Every eligible Mayavé purchase carries three assurances: a 7-day Return on Total Invoice Value up to ₹1,00,000, a lifetime exchange at full Invoice Value, and a lifetime buyback at 80 per cent of Invoice Value; each subject to the terms & conditions herein.

This policy applies to all eligible Mayavé jewellery bought from a Mayavé Store and/or from the Mayavé Website. It covers the Original Purchaser. Purchases from any other seller or platform are not covered.

All three values are fixed against the invoice. They do not move with the market rate of gold or diamonds, and nothing is deducted for a change in those rates. Invoice Value is the value before GST. GST paid at purchase is refunded only on a 7-day Return or on a refund under Section 3.5; Exchange and Buyback Values exclude GST.

2. Definitions

3. Return Policy

An Original Purchaser can Return an eligible product for a full refund (inclusive of GST) within 7 days of the Purchase Date, provided that the Total Invoice Value is ₹1,00,000 or less.

3.1 Eligibility

• The Return request is raised within 7 calendar days of the Purchase Date. The Purchase Date counts as day zero.
• The Total Invoice Value is ₹1,00,000 or less. The monetary cap is tested on the Total Invoice Value, and not on the Invoice Value(s).
• The product is in the same condition in which it was sold, with all tags and seals intact.
• The product comes back with the relevant items under Section 6.1.

3.2 Not Eligible for Return

• Total Invoice Value being above ₹1,00,000. Such purchases remain fully covered by exchange and buyback.
• Products that are customised, engraved, resized or made-to-order for the Original Purchaser.
• Products bought through an exchange, or using a Balance. These remain covered by exchange and buyback.
• Products that show wear and/or damage, and/or repair or alteration by anyone other than Mayavé, and/or show any other marker suggesting that the product is not in the same condition in which it was sold.
• Gift cards and vouchers.

3.3 Refund

• The refund is the full amount paid for the product (inclusive of GST) which is requested to be Returned.
• The refund goes back to the original payment mode unless the Payer asks for an alternate mode belonging to the Payer. Cash purchases are refunded by bank transfer to a verified bank account in the Original Purchaser’s name.
• If the original payment mode cannot receive the refund, Mayavé asks the Payer for another mode belonging to the Payer.
• The refund is initiated within 2 Working Days after the product passes the Quality Check.
• Any free gift or promotional item given with the purchase must be returned with the product if it is returnable (to be specified by Mayavé in the terms pertaining to the offer of such gift/item). If it is not returned or returnable, its value shall be deducted from the refund amount in accordance with the terms pertaining to the offer of such gift/item.
• A discount code, voucher or offer which was applied for the purchase of the Returned product(s) is treated as exhausted and shall not be reinstated.

3.4 After Day-7

A product for which no Return request is raised within 7 days of its Purchase Date cannot be Returned for a refund, except under Section 3.5. The Original Purchaser can still exchange it at full Invoice Value or sell it back to Mayavé at 80 per cent of the Invoice Value at any time.

3.5 Your Statutory Rights

Nothing in this Policy limits anyone’s rights under the Consumer Protection Act, 2019 or any other law. If a product is defective, deficient, spurious, or not as described or advertised, or an online order is delivered late, Mayavé will take it back and refund the full amount paid, including shipping, to the payment mode set out in Section 3.3 within 30 days of receiving the product back. This applies whatever the product's value or payment mode, and despite any time limit or exclusion elsewhere in this Policy.

4. Exchange Policy

An Original Purchaser can exchange any eligible Mayavé product at ‘100 per cent’ of its Invoice Value, at any time after the purchase, and with no restrictive cap or qualifying threshold on the Invoice Value (or the Total Invoice Value) to avail an exchange.

4.1 How the Exchange Value works

The Exchange Value is the Invoice Value of the product being exchanged or, where several products are exchanged together, the sum of their Invoice Values. It is adjusted against the Total Invoice Value of the new purchase made as a part of the same exchange transaction. GST paid on the original purchase of that product is not part of the Exchange Value and is not refunded or carried forward. GST is charged afresh on the new purchase and is payable by the Original Purchaser.

