Refund Policy

RETURNS & REFUNDS POLICY

At SOUVICHA, we strive to provide you with high-quality, Anti-Tarnish Stainless Steel jewellery. Since each piece is carefully inspected before dispatch, we have established the following policy to ensure a fair and transparent experience for all our customers.

1. 48-Hour Reporting Window

If you receive a product that is damaged, defective, or incorrect, you must report the issue to us within 48 hours of delivery.

Reporting Window Please email us at souvicha.official@gmail.com with your Order ID and unboxing video. For urgent queries, you may WhatsApp us at +91-9319299301 (Text only, 10 AM - 6 PM).

2. Mandatory Unboxing Video

To protect against transit-related damage or missing items, a clear, unedited unboxing video is mandatory.

The video must show the unopened courier seal being broken and a continuous shot of the product being inspected.
Without a valid unboxing video, SOUVICHA reserves the right to reject any claims for damage or missing items.

3. Change of Mind (Exchange Policy)

We want you to love your SOUVICHA jewellery. If you are unhappy with the style or fit of a returnable item:

We offer a 7-Day Exchange Window from the date of delivery.
No Cash Refunds: We do not provide bank refunds for "Change of Mind." Instead, we will issue a Store Credit/Coupon Code of the same value (valid for 1 year) or an exchange for another design.
Shipping Cost: For exchanges based on personal preference, the customer is responsible for shipping the item back to our Gurgaon office in its original, unused condition with all packaging intact.

4. Non-Returnable & Final Sale Items

For hygiene reasons and due to the nature of certain products, the following are strictly non-returnable and non-exchangeable (unless delivered damaged):

Hygiene Items: All Earrings, Nose Pins, Nose Rings, and Septum Rings.
Personalized Items: Any jewellery featuring custom name-carvings, engravings, or bespoke design modifications.
Sale Items: Products purchased during a "Clearance," "Final Sale," or as part of a "Free Gift" promotion.

5. Store Credit & Refunds

Default Resolution: For any approved returns of damaged or incorrect items, SOUVICHA provides a Store Credit/Voucher of the equivalent amount. This credit is valid for 6 months from the date of issue and can be used sitewide.
Accounting Policy: Please note that all store credits are issued to be utilized within the current or upcoming fashion season to ensure you receive our newest designs.
Bank Refunds: Bank refunds are only processed at the sole discretion of SOUVICHA management in exceptional cases where a replacement or suitable alternative is unavailable.

Order Cancellations
- Standard Dispatch Workflow: To ensure timely delivery, we begin processing and preparing all pending orders for dispatch daily at 12:00 PM.
- Cancellation Window:
  - Morning Orders: Orders placed before 12:00 PM must be cancelled by 11:00 AM the same day.
  - Afternoon/Evening Orders: Orders placed after 12:00 PM can be cancelled anytime before Midnight (12:00 AM) of the same day.
- How to Cancel: To maintain an official record for accounting and audit purposes, all cancellation requests must be sent via email to souvicha.official@gmail.com with the subject line: CANCELLATION - [Your Order ID].
- Late Cancellations & Refused Deliveries: If an order is cancelled after the specified cut-off timings or refused at the time of delivery, the shipping charges incurred by SOUVICHA will be deducted from any applicable store credit.
- Dispatch Cut-off: Once an order has been handed over to our shipping partner (Shiprocket), it is considered "In Transit" and cannot be cancelled or modified.

6. Warranty Claims

Once the initial 7-day return window has passed, your purchase is still protected by our 1-Year Colour Warranty and Lifetime Anti-Rust Warranty as detailed in our Terms & Conditions. Warranty claims cover manufacturing defects in the PVD coating and do not qualify for a cash refund, but rather a one-time replacement.

7. Contact Us

For any queries regarding returns, please reach out to our support team: SOUVICHA (The Ikonic) B41, New Town Heights, Sector 86, Gurgaon, Haryana - 122004 Customer Support: +91-9319299301 Email: souvicha.official@gmail.com