RETURN & REPLACEMENT POLICY
At DIVYORO, we take immense pride in the craftsmanship and quality of our heritage and contemporary jewelry. Each piece undergoes a rigorous two-tier quality check before it is securely packaged and shipped to you.
Because our products are highly delicate, handcrafted, or boutique-ordered, we enforce a strict and conditional return policy. Please review our parameters below:
1. Eligible Criteria for Returns or Replacements
Returns, exchanges, or replacements will only be entertained under the following conditions:
- Damaged on Arrival: The product received has visible structural breakage, missing stones, or manufacturing defects sustained during transit.
- Incorrect Item Delivered: The product received is completely different from the item variant, design, or SKU that you ordered.
We do not accept returns or exchanges for reasons involving personal taste, change of mind, incorrect sizing selected by the buyer, or normal wear and tear.
2. The Mandatory Unboxing Video Requirement (No Exceptions)
To protect our artisans and verify the authenticity of transit damages, all claims must be accompanied by a clear, unedited product unboxing/opening video.
⚠️ Critical Requirement: The video must start before the outer shipping courier package or tamper-evident bag is opened. It must clearly display the shipping label, show the continuous opening of the box, and highlight the defect or incorrect product in a single, unedited shot.
If an unbroken, unedited opening video is not provided, the claim will be automatically rejected, and no return, refund, or replacement will be issued under any circumstances.
3. Timeline to Raise a Claim
You must report the damage or incorrect delivery within 48 hours of the delivery time stamped by our logistics partner.
- To file a claim, email us at divyoro2026@gmail.com with your Order ID, a brief description of the issue, and the mandatory opening video attached.
4. Return Shipping Fee Responsibilities
Once your video is evaluated and our quality compliance team approves your return/replacement request:
- The customer is entirely responsible for arranging and paying for the return shipping charges to send the package back to our fulfillment center in Odisha, India.
- We highly recommend using a trackable shipping service or purchasing shipping insurance. DIVYORO cannot guarantee that we will receive your returned item and is not liable for packages lost in transit during return shipping.
5. Condition of the Returned Item
Approved returns must be dispatched back to us in their original packaging, including the velvet brand boxes, protective bubble wraps, certificates of authenticity, and any promotional freebies or invoices that arrived with the package. The item must be completely unworn and unaltered.