Refund policy

Refund & Return Policy

Effective Date: 25 August 2026
Last Updated: 25 August 2026

At Simorah, every order is carefully inspected and packed before dispatch.

Due to the nature of our jewellery products, we do not accept returns, exchanges or refunds once an order has been delivered, except where the product is received in a damaged condition and the claim satisfies the requirements stated below.

By placing an order with Simorah, you acknowledge and agree to this Refund & Return Policy.

1. No Returns or Exchanges

All purchases made from Simorah are considered final sale.

We do not accept returns or exchanges for reasons including:

  • Change of mind

  • Product no longer required

  • Customer does not like the product after delivery

  • Colour preference

  • Design preference

  • Incorrect size selected by the customer

  • Incorrect measurements provided by the customer

  • Minor differences in colour caused by screen or photography settings

  • Minor variations in handcrafted products

  • Natural variations in stones, textures or materials

  • Products purchased during a sale or promotion

  • Delayed delivery where the order has ultimately been successfully delivered

  • Any other reason unrelated to the product arriving damaged

Customers are requested to carefully review all product details, photographs, measurements, materials, sizes and other information before placing an order.

2. Damaged Product Claims

A return, replacement or refund request will only be considered where the product is received in a damaged condition.

The customer must contact Simorah within 48 hours of delivery and provide the required evidence.

Claims submitted after this period may not be accepted unless otherwise required under applicable law.

3. Mandatory Unboxing Video

A clear, continuous and unedited unboxing video is mandatory for any damaged-product claim.

The video must:

  • Begin before the shipping package is opened

  • Clearly show the unopened parcel

  • Clearly show the shipping label

  • Show the condition of the external packaging

  • Show the complete opening of the parcel

  • Show all products inside the parcel

  • Clearly show the damaged portion of the product

The recording must be continuous and should not contain:

  • Cuts

  • Pauses

  • Editing

  • Missing sections

  • Manipulation of the parcel before recording

The purpose of the video is to establish that the damage existed when the parcel was opened.

4. Claims Without an Unboxing Video

If a customer does not have a clear, continuous and unedited unboxing video showing the parcel being opened and the damaged product being discovered, the damage claim may be rejected.

Photographs alone may not be sufficient to establish that the product was damaged before or during delivery.

This requirement helps protect both the customer and Simorah against fraudulent or unverifiable claims.

Nothing in this policy is intended to restrict any mandatory rights available to customers under applicable law.

5. How to Report a Damaged Product

If your product arrives damaged, contact us within 48 hours of delivery.

Please provide:

  • Your full name

  • Order number

  • Registered phone number or email address

  • A description of the damage

  • Clear photographs of the damaged product

  • Photographs of the outer packaging

  • Photograph of the shipping label

  • The complete unedited unboxing video

Send the information to:

Email: simorahramsheel@gmail.com
WhatsApp / Phone: +91 6377190007

Our team will review the evidence before approving the claim.

6. Claim Verification

Submitting an unboxing video does not automatically guarantee approval.

Simorah will review the submitted evidence to determine whether:

  • The product was damaged before or during delivery

  • The product shown matches the customer's order

  • The unboxing video meets the required conditions

  • The damage is genuine

  • The damage occurred before the product was used

  • The claim otherwise satisfies this policy

We may request additional information where reasonably necessary.

7. Approved Damaged Product Claims

If the damage claim is approved, Simorah may provide an appropriate resolution depending on the circumstances and product availability.

The resolution may include:

  • Replacement of the damaged product; or

  • Refund of the applicable product amount where replacement is not reasonably possible.

Where an identical replacement is unavailable, we may contact the customer to arrange an appropriate alternative or refund.

The final resolution will be communicated after verification of the claim.

8. Return of Damaged Product

If Simorah requires the damaged product to be returned, we will provide return instructions after the claim has been approved.

Customers should not send any product back without prior approval.

For a verified damaged-product claim, Simorah will determine the appropriate return shipping arrangement.

The product must be returned in the same condition in which it was received, along with:

  • Original packaging

  • Tags, where applicable

  • Accessories

  • Certificates, where applicable

  • Complimentary items supplied with the order

9. No Self-Arranged Returns

Customers should not independently courier or return products to Simorah without prior written approval.

Any parcel returned without approval may not be accepted or processed.

10. Damage After Delivery

Simorah will not be responsible for damage caused after delivery because of:

  • Improper use

  • Dropping or accidental damage

  • Pulling, bending or excessive force

  • Exposure to water

  • Perfume

  • Cosmetics

  • Chemicals

  • Sweat

  • Improper storage

  • Third-party repair or alteration

  • Normal wear and tear

Such damage does not qualify for a return, replacement or refund.

