Refund & Exchange Policy

You may be eligible for a return or replacement under the following circumstances:

• Incorrect product delivered
• Damaged product delivered
• Missing product
• Product tarnishing (within the warranty period)

Please note, returns based on personal preference or dislike are not accepted. This policy is in place to uphold the highest hygiene standards, as jewellery items come in direct contact with the skin. We encourage all customers to review product details carefully before placing an order.

• For incorrect, damaged, or missing products, requests must be raised within 7 days of delivery.
• For tarnishing issues, requests can be raised within 90 days of delivery under our tarnish guarantee.

Every Sheens product is protected by a 90-day Tarnish Guarantee. Under this guarantee:

• We replace the product with the same design.
• If the same design is unavailable, you may select an alternate product of similar value.
• A ₹150 processing fee applies to replacements issued under the tarnish guarantee.

Replacement against tarnishing can be availed only once per order. If there are multiple items in the same order that require replacement due to tarnishing, all such requests must be submitted together in a single claim. Subsequent requests for the same order will not be eligible under the 90-day Tarnish Guarantee.

Exceptions: Products showing signs of intentional or accidental damage — such as breakage, scratches, dents, loss of stones, or deformities caused by mishandling — will not be eligible for a 90-day tarnish replacement. The guarantee strictly covers tarnishing only.

To process any claim related to an incorrect, missing, or damaged product, a clear and complete unboxing video is mandatory.

We request all our buyers to record an unboxing video for every order, even if you are a repeat customer of Sheens. This helps us ensure a fair and transparent process for everyone and protects genuine buyers in case of any courier or packaging issues.

Please ensure the video meets the following criteria:

• The video must be uncut and unedited.
• It must begin before opening the full delivered package (not just the product box).
• The entire package must be clearly visible throughout the video.

All submitted videos are manually reviewed by our backend team to verify claim authenticity.

Please note: Any attempt to fake or manipulate an unboxing video (including repacking, resealing, staging the package, or presenting a previously opened parcel as new) will result in an immediate rejection of the replacement claim. Such actions will also be considered a violation of all product-related warranties offered by Sheens.

• For tarnish replacements, dispatch is arranged within 3 working days of verification (subject to availability).
• For incorrect, damaged, or missing products, replacements are shipped once verification is complete.
• Refunds, where applicable, are processed within 3–5 working days after the product reaches our facility and passes quality checks.

If an order is rejected or not accepted at the time of delivery (including failure to answer calls or attempts made by the delivery partner), a reverse shipping fee of ₹150 will be deducted from any applicable refund amount. This charge covers the logistics and handling expenses incurred during the return transit. Customers can also opt for a reshipment for a reshipping fee of ₹150.

The reverse shipping fee and the reshipment fee shall be waived upon request only if no legitimate delivery attempt was made by the courier, and the same is reported to us within 3 working days of the last delivery attempt on our tracking portal.

• Cancellations: Orders cannot be cancelled once placed.
• COD orders: If Cash on Delivery orders are not accepted at delivery, any partial payment made will not be refundable.
• Shipping: All shipping costs associated with approved returns or exchanges are borne by Sheens.
• Support: For assistance, please write to us at care@sheens.in.

To maintain fairness and ensure genuine claims, all unboxing videos submitted for damaged, missing, or incorrect product requests are manually reviewed by our backend team. This process allows us to verify each claim with complete accuracy.

Please note that only original, uncut, and unedited videos are accepted. Any tampering, re-recording, or partial clips will lead to claim rejection. This measure is in place to protect our genuine customers and help us prioritise authentic cases efficiently.

At Sheens, we value honesty and transparency, and this review process ensures that every customer receives fair and consistent support.

We’re committed to delivering products that meet the highest standards of quality and hygiene. Every feedback and claim helps us refine our process and serve you better.

Thank you for choosing Sheens — where every piece is made to last, and every experience matters.