Refund policy
# Returns, Exchanges & Refunds
**Last updated:** 17 May 2026
We want you to love every House of Kyra piece. If something isn't right, here's our promise: a clear, fair, and quick resolution.
---
## 1. Our policy at a glance
- **Returns window:** 7 days from delivery date
- **Exchange window:** 14 days from delivery date
- **Lifetime exchange:** Available against new purchases (see Section 6)
- **Refund timeline:** 5–7 business days after we receive the returned item
---
## 2. What can be returned
Most items can be returned if they meet **all** of these conditions:
- Returned within **7 days** of delivery
- In **original, unworn, undamaged** condition
- With the **original packaging, gift box, care card, and authenticity slip**
- With the **invoice** included
---
## 3. What cannot be returned
For hygiene, safety, and customisation reasons, the following are **non-returnable**:
- **Earrings** of any kind (hygiene reasons)
- **Customised, engraved, or personalised pieces**
- **Bridal and made-to-order pieces**
- Items marked **"Final Sale"** or **"Non-returnable"** on the product page
- Items received without original packaging or authenticity slip
- Items showing signs of wear, damage, or alteration
---
## 4. How to initiate a return
1. Email us at **houseofkyraofficial@gmail.com** within 7 days of delivery, with:
- Your order number
- The item(s) you wish to return
- The reason for return
- Photos of the item in its current condition
2. We'll respond within **24–48 hours** with return shipping instructions.
3. Pack the item securely in its original packaging. We recommend keeping a copy of the courier receipt.
4. We'll inspect the returned item within **2 business days** of receipt and notify you of the outcome.
---
## 5. Return shipping costs
- **If the return is due to our error** (wrong item, damaged on arrival, defective): We cover return shipping. We'll arrange a reverse pickup at no cost.
- **If the return is for any other reason** (change of mind, size mismatch, didn't like it): You cover return shipping. We recommend a tracked courier.
---
## 6. Lifetime exchange
We believe in jewellery that grows with you. Against any new House of Kyra purchase, you can exchange an older piece you bought from us for **80% of its original value** as store credit, regardless of how old it is. Conditions:
- Original invoice required
- Piece must be in usable condition (light wear is fine; damage is not)
- Store credit is valid for 12 months
- Cannot be combined with promotional discounts
This is our way of making sure your silver story keeps unfolding.
---
## 7. Refunds
**Refund methods:**
- **Prepaid orders:** Refunded to your original payment method
- **Cash on Delivery orders:** Refunded as store credit, OR to a bank account you provide
**Timeline:**
- We process refunds within **5 business days** of receiving the returned item
- Bank credit typically takes an additional **2–5 business days** depending on your bank
**Deductions from refunds:**
- Original shipping charges (₹99 for sub-₹1,500 orders) are non-refundable
- COD handling fees are non-refundable
- If the item is returned damaged or with missing components, a deduction may apply (we'll communicate this before processing)
---
## 8. Exchanges
We're happy to exchange any returnable item for:
- A different size (subject to availability)
- A different piece of equal or greater value (you'll pay the difference)
Exchange shipping is **free both ways** for the first exchange per order. Subsequent exchanges on the same order are charged at standard rates.
---
## 9. Defective or wrong items
If you receive a piece that is defective, damaged on arrival, or different from what you ordered:
- Contact us within **48 hours** of delivery with photos
- We'll arrange free reverse pickup
- You'll get a full refund OR a replacement (your choice)
We don't ask you to bear any cost when the fault is ours.
---
## 10. Authenticity & repairs
All House of Kyra pieces are 92.5 sterling silver and BIS hallmarked. If you ever suspect a quality issue:
- Bring your authenticity slip and the piece
- Email **houseofkyraofficial@gmail.com** with photos and a description
- We'll inspect and repair, replace, or refund free of charge if the fault is ours
**Out-of-warranty repairs** (accidental damage, normal wear) are available at cost.
---
## 11. Contact
**Returns & Exchanges:** houseofkyraofficial@gmail.com
**Quality concerns:** houseofkyraofficial@gmail.com
**General:** houseofkyraofficial@gmail.com
**Phone:** +91 9392828743
**Hours:** Monday–Saturday, 10:00 AM – 7:00 PM IST