Return, Refund, Exchange & Cancellation

Last Updated: 11 September 2026

At Shairaa, we make every effort to ensure that your order reaches you safely and matches the product selected by you. This Return, Exchange, Refund and Cancellation Policy explains the conditions and process applicable to purchases made through our website.

By placing an order with Shairaa, you agree to the terms stated in this Policy.

1. Return Policy

Shairaa offers a 3-day return period from the date of delivery.

A return request must be submitted within 3 calendar days or 72 hours of successful delivery. Requests submitted after this period may not be accepted.

The delivery date recorded by our courier or logistics partner will be treated as the official date of delivery.

Return Eligibility

To be eligible for a return:

The product must be unused, unworn, unwashed and undamaged;
The product must not have been altered, resized, repaired or modified;
All original tags, labels and protective coverings must remain attached;
The original box, pouch, invoice, certificates and packaging must be returned;
Any complimentary product, free gift or promotional item supplied with the order must also be returned;
The product must be securely packed to avoid damage during reverse transit; and
The return request must be approved by Shairaa before the product is sent back.

Products showing signs of use, scratches, stains, perfume, cosmetic residue, moisture exposure, intentional damage or improper handling will not be accepted.

Submitting a return request does not automatically mean that the return has been approved. All returns are subject to inspection and quality verification by Shairaa.

2. Initiating a Return

To request a return or exchange, please use our online Return & Exchange portal:

[Click Here]

Customers are requested to submit all return and exchange requests through the above portal within the applicable return or exchange period.

While submitting the request, you may be required to provide:

Customer’s full name;
Order number;
Registered mobile number and email address;
Product requested for return or exchange;
Reason for return or exchange;
Clear photographs of the product;
Photographs of the shipping package and shipping label; and
A clear, continuous and unedited unboxing video, wherever applicable.

If you are unable to submit the request through the portal, experience a technical issue, or do not receive an appropriate response after submitting your request, you may contact our Customer Care team at care@shairaa.com.

Please mention your order number and registered contact details while contacting Customer Care.

Incomplete requests or requests submitted without the required supporting information may take longer to process.

3. Mandatory Unboxing Video

A clear, continuous and unedited unboxing video is required for claims involving:

A damaged product;
A broken product;
A missing product;
An empty package;
An incorrect product;
An incorrect quantity;
A tampered package; or
A product materially different from the item ordered.

The video must:

Begin before the outer shipping package is opened;
Clearly show the shipping label;
Show all sides of the sealed package;
Capture the complete opening process without cuts, pauses or edits; and
Clearly show the product and the claimed issue.

Edited, paused, incomplete or recorded-after-opening videos may not be accepted as sufficient evidence.

The absence of an unboxing video may affect our ability to verify and approve a damaged, missing, tampered or incorrect-product claim. This requirement does not limit any right that cannot legally be excluded.

4. Return Charges

For returns requested due to personal preference, change of mind, incorrect size selection or any other reason not attributable to Shairaa, a reverse shipping and handling fee of ₹199 will be deducted from the amount eligible for Store Credit/Coupon.

The original shipping charge, cash-on-delivery fee, convenience fee and gift-wrapping fee, where applicable, are non-refundable.

No reverse shipping charge will be applied if Shairaa confirms that:

An incorrect product was delivered;
A defective product was delivered;
The product was damaged before or during delivery;
An incorrect size or variant was dispatched by Shairaa; or
An item was missing from the package.

5. Exchange Policy

Shairaa offers a 7-day exchange period from the date of delivery.

An exchange request must be submitted within 7 calendar days of successful delivery.

The product must satisfy all return eligibility conditions stated in this Policy.

Exchange may be requested for:

A different available size;
A different available colour or variant;
Another product of the same value; or
A different product, subject to payment or adjustment of the applicable price difference.

All exchanges are subject to product availability.

Exchange Charges

A reverse shipping and handling fee of ₹199 may apply where the exchange is requested because of:

Incorrect size selected by the customer;
Change of preference;
Change of colour or design;
Personal suitability; or
Any other reason not attributable to Shairaa.

No exchange charge will apply where Shairaa confirms that an incorrect, defective or damaged product was delivered.

