Refund policy

Refund, Return & Cancellation Policy

Brand: Auvyam
Website: https://auvyam.com
Effective Date: 13 November 2026

At Auvyam, customer satisfaction is important to us. We take great care in selecting, inspecting, packaging and delivering our crystals, gemstones, crystal jewellery and spiritual accessories.

We understand that sometimes an order may not meet your expectations or may arrive damaged. This Refund, Return & Cancellation Policy explains how we handle such situations.

By placing an order on auvyam.com, you agree to the terms outlined below, subject to your rights under applicable consumer protection laws.

1. Return Eligibility

We accept return requests under the following conditions:

  • The return request is submitted within 7 calendar days of delivery for eligible change-of-mind returns.

  • The product is unused, unworn, unaltered and in its original condition.

  • The product is returned with its original packaging, tags, accessories and any accompanying certificates, where applicable.

  • The product has not been damaged due to improper handling, misuse or negligence after delivery.

Products showing signs of use, physical alteration or customer-inflicted damage may not qualify for a change-of-mind return.

The 7-day change-of-mind period does not restrict your legal rights concerning defective, damaged, incorrect, spurious or materially misdescribed products.

2. Damaged, Defective or Incorrect Products

We sincerely apologise if you receive a product that is damaged, defective or different from what you ordered.

You may request a replacement or refund in the following situations:

  • The product arrives physically damaged.

  • You receive a different product from the one ordered.

  • The product has a manufacturing or quality defect.

  • The product is missing essential components or accessories advertised with it.

  • The product is materially different from its description or advertised specifications.

What you need to do:

Please contact our customer support team, preferably within 48 hours of delivery, and share:

  1. Your order ID.

  2. Clear photographs of the product.

  3. Photographs of the outer packaging and shipping label.

  4. An unboxing video, if available.

An unboxing video is helpful for investigating shipping damage, but the absence of one will not automatically invalidate an otherwise legitimate claim.

After reviewing the complaint, we will arrange an appropriate replacement or refund. Auvyam will bear applicable return shipping costs for products confirmed to be damaged, defective or incorrectly supplied.

3. Change-of-Mind Returns

We understand that customers may sometimes change their minds after placing an order.

Eligible products may be returned within 7 calendar days of delivery, provided that:

  • The product is unused and in its original condition.

  • Original packaging and accessories are included.

  • The product is suitable for resale.

For approved change-of-mind returns, the customer will be responsible for the return shipping charges.

Certain products, including personalised, customised or made-to-order products, may not qualify for change-of-mind returns.

These exclusions do not apply to legitimate claims involving defective, damaged, incorrect or materially misdescribed products.

4. Products Not Eligible for Change-of-Mind Returns

The following products are generally not eligible for change-of-mind returns:

  • Personalised or customised products.

  • Made-to-order products.

  • Gift cards and digital products.

  • Hygiene-sensitive products where the original protective seal has been opened.

  • Products that have been used, worn, altered or damaged after delivery.

  • Products specifically identified as non-returnable on their product pages.

Nothing in this section limits any rights available to customers under applicable consumer protection laws.

5. Natural Crystals and Gemstone Variations

Auvyam offers natural crystals, gemstones and mineral-based products.

Natural stones are unique creations of nature. Therefore, slight variations may occur in:

  • Colour and colour intensity.

  • Shape and size.

  • Texture and surface patterns.

  • Natural inclusions and internal formations.

  • Transparency and clarity.

  • Bead patterns and individual stone characteristics.

These natural variations are not considered defects, provided the product remains consistent with its advertised description and specifications.

Product photographs are representative of the item or product type. Actual colours may also appear slightly different depending on lighting conditions and individual screen settings.

However, products that materially differ from their advertised description or specifications remain eligible for appropriate resolution.

6. Order Cancellation

Customers may request cancellation of their orders before the order has been dispatched.

To request cancellation, contact our customer support team immediately with your order ID.

  • Before dispatch: Eligible orders can be cancelled, and payments already received will be refunded.

  • After dispatch: The order cannot ordinarily be cancelled through the pre-dispatch cancellation process. Customers may contact us regarding an eligible return after delivery.

  • Already delivered: The applicable return policy will apply.

Auvyam will not impose cancellation charges on customers unless permitted under applicable laws.

7. Refund Process

Once your return request has been approved and the returned product has been received and inspected, we will initiate the refund.

Refunds will generally be processed using the original payment method wherever possible.

For eligible Cash on Delivery orders, refunds may be issued through a verified bank account or UPI details provided by the customer.

Auvyam aims to initiate approved refunds within 5–7 business days after approval and completion of the applicable return verification process.

The time taken for the refunded amount to reflect in your account may vary depending on your bank, card issuer or payment service provider.

We will notify you once the refund has been initiated.

8. Replacement Policy

Where a product is damaged, defective or incorrectly supplied, customers may request a replacement, subject to product availability.

If the same product is unavailable, we will discuss an alternative resolution, including a refund.

We will not force customers to accept store credit in place of an otherwise applicable refund.

9. Missing or Undelivered Orders

If your order has not arrived within the estimated delivery period stated at checkout or in your order confirmation, please contact us.

We will coordinate with the relevant courier partner to investigate the shipment.

If an order is confirmed lost or cannot be delivered, we will provide an appropriate resolution, including a replacement or refund, as applicable.

Customers should contact us promptly if an order is marked as delivered but has not been received.

10. Return Shipping

For approved returns:

  • Damaged, defective or incorrect products: Auvyam will bear the applicable return shipping costs.

  • Eligible change-of-mind returns: The customer will bear the return shipping costs.

  • Products must be securely packed to prevent damage during transit.

  • Returns should be sent using the return instructions provided by our support team.

Please do not send any product back without first contacting our customer support team and obtaining return instructions.

11. Refund Exceptions

A refund request may be declined for a change-of-mind return if:

  • The product has been used, worn or altered.

  • The product has been damaged after delivery due to customer handling.

  • The return request falls outside the applicable return window.

  • Original accessories or packaging required for the approved return are missing.

These exceptions do not override any refund or return entitlement under applicable consumer protection laws.

12. Customer Support

For questions regarding refunds, returns, replacements or cancellations, please contact us:

Brand: Auvyam
Website: https://auvyam.com
Email: info@auvyam.com
Phone / WhatsApp: +918668990861
Business Address: 707, 86, Central by Crystal, Andheri Ghatkopar Link Rd, Gangawadi, Ghatkopar West, Mumbai, Maharashtra 400086

Please include your order ID in all communications to help us resolve your request efficiently.

13. Grievance Redressal

For unresolved customer complaints, you may contact our designated Grievance Officer:

Grievance Officer: Mukund
Designation: Grievance Officer
Email: info@auvyam.com
Contact Number: +918668990861

We will acknowledge consumer complaints within 48 hours and endeavour to resolve them within the period prescribed under applicable law.

14. Policy Updates

Auvyam reserves the right to update or modify this policy from time to time to reflect changes in business practices, services or applicable laws.

Any updated policy will be published on this page with the revised effective date.

Customers are encouraged to review this page periodically.

15. Contact Us

Your trust matters to us. We are committed to providing a transparent shopping experience and resolving genuine customer concerns fairly.

Thank you for shopping with Auvyam.

Discover the beauty of nature, one crystal at a time.

Auvyam – Naturally Unique. Always Meaningful.