Easy Returns Policy

Eligibility for Return

Kindly ensure you record an unboxing video showing the entire process of opening the fully packed parcel exactly as received from PREXELA.

Returns are accepted only in the following cases:

  • Broken or damaged products

  • Missing products

  • Wrong item received

In the above cases, refunds are not permitted. Only replacement items will be shipped.

Unboxing Video Requirements

An unboxing video is mandatory for all return requests.

The video must clearly show:

  • The sealed package as received

  • The complete unboxing process

  • The product clearly highlighting the issue

Note: Claims submitted without a proper unboxing video will not be processed.

Initiating a Return Request

  1. Share your Order ID and Contact Number

  2. Upload at least 2 clear photos of the product

  3. Submit the unboxing video

  4. Email all details to help@prexela.com

Warranty Policy (Size, Fit & Quality Issues)

  • Size or quality issues reported after 48 hours require the product to be sent to our warehouse

  • Our team will conduct a Quality Assessment (QA)

  • Based on QA results, the product will be repaired or replaced

  • The repaired or replacement item will be shipped back to you

Note: Refunds are not available under warranty claims—only repair or replacement is applicable.

Processing Time

Please allow 24–48 working hours for review and processing after submitting your return request with all required details.

Additional Important Notes

  • Products must be returned in original packaging

  • Claims raised long after delivery may not be accepted

  • Products damaged due to customer misuse are not eligible for return or warranty

  • Reshipped articles are non-refundable

Terms & Conditions for Returns and Warranty

  • Products can be returned within 48 hours only if the jewellery item is clearly shown as missing or defective in the unboxing video

  • Products cannot be returned under any other circumstances

  • Refunds are not provided; eligible cases will receive replacement products only

  • If you face issues other than broken, wrong, or missing items, you may email us and send the product to our warehouse for repair or replacement within 48 hours of delivery

  • All such cases will undergo Quality Assessment (QA)

  • Replaced or exchanged items are non-refundable

  • If a customer refuses to accept the order, any partial payment made will not be refunded

Terms & Conditions for Cancellation

  • Orders cannot be cancelled once dispatched or shipped

  • If an order is cancelled after shipment, the refund will be issued as store credit, after deducting shipping charges

  • Only the product value will be credited to the store credit wallet

  • Special festival or promotional offer items are not eligible for cancellation or refund

  • No separate or special gift boxes are provided for individual orders

  • Shipping and COD charges are non-refundable