Only one exchange per product or order may be permitted unless otherwise approved by Shairaa.

6. Exchange Price Difference

If the replacement product is more expensive than the originally purchased product, the customer must pay the applicable difference before the replacement is dispatched.

If the replacement product is less expensive and the exchange is requested for a reason not attributable to Shairaa, the eligible difference will be issued as Shairaa Store Credit/Coupon, after adjustment of any applicable reverse shipping or handling charges.

Where the exchange is required because of a verified error attributable to Shairaa, any applicable refundable difference may be refunded in accordance with Section 9 of this Policy.

7. Exchange Processing Time

Once the returned product is received and passes our quality inspection, the approved exchange will ordinarily be processed within 7 to 10 business days.

Delivery of the replacement product may take additional time depending on:

Product availability;
Customer location;
Courier serviceability;
Public holidays;
Weather conditions; and
Other logistical circumstances.

If the requested replacement is unavailable, the customer may be offered:

Another available product;
Shairaa Store Credit/Coupon;
A monetary refund where the issue is attributable to Shairaa; or
An opportunity to wait for restocking.

8. Quality Inspection

Every returned or exchanged product will undergo a quality inspection after it reaches Shairaa.

The inspection may verify:

Whether the correct product was returned;
Whether tags and packaging are intact;
Whether the product has been used or worn;
Whether any component is missing;
Whether the product has been intentionally damaged;
Whether the claimed defect is present; and
Whether the request complies with this Policy.

Shairaa may reject the return or exchange if the product:

Fails the quality inspection;
Has been used or worn;
Is returned without original packaging or tags;
Is damaged due to improper handling;
Is different from the product originally delivered;
Is returned outside the applicable period; or
Falls within a non-returnable category.

If a return or exchange is rejected after inspection, the product may be sent back to the customer. Additional shipping charges may apply.

9. Refund and Store Credit Policy

Customer-Initiated Returns

For an approved return requested for a reason not attributable to Shairaa, including:

Change of mind;
Personal preference;
Incorrect size selected by the customer;
Change of colour or design;
Personal suitability; or
Any other customer-related reason,

the eligible amount will be issued only in the form of Shairaa Store Credit/Coupon.

No cash, bank transfer, UPI, card or original-payment-method refund will ordinarily be provided for such customer-initiated returns.

The Store Credit/Coupon will be issued only after:

The return request has been approved;
The returned product has been received by Shairaa;
The product has successfully passed quality inspection; and
Applicable deductions have been calculated.

The Store Credit/Coupon may be used toward future purchases from Shairaa, subject to the terms communicated at the time of issuance.

Refunds Where Shairaa Is Responsible

Where Shairaa verifies that the return or claim arose because of an error attributable to Shairaa, the customer may be eligible for a monetary refund.

This includes cases where:

An incorrect product was delivered;
An incorrect size or variant was dispatched by Shairaa;
A defective product was delivered;
A product was damaged before or during delivery;
An item or quantity was missing from the package; or
Another verified fulfilment error attributable to Shairaa occurred.

For prepaid orders, the approved monetary refund will ordinarily be processed to the original payment method used for the purchase.

For Cash-on-Delivery (COD) orders, the approved monetary refund will be transferred to the customer’s verified bank account or UPI ID.

For COD refunds, the customer may be required to provide:

Account holder’s name;
Bank account number;
IFSC code;
Bank name;
UPI ID; and
Any additional information reasonably required for verification.

Shairaa will not be responsible for delays or failed transfers caused by incorrect bank or UPI details provided by the customer.

Approved monetary refunds or Store Credits/Coupons will ordinarily be initiated or issued within 7 business days after completion of the applicable quality inspection and verification.

10. Refund and Store Credit Deductions

Depending on the reason for return, the following may be deducted from the amount eligible for Store Credit/Coupon or monetary refund:

₹199 reverse shipping and handling fee;
Original shipping charges;
Cash-on-delivery charges;
Convenience or platform charges;
Gift-wrapping charges;
Discounts that are no longer applicable after a partial return;
Value of an unreturned free gift;
Damage caused during customer-arranged return shipping; and
Any other charge disclosed before the return is approved.

