Terms of Service

OVERVIEW

This website is operated by GIVA Jewellery (“GIVA”), a brand offering premium silver jewellery and gold jewellery collections through its platforms, including Heer by GIVA, its fine gold and lab-grown diamond jewellery line. Throughout the site, the terms “we”, “us”, and “our” refer to GIVA Jewellery.

GIVA offers this website, including all information, tools, and services available from this site, to you (the user), conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our website and/or purchasing products such as silver jewellery, gold jewellery, or items from Heer by GIVA, you engage in our “Service” and agree to be bound by the following Terms and Conditions (“Terms of Service” or “Terms”), including any additional terms, conditions, and policies referenced herein and/or available via hyperlink. These Terms apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and content contributors.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms. If you do not agree with all the terms and conditions of this agreement, you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms.

Any new features, tools, collections, or services added to the GIVA platform (including offerings under Heer by GIVA) shall also be subject to these Terms of Service. You can review the most current version of the Terms at any time on this page.

We reserve the right to update, change, or replace any part of these Terms by posting updates on our website. It is your responsibility to review this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our online store is hosted on Shopify Inc., which provides us with the e-commerce platform that enables us to sell GIVA’s silver jewellery, gold jewellery, and related products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we will make our best attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free. Only warranties explicitly set out in the relevant product page shall apply to said product.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall GIVA Jewelry, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless GIVA Jewelry and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of India without regard to its conflict of laws principles. Disputes, if any, shall be subject to the jurisdiction of the courts located in Bengaluru, India.

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at care@giva.co.

Our address is Third Floor, Magnum Vista, Raghuvanahalli, Bangalore 560062.

SECTION 21 - Shipping & Handling

Shipping:

Shipping Time: Orders are usually processed and shipped within 48 hours. Please note personalised items will take longer to process. If your order has both personalised and non-personalised items, the order will be split, and the non-personalised items will be delivered beforehand.

Shipping Charges: We offer free shipping on all orders over Rs. 449. Please note that we do not offer free shipping on international orders and returns.

Tracking: You will receive tracking details over WhatsApp, email and SMS, once the order is shipped.

In case you’re ordering other items along with personalised or Gold jewellery, your order might arrive in parts.

Returns

Return Policy: We offer a 15-day return policy for all unused and unworn items, no questions asked. However, please note that the 15-day return does not apply to personalised jewellery, perfumes, candles, coins, utensils, and God idols other than in cases of defective/spurious products. GIVA reserves the right to process refunds after checking the returned items. In case you have purchased a GIVA product from anywhere other than the GIVA Website, GIVA App or GIVA Exclusive Stores, the return policies of your source of purchase shall apply. Any shipping charges (if paid) at the time of placing the order are non refundable in case of returns

In case of missing items in return orders, i.e., where the customer claims to have returned multiple products but actual pickup doesn't include all said items, the company has a right to deduct an amount up to the full MRP of the missing product from the refund amount. This shall extend to promotional products, including but not limited to free gifts and silver coins.

Refund Policy: In case you have requested the return of any of your products, the refund of the same shall be initiated once we receive the product back in our warehouse. All refunds will be processed strictly at the purchase price, i.e., the amount mentioned on the original invoice at the time of purchase. Current product prices or ongoing price fluctuations will not be considered while calculating the refund value.

Replacement & Exchange: You can also avail replacement or exchange of your order as per your requirements. The conditions remain the same as those applicable to returns. The replacement will only be shipped after the initial return has been picked up or delivered (in the case of Gold items).

Return Process: You can initiate a return request from our website or app. Alternatively, you can reach out to our Customer Support team, and they’ll guide you through the process. Once you have booked the return request, we request you to be available for the reverse pick-up, and we request you to answer calls from the delivery partner. In the absence of your availability or inability to answer the calls, the delivery partner may, at their discretion, cancel the reverse pick-up. In all such cases, the process will have to be re-initiated again, and the overall timeline will increase.

Further, please note that while most pin codes are forward and reverse serviceable, in rare cases, some pin codes may only be forward serviceable and not reverse serviceable. In all such cases, we may request you to return the product via an alternate courier service, such as India Post and reimburse all reasonable shipping costs (up to Rs 70) incurred by you for processing such returns.