4.2 Balance

1. Where the Total Invoice Value of the new purchase, less any Balance used on it, is lower than the Exchange Value, the difference between them is the "Balance". The Balance is not paid out. Mayavé credits it to the Original Purchaser’s Mayavé account when the new invoice is raised, and it can be used within 12 months of the day it is credited.
2. The Balance carries no interest and is not paid out in cash or to a bank account. The Original Purchaser may instead add products to the new purchase so that no Balance arises.
3. The Invoice Value of a product bought using a Balance is the basis for any future exchange or buyback.
4. The Original Purchaser may choose to use their Balance on any later purchase of Mayavé products. If they do:
   1. all of their Balance is applied, the earliest credited first, up to the Total Invoice Value of that purchase, and they cannot choose to use only a part of it;
   2. any part not needed for that purchase stays in the account until its own 12 months end;
   3. where the purchase is part of an exchange, the Balance is applied first (if opted for) and the Exchange Value is adjusted against the rest; and
   4. GST on the purchase is payable by the Original Purchaser.

4.3 Terms of Exchange

• After the purchase of a product, there is no time limit/range to undertake an exchange thereof.
• There is no restrictive cap or qualifying threshold on the Invoice Value (or the Total Invoice Value) to undertake an exchange of a product.
• The Exchange Value is not reduced for wear (incurred during the natural course of its usage as adornment), or for a fall in gold or diamond rates, or for making charges. It is not increased if the gold or diamond rates have risen.
• Exchange Value, including any Balance, is not paid out in cash or to a bank account. An Original Purchaser who wants the value of a product back as money should use the Buyback policy.
• One or more products, whether from the same invoice or different invoices, can be exchanged in a single transaction, provided each was bought by the same Original Purchaser and each passes the Quality Check. If a product does not pass, the others may still be exchanged.
• The new purchase can be one product or several, from any category.
• The new product(s) are named when the exchange request is raised, as described in Section 7. The Original Purchaser may change them at any time before the new invoice is raised. Naming a product does not reserve it, and its price is the price applying on the day its invoice is raised.
• If a named product is not available, or its price has changed, when the new invoice is to be raised, the Original Purchaser may choose another product, or withdraw the request and have their product returned free of charge under Section 6.3.
• The new product(s) gets its own invoice. That new Invoice Value(s) becomes the basis for any future exchange or buyback of the new product(s).
• A product received in an exchange, or bought using a Balance, is not eligible for a Return under Section 3.

5. Buyback Policy

Mayavé buys back any eligible product it has sold at ’80 per cent’ of its Invoice Value, at any time after its purchase, and with no restrictive cap or qualifying threshold on the Invoice Value (or the Total Invoice Value) to avail the buyback.

5.1 How the Buyback Value works

Buyback Value is 80 per cent of the Invoice Value of the product. GST paid at its purchase is not a part of the calculation. For instance, a product billed at ₹2,06,000 including GST has an Invoice Value of ₹2,00,000, and so the Original Purchaser receives ₹1,60,000 in Buyback Value.

5.2 Terms of Buyback

• There is no time limit/range to avail the buyback after the product’s purchase, and there is no restrictive cap or qualifying threshold on the Invoice Value (or the Total Invoice Value) for the same.
• The Buyback Value is fixed at 80 per cent of Invoice Value. It is not recalculated on the gold or diamond rate on the day of buyback, and nothing is deducted against current metal or stone rates.
• Where an invoice has several products, each product can be sold back on its own at 80 per cent of its Invoice Value.
• For a product received in an earlier exchange, the Buyback Value thereof is 80 per cent of its Invoice Value.
• Buyback is offered only to the Original Purchaser.
• Once the Buyback Value of a product is paid to the Original Purchaser, the ownership of that product transfers to Mayavé, and that transaction cannot be reversed.

5.3 Payout

• Payment is made by bank transfer to a verified bank account in the Original Purchaser’s name. Buyback Value is never paid out in cash.
• The Original Purchaser provides their government photo ID, PAN and the bank account’s details. Mayavé collects any further information that it may require under the KYC norms, and which the law requires, for the amount involved.
• Payment is initiated within 2 Working Days after the later of: the product passing the Quality Check; and Mayavé receiving the documents it needs under this Section.
• Any tax that the law requires Mayavé to deduct or collect on the payout is applied, and the Original Purchaser receives a record thereof.

5.4 Choosing between Exchange and Buyback

An Original Purchaser who plans to buy another Mayavé product gets more from an exchange, which gives 100 per cent of the Invoice Value. Buyback suits an Original Purchaser who wants the value of the product back as money.

6. Terms Common to all Three Policies

Every Return, Exchange and Buyback depends on Mayavé being able to confirm that the concerned product is the one it sold and that the person raising a “request” (to avail any of the three mechanisms) is the Original Purchaser.