Where part of an order is returned, promotional discounts may be recalculated based on the products retained by the customer.

Where Shairaa confirms that the return arose solely because of an incorrect, defective, damaged or missing product supplied by Shairaa, customer-preference reverse shipping charges will not apply.

11. Refund Processing by Banks and Payment Providers

This section applies only where a monetary refund is permitted under this Policy.

After Shairaa initiates a monetary refund, it may take additional time for the amount to appear in the customer’s account.

The final processing time may depend on the customer’s:

Bank;
Card issuer;
Payment gateway;
UPI provider; or
Financial institution.

Shairaa cannot control delays occurring solely within a bank, payment gateway or payment network but will provide reasonable transaction details to assist the customer.

Customer-initiated returns for reasons not attributable to Shairaa will be settled through Store Credit/Coupon as stated in Section 9 and will not be processed as monetary refunds.

12. Non-Returnable and Non-Exchangeable Products

The following products may not be eligible for return or exchange unless they are defective, damaged or incorrectly supplied:

Earrings, nose pins and other pierced jewellery for hygiene reasons;
Customised or personalised products;
Products altered or resized at the customer’s request;
Products marked “Final Sale” or “Non-Returnable”;
Gift cards or store-credit vouchers;
Free gifts and complimentary products;
Products purchased through unauthorised sellers;
Products damaged due to improper use or care;
Products without original tags or packaging;
Products showing signs of wear;
Products exposed to water, perfume, chemicals or cosmetics; and
Products returned after the applicable return or exchange period.

A sale or discounted product will be eligible for return or exchange only if its product page or promotional terms do not state that it is a final-sale or non-returnable product.

13. Minor Product Variations

Minor variations in the following will not ordinarily be treated as defects:

Colour;
Stone placement;
Pattern;
Texture;
Polish;
Finish;
Measurements;
Product weight; and
Handcrafted detailing.

Product colours may also appear differently because of photography, lighting and individual screen settings.

A return may still be requested within the applicable return period, subject to the eligibility conditions and applicable reverse shipping fee.

Where such variation is not considered a defect or error attributable to Shairaa, any approved return will be settled through Shairaa Store Credit/Coupon only.

14. Damaged or Incorrect Products

If Shairaa confirms that a damaged, defective or incorrect product was delivered, we may offer:

A free replacement;
An exchange;
A full or applicable monetary refund; or
Another appropriate resolution.

Where a monetary refund is approved:

For a prepaid order, the refund will ordinarily be processed to the original payment method.
For a Cash-on-Delivery order, the customer will be required to provide a verified bank account or UPI ID.

The complaint must be submitted within 24 hours of delivery, together with the required unboxing video and supporting photographs.

The product, original packaging, shipping label and all accessories must be retained until the claim is resolved.

Please do not use, wear, modify or attempt to repair a damaged or incorrect product.

15. Missing Product or Empty Package Claims

A missing-item or empty-package complaint must be submitted within 24 hours of delivery.

The customer must provide:

A continuous unedited unboxing video;
Photographs of the package;
Photographs of the shipping label;
Details of the missing product; and
Any additional evidence requested during investigation.

Such claims may be verified using courier records, warehouse records, package weight, dispatch information and other relevant information before a resolution is issued.

If Shairaa verifies the claim and approves a monetary refund:

Prepaid orders will ordinarily be refunded to the original payment method; and
COD refunds will be processed to the customer’s verified bank account or UPI ID.

16. Reverse Pickup

Where reverse pickup is available, Shairaa or its logistics partner will attempt to collect the approved product from the original delivery address.

The customer must:

Keep the product packed and ready;
Return all original packaging and accessories;
Be available at the agreed pickup address; and
Hand over only the approved product.

The courier may make a limited number of pickup attempts.

If reverse pickup is unavailable or repeatedly unsuccessful, the customer may be asked to self-ship the product to the address provided by Shairaa.

17. Self-Shipping

A product must not be self-shipped without prior written approval and return instructions from Shairaa.

When self-shipping an approved return:

Use a reliable and trackable courier service;
Pack the product securely;
Retain the shipping receipt;
Share the tracking details with Shairaa; and
Do not write directly on the original product packaging.

