Refund Policy

At Scintiller, we stand behind every piece we create. If something isn't right — whether it's a defect, a fulfilment error, or simply a change of heart — we'll work with you to make it right.

This policy applies to all orders placed directly on scintiller.in. Returns initiated through third-party marketplaces are subject to those platforms' own policies.

To be accepted for a return, items must meet all of the following conditions:

• Returned within 5 days of the delivery date as recorded by our courier partner
• Unworn and unused — no signs of use, scent, or skin contact
• In original condition with all packaging: jewellery box, satin pouch, and care card
• All original tags and labels intact and unremoved
• Accompanied by proof of purchase (order confirmation email or order ID)

Items that arrive damaged, defective, or different from what you ordered are eligible for a full refund or exchange regardless of the above conditions. Please refer to the Defective Items section below.

The following cannot be returned or exchanged, unless they arrive defective:

• Personalised or engraved items (custom name, monogram, or bespoke sizing)
• Items purchased during final sale, clearance, or marked as non-returnable at time of purchase
• Gift cards and digital vouchers
• Items returned after the 5-day window
• Items that show visible signs of wear, damage caused by the customer, or exposure to chemicals
• Items returned without original packaging or proof of purchase

If you're unsure whether your item is eligible before initiating a return, contact us — we'd rather clarify upfront than have a return rejected.

The return process is straightforward. Please follow these steps in order:

Refunds are initiated within 1–2 business days of receiving and approving the returned item. From that point, the time for funds to appear in your account depends on your payment method:

Refunds are always returned to the original payment method. We are unable to redirect refunds to a different account or payment instrument.

If you receive an item that is defective, damaged in transit, or different from what you ordered, we will resolve it at no cost to you — no questions asked.

• Report the issue within 48 hours of delivery by emailing [email protected] with photos of the item and packaging
• We will arrange a free pickup from your address — you do not need to visit any courier facility
• You may choose between a full refund to the original payment method or an exchange for the same item (if in stock) or a store credit
• Replacement items are dispatched within 2 business days of the returned item clearing inspection

Damage caused by accident, misuse, improper storage, or exposure to harsh chemicals is not covered under this provision — please refer to our Warranty Policy and Care Guide for more information.

You have a 2-hour window after placing an order to request a cancellation. After this period, orders enter processing and cannot be cancelled.

To cancel within the window, contact us immediately via WhatsApp for the fastest response — WhatsApp messages are typically seen within minutes during business hours (Mon–Sat, 10am–7pm IST).

If an order is successfully cancelled before dispatch, your refund will be issued to the original payment method within 3–5 business days. Prepaid orders cancelled after dispatch are treated as returns — please follow the return process above once the item is delivered.

We offer exchanges on eligible items within the 7-day return window, subject to stock availability. If you'd like a different size, colour, or piece entirely, here's how it works:

• Initiate an exchange the same way as a return — email us with your order ID and what you'd like instead
• If the replacement item is of equal value, there is no additional charge
• If the replacement is of higher value, you will be asked to pay the difference before dispatch
• If the replacement is of lower value, the difference will be refunded to your original payment method
• Exchanges are subject to the same eligibility conditions as returns (unworn, original packaging, within 7 days)

Exchange items are dispatched within 2 business days of receiving and approving your return.

Return shipping costs are handled as follows:

• Defective, damaged, or incorrect items: We arrange and cover return shipping entirely. A free pickup will be scheduled at your convenience.
• Change of mind returns: Return shipping costs are the customer's responsibility. We recommend using a tracked and insured courier as we cannot be held liable for items lost or damaged during return transit.

For all return and refund queries, you can reach us through:

• Email: [email protected] — responses within 1 business day
• WhatsApp: +91 91565 74767 — fastest response, Mon–Sat 10am–7pm IST
• Contact Form: scintiller.in/contact

If your concern is not resolved to your satisfaction, please escalate by emailing [email protected] with "Escalation" in the subject line and we will personally review your case within 24 hours.

Scintiller reserves the right to amend this policy at any time. Changes will be reflected on this page with an updated date. Policies in effect at the time of your order apply to that purchase.