Refund policy

Returns & Exchanges

At The House of Ibana, we take immense pride in the artisanal craftsmanship and heritage behind every piece of jewellery we create. Each creation is a labour of love, meticulously handcrafted in 925 Sterling Silver.

Because our pieces are made with delicate techniques like Jadau and Meenakari, we encourage our patrons to choose mindfully. All our products go through a two-step quality check before shipping.

To ensure your experience is as seamless as our artistry, we have outlined our policy below:

 

1. Our Exchange Philosophy

If your purchase does not perfectly resonate with you, we are pleased to offer an exchange or store credit within 7 days of delivery (Subject to availability of the chosen piece).

  • Condition: Items must be returned in their original, unworn condition, housed in their signature Ibana packaging with all tags intact.
  • Exchange Value: We only accept exchange on a product up to the same value or above (after taxes) if there is any size issue, damage in transit, or if the product is not as per the personal liking of the customer.
  • Store Credit: If you do not find a suitable exchange immediately, we will issue a store credit valid for 1 month, allowing you to find the perfect piece at your leisure.
  • Exclusions: The exchange policy is not applicable during the sale period or for discounted items.

 

2. Customised & Bespoke Creations

  • Final Sale: To honour the unique nature of personalised artistry, customised or bespoke pieces are final sale. These items are crafted specifically to your vision and, therefore, cannot be returned, exchanged, or cancelled once production has commenced.
  • Technical Note on Earrings: It is important to understand that each pair of earrings (silver), especially those with screw pin types, undergoes friction while we test the screw before dispatch. It is likely that the screw will lose some amount of plating, but it is necessary that we do it so that it is easy for the customer to wear them as soon as the product is delivered.
  • Gold Pin Option: Under such situations, the customer can opt for a real gold pin instead (chargeable additionally). Brass pins are not recommended as they may cause skin sensitivity.

3. How to Initiate an Exchange

1.     Please inform us within 24 hours of receipt of order. You must email at thehouseofibana@gmail.com with live 360 degree unboxing video of the product with original packaging and a genuine reason for exchange.

2.     Please mention your name, contact number, address, and order number in the email.

3.     The product should be shipped back to us the same or next day after confirmation of exchange. Valid tracking details/docket ID should be provided for the same, with the dispatch date mentioned on it.

4.     We recommend using a tracked and insured service, as the piece remains the customer's responsibility until it reaches our studio.

5.     The product should be packed carefully with all the related things that were received at the time of delivery (washers, stoppers, jewellery care card, kaan chain, screws, hooks, drawstrings, pouches, etc.) along with the bubble wrap.

6.     Shipping charges for the return have to be borne at the customer's end.

7.     Once the product is received at our head office, the product will undergo a quality check. A credit note will be issued, against which you can purchase something within a month of exchange.

8.     Note: The shipping charges for the new product picked in exchange would be free.

9.     We do not have a refund policy.

Important Notes

·       Hygiene: For hygiene reasons, earrings that show any signs of wear cannot be exchanged.

·       Handcrafted Variations: Please note that because our jewellery is handcrafted, slight variations in stone setting or enamel colour are marks of authenticity and are not considered defects.

Our Commitment: We are here to ensure that your journey with The House of Ibana is as beautiful as the jewellery you wear. If you have any questions, our team is always a message away.