Refund policy

 

 

Effective Date: January 2026

This Cancellation and Refund Policy (“Policy”) applies to all purchases made through the MAESTRA website. By placing an order with us, you agree to the terms outlined below. As a premium fashion jewellery brand, we maintain strict quality control to ensure excellence in every piece.

 

1. ORDER CANCELLATION

1.1 Before Shipment

  • Customers may cancel their order before it has been shipped by contacting our customer service team via email at care.maestrajewellery@gmail.com or via our official WhatsApp support +91 91371 59812 (Monday to Saturday, 10 AM to 6 PM)
  • A full refund will be issued to the original payment method within 2-3 business days.
  • Note: Any advance payment made for Partial COD orders is strictly non-refundable.

1.2 After Shipment

  • Orders cannot be cancelled once they have been dispatched.
  • Important: Before accepting delivery, please inspect the package for visible damage. If the POD (Proof of Delivery) sleeve or outer packaging appears tampered with, do not accept the delivery.

1.3 Refusal of Delivery

  • If an order is refused at the door, the customer will be restricted from using Cash on Delivery (COD) as a payment mode for all future MAESTRA purchases.

1.4 Partial COD Policy (Non-Refundable Processing Fee)

  • To provide flexibility, we offer Partial COD, where a small advance is paid to confirm the order.
  • The Partial COD advance is non-refundable, even if the order is cancelled before dispatch or refused at delivery.
  • This is a processing fee that covers inventory blocking, warehouse handling, and logistical coordination, which begins the moment your order is confirmed.

 

2. RETURN AND EXCHANGE POLICY

2.1 Eligibility Criteria

  • Timeline: Return requests must be initiated within 24 hours of delivery.
  • Condition: Items must be in their original condition, unworn, and in the original MAESTRA packaging with all tags intact.
  • Mandatory Unboxing Video: Return requests are only accepted if the product arrives damaged. To validate the claim, you must record a continuous unboxing video starting from the opening of the POD sleeve (shipping label must be clearly visible) to the opening of the jewellery box.
  • Validation: Single-product images of a damaged item are not sufficient for verification and will not be considered valid.

2.2 Non-Returnable Items

  • Hygiene: For hygiene reasons, earrings and any jewellery that pierces the skin cannot be returned or exchanged unless a defect is proven via an unboxing video.
  • Personalised Items: Custom-made or personalised jewellery is non-returnable.
  • No "Change of Mind" Returns: Please note that returns or exchanges are not acceptable if you have a change of mind or no longer desire the product after purchase. We encourage you to review product details and images carefully before placing an order.

2.3 Return Process

  • Email care.maestrajewellery@gmail.com with your Order Number and the mandatory unboxing video.
  • Our team will review the request and respond within 72 hours.
  • Upon approval, we will schedule a return pickup. In rare instances where our courier partners do not service your area for reverse pickup, you may be required to ship the product back to our Mumbai office.

2.4 Refunds

  • Once we receive it, it will undergo a thorough quality inspection, and if it passes, we will process your refund. Refund will be issued within 5-7 business days.
  • Original to and fro shipping fees are non-refundable. Please note: Refunds and store credits apply only if the product is returned in perfect condition.

2.5 Exchanges

  • Exchanges are subject to product availability. If the requested replacement is out of stock, Store Credits/Gift Card will be issued instead.

 

3. DAMAGED OR DEFECTIVE ITEMS

  • Notification: Any damage must be reported within 24 hours of delivery.
  • Resolution: Once the unboxing video is verified, we will offer a replacement of the same design or Store Credits/Gift Card if the design is sold out.

 

4. POLICY EXCEPTIONS

  • We reserve the right to refuse a return if the item shows signs of wear, alteration, or damage caused by the customer.
  • Any fraudulent or abusive return activity (e.g., staged damage) will result in a permanent ban from our services.

 

5. CONTACT INFORMATION

For any queries regarding your order, please reach out to us:

  • Company Name: Maestra
  • Email: care.maestrajewellery@gmail.com
  • WhatsApp Support: +91 91371 59812
  • Location: Mumbai