Returns & Refunds

At Jewellery by Twins, we want you to shop with complete confidence. If you've changed your mind after receiving your order or the product isn't what you expected, we're here to help. Since fashion jewellery is a personal choice, we understand that preferences can change.

To make the process simple, we offer an easy return policy. Eligible returns are refunded in the form of a store credit/coupon code that can be used for future purchases.

Step 1 – Request a Return

Please email us at support@jewellerybytwins.com within 48 hours of receiving your order. Include:

• Your Order ID
• Product name(s)
• Reason for return
• Clear images of the product

Our team will review your request and respond within 1–2 business days.

Step 2 – Ship the Product

Once your return request is approved, securely pack the product in its original packaging and ship it back within 5 days of approval.

Please note:

• Return shipping charges are to be borne by the customer.
• The product must be unused, undamaged, and returned with all original packaging, tags, and accessories.
• We recommend using a reliable courier service and sharing the tracking details with us.

Returns received in damaged, used, or incomplete condition may not be eligible for store credit.

Step 3 – Store Credit Issuance

After we receive your returned package, our quality team will inspect the product. Once approved, a store credit coupon equal to the eligible refund amount (after applicable deductions, if any) will be issued within 3 business days.

Order Cancellation

Orders can be cancelled only before they are shipped from our warehouse.

• Prepaid Orders: If cancelled before dispatch, you may choose between:
  • Refund to your original payment method (5% payment gateway charges will be deducted), or
  • Full refund as a Jewellery by Twins store credit.
• Cash on Delivery (COD) Orders: Can be cancelled before dispatch without any cancellation fee.

Once an order has been shipped, it cannot be cancelled.

Refund Policy

Refund Mode

Eligible refunds are generally issued as a Jewellery by Twins Store Credit Coupon.

The coupon:

• Is valid for 12 months from the date of issue.
• Can be redeemed on future purchases.
• Cannot be exchanged for cash.

Where applicable and approved, refunds to the original payment method will be processed after deducting payment gateway charges.

Applicable Deductions

The following deductions may apply:

• ₹250 towards forward and reverse shipping if a prepaid order is not accepted and returns to our warehouse.
• 5% payment gateway charges for refunds processed to the original payment method.
• If shipping was provided free of cost, ₹125 shipping charges may be deducted while processing the refund.
• COD token amounts are non-refundable if the customer refuses delivery or the shipment returns due to customer-related reasons. Any token amount exceeding ₹250 will be issued as store credit.

Return Eligibility

Products are eligible for return only if:

• The return request is raised within 48 hours of delivery.
• The product is returned within 5 days after approval.
• The product is unused, undamaged, and in its original packaging.
• All original tags, accessories, and packaging are included.

Returns will not be accepted if:

• Products are used, damaged, altered, or missing original packaging.
• Return requests are made after the specified timelines.
• The product has been damaged due to customer handling.

Store Credit Processing

Approved store credits will be issued within 3 business days after successful inspection of the returned product.

Only one coupon code can be used per order unless otherwise specified.

Damaged or Wrong Product Received

Although every product undergoes strict quality checks before dispatch, if you receive a damaged or incorrect item, we'll resolve it as quickly as possible.

Step 1 – Report Within 48 Hours

Please record an unboxing video and take clear photographs showing the issue.

Email the details to support@jewellerybytwins.com within 48 hours of delivery along with:

• Order ID
• Images or unboxing video
• Description of the issue

Step 2 – Verification

Our team will verify the claim. If approved, we will either:

• Arrange a reverse pickup (where service is available), or
• Ask you to courier the product to us. In such cases, eligible courier charges may be reimbursed as per our policy.

Step 3 – Resolution

After inspection, we will provide one of the following:

• A replacement product (subject to availability), or
• A Jewellery by Twins Store Credit equal to the purchase value.

Need Help?

For any questions related to returns, cancellations, or refunds, please contact us:

Email: support@jewellerybytwins.com

Our customer support team will be happy to assist you.