In case the charges exceed Rs. 70, all charges (return shipping, duties, taxes, fees, etc.) in excess of Rs. 70 will be adjusted against the customer's refund. In case of non-serviceable pin codes, the customer is responsible for returning the jewellery to our warehouse and will receive Rs.70 towards shipping charges with their refund.

In the unlikely event that you receive an empty parcel or a missing product, we would request you to reach out to our customer support team for assistance within 48 hours of the package being delivered. We will be requiring a 360-degree unpacking video of the parcel for us to process the request further. Please note that insufficient evidence or visible signs of tampering with the packet may result in your claim not being honoured. In all such cases, the brand reserves the right to take the final decision.

For more detailed TnCs, please refer to our Terms of Service page: https://www.giva.co/pages/terms-of-service

SECTION 22 - ADDITIONAL TERMS AND CONDITIONS FOR GOLD JEWELLERY

1. Lifetime Buy-Back Policy on Gold & LGD

-15% deduction on the overall invoice value from 3% currently

-90% value to be offered on the diamond component (over and above existing deductions on GST, certifications, etc.)

2. Lifetime Exchange Policy on Gold & LGD

-7% deduction on the overall invoice value (over and above existing deductions on GST, certifications, etc.)

3. Min Price Guarantee of Diamond Valuation (Applicable to Buy-Back & Exchange)

The diamond price at the time of LTE/ LTB will be determined as the higher of:

-The original invoice value, or

-The prevailing market value

This will be applied after reducing the discounts availed at the time of purchase.

3. Return & Exchange Window (Gold)

15 days

- Exchange: We will offer you credits for (a) gold (adjusted for 24kt purity) at its prevailing market value and (b) diamonds/solitaires/pearls at 100% of the value you paid for them. However, making charges and GST paid at the time of purchase will be deducted. This credit can be claimed as a discount against your future orders or can be credited to your GIVA Wallet, which you can choose to use against a future order. Adjustments may be made subject to product inspection.

- Buyback: We will value (a) gold (adjusted for 24kt purity) at its prevailing market value and (b) diamonds/solitaires/pearls at 90% of the value you paid for them as a refund. However, making charges and GST cannot be refunded. Further, an additional 15% of the buyback value will be deducted as processing charges. The refund will mandatorily be processed to your original payment method and may take 7-10 days for our payment partners to process. Further adjustments may be made subject to product inspection.

4. For both exchange and buyback, should we find any deficiencies/defects in the product returned to us (including but not limited to missing stones/packaging, damages, etc.), the buyback or exchange amount shall be adjusted depending on the extent of the deficiency or defect. In case of significant damage, the Company may, at its sole discretion, refuse to accept the product. In all such matters, the decision of the Company shall be final and binding.

5. The price on the website/app is based on average product weight. Your actual product weight may be wary. A deviation in weight of the actual product may result in a minor excess charge/refund, both of which shall be communicated within 48 hours of placing your order. You shall have the option to cancel your order within 24 hours of this communication. In case of COD, we request you to pay the full amount upfront. Excess amount collected, if any, shall be refunded and short collection shall be requested, within a maximum of 48 hours after delivery. The weight communicated in the invoice shall be the final weight

6. Please note that refunds take a minimum of 7-10 working days from the date of receipt of the jewellery at our store/central warehouse.

7. Please note that to avail of any of the features offered in the authenticity certificate (return, exchange, buyback or warranty), you must produce the original invoice (hard/soft copy), and all certificates including IGI/SGL certificates (strictly original and hard copy). The absence of any of the documents will make the product ineligible for return/exchange/warranty.

8. Please note exchange and buyback are only valid on GIVA Jewellery - any other jewellery will not be accepted, regardless of brand/purity, etc.

9. 6-month Warranty: We offer a limited six-month warranty on our range of gold and diamond jewellery valid from the date of delivery. This warranty covers only pre-existing damages or manufacturing defects and does not cover wear and tear in due course. In case we cannot repair the item, we will, at our discretion, replace the item with another item of equal value. However, please do note that the warranty does not apply to the following:
- Damages due to mishandling, negligence, impact damage, accidents, tampering, etc.
- Surface finish/colour of the product and loss of stones from the product.

10. Please note there might be up to 2% variation in the weight/dimensions/colour of the product against mentioned specifications.

