repair facility. If you loose any of your sidestone (carat weight less than 0.10Ct), they will be repaired at no additional cost.
  • Post the first repair, any further repair will be born by the customer considering the carat weight of Rs10k/carat. For example, if you loose one 2 mm stone (0.03 CT), you pay Rs 300 for that stone.
  • 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.
  • For resize request, 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.
  • You can request for 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.
  • You can request for cleaning your ring. This 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.
  • Request for Repair/Resize/Repolish through this form.

Order Cancellation, COD, Custom Design:

  • Once your order is placed, it cannot be cancelled. Please make sure you are very sure before placing the order.
  • A COD (Cash On Delivery) needs to be confirmed through a prepayment. An order of amount upto Rs 50k, needs a prepayment of 10% of the order amount. For example, an order of Rs 30k, you need to make a prepayment of Rs1500 on the day of order, and rest during delivery. An order amount of more Rs50k, you need a prepayment of additional amount after deduction of Rs 50000. For example, And order of Rs 60000, you pay Rs 10000 on the day of order, and rest during delivery.
  • For Customer 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. 

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 personalised jewellery is not eligible for a refund.
  • 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.

 

- This policy is updated 23rd Aug,2022. Version 3.2. Any update in policy will be informed to you over an email.