Refund policy

Return & Refund Policy

At Shenérae, customer satisfaction is our priority. We strive to ensure a smooth and transparent shopping experience. Please review the following policy to understand our guidelines for returns and refunds.

1. Eligibility for Returns & Refunds

A. Damaged or Defective Products

  • Notify us within 4 hours of receiving your order.
  • Submit an unedited unboxing video clearly showing the damage. This is mandatory for processing your request.
  • Retain your order receipt or payment confirmation.
  • Upon verification, we will issue a full refund or dispatch a replacement.

B. Incorrect Product Received

  • Contact us within 4 hours of delivery.
  • We will promptly send the correct item or process a refund.

Contact Channels
📧 Email: shenerae.official@gmail.com
📱 WhatsApp: +91 8610522096

2. Non-Returnable & Non-Refundable Items

  • Products that are used, worn, or altered.
  • Customized or name-personalized jewelry, unless damaged upon arrival.
  • Sale items are refundable only at the original purchase price, not the current listed price.

3. Return & Refund Procedure

  • Contact us via email or WhatsApp within 4 hours of receiving your order.
  • Provide your order number, a brief description of the issue, and relevant photos or video evidence.
  • Our team will assess your request and confirm eligibility.
  • Approved refunds are processed within 7–10 business days, or a replacement will be dispatched.

4. Shipping Charges

  • For customer-initiated returns (e.g., change of mind), return shipping costs are borne by the customer:
    • ₹300 for Cash on Delivery (COD) orders
    • ₹200 for Prepaid orders (non-damage related)
  • If the error is on our part, we will cover all shipping expenses.

5. Additional Terms

  • All returned items undergo quality inspection before approval.
  • If the requested exchange item is unavailable, we will offer a comparable alternative or store credit.
  • Exchanges for non-damaged items are permitted only for prepaid orders.
  • COD orders are not eligible for exchanges unless the item is defective.

6. Customer Conduct

We value respectful communication. Any form of abusive or inappropriate behavior towards our support team—via phone, messaging, or social media—may result in cancellation of your return or refund request.

7. Payment & Refunds

  • We accept all major online payment methods at Shenerae.com.
  • Refunds are available only for prepaid orders.
  • COD orders are not eligible for refunds to bank accounts or wallets.

8. Contact Information

For any queries regarding returns or refunds:
📧 Email: shenerae.official@gmail.com
📱 WhatsApp: +91 8610522096