Refund Policy — Luxe Glanz Aura

1. Overview

Luxe Glanz Aura's website works as a catalog — you browse our collection online, and place your order directly with our team over WhatsApp. This Refund Policy explains when and how we issue refunds for orders placed this way. It should be read together with our Terms & Conditions and Shipping Policy.

Every order is protected by our Open Box Delivery Policy — please inspect your jewellery at the time of delivery, before accepting the parcel. Beyond that, a refund is issued in two further situations: (1) you cancel your order before it has been shipped, or (2) the parcel is refused, undelivered, or sent back to us by the courier (RTO).

Since orders are paid for via UPI or bank transfer arranged on WhatsApp, refunds are sent back to the same UPI ID or bank account you paid from. We do not issue cash refunds or store credit unless explicitly offered to you in writing.

2. Open Box Delivery Policy

Because jewellery is high-value and easily affected in transit, every order qualifies for Open Box Delivery. This means you can check your product right at your doorstep, before accepting it from our delivery partner.

Please open and inspect the package in front of the delivery person at the time of delivery.
We strongly recommend recording a short unboxing video, without any cuts or edits, showing the sealed package being opened — this helps us resolve any issue quickly if something is wrong.
If the product is damaged, defective, tampered with, or different from what you ordered, please refuse the parcel at the doorstep, or message us on WhatsApp (the same chat where you placed your order) within 24 hours of delivery with the unboxing video and photos. You can also email shivangi.a735@gmail.com.
Once you have inspected and accepted the parcel as correct, the order is considered final — see What Is Not Refundable below.
Valid open-box claims are resolved via replacement, repair, or refund, at our discretion, once the returned item is received and verified by our team.

3. Payment Method

We currently accept payment via UPI or bank transfer only. Our team shares payment details directly with you on WhatsApp once your order is confirmed — we do not process payments through the website, and we never ask for your card, net-banking or UPI PIN.

Only pay using the UPI ID or bank account details shared from our official WhatsApp number. If you're ever unsure whether a payment request is genuinely from us, please double-check on WhatsApp before paying.

4. Refunds for Orders Cancelled Before Shipping

You may cancel your order any time before it is dispatched by messaging us on WhatsApp. Once an order has been shipped, it cannot be cancelled.

If payment has already been made and the order is cancelled before dispatch, we refund the full amount to the same UPI ID or bank account you paid from, typically within 5–7 business days.
If we need to cancel your order on our end (for example due to stock unavailability or a pricing error), you will be notified on WhatsApp and refunded in full using the same process.

5. Refunds for Rejected, Undelivered or Returned Parcels

If a parcel is refused at the door, could not be delivered after repeated attempts, or is sent back to us by the courier (RTO — Return to Origin), we'll let you know on WhatsApp once it's confirmed back with us. The following refund rules apply:

Shipping charges are never refunded. The refund amount is calculated as your order total minus the shipping charges confirmed at the time of order.
The refund is credited to the same UPI ID or bank account you paid from, within 5–7 business days of the parcel being confirmed back with us.
Repeated rejection of deliveries may result in us requiring advance payment for future orders.

6. Paid but Order Not Confirmed?

Since payments are made directly via UPI or bank transfer, please always share your payment screenshot or UTR/reference number with us on WhatsApp right after paying. If you've paid but haven't received confirmation within a reasonable time, message us on WhatsApp with your payment proof and we'll confirm your order or process a refund within 5–7 business days.

7. What Is Not Refundable

Items accepted at delivery under our Open Box Delivery Policy (i.e. inspected and not reported as damaged, defective or incorrect at the time of delivery) are final — we do not offer a returns or refund process afterwards
Orders that have already been shipped cannot be cancelled for a refund; you may only cancel before dispatch
Shipping charges are never refunded, even when the item value is refunded for a rejected or undelivered parcel

8. Refund Method & Timelines (Summary)

Valid open-box claim (damaged/wrong item reported at delivery): replacement, repair, or refund via UPI/bank transfer, once item is received back and verified
Order cancelled before dispatch (payment already made): full refund via UPI/bank transfer, 5–7 business days
Rejected / undelivered / RTO parcel: item value only (excludes shipping), refunded via UPI/bank transfer, 5–7 business days after parcel confirmed back with us
Paid but order not confirmed: confirmed or refunded via UPI/bank transfer, 5–7 business days after you report it on WhatsApp

All timelines are business days counted from the date the refund is initiated on our side, and exclude any additional time your bank or UPI app may take to reflect the credit.

9. Contact Us

For any questions about a refund, or to check the status of one already in progress, message us on WhatsApp (the same chat where you placed your order), or reach us here:

WhatsApp: Chat with us
Email: shivangi.a735@gmail.com
Address: Luxe Glanz Aura, Vijaya Apartment, Ahinsa Khand - 2, Indirapuram, Ghaziabad, Uttar Pradesh 201014