1. Overview

Every Shinewine piece is crafted with care, inspected and securely packaged before dispatch. This policy explains which items can be returned or exchanged, how to request a return, and how we handle damaged, incorrect or defective items. Please read it carefully before starting a return.

Orders cannot be changed or cancelled once placed. Please see our Shipping Policy for details.

2. Return Window

Return requests must be made within 14 days of delivery. Once your return is approved, the item must be shipped back to us within 7 days, unless we agree otherwise.

3. Eligible Items

In-stock pieces can be returned or exchanged if all of the following conditions are met:

• The item is unused, unworn and unaltered, with no scratches, dents, bends, polishing marks, discolouration, residue or loose stones.
• The item is returned with all original packaging and documents, including the jewellery box, outer packaging, pouch, tags, warranty card and diamond certificate.
• The return request is made within the return window.

An item that shows any sign of wear, even a faint scratch or polishing mark after trying it on, will be treated as worn and the return will be declined.

4. Non-Returnable Items

The following items cannot be returned or refunded, unless they arrive damaged or incorrect:

• Made-to-order pieces
• Custom, engraved or personalised pieces
• Items resized, engraved, repaired or altered after delivery by anyone other than Shinewine
• Worn, used or damaged items
• Items returned without their original packaging or certificates
• Earrings, once removed from their sealed packaging, for hygiene reasons
• Items marked as Final Sale at the time of purchase

5. How to Request a Return

All returns must be approved in advance. Returns sent without approval will not be accepted.

To request a return, email care@shinewine.co with:

• your order number;
• the item or items you want to return;
• the reason for the return;
• photos of the item.

We will review your request and, if it is approved, send you return instructions and the return address.

6. Packing and Shipping Your Return

Please pack the item securely in its original jewellery box and outer packaging, with all pouches, certificates and documents included. Cushion it well to prevent scratches or movement during transit.

We strongly recommend using a trackable courier and insuring the shipment for the full value of the item. Shinewine is not responsible for return packages that are lost, delayed, damaged or delivered to the wrong address in transit. Please keep your tracking details and proof of postage until your return has been completed.

Return shipping must be prepaid by the customer, unless the return is for a damaged, incorrect or defective item. Packages sent cash on delivery or with postage unpaid will be refused and sent back.

7. Inspection

When your return arrives, we will check that the item matches your order and meets the conditions in this policy. This usually takes 2–5 business days.

If the item passes inspection, we will process your refund or exchange. If it does not, we will contact you with an explanation, and the item will be sent back to you at your expense without a refund or exchange.

8. Damaged or Incorrect Items

If your order arrives damaged in transit, or you receive the wrong item, size or metal, or an item that does not match your order description, please contact us within 48 hours of delivery. Send your order number, a description of the problem and clear photos, or a short video, showing the issue.

Once confirmed, we will resolve the issue by one of the following:

• replacing the item;
• repairing the item free of charge, where possible;
• issuing a full refund to your original payment method;
• exchanging it for another item of equal value.

Shinewine arranges and pays for all shipping for confirmed damaged or incorrect items.

Manufacturing defects that appear after delivery are covered by the manufacturing-defect warranty set out in our Terms of Service.

9. Refunds

Refunds are issued only to your original payment method: cards, UPI or net banking through PayU, or PayPal. We do not refund to third-party accounts.

Approved refunds are processed within 7–10 business days. Your bank or payment provider may take additional time to show the credit.

Refunds cover the product price only. Original shipping charges are refunded only if the return is due to our error. Return shipping costs are not refunded unless Shinewine confirms it was at fault.

Refunds may be reduced for:

• missing certificates or packaging, including the cost of replacing a certificate;
• signs of wear, damage or alteration;
• customs duties or taxes that cannot be recovered from the authorities, for some international returns.

We will always tell you about any deduction and give you a clear breakdown.

10. Exchanges

If you would like to exchange an eligible item, for example for a different size or metal, we will dispatch the replacement once your returned item has been received and approved. If the new item costs more, the difference must be paid before dispatch. If it costs less, we will refund the difference.

11. Repairs

Repairs usually take 2–4 weeks, depending on the work required, and we will keep you updated on progress. Repairs for manufacturing defects are free. Repairs for wear or damage caused after delivery are chargeable.

12. International Returns

For returns from outside India, the customer is responsible for all return shipping costs, customs duties, VAT, brokerage and taxes, unless the return is due to our error.

Please include the correct customs documentation and clearly mark the shipment as "Returning to Seller – No Commercial Value" to help avoid additional duties or delays. Shinewine is not responsible for customs delays or for fees charged by customs authorities. Refunds for international returns are processed only after the item has been received and approved.

13. Orders Placed on Other Platforms

Orders placed on Etsy, eBay, Catawiki or other marketplaces are subject to that platform's return and refund rules.

14. Contact Us

For any questions about returns, exchanges or repairs, please contact us:

Email: care@shinewine.co
Phone: +91 98790 21050
Hours: Monday to Friday, 10:00–18:00 IST