11. All offers on gold jewellery are only applicable on diamond studded gold jewellery.

12. Lifetime Plating service - The Lifetime plating service on your jewellery purchased from GIVA stores/GIVA website/GIVA App in India is valid for 5 years from the date of purchase.

13. Please note that 15-day returns, warranty, buybacks and exchanges are not applicable on gold coins.

14. For more details please check our detailed Terms of Service here: https://www.giva.co/pages/terms-of-service. In case of any conflict, the terms and conditions specified on the website shall prevail.

GIVA E-Gift Cards:

Terms and Conditions

-Redeemable on GIVA’s online platforms and Exclusive Brand Outlets.

-Applicable on all GIVA products except Coins, Idols and Utensils.

-Orders placed using Gift Cards cannot be modified after confirmation.

-Valid only in India.

-Refunds for purchases made with a Gift Card will be credited to the GIVA Wallet.

-Instant delivery for E-Gift Cards, but in rare cases, it may take 24-48 hours due to system delays.

-Gift Cards once purchased cannot be returned or refunded.

How to Redeem

Online Redemption:

-Visit giva.co or download the GIVA Jewellery App (Install here).

-Add your favourite pieces to the cart and proceed to checkout.

-Enter your 16-digit Gift Card number and 6-digit PIN in the 'Apply Gift Card' section.

-Choose the amount to redeem and complete your purchase.

In-Store Redemption:

-Visit your nearest GIVA store (Find one here).

-Select your jewellery or accessories.

-Inform the store team that you wish to use a Gift Card for payment.

-Provide your Gift Card details when prompted.

-Redeem your preferred amount and complete the purchase.

GIVA Crown Loyalty Rewards: Terms and Conditions

These terms and conditions govern the use of the GIVA Crown loyalty rewards system

1. Reward Activation and Usage

-Activation Timeline: Rewards in all categories (Order Count rewards, Jackpot rewards, and Task-Specific rewards) will be activated 15 days after your return window is complete.

-Validity: All Crown offers expire 3 months after their date of activation.

-Exclusivity: Crown rewards cannot be combined with any other offers or promotions.

-Limit: Each Crown offer is valid for one-time use per user.

-Variability: Offers and eligible products may vary from user to user and across different items within an applicable category.

2. Jackpot Rewards (Free Products)

-App Exclusive: The free product jackpot reward must be claimed and placed as an order only on the GIVA App.

-Action Required: If you receive a 'Jackpot Card,' you may be required to perform specific actions (as notified) to claim the benefits. Failure to comply will result in the forfeiture of the reward.

-Shipping: Standard shipping charges may apply to the free jewellery received as a Crown jackpot reward.

-Product Appearance: The product received as a reward may not exactly match the image displayed on the information page.

Returns/Exchanges (Free Items):

-Free items cannot be returned.

-Free items are not eligible for the GIVA Lifetime Buyback or Lifetime Exchange schemes.

3. Loyalty Program Calculation

-Eligible Purchases: Only purchases made within the last 2 years from the current date will be counted toward your Crown rewards.

-Exclusions: Purchases made using Gold Coins and Silver Coins will not be counted toward calculating rewards under the Crown Loyalty Program.

-Delivery Area: All orders can only be delivered within India.

4. Discount Coupon Policy

The discount coupons under the GIVA Crown policy specify a maximum discount amount.

5. Returns, Buyback, and Exchange Policy

-Standard 15-Day Return (Discounted Product): If you return a product that was purchased with a Crown discount coupon within the 15-day window, the refund value will be the amount you paid (i.e., the final billed amount).

-Lifetime Buyback or Exchange (Discounted Product):

-If you opt for Buyback or Exchange for a discounted product, the final value will be calculated after deducting the original Crown discount amount redeemed during the purchase.

-Lifetime Buyback or Exchange (FREE Products Counting Towards Milestone):

-The current market price of any FREE Crown reward item(s) you accepted.

-The value of any Crown discount coupons redeemed.

-If you opt for Buyback or Exchange of products that contributed to a Crown reward milestone, the final value will be calculated after deducting both:

-Option to Return Free Item(s): Customers can choose to return the FREE Crown item(s) to avoid the market price deduction. The returned items must be in their original condition. GIVA reserves the right to reject damaged items.