Shairaa will not be responsible for a customer-arranged return shipment that is lost, damaged or delivered to an incorrect address.

Any reimbursement of self-shipping charges must be approved in writing before shipment.

18. Cancellation Policy

An order may be cancelled within 24 hours of placing the order or before it is dispatched, whichever occurs first.

To request cancellation, please use the cancellation option available on our website or designated order-management page, where available.

If you experience an issue submitting the cancellation request, you may contact care@shairaa.com.

Submitting a cancellation request does not guarantee cancellation. Cancellation will be effective only after confirmation from Shairaa.

19. Orders That Cannot Be Cancelled

An order cannot ordinarily be cancelled after it has:

Been processed for fulfilment;
Been packed;
Been dispatched;
Been handed over to a courier;
Entered production or customisation;
Been altered or resized;
Been marked as a final-sale order; or
Otherwise become irreversible.

Customised, personalised, altered or made-to-order products may not be cancelled once work has begun.

20. Cancellation Refunds

If an eligible prepaid order is successfully cancelled before dispatch, the eligible amount paid by the customer will be refunded to the original payment method.

The Store Credit/Coupon-only rule applicable to customer-initiated product returns does not apply to an eligible order successfully cancelled before dispatch.

The refund will ordinarily be initiated within 5 to 7 business days after cancellation approval.

Payment-gateway, convenience or other non-refundable charges may be deducted only where disclosed and legally permissible.

No refund is required for an unpaid Cash-on-Delivery order that is cancelled before dispatch.

21. Cancellation or Refusal After Dispatch

Orders that have already been dispatched cannot be cancelled through the normal cancellation process.

If a prepaid order is refused at delivery or returned to origin due to customer refusal, non-acceptance, incorrect information supplied by the customer or another reason not attributable to Shairaa, any amount approved for return will ordinarily be issued as Shairaa Store Credit/Coupon, after applicable deductions.

Applicable deductions may include:

Forward shipping charges;
Return-to-origin shipping charges;
Cash-on-delivery charges, where applicable; and
Other actual logistics expenses.

The Store Credit/Coupon, if applicable, will be processed only after the parcel has returned to Shairaa and has been inspected.

If the refusal or return-to-origin occurred because of a verified error attributable to Shairaa or its fulfilment process, Shairaa may provide an appropriate resolution in accordance with this Policy.

Repeated refusal or non-acceptance of Cash-on-Delivery orders may result in:

Suspension of Cash-on-Delivery availability;
Requirement of prepaid payment for future orders; or
Restriction of the customer account.

22. Cancellation by Shairaa

Shairaa may cancel an order where:

The product is unavailable;
There is an inventory error;
There is an obvious pricing or listing error;
Payment is unsuccessful or reversed;
Customer verification is unsuccessful;
The delivery address is incomplete or unserviceable;
Fraudulent or suspicious activity is detected;
The order violates applicable purchase limits;
The customer misuses a promotion or offer; or
Fulfilment is prevented by circumstances beyond our reasonable control.

If Shairaa cancels a successfully paid prepaid order, the applicable amount will be refunded to the original payment method without a cancellation charge.

Where payment has already been collected against a COD order and a refund becomes payable because of cancellation attributable to Shairaa, the refund may be processed to the customer’s verified bank account or UPI ID.

23. Promotional and Bundle Orders

For products purchased as part of a bundle, combo, “Buy One Get One,” multi-buy offer or promotional set:

The complete bundle may be required to be returned;
Partial returns may not be permitted;
The promotional discount may be recalculated;
The value of retained products may be adjusted to their regular or applicable individual price; and
Free gifts or complimentary products supplied as part of the promotion must also be returned.

If a free gift or complimentary product is not returned, its listed or reasonable value may be deducted from the amount eligible for Store Credit/Coupon or monetary refund.

Where a customer-initiated return relating to a promotional or bundle order is approved for a reason not attributable to Shairaa, the eligible amount after applicable deductions will be issued only as Shairaa Store Credit/Coupon.

No cash, bank transfer, UPI, card or original-payment-method refund will ordinarily be provided for such customer-initiated returns.

