Refund policy

We want you to love every piece you bring home. If something isn’t right, we offer exchanges within 7 days of delivery. We do not offer refunds on delivered orders.

Exchanges
A piece can be exchanged if:
- it was a ready-to-ship piece
- it is unworn and unused, in its original box and packaging, with tags intact
- you write to us within 7 days of delivery
- you have an unboxing video of the parcel being opened

These pieces cannot be exchanged:
- customised or made-to-order pieces
- repurposed pieces, made from your own jewellery
- pieces that have been resized or altered
- pieces that have been worn, used or damaged after delivery

Each Johri piece is handcrafted and many are made in small numbers, so an exchange depends on what is available at the time.

How to request an exchange
Email us at connect@johrihouse.com or WhatsApp us on +91 9867463513 with:
- your order number
- a line about what didn’t work for you
- a few photographs of the piece
- your unboxing video
We’ll get back to you within 2 working days with the next steps.

Shipping the piece back
Return shipping is paid by you. Please send the piece through a tracked courier and keep the receipt until we confirm it has reached us.
Once the piece is back with us and we have checked it, we’ll send out your new one. If the new piece costs more, you pay the difference. If it costs less, we keep the balance as store credit for your next order.

Damaged or incorrect items
If your piece arrives damaged, is not as described on our website, or is something other than what you ordered, WhatsApp or email us within 7 days of delivery with photographs and your unboxing video. We’ll arrange the return at our cost and send you a replacement. If a replacement isn’t available, we’ll refund the full amount to your original payment method.

Exchanges from outside India
Sending a piece back from abroad is costly. Import duties on jewellery coming into India are high, and these, along with courier costs, would be paid by you. 
So here is our honest suggestion: keep the piece with you until you, or family or friends, are next travelling to India. Once it’s in India, it can be sent to us from any Indian address, and your new piece can be delivered to any Indian address free of charge.
If you would still like to post it internationally, please write to us first so we can work out the best way. Your exchange follows once the piece reaches us and we have checked it.

Cancellations
You can cancel an order any time before it is dispatched, and we’ll refund the full amount to your original payment method within 2 weeks.
Once an order has been dispatched, it cannot be cancelled.
Customised and made-to-order pieces cannot be cancelled once work on them has begun.

Repairs and repolishing
We offer repolishing and repairs at a cost. Write to us with photographs of the piece and we’ll send you an estimate. Shipping to and from us is paid by you.

Grievance officer
If you have a complaint about your order, please contact our grievance officer:
Customer Care Team, Johri House
Email: connect@johrihouse.com
WhatsApp: +91 9867463513
We’ll acknowledge your complaint within 48 hours and resolve it as soon as possible.