6. Program Governance

-Right to Change: GIVA reserves the right to change or discontinue any offer or the entire GIVA Crown Program at its sole discretion, without any prior notice to the user.

-Disqualification: GIVA reserves the right to disqualify any user who:

-Does not meet the offer requirements.

-Engages in misuse, fraud, or suspicious activities.

Order Cancellation

Eligibility:

-Order cancellations are allowed for all normal online and offline jewellery orders. The order may be cancelled anytime after order placement but prior to order delivery. Here are the acceptable timelines:

-Normal jewellery or coin orders - cancellation allowed anytime

-MTO/Custom orders - cancellations allowed only for 24 hours from order placement. If a cancellation is requested after 24 hours, the making charges will be deducted from the order. In case a 0-making charge offer is being run, the deduction will be made regardless of the offer at the prevailing making charge of the product. Custom/B2B orders cannot be cancelled once production has been started, and any cancellations will to the extent of making charge. If an order remains ready and uncollected at the store for a period exceeding 60 days from date of order, the Brand reserves the right to cancel the order without prior communication and recover applicable making charges. In cases where the order was placed with zero making charges, an equivalent amount may be deducted. The determination of the applicable making charges in such circumstances shall be at the sole discretion of the Brand.

-Any online gold order may be cancelled before or after dispatch. In case of cancellation before dispatch, the amount (if prepaid) will be refunded. In case the cancellation is requested post-dispatch, then the customer may simply refuse to accept the order, or accept the order and then request a return. Once the order is RTO, any prepaid refunds will be initiated.

Exclusions:

As described above, MTO and custom orders are not cancellable beyond 24 hours. The reason for this is that we have to purchase the metal and start the making process, which typically happens within 24 hours. If an order is not cancelled within this time frame, we incur the above costs.

Items bought using Lifetime Exchange (LTE) Credit are eligible for return or exchange under the 15-Day Policy. However, they remain eligible under GIVA’s Lifetime Exchange Policy.

Extent of refund:

Please note that if any order is cancelled by the customer or otherwise, the refund will be given strictly as per the purchase price and under no circumstances, can it be more than the amount paid by the customer. Please note that refunds are done to the original payment method. In case of COD, refunds may be done by cash or by transferring to a bank account after KYC. Any payments made using a wallet may only be refunded to the customer wallet and cannot be refunded back in cash or to a bank account. Promo coins will be refunded to the original source.

15-day return/exchange

Eligibility:

Products must be returned in their original, unused, and undamaged condition, along with all accompanying documentation (including SGL/IGI certificate). This policy does not apply to engraved/personalized items or gold coins. If the SGL certificate is not returned, there will be a deduction of Rs 500 (incl of GST) if a physical certificate has been issued.

Please Note: 15 Day Exchanges can happen only once against one order.

Exclusions:

Products showing signs of wear and tear, having been resized or altered (especially by a jeweller other than GIVA), or damaged due to mishandling (e.g., bent, scratched, broken by an external force) are not eligible under the 15-day return/exchange policy. Coins, and Made to Order products are not covered under 15 day returns and nose pins (even normal orders) cannot be exchanged due to hygiene reasons, however LTE/LTB is applicable on both these categories. Promo coins are not a part of LTE/LTB and will be added to promo wallet in case of returns/refunds.

Extent of refund:

If a product is returned within 15 days, a 100% refund will be given against the invoice. Any changes in gold price, diamond price and making charges are not covered in this, and refund will be limited to the amount paid by the customer assuming the conditions listed in the Eligibility section are met.

If a product returned is damaged (due to mishandling by the customer), the below apply:

Free repair: In such cases, the customer may be entitled to basic repairs such as chain soldering, fixing the diamond in the product, fixing the product clasp, cleaning the product, etc. Replacing a lost stone (lost due to mishandling) will cost an amount equal to the value of the stone. If the customer insists on a refund, in such a case, the value will be limited to the value of the product minus the lost stone.

Replacement: In case the product is damaged beyond repair (due to manufacturing issue), a replacement of the same design may be offered to the customer. The replacement shall be offered at the same gold price as on the day of the original order. However, any deviation in price occurring due to difference in the weight of the replacement product shall be additionally charged/refunded to the customer.

