Return and Exchange policy

At Kristora, every piece is crafted with care and attention to detail. We want you to be happy with your purchase, which is why we've put together a policy that's fair, clear, and transparent for both you and us.

Please Note: We do not offer cash refunds under any circumstances. All approved cases are resolved via store credit or exchange only.

What Qualifies for an Exchange or Store Credit

We accept exchange or store credit requests only in the following situations:

You received a wrong item (different from what you ordered)
Your item arrived damaged or broken due to transit
Your item has a manufacturing defect
Your order had missing parts or pieces

We do not accept requests for:

Change of mind or not liking the product
Product length or fit preferences. All length details are mentioned under the Specifications section on each product page. Please review them before placing your order.
Colour variation due to screen display differences. Slight variations are natural and are not considered a defect.
Minor irregularities inherent to handcrafted or plated jewellery
Skin sensitivity or allergic reactions

You can find product dimensions and weight under the Specifications section on each product page. If any details are missing or unclear, feel free to reach out to us before placing your order. We're always happy to help.

Timeframe

All requests must be raised within 2 days of delivery. No requests will be entertained after this window, with no exceptions.

Mandatory: Unboxing Video Required

To protect both you and us, an unboxing video is compulsory for all exchange or store credit requests.

The video must:

Show the outer package sealed and intact
Record the unboxing from start to finish without cuts or edits
Clearly show the product and any visible damage or discrepancy

Without this video, we will be unable to process your request.

How to Raise a Request

Reach out to us within 2 days of delivery through any of the following:

Email: support@kristora.in
Phone/WhatsApp: +91 6302593406

Please share your order details and unboxing video when getting in touch. Our team will review and respond within 2 business days.

If approved, a pickup will be scheduled, and a service fee of ₹150 will apply (covers pickup, re-delivery, restocking, and inspection).

Once the item passes quality check:

Exchange: Replacement dispatched within 5–10 business days
Store Credit: Issued within 24–48 hours of QC approval

Kristora reserves the right to refuse any exchange or store credit request that does not meet our policy requirements. Our decision in all such cases will be final.

Store Credit

Issued as store credit only. No cash refunds.
Valid for 3 months from the date of issue.
Cannot be combined with other discounts or promotional codes.

What Is Not Eligible

The following are strictly ineligible for exchange or store credit:

Items purchased during a sale or promotion
Items purchased using store credit
Items that are worn, used, or altered
Requests raised after 2 days of delivery
Requests without an unboxing video
Customized or personalized orders

Damages & Wear

Our jewellery is gold-plated, brass or made with premium anti-tarnish materials. With proper care, it maintains its finish beautifully. Natural wear over time is not covered under any exchange or store credit policy.

We recommend following our Jewellery Care Guide to extend the life of your pieces.

Order Cancellations

Orders are processed within a few hours of placement and cannot be cancelled once packed. Please review your cart carefully before placing an order.

Lost or Undelivered Shipments

If your prepaid order is returned to us due to an incorrect address or failed delivery, store credit will be issued after deducting ₹150 towards shipping and handling charges.

If your order is marked as "Delivered" but has not been received, please contact us within 24 hours so we can initiate a courier investigation.