11. Jewellery Colour and Finish

Jewellery, especially plated or fashion jewellery, may naturally experience gradual changes in finish depending on use, storage, environmental conditions and exposure to chemicals.

Normal:

  • Tarnishing

  • Fading

  • Scratching

  • Wear of plating

  • Loss of shine

caused by regular use or improper care is not considered transit damage and does not qualify for a return or refund.

12. Natural and Handcrafted Variations

Certain jewellery pieces may contain handcrafted components, stones or materials that naturally vary.

Minor differences in:

  • Colour

  • Shape

  • Texture

  • Pattern

  • Stone appearance

  • Measurements

  • Finish

may occur between the product photograph and the product received.

Such reasonable variations are not considered damage or defects.

13. Incorrect Size Selected by Customer

Customers are responsible for verifying and selecting the correct product size before placing an order.

If the product delivered matches the size selected by the customer, the order cannot be returned, exchanged or refunded because the customer selected the wrong size.

14. Customised and Made-to-Order Jewellery

Customised, personalised and made-to-order jewellery is strictly non-returnable, non-exchangeable and non-refundable.

This includes products made according to customer instructions relating to:

  • Size

  • Measurements

  • Design

  • Colour

  • Gemstones

  • Materials

  • Metal

  • Engraving

  • Other specifications

A customised product will only be eligible for a claim if it is received damaged and the customer provides the required unboxing video and supporting evidence.

15. Order Cancellation

Orders may only be cancelled before they have entered processing, packing, production or dispatch.

Cancellation requests should be submitted as soon as possible.

Once an order has entered processing or has been dispatched, cancellation may not be possible.

Customised or made-to-order products cannot ordinarily be cancelled once work or procurement of materials has begun.

16. Refund Processing

If Simorah approves a refund for a damaged product, the refund will generally be processed to the original payment method.

Once initiated by Simorah, the time required for the amount to reflect may depend on the:

  • Bank

  • Card issuer

  • Payment gateway

  • UPI provider

  • Other payment service provider

Simorah cannot control processing times after a refund has been successfully initiated.

17. Shipping Charges on Approved Damage Claims

Where a damaged-product claim has been verified and approved, the customer will not be required to bear reasonable return shipping costs requested by Simorah.

No return shipping reimbursement will be provided for products sent back independently without our approval.

18. Refused or Undelivered Orders

Refusing a successfully delivered or attempted shipment does not create a right to a refund.

Orders returned to Simorah because of:

  • Customer refusal

  • Incorrect shipping address

  • Incomplete address

  • Customer unavailability

  • Failure to accept delivery

  • Failure to complete customs procedures

  • Refusal to pay applicable import duties

will be handled according to our Shipping Policy and applicable terms.

19. International Orders

The same no-return policy applies to international orders.

International purchases are final unless the product is received damaged and the claim is supported by the required unboxing video.

Customs duties, VAT, import taxes or other charges imposed by the destination country are not grounds for return or refund.

20. Fraudulent Claims

Simorah reserves the right to reject claims where there is reasonable evidence of:

  • Product swapping

  • Deliberate product damage

  • Edited or manipulated videos

  • False claims

  • Submission of another customer's product

  • Misrepresentation of the condition of the parcel

  • Abuse of the refund or replacement process

Fraudulent claims may also result in restrictions on future purchases.

21. Lost Shipments

A shipment confirmed as lost by the courier is handled separately from a product return.

Where a courier confirms that an order was lost before delivery, Simorah will review the case and provide an appropriate resolution in accordance with our Shipping Policy.

The unboxing video requirement does not apply where the parcel was never delivered.

22. Consumer Rights

This policy sets out Simorah's standard return and refund terms.

Nothing in this policy is intended to exclude or restrict rights or remedies that cannot legally be excluded under applicable consumer protection law.

Where applicable law requires a different remedy in a particular situation, the applicable legal requirement will prevail.

23. Changes to This Policy

Simorah reserves the right to modify or update this Refund & Return Policy from time to time.

The latest version will be published on our website along with the applicable revision date.

24. Contact Us

For damaged-product claims or questions regarding this policy, contact:

SIMORAH
Operated by Simorah Ram Sheel

20, Van Vihar Colony
Opposite Kamal and Company
Tonk Road, Jaipur – 302018
Rajasthan, India

Email: simorahramsheel@gmail.com
Phone / WhatsApp: +91 6377190007