Refund policy

Last updated 13 September 2026

Every Sivo piece is checked before it leaves us. If yours arrives damaged, faulty or not what you ordered, we’ll put it right.

Damaged, faulty or wrong pieces

If your order arrives damaged or defective, 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.

Without an unboxing video we may not be able to verify damage in transit, so please record one when you open your parcel.

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 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 affects your rights under the Consumer Protection Act, 2019.

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 and aim to resolve it within one month of receiving it.

Shivani Chiluka, Grievance Officer, Sivo
3-4-526/9, Barkatpura Main Road, Kachi Guda
Hyderabad, Telangana 500027, India
wear.sivo@gmail.com