Where Shairaa confirms that the return is required because of an incorrect, defective, damaged or missing product, the customer may be offered:

A replacement;
An exchange;
A monetary refund; or
Another appropriate resolution.

Where a monetary refund is approved because of a verified error attributable to Shairaa:

For prepaid orders, the approved refund will ordinarily be processed to the original payment method; and
For COD orders, the approved refund will be processed to the customer’s verified bank account or UPI ID.

Promotional discounts, coupon benefits and free-product eligibility may be recalculated when all or part of a promotional order is returned or exchanged.

24. Fair Usage and Policy Abuse

Shairaa aims to provide a fair and reasonable return and exchange facility to genuine customers.

Shairaa may refuse, restrict or subject to additional verification any return, exchange, Store Credit/Coupon request, monetary refund request or Cash-on-Delivery facility where it reasonably identifies:

Excessive or repeated returns;
Excessive or repeated exchanges;
Return of used, worn or damaged products;
Return of substituted, counterfeit or different products;
False damaged-product claims;
False missing-item or empty-package claims;
Manipulation, alteration or misuse of unboxing videos;
Intentional damage to products for the purpose of making a claim;
Repeated refusal or non-acceptance of deliveries;
Repeated Cash-on-Delivery orders followed by refusal;
Misuse of promotional offers, coupons, discounts or Store Credit;
Multiple accounts being used to improperly obtain promotional benefits;
Fraudulent or suspicious transactions;
Abuse of Shairaa’s return, exchange or refund process; or
Any other activity that Shairaa reasonably considers fraudulent, misleading or abusive.

For the purpose of investigating suspected misuse, Shairaa may review relevant:

Order history;
Return and exchange history;
Delivery and courier records;
Payment records;
Customer communications;
Photographs and videos submitted in connection with claims; and
Other information reasonably necessary to investigate the claim.

Depending on the circumstances, Shairaa may:

Reject a return or exchange request;
Reject an invalid refund or Store Credit claim;
Require additional verification before processing a request;
Restrict future returns or exchanges;
Suspend Cash-on-Delivery availability;
Require prepaid payment for future orders;
Restrict the use of promotional offers, coupons or Store Credit; or
Restrict or suspend the customer account where reasonably necessary.

Any restriction will be applied reasonably and will not limit any consumer right that cannot legally be excluded or restricted.

25. Policy Changes

Shairaa may update, modify or revise this Policy from time to time to reflect changes in:

Products;
Business operations;
Return or exchange procedures;
Courier or logistics arrangements;
Payment methods;
Store Credit/Coupon terms;
Commercial terms;
Technology or website functionality; or
Applicable laws and regulations.

The updated Policy will be published on this page with a revised “Last Updated” date.

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

The Policy applicable to an order will ordinarily be the version published at the time the order was placed, except where:

A change is required by applicable law;
A regulatory requirement requires otherwise; or
The updated provision is more favourable to the customer.

Any change to this Policy will not limit any mandatory consumer right available under applicable law.

26. Contact Us

For a return or exchange request, please submit your request through our online Return & Exchange portal:

[Click Here]

Customers should use the Return & Exchange portal as the primary method for submitting return and exchange requests.

If you:

Are unable to submit your request through the portal;
Experience a technical issue while submitting the request;
Have already submitted a request but have not received an appropriate response; or
Require assistance regarding an existing return, exchange, refund or Store Credit/Coupon request,

you may contact our Customer Care team at:

Email: care@shairaa.com

Please mention your order number, registered mobile number and registered email address when contacting Customer Care so that we can identify your order and assist you efficiently.

For damaged, defective, incorrect, missing-product or empty-package claims, customers must provide the photographs, unboxing video and other supporting information required under this Policy.

For COD orders where Shairaa has approved a monetary refund because of a verified error attributable to Shairaa, the customer may be required to provide a verified bank account or UPI ID for processing the refund.

For prepaid orders where Shairaa has approved a monetary refund because of a verified error attributable to Shairaa, the refund will ordinarily be processed to the original payment method.

For clarity, customer-initiated returns for reasons not attributable to Shairaa are eligible for Shairaa Store Credit/Coupon only, subject to the eligibility requirements and applicable deductions stated in this Policy.

End of Policy