RETURN, REFUND & REPLACEMENT POLICY

POLICY OBJECTIVE

All returns are handled by Sapphire Rose India, and the policy is governed under the applicable laws of India. Any disputes shall be subject to the jurisdiction of the courts in Kolkata, West Bengal.

To ensure customer satisfaction while maintaining operational prudence, Sapphire Rose offers a structured Return and Refund Policy that balances the bespoke nature of our handcrafted products with reasonable support for eligible returns, refunds and replacements.

ELIGIBILITY FOR RETURNS

• Made-to-order décor
• Items marked as "Final Sale"
• Fragile items (glass/ceramic/wood) unless received damaged
• All returns are subject to quality check & approval post receipt at warehouse

HOW TO REQUEST A RETURN

To initiate a return, follow these steps:

• Email us at support@sapphirerose.in within 7 days of delivery
• Mention Order ID, Item details and reason for return
• Attach photographs of the item and packaging condition
• Await email confirmation with return shipping instructions

Return shipping cost is borne by the customer unless the product is defective, damaged, or wrongly shipped.

DAMAGED OR INCORRECT ITEMS

All return or refund claims for damaged or defective deliveries will be assessed in alignment with transit insurance protocols. Customers are requested to retain outer packaging and share photos of the item, carton, and shipping label within 48 hours for claim verification.

REFUND PROCESS

For high-value orders, additional documentation or verification (such as photo ID, unboxing video, etc.) may be requested during return initiation or refund processing.

NON-RETURNABLE/NON-REFUNDABLE ITEMS

• Made-to-order/custom-designed décor
• Discounted or promotional items
• Personalized engraving/textile printing
• Fragile items not damaged in transit

RETURN SHIPPING LOGISTIC

In case of non-delivery due to an incorrect address or recipient unavailability, the product will be returned to our warehouse (RTO). Reshipping charges will apply, and refund/store credit will be processed only after deducting applicable logistic costs.

INSURANCE & RISK MITIGATION

Claims initiated by Sapphire Rose with insurers upon customer's valid report and evidence.

DOCUMENTATION FOR REFUND COMPLIANCE

Especially for international customers, the following documentation may be required:

• Copy of Commercial Invoice
• Bank Realization Certificate (for refund of foreign exchange)
• Proof of Payment (Credit Card, UPI, etc.)
• Refund Undertaking (if store credit is rejected)

CUSTOMER ASSISTANCE

All return/refund issues are logged and tracked.