Shipping Policy

1. Order Processing & Dispatch

All personalized and non-personalized orders are generally processed and dispatched within 2 business days after order confirmation. For personalized products, dispatch timelines begin after the customer approves the final design.

2. Shipping Charges

Silviya offers free standard shipping on orders delivered within India.

If an order is returned due to an incorrect delivery address, repeated unsuccessful delivery attempts or refusal to accept delivery by the customer, actual applicable forward and return shipping charges may be recovered from the customer, subject to applicable laws.

3. Order Tracking

Once an order is shipped, tracking details will be shared through WhatsApp, email or SMS, depending on the communication facilities provided by our logistics partner.

If tracking details are not received due to a technical issue, customers may contact our support team for assistance.

4. Estimated Delivery Time

Orders are generally delivered within 5–7 business days from dispatch. These timelines are estimates and are not guaranteed/promised. Orders are shipped through authorized courier and logistics partners, subject to service availability at the destination. Delivery timelines may vary due to destination restrictions, courier operations, regulatory requirements, public holidays, weather conditions, transportation disruptions, festive seasons, or other circumstances beyond our reasonable control.

Return Policy

1. Return Eligibility

Silviya accepts return requests for eligible Silver Jewellery within 2 days from the date of delivery, provided the product is unused, unworn, and returned with its original security seal, tags, packaging, and accessories intact. Products showing signs of use, damage, alteration, or missing components may not qualify for a change-of-mind return.

The following products are generally not eligible for return or exchange due to a change of mind or personal preference:

• Personalized and customized Silver Coins.
• Non-Personalized Silver Coins.
• Silver Idols.
• Silver Utensils.
• Silver Pendant Yantras.
• Nose Pins and other specified hygiene-sensitive products.

However, this restriction does not apply to products that are defective, damaged, spurious, or incorrect products. For this, un-boxing video is required (Request is also mentioned alongwith shipping lable on packet)

Return Process

To initiate a return or report a product issue, customers may contact:

Email: info@silviya.co
WhatsApp / Customer Support: 9310018573

Customers are requested to provide their order number and unboxing video to help us investigate the concern.

Once a return request is approved, customers must ensure that the product is securely packed with its original invoice, packaging, authenticity certificate, gift items, and other accessories, wherever applicable.

A return-packaging video may also be requested as supporting evidence.

Customers are requested to remain available for the reverse pickup and respond to calls from the pickup partner.

For non-serviceable PIN codes for reverse pickup, customers may be required to send the eligible product to our designated warehouse after receiving return authorization from Silviya.

3. Damaged, Missing, Incorrect or Empty Parcel Claims

Customers must notify Silviya within 24 hours of delivery if they receive:

• A damaged product or package.
• An incorrect product.
• A missing product or component.
• An empty parcel.
• A parcel showing signs of tampering.

Customers are requested to share a complete 360-degree parcel unboxing video, photographs of the outer packaging and the shipping label.

These materials help us investigate claims with our logistics partners.

However, the absence of an unboxing video alone will not automatically invalidate a genuine claim. Each complaint will be assessed based on the available evidence.

4. Quality Inspection

All returned products undergo a quality inspection at our warehouse, which may be conducted under CCTV surveillance.

Refunds for eligible returns will be processed after the returned product reaches our warehouse and successfully passes the applicable quality inspection.

Products showing signs of misuse, unauthorized modification or customer-caused damage may not qualify for a change-of-mind return.

For missing items in a returned shipment, Silviya may adjust the actual value of the missing item against the refund.

REFUND POLICY

1. Refund Eligibility

Refunds are provided for eligible cancellations, approved returns, defective or damaged products, incorrect deliveries and other circumstances where a refund is required under this policy.

All eligible returned products are subject to quality inspection at our warehouse.

2. Refund Processing Time

Once a return is approved and the applicable inspection is completed, the refund will generally be initiated within 5–10 business days.

The actual crediting time may vary depending on the customer's bank, payment gateway or financial institution.

3. Refund Methods

Prepaid Orders: Approved refunds will be credited to the original payment method used during checkout.

COD/ Partial COD Orders: Approved refunds will be processed through UPI (Google Pay, PhonePe or Paytm) or direct bank transfer, subject to customer verification.

Customers may be required to provide accurate bank account or UPI details for processing COD/ PARTIAL COD refunds.

CANCELLATION POLICY

1. Non-Personalized Orders

Customers may request cancellation of non-personalized orders before shipping are eligible for cancellation and will receive a full refund to the original payment method. Once an order has been shipped, cancellation requests may not be accepted. Customers may contact our support team for assistance with any delivery-related issue.

2. Personalized Orders

For personalized orders, customers are requested to carefully review and approve their designs before confirmation. Once the design has been approved, cancellation requests may be subject to the actual design and customization work already undertaken, provided the applicable charges have been clearly disclosed and agreed by the customer.

Silviya may charge ₹500 towards design and processing costs where the design work has already been completed and the customer has agreed to this charge before the work begins.

Once the design has entered the UV printing process, cancellation due to a change of mind will not be accepted.

3. Corporate / Bulk Orders

Any order containing more than 5 silver coins or having an aggregate silver weight exceeding 200 grams shall be classified as a Corporate / Bulk Order.

Due to the market-linked nature of silver prices and the costs involved in procurement, customization, production and order processing, any advance payment made towards a Corporate / Bulk Order may be adjusted against actual losses, expenses and non-recoverable costs incurred by Silviya in connection with the order.

In case of cancellation by the customer, Silviya reserves the right to deduct applicable costs and losses from the advance payment. Any remaining refundable amount, if applicable, shall be processed in accordance with the applicable refund policy.

3. Payment Before Dispatch: Once the customer is notified through email or WhatsApp that the product is ready for dispatch and the outstanding payment has been demanded by Silviya, the customer must complete the required payment within 5 calendar days from the date of such notification. If the demanded payment is not received within this period, Silviya reserves the right to cancel the order without any further delivery obligation. Any advance payment received may be adjusted against applicable costs, expenses and losses incurred in connection with the order, subject to applicable laws.

Once an order has been cancelled, Silviya shall have no further obligation to process or deliver the cancelled order

4. How to Cancel an Order

To request cancellation, customers must contact our customer support team with their order number.

WhatsApp / Customer Support: 9310018573
Email: info@silviya.co

Eligible refunds will be initiated within 5–7 business days of cancellation approval, subject to payment gateway and banking processing timelines.

REPLACEMENT & EXCHANGE POLICY

Silviya offers replacement or exchange facilities on eligible Silver Jewellery.

Customers must raise a replacement or exchange request within 24 hours of delivery, provided the product is unused, and its original security seal and tags remain intact.

Replacement and exchange requests are subject to product availability and quality inspection.

The replacement product will be dispatched after the original product is received and successfully inspected at our warehouse.

Personalized and customized products, God Idols, Utensils, and Yantra Pendants are not eligible for exchange and replacement; however, defective, damaged or incorrect products will be addressed. An unboxing video is required for this.

Required Documents

To avail of any features (return, exchange, buyback, or warranty), you must produce the original invoice (hard/soft copy). Absence of any documents will make the product ineligible for return/exchange/warranty.