-Alternate product or refund: If neither repair nor replacement is possible, the customer may choose another product of equal or higher value (the customer will have to pay for the difference). If that too is declined, a refund will be issued under LTB 1-year Warranty

All Gold products (except coins) are eligible for a 1-year warranty. Should any defect arise in the product on account of a proven and documented manufacturing defect, we will issue a replacement to the customer. The replacement shall either be a repair or a replacement. In case it's a repair, it will be done free of cost by the brand. In case a replacement is offered for the same SKU, any difference in value will be borne by the brand. In case the replacement product is lighter/lower in value than the original product, a refund of the difference amount will be given to the customer (either based on original value or LTE value whichever is higher)..

Eligibility:

The policy is applicable to all products, except coins.

Exclusions:

-Coins are excluded from warranty.

-Damage due to wear and tear, accidents, or third-party modifications is not covered.

-Everyday issues like scratched surfaces or lost stones due to misuse are not included

-Other repairs (e.g., clasp or setting fixes) are handled on a case-by-case basis, with pricing determined after inspection. Please note: Broken rings cannot be repaired as it will require recreation of the ring. If the customer is willing to pay for making charges, we can get it repaired.

Exceptions:

In case a product is out of manufacturing and we are unable to repair the same, with the approval of the category team, we may initiate a wallet refund (strictly not cash refund) to the customer.

Extent of refund:

Refunds are not allowed in case of warranty products. In exceptional cases if we end up doing a wallet refund, this will be to the extent of the LTE value/original of the product whichever is higher..

Lifetime Exchange

Lifetime Exchange or LTE allows a customer to return a Gold product against a credit which can be used in the purchase of another product. Please note that there are strictly no cash refunds allowed here.

Eligibility:

This policy is eligible only to items purchased from GIVA. The item as well as original invoice and certificate of authenticity must be provided for the exchange to be processed. This policy applies to all non-coin purchases, including:

-Made-to-order products

-Items previously exchanged under the 15-day exchange policy

-Orders purchased using Lifetime Exchange Credit

Damaged items are also eligible for LTE. Please note LTE only applies once 15 days have passed from the purchase date.

Exclusions:

This policy does not apply to coins.

Items altered or repaired by third parties will not be accepted under this policy.

Exceptions:

LTE may be applied in less than 15 days if a product has been damaged or if part of it has been lost/broken after adjustment of loss in metal/LGD/other components.

Additionally, LTB may also be applied to MTO products in less than 15 days.

Extent of refund:

While no cash/bank account refunds are eligible against LTE, the credit given against an LTE is calculated based on internal policy. Please note that this policy is subject to change from time to time dependent on management discretion. Please also note that damaged products may be eligible for LTE, subject to the weight/quantity of the item returned back to us. The calculation methodology of LTE is as below:

- Gold:
Buyback value will be calculated based on the prevailing market rate of gold (of the same purity) on the date of buyback. Stone/bead/silicon weight (if any) will be excluded from the gold valuation.

-Lab-Grown Diamond/Stones:
The buyback value will be the maximum of

-100% of the invoice value of the diamonds(as per invoice price),or

-100% of the prevailing diamond value (after reducing the percentage of original discounts applied in the order) subject to condition of the diamond. The above also applies to pearls/synthetic stones etc

-Making charges, hallmarking/certification charges, and GST.

-Making charges, hallmarking/certification charges, taxes, promo coins and any original discounts on the exchanged product will be deducted in full.

Processing fee:
A processing fee of 7% of the overall value of the above calculations will be deducted as processing and melting fee. This will be charged on the sum of the Gold and Diamond value obtained above.

The Company reserves the right to deduct or recover any additional benefits availed against the order, including but not limited to GIVA coins, crown milestone benefits (to be adjusted to the corresponding value), and similar incentives. The value of coins and bullion shall be calculated at their prevailing market value at the time of adjustment.

In the event that, after such deductions or adjustments, the applicable crown, rewards, or discount milestone is no longer achieved, the Company reserves the right to recover the corresponding rewards. If the individual is unwilling or unable to return the rewards, the Company may adjust the equivalent value against LTE/LTB. If such adjustment is insufficient, the Company reserves the right to deny or withhold LTE/LTB entirely.

Exchange Process

-Initiate a request via the GIVA support team or visit a GIVA store.