6.1 What the Original Purchaser needs to bring

6.2 Quality Check

• Every product is inspected and undergoes a Quality Check by Mayavé before a request is accepted. The Check confirms the product code or hallmark, metal weight and purity, and that each diamond matches its certificate. The result, with the report of the Quality Check, is shared with the Original Purchaser on the day the Check is completed.
• Exchange or Buyback Value is not reduced for wear incurred during the natural course of the product’s usage as adornment.
• If a diamond or part of the product is missing, or the product is damaged, Mayavé may deduct the Restoration Cost, shown in an itemised report, or decline the request.
• If a certificate is lost, Mayavé may charge the cost of having the diamond certified again.

6.3 When a Request will be Declined

• The product cannot be matched to a Mayavé invoice.
• A diamond or metal component has been swapped, or the product has been repaired, resized or altered, by anyone other than Mayavé.
• The person presenting the product is not the Original Purchaser.
• The product was reported lost or stolen, or the original payment was reversed or disputed.
• The product was given by Mayavé free of charge, such as a gift with purchase or a promotional item.

Where a request is declined, or the Original Purchaser does not accept the value offered after the Quality Check, or withdraws the request under Section 4.3, Mayavé returns the product to the Original Purchaser free of charge within 3 Working Days of the decline, refusal or withdrawal, unless the law requires otherwise. If the Original Purchaser does not accept or refuse the value within 15 days of receiving the Quality Check result, the value is treated as refused.

7. How to raise a Request

Any request can be raised at any Mayavé Store, whether the product was bought in a Store or on the Website.

In addition, a request can be raised Online if it pertains to:

• Return of a product bought on the Website, by logging in to the Website with the registered mobile number and using the “Return” option on that order;
• (i) Return of a product bought in a Store, or, (ii) exchange or buyback (whether the product was bought in a Store or on the Website); by writing to clientcare@mayave.com for a home pickup.

For an exchange, the Original Purchaser names the new product(s) they want when raising the request: in a Store, to the store team, who note them on the handover receipt; online, in the email to client care, who ask for them if they are not given. An online exchange request is treated as raised only when the new product(s) are named.

7.1 At a Store

1. Visit any Mayavé Store with the product(s) and the items listed in Section 6.1.
2. The store team pulls up the invoice, confirms the receipt of the product(s) and the items, and gives the Original Purchaser a handover receipt. For an exchange, the store team notes on the handover receipt the new product(s) the Original Purchaser wants.
3. The store team seals the product(s) and the items in a Secure Packet in the Original Purchaser’s presence, under Section 7.3, and dispatches it for the Quality Check. Mayavé completes its Quality Check within 5 Working Days of the handover.
4. Upon a positive evaluation by Mayavé in its Quality Check, the acceptance of the request is communicated on the day the Check is completed, along with the value which the Original Purchaser is eligible to receive:
   • For a Return, the refund is initiated.
   • For an exchange, the Original Purchaser confirms the new product(s) noted on the handover receipt, or chooses others under Section 4.3, and the difference is settled as per Section 4.1.
   • For a buyback, the Original Purchaser signs the buyback form and shares bank details.
5. The Original Purchaser receives a Return receipt, and/or credit note, and/or new invoice for any new purchase, and/or buyback receipt as may be applicable.

7.2 Online

1. For a Return of a product bought on the Website, the Original Purchaser logs in to the Website with the registered mobile number and uses the “Return” option on that order. For any other online request, the Original Purchaser writes to clientcare@mayave.com with their contact details, for step-by-step guidance on raising and resolving the request.
2. For an exchange, the email names the new product(s) the Original Purchaser wants, by product code or Website link. If it does not, client care asks for them, and the request is treated as raised only when they are named.
3. Mayavé arranges an insured pickup (free of charge) of the product(s) along with the relevant applicable items listed in Section 6.1, within 2 Working Days of the request, and provides a Secure Packet for it under Section 7.3.
4. The product undergoes the Quality Check within 2 Working Days of its receipt by Mayavé.
5. Upon a positive evaluation by Mayavé in its Quality Check, the acceptance of the request is communicated on the day the Check is completed, along with the value which the Original Purchaser is eligible to receive. The refund, exchange or buyback payout then follows the same steps as in a store.

The Original Purchaser packs the product(s) and the relevant items listed in Section 6.1 (for a Return, the product in its original box as received) in the Secure Packet, seals it as described in Section 7.3, and keeps the pickup receipt until the request is resolved.

