Refund, Return & Exchange Policy

1. General Commitment

Your trust means everything to us. To ensure complete transparency, before dispatching your order, we share
actual product photos or videos of the packed item directly on your WhatsApp number.
This helps you verify the product and ensures clarity and confidence before it reaches you.

2. Return & Exchange Eligibility

At Symoru, returns or exchanges are only approved in the following cases:

1. The product is damaged, defective, or tampered during transit.
2. The product has a size issue (in the case of rings, bangles, or adjustable jewellery).

If your situation meets the above criteria, you must initiate a return request within 2 days of delivery by contacting us via:
📞 Call / WhatsApp: +91 96600 39960
📧 Email: support@symoru.com

⚠️ Please note: Returns or exchanges will not be approved for reasons such as personal preference, change of mind, color variation, or style dislike.

3. Damaged, Wrong, or Size-Issue Orders

If you receive a product that is damaged, defective, incorrect, or has a size mismatch, please follow these steps:

1. Take a clear unboxing video and at least 2–3 photos of the received item.
2. Share them with us within 48 hours of delivery at support@symoru.com or on WhatsApp.
3. After verification, we will approve your return or exchange request and provide further instructions.

Once approved, we will arrange a replacement product or issue a refund/store credit, as per your preference.

Claims made without an unboxing video or after 48 hours of delivery may not be accepted.

4. Refund Process

• Refunds will only be initiated after the returned item is received and verified by our quality team.
• Refunds for prepaid orders will be made to the original payment method.
• Refunds for Cash on Delivery (COD) orders will be issued via bank transfer to the customer named in the billing details, or as store credits (based on preference).
• Refunds will be processed within 7–10 business days after verification.
• Shipping, COD handling, gift wrap, or custom duty charges are non-refundable.
• In case a replacement product is unavailable, a full refund or store credit will be issued.

5. Non-Returnable & Non-Refundable Items

We will not accept returns, exchanges, or refunds for the following:

• Products without damage or size issue.
• Products returned without prior approval.
• Items that are used, worn, altered, washed, or damaged after delivery.
• Customized or engraved jewellery, made-to-order pieces, or special requests.
• Sale or promotional items, free gifts, or gift packaging.
• Any item returned without the original packaging, tags, or certificates.

6. Cancellation Policy

• Orders can be cancelled within 6 hours of placing the order by contacting us at support@symoru.com.
• Once an order is dispatched or shipped, it cannot be cancelled.
• If cancelled after dispatch, a store credit (after deducting two-way shipping charges) will be issued once the item is returned.
• Prepaid orders cancelled before dispatch will be refunded in full to the original payment method.
• Festival, promotional, or customized orders are not eligible for cancellation or refund.

7. Transparency Promise

• Before shipping, we will share real-time product photos or packing videos on your registered WhatsApp number.
• This ensures that you know exactly what is being shipped to you — maintaining complete transparency and trust.

8. Delivery & Product Variation Notice

• All jewellery is photographed under professional lighting. Minor variations in color, tone, or shine under natural light are normal and not considered defects.
• Orders are typically delivered within 6–8 business days. Custom-made items may take longer; you will be informed in advance.

9. Taxes & Duties

• For domestic orders (within India) – prices are inclusive of all applicable taxes.
• For international orders, customers are responsible for any customs duties, import fees, or local taxes at the time of delivery.

10. Customer Support

For assistance regarding returns, refunds, exchanges, or shipping, please contact:
📞 Call / WhatsApp: +91 96600 39960
📧 Email: support@symoru.com

Our support team is always happy to help you and ensure a smooth shopping experience.

✨ Symoru – Jewellery with a Soul, Crafted with Trust.