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Refund policy

At Alloya, we are committed to providing high-quality demi-fine jewelry. However, we understand that sometimes things don't go as planned. We're here to help and ensure that your experience with Alloya is as smooth and enjoyable as possible. Our Returns and Exchange Policy addresses various order issues including missing orders, defective and damaged products. Please review the policy and listed steps for a smooth returns or exchange process.

Inaccurate Orders

An inaccurate order refers to a product that does not match our website's description, photos, or specifications (e.g., color, size, material, or design). Please note that product color may vary slightly due to photographic lighting sources or your monitor settings. Color variations will not be accepted as a valid reason for returns or exchanges.

What to do:

  • If the product you received does not match the description or photos, please get in touch with us within 3 days of delivery at support@shopalloya.com.

  • Include the order number in the subject line of the email.

  • Take photos of the packaging and any signs of damage to the external box.

  • Please provide a detailed description of the discrepancy, clear photos of the product and a video of the product, the shipping label and its packaging.

  • Once we review and determine the validity of your case, we will offer the following options:
    • Exchange for the correct item(s) OR
    • Process a Credit note if an exchange is not possible or preferred.

Incorrect / Incomplete Orders

An incorrect order occurs when the product you received differs entirely from the one you ordered (e.g., a different style, metal type, or size).

An incomplete order occurs when part or all of your order is missing (e.g., one or more items are missing from the shipment, or only an empty box was delivered)

What to do:

  • If you receive a product different from what you ordered, please get in touch with us within 24 hours of delivery at support@shopalloya.com.

  • Include the order number in the subject line of the email.

  • Take photos of the packaging and any signs of damage to the external box.

  • Please provide a detailed description of the discrepancy, clear photos of the product and a video of the product, the shipping label and its packaging.

  • Once we verify that an incorrect product was shipped, we will offer the following options:
    • Ship the missing/correct item(s) to you as quickly as possible OR
    • Process a Credit note if the correct item(s) is unavailable.

Damaged Orders

What to do:

  • If you discover any damage to the jewelry after unboxing, please report it within 24 hours upon delivery at support@shopalloya.com.

  • Include the order number in the subject line of the email.

  • Take photos of the packaging and any signs of damage to the external box.

  • Please provide a detailed description of the discrepancy, clear photos of the product and video you received, and the shipping label and its packaging.

  • We will assess the damage and provide the following options:
    • Replacement of the damaged item(s) as soon as possible.
    • Process a Credit note if a replacement is not available.

Additional Conditions

  • All Exchanges are strictly subject to inventory availability.

  • All orders are 'Final Sale' and NOT eligible for Exchanges unless above specified.
    Shipping fees are non-refundable, except in cases of incorrect, missing, or damaged orders.
  • All Exchanges are strictly subject to inventory availability.

  • Custom or personalized jewelry (e.g., engraved pieces) cannot be exchanged unless defective. Unless defective, these items are considered final sale.
  • Purchases made on items listed on sale, using discount codes or gift cards, are final. All sales are final; no returns or exchanges will be accepted.

  • Coupon codes cannot be used for exchange orders or store credit notes. Discounts or promotional codes used on a prior purchase will not apply to subsequent exchange orders or store credit.
  • Store credit cannot be used for items that are on sale, and sale items are not eligible for store credit redemption.

  • Products damaged due to customer mishandling, negligence, or wear and tear are not eligible for Exchange.
  • Prices exclude customs duties and shipping charges. Duties and taxes applicable per your country's regulations are the customer's responsibility.

  • We are not responsible for delays due to natural calamities and unavoidable circumstances.
  • No Exchange / Replacements for incorrect addresses.

Exchange Policy - India

  • We ONLY Exchange products and DO NOT Refund in case the customer doesn't like the product(s). An exchange request must be made within 7 days of delivery.

  • Customized orders and items on Sale are NOT ELIGIBLE for Exchange.
  • A product may be exchanged only once throughout the entire ordering process.
  • For Exchange, customers need to bear shipping charges of ₹500/- (PAN India).

Exchange Policy - International

  • International orders are NOT ELIGIBLE for Exchange.

  • Exchanges are only accepted if the order is damaged during transit or the customer receives the wrong product. The request for an exchange must be made according to the appropriate category.

Contact Us

  • If you have any questions or need assistance, please don't hesitate to contact our Customer Service team at support@shopalloya.com.