7.3 Secure Packet

• Every product handed in at a Mayavé Store, and every product collected by a pickup, travels to Mayavé’s warehouse in a Secure Packet. The packet number is written on the handover receipt or the pickup receipt.
• At a Store. The store team places the product(s) and the items in a Secure Packet and seals it in the Original Purchaser’s presence. The Original Purchaser checks the seal and the packet number on the handover receipt, and may photograph the sealed packet.
• For a pickup. Mayavé provides the Secure Packet before or at the pickup. The Original Purchaser places the product(s) and the items in it and seals it before handing it over. Mayavé recommends that the Original Purchaser records a video of the packing and sealing. The pickup agent checks that the seal is intact and that the packet number matches the pickup record, and does not accept a packet that is open, damaged or unsealed; Mayavé then arranges a fresh Secure Packet and pickup.
• At the warehouse. Mayavé records the packet number and the condition of the seal, and opens the Secure Packet under continuous camera recording. It keeps the recording until the request, and any grievance or dispute about it, is finally resolved, and shows the relevant part to the Original Purchaser on request.
• Seal intact. If a Secure Packet reaches the warehouse with its seal intact and its number matching the receipt, its contents are taken to be what was sealed in it, as shown by the camera recording of its opening.
• Seal broken. Mayavé bears the risk of loss of, or damage to, the contents from the time the store team seals the Secure Packet, or the pickup agent accepts it with its seal intact. If a Secure Packet reaches the warehouse with its seal broken or tampered with, or with a number different from the receipt, this is treated as loss or damage in transit, for which Mayavé is responsible, and it is not held against the Original Purchaser. Mayavé informs the Original Purchaser on the day it receives the packet, and resolves the matter within one month.

8. General Terms

• One basis for every calculation. Exchange and Buyback Values are always worked out on Invoice Value, which is before GST thereon. A 7-day Return refunds the Invoice Value plus the GST charged thereon. The Prevailing Rate of gold or diamonds is never used for any calculation other than a Restoration Cost, and no deduction is made against current metal or stone rates.
• Shipping and service charges. Shipping, gift wrapping, engraving and resizing charges billed separately are not part of Invoice Value and are not refunded.
• Cash payments. Wherever this Policy refunds an amount to the original payment mode, an amount paid in cash is refunded by bank transfer to a verified bank account in the Original Purchaser’s name.
• Personal data collected under this Policy, including ID, PAN, bank details, photographs and recordings, is used only to process the request, meet legal requirements and resolve disputes, under Mayavé's Privacy Policy.
• Policy that applies. Each purchase is governed by the version of this policy in force on the order date for purchases made via Website, and invoice date for in-store purchases. Mayavé may revise the policy for future purchases. A revision does not reduce the exchange or buyback rights on the products already sold. An Original Purchaser of products bought before 26th of October 2026 may choose, once and for all of those products, to bring them under this Policy, by telling Mayavé at any Mayavé Store or by writing to clientcare@mayave.com; that choice cannot be withdrawn. Their Exchange and Buyback Values are then worked out on their own Invoice Values, and a product can be Returned only within 7 days of its own Purchase Date.
• Misuse. Mayavé may decline a request where it finds tampering, provision of forged documents, a disputed payment or repeated misuse of this Policy.
• Law. All refunds and payouts follow applicable tax, KYC and payment regulations. Where the law requires a document, a payment mode or a deduction, that requirement overrides this policy.
• For questions about this Policy, contact Mayavé client care at clientcare@mayave.com.
• Final Decision. The outcome of the Quality Check by Mayavé is final for the purpose of this policy, subject to the grievance process in this Policy and any statutory rights.
• Grievances. Anyone with a complaint about a Mayavé purchase or a request under this Policy, or an Original Purchaser who disagrees with the Final Decision, can write to Mayavé’s Grievance Officer, Aniket Sojitra, Compliance Executive, Dholakia Retail Private Limited, Plot No. E-03, Gem & Jewellery Park, Ichhapore, Surat, Gujarat - 394510 (email: clientcare@mayave.com). Mayavé will acknowledge their grievance within 48 hours of receiving it, give them a copy of their complaint as Mayavé would have recorded it, and resolve it within one month of receiving it.
• Governing Law & Disputes. This Policy, and any dispute or claim arising out of or in connection with this Policy, are governed by the laws of India. The courts at Surat (Gujarat) shall have the exclusive jurisdiction over any dispute arising out of or in connection with this Policy. Nothing in this Policy limits your right to file a complaint before the appropriate Consumer Commission under the Consumer Protection Act (2019), including where you reside or personally work for gain.
• Severability. If any provision of this Policy is found invalid or unenforceable, it will apply to the extent permitted by law, and the remaining provisions will continue in full force.
• Version. Version 1.1, last updated and in force from 26th of October 2026.