Policies

Cancellation & Refund Policy

Last updated 9 October 2026

At a glance

  • No returns, exchanges or refunds for change of mind, size, colour or preference once an order has been dispatched.
  • Damaged, defective or wrong item? Tell us within 48 hours of delivery. If we confirm the problem, you receive a full refund within 10 days, and we pay for the return shipping.
  • Cancel free of charge at any time before your order is dispatched.
  • Refunds always go back to the original payment method, with no deductions.

Why our policy is strict

Silver is sold by its weight and its purity. Every Arham piece is weighed, checked and recorded before it leaves Jodhpur, and much of it is hand-finished. A piece that has been worn or handled elsewhere cannot be sold to the next customer as new, at its stated weight and grade. That is why we do not accept returns for change of mind. In exchange, we take responsibility for everything that is our fault, as set out below.

1. Change of mind

All orders are final once dispatched. We do not accept returns, exchanges or refunds for change of mind, size, colour, preference or a gift that was not wanted. Before you order, please check the size guides, the photographs and the purity, weight and dimensions on each product page, or ask us on WhatsApp (+91 99500 49999). We are glad to help you choose.

2. Damaged, defective or wrong item: the 48-hour window

If your parcel arrives damaged, if a piece is defective, or if you receive something different from what you ordered, tell us within 48 hours of delivery. The clock starts at the delivery time recorded by the courier. You can write at any hour; your message counts from the moment you send it.

How to report

  • Write to care@arhamsilver.com or WhatsApp +91 99500 49999 with your order number.
  • Attach three clear photographs: the outer parcel with its shipping label, the whole piece, and a close-up of the damage, defect or the wrong item.
  • If you can, also send a continuous unboxing video that starts with the sealed parcel and its label. It is not required, but it makes the check faster.

What happens next

  • We acknowledge your report within 24 hours and decide within 2 working days of receiving the photographs.
  • If a return is needed, we arrange the pickup at our cost. Please keep the piece, its box and its purity card together.
  • If we confirm the problem, we refund the full amount you paid, including any shipping charge. We start the refund within 3 working days of approval, and it reaches your original payment method within 10 days of approval. If you prefer a replacement and the piece is in stock, we will send one instead.

What counts, and what does not

  • Damaged: broken, bent or crushed in transit; a tampered or opened parcel.
  • Defective: a manufacturing fault, such as a broken clasp, a loose joint, a missing stone or a purity or weight that does not match the product page and invoice.
  • Wrong item: a different design, size, purity or quantity from your order.
  • Not a defect: natural darkening of silver over time, the small variations of hand-finished work, a slight difference in colour from your screen, or wear after delivery.

Every piece’s weight, purity and (where hallmarked) HUID are recorded before dispatch and printed on your invoice. We use this record to check any claim quickly and fairly.

3. Cancellation

  • You may cancel free of charge at any time before dispatch, from My Account or by writing to us. We refund the full amount within 10 days.
  • Once an order has been dispatched it cannot be cancelled. If it then arrives damaged, defective or wrong, section 2 applies.
  • If we have to cancel your order, for example because a piece is out of stock, a price was shown in error or your PIN code cannot be served, we refund the full amount within 10 days. You will not be charged anything.
  • If your order is not delivered by the date we promised at checkout (other than for events beyond our control, such as floods or strikes), you may cancel it for a full refund.

4. Refunds

  • Approved refunds go to the original payment method: the card, UPI account, net-banking account or wallet you used. We do not deduct any fee.
  • We start every approved refund within 3 working days, and it reaches you within 10 days of approval. Your bank may take a little longer to show the credit; we will share the refund reference so you can follow it up.
  • If money was debited but no order was confirmed, the payment gateway reverses it automatically, usually within 5–7 working days. Write to us with the transaction reference if it does not arrive.

5. Exchange at our showroom

Separately from this online policy, Arham Jewellers welcomes you to bring any Arham silver piece to our showroom at 386, 1st C Road, Sardarpura, Jodhpur. There it can be exchanged against its silver value at the day’s rate, after weighing and testing in front of you, under the showroom’s terms. This is a showroom service, not a return of an online order.

6. Your statutory rights

Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. That includes your right to a remedy for goods that are defective, not as described, or delivered late. If a manufacturing fault shows itself after the 48-hour window, please still contact us; our workshop will inspect the piece.

7. Questions and complaints

Write to care@arhamsilver.com or call +91 99500 49999 (Monday to Saturday, 11 am – 7 pm IST). Complaints are handled as set out on our Grievance Redressal page.