CANCELLATION, RETURNS & STORE CREDIT POLICY

This Cancellation, Returns & Store Credit Policy (“Policy”) governs all purchases made through the official website of Rosa Vella Studio (“Rosa Vella”, “we”, “our”, “us”). By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms stated below. This Policy shall be governed and interpreted in accordance with the laws of India.

1. Order Cancellation Policy

1.1 Cancellation Before Dispatch

Customers may request cancellation of an order only before the order has been dispatched from our facility.

To request a cancellation, please contact us at:
📧 rosavellajewells@gmail.com

If the cancellation request is approved before dispatch, the full order amount will be processed as store credit within 2–3 business days. Store credit may be used for any future purchase on our website and remains valid for six (6) months from the date of issue.

Please note: Once an order has entered the packaging or dispatch stage, it can no longer be cancelled.

1.2 Cancellation After Dispatch

Once an order has been shipped, it cannot be cancelled under any circumstances. Customers may only seek a return or exchange strictly in accordance with the Return & Exchange terms mentioned below.

Original shipping charges are non-refundable.

1.3 Refusal of Delivery

Rosa Vella Studio does not offer Cash on Delivery (COD) or partial payment options. All orders must be prepaid in full at the time of checkout.

In rare cases where a shipment is refused or remains undelivered due to incorrect address details or non-availability of the recipient, the order may be returned to us. In such cases:

  • Shipping and return logistics charges will be deducted

  • Remaining value, if any, will be issued as store credit only

  • No cash or card refunds will be provided

2. Return & Exchange Policy

Given the delicate nature and hygiene standards associated with fine jewellery, Rosa Vella Studio follows a strict quality-controlled return policy.

2.1 Eligibility for Returns

Returns or exchanges are accepted only in the event that the product is received in a damaged or defective condition.

To be eligible:

  • A return request must be raised within 24 hours of delivery

  • The product must be unused, unworn, and in original condition

  • The original packaging, tags, certificates (if any), and accessories must be intact

To validate any transit damage or defect, customers are required to provide a continuous unboxing video clearly showing:

  • The sealed outer packaging

  • The shipping label visible

  • The opening of the parcel

  • The damaged or incorrect item

Still photographs or partial videos cannot be accepted as valid proof.

If the outer packaging appears tampered with or damaged at the time of delivery, we strongly advise customers not to accept the shipment.

2.2 How to Raise a Return or Exchange Request

All return or exchange requests must be sent exclusively by email to:
📧 rosavelllajewells@gmail.com

Please include:

  • Order number

  • Description of the issue

  • The complete unboxing video

Our team will respond within 72 working hours with further instructions after reviewing the request.

2.3 Non-Returnable & Non-Exchangeable Items

The following items are not eligible for return or exchange:

  • Earrings or any jewellery intended for piercing (for hygiene reasons)

  • Custom-made, engraved, or personalized jewellery

  • Items showing signs of wear, alteration, or misuse

2.4 Return Pickup & Shipping

Where applicable, we will arrange a reverse pickup. In locations where reverse logistics is unavailable, the customer may be requested to ship the product back in its original packaging.

Return shipping costs will be borne by:

  • Rosa Vella Studio — if the item is verified as defective or incorrectly shipped

  • The customer — in all other permitted cases

3. Store Credit & Refunds

Rosa Vella Studio follows a store credit–only policy. We do not offer monetary refunds under any circumstances.

3.1 Store Credit Issuance

Once the returned item is received and inspected:

  • Store credit will be issued within 5–7 business days

  • Store credit will be sent by email and linked to your registered account

  • Credits are valid for six (6) months from the date of issue

  • Credits can be used on any future purchase and are non-transferable

Original shipping charges are non-refundable unless the return is due to our error.

3.2 Exchanges

Exchanges are subject to stock availability. If the requested replacement product is unavailable, store credit will be issued instead.

4. Damaged or Defective Products

4.1 Reporting Timeline

Any damaged, missing, or defective item must be reported within 24 hours of delivery along with the mandatory unboxing video.

4.2 Resolution

Upon verification, we will offer either:

  • A replacement of the same product (subject to availability), or

  • Store credit equivalent to the product value

All verified cases will include reimbursement of applicable shipping charges.

5. Refund & Return Exceptions

We reserve the right to reject any return, exchange, or credit request if:

  • The product shows signs of wear, alteration, or tampering

  • The request is raised after the permitted timeline

  • The unboxing video or proof is missing or inconclusive

  • The request appears fraudulent or abusive

Repeated misuse of the return system may result in permanent suspension of future orders.

6. Policy Updates

Rosa Vella Studio reserves the right to revise or update this Policy at any time without prior notice. The revised version will be effective immediately upon publication on our website.

Customers are encouraged to review this Policy before placing each order.

7. Contact Information

For any questions or assistance regarding cancellations, returns, or store credits, please contact:

📧 Email: rosavellajewells@gmail.com

By placing an order with Rosa Vella Studio, you confirm that you have read and accepted this Cancellation, Returns & Store Credit Policy in full.