Return & Exchange Policy

At Ziwels, shop with confidence with our no-questions-asked return policy. Here’s our clear and transparent policy for returns, exchanges, and refunds.

For Demi-fine, Gold, and Lab-Grown Diamonds (LGD) :

  • You can raise a return request within 2 days of the delivery of the order.

  • Return of products purchased under Buy 1 Get 1 or other related offers will be eligible for a refund to the Ziwels Wallet.

  • Items sold at a strike-through or discounted price (without applying a coupon) are eligible for return.

Return Conditions :

  • Items must be unused, with original packaging and tags intact.

  • An unboxing video is required to process any claims for missing items in your order. Please ensure you record the package being opened from the sealed state for your claim to be considered.

Initiating a Return Request :

  1. Go to the Return/Exchange section on the Ziwels website or app menu, or follow this link: Return Request Portal (replace # with your return link when live).

  2. Enter your Ziwels Order ID and Contact Number. Ensure the Order ID is correctly entered, beginning with #ZWxxxx.

  3. Choose the items you wish to return.

  4. Provide necessary details: select a return reason, upload a minimum of two images, specify the pickup address and date, and choose your refund method.

  5. Review your information and confirm the return request.

Refunds :

  • Refunds are processed in 7–10 working days as per RBI guidelines, following item pickup and verification.

  • Prepaid orders : Refunded to the original payment method.

  • COD orders : Refunded to UPI or bank account provided by you.

LGD Orders :

  • LGD products can only be exchanged for other LGD items.

  • If a customer wishes to exchange an LGD item for a Demi-fine product, the total value of the selected Demi-fine items must be equal to or greater than the value of the LGD item.

  • If the value is lower, the remaining balance will be issued as store credit, which can be redeemed at checkout.

Non-Returnable Items :

  • Custom-made or personalized jewellery.

  • Goodbye sale or clearance products (as mentioned on the product page).

Exchange Policy – Within 10 Days

Issue Faced Exchange Process
Damaged Item Exchange with same item
Wrong Item Received Exchange with same item
Size Issue Exchange with same variant item

  • If the exact item is not available, our team will assist you with the closest available variant or process a refund.

Initiating an Exchange Request :

  1. Go to the Return/Exchange section on the Ziwels website or app menu, or follow this link: Exchange Request Portal (replace # with your link).

  2. Enter your Ziwels Order ID and Contact Number. Ensure the Order ID is correctly entered, beginning with #ZWxxxx.

  3. Choose the specific items from your order that you wish to exchange.

  4. Provide required information:

    • Specify an exchange reason.

    • Upload at least two images of the items.

    • Enter your pickup address and preferred date.

    • Choose whether you want an exchange for the same item or for a different size/color.

  5. Review all provided information and finalize your exchange request.

Need Help?

Email us at ziwels.official@gmail.com anytime — we’re always here to help.