Returns & refunds

Last updated 13 September 2026

Every Sivo piece is checked before it leaves us. If yours arrives damaged, turns out to be faulty, or isn’t what you ordered, we’ll put it right.

Damaged in transit or wrong pieces

If your order arrives damaged, or you received the wrong item, email wear.sivo@gmail.com within 7 days of delivery with:

• your order number;
• photos of the piece and the packaging; and
• an unboxing video — one continuous, unedited recording that starts before the sealed parcel is opened and shows the piece being taken out.

Once we’ve reviewed your claim we’ll replace the piece at no cost to you. If a replacement isn’t available, we’ll refund you in full. Where we need the original piece back, we’ll arrange the pickup and cover the cost.

The 7-day window and the unboxing video are how we verify damage that happened in transit, so please record one when you open your parcel. If you can’t provide one, write to us anyway — we’ll look at whatever evidence you have.

Manufacturing defects

If a piece turns out to be defective or not as described — a fault in the silver, stone setting, clasp or finish that isn’t caused by use — tell us as soon as you notice it, even if that’s after the first 7 days. We’ll assess it and, where the fault is ours, repair, replace or refund the piece. An unboxing video isn’t required for these claims.

What we can’t accept

We don’t accept returns or exchanges for change of mind, fit, size or style preference. We also can’t accept claims for:

• damage in transit reported more than 7 days after delivery;
• normal wear, including gradual fading of plating over time;
• damage from contact with water, perfume, chemicals or from not following our jewellery care guide;
• pieces that have been altered, resized or repaired by someone else; or
• lost pieces, clasps or charms after delivery.

None of this limits your rights under the Consumer Protection Act, 2019, including for defective, deficient or misdescribed goods.

Cancelling an order

• Before dispatch: email us with your order number and we’ll cancel it and refund you in full.
• After dispatch: the order can no longer be cancelled.
• Personalised and custom pieces can be cancelled only until we begin making them, because they can’t be sold to anyone else.

If we have to cancel your order — for example, because a piece is out of stock — we’ll tell you and refund you in full.

How refunds are paid

Approved refunds go back to your original payment method (card, UPI, net banking or wallet) and are initiated within 2 business days of approval. Depending on your bank, it can take a further 5–7 business days for the money to show in your account. We don’t issue refunds in cash.

Grievance officer

If you have a complaint about an order, a product or how we handle your information, write to our grievance officer. We acknowledge every complaint within 48 hours with a complaint reference number — quote it in any follow-up to check on its status — and resolve it within one month of receiving it.