Return & Shipping Policy

Refund, Return & Cancellation Policy

 

At Donara, customer satisfaction is our top priority. We carefully inspect every product before dispatch to ensure you receive the best quality. As we offer both fashion jewellery and personalized/customized jewellery, our return and refund policy differs based on the type of product purchased.

By placing an order on https://donara.in, you agree to the terms outlined below.

1. Shipping Policy

  • Orders are usually processed within 1–3 business days.

  • Estimated delivery time is 3–7 business days, depending on your location.

  • Delivery timelines may vary during festivals, public holidays, or due to unforeseen courier delays.

  • We offer both Prepaid and Cash on Delivery (COD) payment options where available.

  • Customers are requested to provide a complete and accurate shipping address, including house number, landmark, and contact number, to avoid delivery issues.

2. Order Cancellation Policy

Orders can only be cancelled before they are shipped.

Once an order has been dispatched or a personalized/customized product has entered the production process, cancellation requests cannot be accepted.

Approved refunds for cancelled prepaid orders will be processed to the original payment method within 5–10 business days.

3. Return Policy for Standard Jewellery

For non-customized jewellery, Donara offers an easy return or replacement under the following conditions:

  • Return or replacement requests must be raised within 48 hours of delivery.

  • The product must be unused, unworn, and in its original packaging with all tags intact.

  • Products showing signs of use, damage caused after delivery, or missing accessories will not be eligible for return or refund.

After receiving the returned product, our quality inspection team will verify its condition. Once approved, the refund, replacement, or store credit will be processed.

4. Return Policy for Personalized & Customized Jewellery

Personalized products are specially handcrafted according to the information provided by the customer, including names, initials, photos, messages, engravings, or custom designs.

Therefore, personalized or customized products are non-returnable, non-refundable, and non-exchangeable, except in the following cases:

  • Wrong product delivered by Donara.

  • Incorrect customization due to our error.

  • Product received in damaged condition.

  • Manufacturing defect.

Requests are subject to verification by our support team.

5. Damaged, Defective or Wrong Product

If you receive a damaged, defective, missing, or incorrect product, please contact us within 24 hours of delivery.

To process your request, please provide:

  • Order ID

  • Complete unboxing video (without cuts or edits)

  • Clear photographs of the product

  • Images of the outer packaging

  • Brief description of the issue

The unboxing video must:

  • Clearly display the shipping label and Order ID.

  • Show the package being opened from the beginning.

  • Be continuous without pauses or edits.

  • Clearly display the product and its condition.

Claims submitted without a proper unboxing video may not be approved.

6. Customer Responsibility

Customers are responsible for providing:

  • Correct name spelling

  • Accurate personalization details

  • High-quality images

  • Correct shipping address

  • Valid contact information

Donara shall not be responsible for issues resulting from:

  • Incorrect information submitted by the customer.

  • Low-resolution or blurry images.

  • Incorrect personalization requests.

  • Delivery delays caused by incorrect address or unavailable recipient.

Such cases will not be eligible for refund or replacement.

7. Refund Policy

Once a claim is approved, Donara may provide one of the following solutions depending on the nature of the issue:

  • Free Replacement

  • Full Refund

  • Partial Refund

  • Store Credit

  • Discount Coupon

Refunds, where applicable, will be processed within 5–10 business days through the original payment method.

COD order refunds, if approved, will be processed through bank transfer or any other mutually agreed method.

8. Non-Returnable Items

The following items are not eligible for return or refund:

  • Personalized Jewellery

  • Customized Gifts

  • Engraved Products

  • Name Jewellery

  • Gift Cards (if applicable)

  • Products damaged due to misuse, negligence, or improper handling after delivery.

9. Return Shipping

If the return is due to an error made by Donara (wrong product, damaged item, or manufacturing defect), we will arrange a replacement or appropriate resolution at no additional cost.

For returns requested for any other eligible reason, customers may be required to self-ship the product unless otherwise communicated by our support team.

Returned products must be securely packed to avoid transit damage.

10. Delivery Refusal

If a customer refuses delivery or provides an incorrect address resulting in return of the shipment, shipping charges and handling charges, if any, may be deducted before processing any eligible refund.

Personalized products will not be eligible for refund in such situations.

11. Force Majeure

Donara shall not be liable for delays or failure in delivery caused by events beyond our reasonable control, including natural disasters, government restrictions, strikes, transportation disruptions, pandemics, or other unforeseen circumstances.

12. Changes to This Policy

Donara reserves the right to update or modify this Refund, Return & Cancellation Policy at any time without prior notice.

The latest version will always be available on our website.

13. Contact Us

For any questions regarding returns, refunds, replacements, cancellations, or order-related concerns, please contact us:

Donara

🌐 Website: https://donara.in

📧 Email: donaragift@gmail.com

📱 WhatsApp: +91 92576 55962

Customer Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)

Our customer support team will review your request and respond as quickly as possible.