Refund policy

Thank you for choosing ORNA Fashion Jewellery. We value your trust and aim to ensure a fair and transparent shopping experience. Kindly review this policy carefully before placing your order.

1. RETURN ELIGIBILITY

Returns are accepted only in the following cases:

  • Broken or physically damaged product

  • Missing product in the parcel

  • Wrong item received

Refunds are not provided. Eligible claims will be resolved through replacement only.

Returns will not be accepted under any other circumstances.

2. MANDATORY UNBOXING VIDEO REQUIREMENT

To prevent fraudulent claims, an unedited, continuous unboxing video is compulsory for all return requests.

The video must clearly show:

  • The sealed package as received

  • Complete opening of the parcel

  • The product inside

  • Clear visibility of the issue

The following will lead to automatic rejection:

  • Edited, cut, paused, or trimmed videos

  • Blurry or unclear recordings

  • Hidden product portions

  • Videos starting after the package is opened

Claims submitted without proper unboxing proof cannot be processed.

3. RETURN REQUEST PROCESS

To initiate a return request, you must:

  1. Share your Order ID and registered contact number

  2. Upload at least 2 clear photos of the product

  3. Submit the complete unboxing video

  4. Email all required details to: onlineorna@gmail.com

All claims must be raised within 48 hours of delivery.

Claims raised after 48 hours may not be accepted.

4. WARRANTY POLICY (SIZE, FIT & QUALITY CONCERNS)

If you face concerns related to size or quality (not visible in unboxing), you must:

  • Report within 48 hours of delivery

  • Ship the product to our designated warehouse (shipping cost borne by customer unless approved otherwise)

Upon receipt:

  • Our team will conduct a Quality Assessment (QA)

  • Based on QA findings, the item will be repaired or replaced

Refunds are not available under warranty claims.
Only repair or replacement will be provided.

The QA decision shall be final and binding.

5. CONDITIONS FOR RETURN ACCEPTANCE

Products must:

  • Be unused

  • Be in original packaging

  • Include all original components

Returns will not be accepted for:

  • Change of mind

  • Personal preference

  • Size dissatisfaction after ordering

  • Minor color variations due to screen settings

  • Normal wear and tear

  • Damage caused by misuse

  • Skin sensitivity or allergic reactions

Replaced, repaired, or exchanged products are non-refundable.

6. PROCESSING TIME

After receiving complete documentation, please allow:

24–48 working hours for review and claim decision.

Replacement dispatch timelines may vary based on stock availability.

7. CANCELLATION POLICY

Orders cannot be cancelled once dispatched.

If cancellation is requested after shipment:

  • Only product price may be issued as store credit

  • Shipping charges, COD charges, and payment gateway charges are non-refundable

Special promotional, festive, or discounted products are not eligible for cancellation.

If a customer refuses delivery without valid reason, ORNA reserves the right to:

  • Deduct applicable charges

  • Restrict future orders

  • Deny COD facility in future

Repeated cancellation or return abuse may result in account restriction.

8. FRAUD PREVENTION & POLICY ABUSE

ORNA reserves the right to reject any claim found to be:

  • Fraudulent

  • Manipulated

  • Inconsistent with provided evidence

Any attempt to misuse return policies may result in permanent restriction from purchasing.

9. FINAL AUTHORITY

All return, replacement, warranty, and cancellation decisions are subject to internal verification.

ORNA’s decision shall be final and binding, in compliance with applicable Indian consumer laws.