Refund policy

Every Duavaa piece is handcrafted in India and quality-checked before dispatch. Slight variations in colour, stone texture and finish are natural to handmade jewellery and are not faults.

Returns and Exchanges

You may request a return or an exchange within 14 days of delivery.

• Email hello@duavaa.com with your order number. Returns and exchanges must be approved before shipping; unapproved parcels cannot be accepted.
• Items must be unworn, in original condition, with packaging, tags and invoice intact.
• Return postage is paid by you. Use a tracked service; the parcel is your responsibility until it reaches us. Exchange replacements are shipped free.
• We confirm the return address with each approved request. Depending on your location, we would get the parcel picked up or provide the nearest return location address.

Approved returns are refunded as store credit, valid on duavaa.com for one year, issued after the piece passes quality inspection. Cash refunds are not offered.

Delivery costs we incurred may be deducted from the credit, including where shipping was free. Original shipping charges are not refunded.

Non-returnable items

• Earrings, and necklace sets with earrings are non-returnable for hygiene reasons. In some cases, can be exchanged with a re-plating fee charged separately.
• Bracelets made to your wrist size
• 18kt gold and rose gold plated pieces. Plating is applied to order and cannot be undone.
• Pre-order pieces, made specifically for you
• Custom, personalised and bespoke pieces
• Sale items
• Gift cards

International orders

Orders shipped to India, the UAE, the US and the UK can be returned or exchanged under this policy. Orders shipped anywhere else are final sale and cannot be returned or exchanged. Faulty, damaged or incorrect items are always covered, wherever they ship.

Custom orders

Custom plating, custom sizing and custom-made pieces are made to your specification and cannot be returned, refunded or exchanged.

• A cancellation requested before dispatch may be accepted at our discretion, with a 60% cancellation fee to cover materials, labour and production time already invested.
• Changes requested after completion are chargeable.

Faulty, damaged or wrong items

A faulty, damaged or incorrect piece is repaired, replaced, or refunded free of charge, postage included. Damage caused after delivery is not a fault and is not covered.

• If a piece arrives damaged, faulty or not what you ordered, email hello@duavaa.com with photos within 48 hours of delivery. We need this to claim against the carrier.
• For a fault that appears later, email us as soon as you notice it.

Not faults:

• Bent earring stems. Posts are made of softer metal by design so they flex rather than snap. Gently straighten them.
• Normal wear: minor scratches, gradual dulling, damage from water, perfume, chemicals or improper storage, lost pieces, or third-party alterations.
• Minor variations in colour, stone texture, size or finish that come with handcrafted production and natural stones.

One-year repair warranty

Every piece also carries a one-year repair warranty covering manufacturing faults and faults in the rhodium and 18kt gold plating under normal wear. Repair first; replacement where repair is not possible. The warranty does not provide a refund or store credit.

Rose gold plating is not covered. It is delicate by nature; we recommend it for occasions rather than daily wear.

To claim, email hello@duavaa.com with your order number and photos.

Refused parcels and address errors

Refused or unclaimed parcels are not always returned to us. Refunds are released when a piece reaches us, so a refused parcel that never comes back cannot be refunded.

Changed your mind in transit? Accept the parcel, then request a return.

The same applies to parcels lost through an incorrect or incomplete address or a PO Box. Customs charges caused by a refusal are yours. A parcel lost through our error or the carrier's is ours to fix.

General

• This policy applies to purchases from duavaa.com only, not to pieces bought from third-party retailers.
• Contact: hello@duavaa.com