-Submit the item with original documents for inspection.

-GIVA’s team will evaluate the product and share the exchange value.

-Once approved, the credited amount will be added to your GIVA Wallet.

-Use this credit to purchase a new GIVA product of equal or higher value by paying the difference (if any).

Important Notes

-All Lifetime Exchange Credit will be issued only to the GIVA Wallet. GIVA promo coins may be deducted in such cases

-Wallet credit is non-transferable and can be used exclusively for purchases on GIVA.

-In case a physical certificate was issued with the order, and the customer has misplaced it, a deduction of Rs 500 will apply.

-GIVA reserves the right to reject exchange requests if the product does not meet the required quality standards

Offers on Products Purchased with LTE Credit:

Items bought using Lifetime Exchange (LTE) Credit are not eligible for return or exchange under the 15-Day Policy. However, they remain eligible under GIVA’s Lifetime Exchange Policy.

If the product’s physical attributes differ, the company reserves the right to reduce from the final payout. If the product is found to be damaged, the evaluation and estimated pricing will be provided within 2 working days.

Lifetime Buyback

Lifetime Buyback or LTB allows a customer to return a Gold product against cash/bank refund which can be used in the purchase of another product. Promo coins will not be refunded in lifetime buyback

Eligibility:

-Made-to-order products

-Items previously exchanged under the 15-day exchange policy

-Orders purchased using Lifetime Exchange Credit

Damaged items are also eligible for LTB. Please note LTB only applies once 15 days have passed from the purchase date.

Exclusions:

-This policy does not apply to coins.

-Items altered or repaired by third parties will not be accepted under this policy.

Exceptions:

-LTB may be applied in less than 15 days if a product has been damaged or if part of it has been lost/broken.

-Additionally, LTB may also be applied to MTO products in less than 15 days.

Extent of refund:

While no cash/bank account refunds are eligible against LTB, the credit given against an LTB is calculated based on internal policy. Please note that this policy is subject to change from time to time dependent on management discretion. Please also note that damaged products may be eligible for LTB, subject to the weight/quantity of the item returned back to us. The calculation methodology of LTB is as below:

Gold:
Buyback value will be calculated based on the prevailing market rate of gold (of the same purity) on the date of buyback. Stone/bead/silicon weight (if any) will be excluded from the gold valuation.

Lab-Grown Diamond/Stones:
The buyback value will be the maximum of

-90% of the invoice value of the diamonds(as per invoice price),

-90% of the prevailing diamond value (after reducing the percentage of original discounts applied in the order) subject to condition of the diamond. The above also applies to pearls/synthetic stones etc

Making charges, hallmarking/certification charges, and GST:
Making charges, hallmarking/certification charges, promo coins , taxes, and any original discounts on the exchanged product will be deducted in full.

Processing fee:
A processing fee of 15% of the overall value of the above calculations will be deducted as processing and melting fee. This will be charged on the sum of the Gold and Diamond value obtained above.

Return Process for LTB

-Initiate a request via the GIVA support team or visit a GIVA store.

-Submit the item with original documents for inspection.

-GIVA’s team will evaluate the product and share the buyback value with customers.

-Upon confirmation from the customer, the refund amount is processed within 7–10 business days.

Important Notes

Lifetime buyback refunds are given back to the customer account without promo coins.

GIVA reserves the right to reject exchange requests if the product does not meet the required quality standards.

In case a physical certificate was issued with the order, and the customer has misplaced it, a deduction of Rs 500 will apply.

Jewellery repair

Jewellery repair service is meant to help customers repair products that may have been damaged over time due to wear and tear or otherwise due to any impact. This is a paid service and may be availed at any of our stores.

Eligibility:

Only GIVA products are eligible for repair. We do not at this time repair products purchased from any other brands.

Please note depending on the type of damage, we may or may not be able to repair a particular piece. This can only be confirmed post assessment from our factory.

Exclusions:

Jewellery repair is a new service, and we will only be able to confirm if we can repair a piece post inspection. In case we cannot repair it, a customer will not be charged.

Exceptions:

Extent of refund:

Policies relating to MTO orders

While MTO orders are covered above in Eligibility Exclusions and Exceptions, we will still highlight some policies wrt to MTO orders.

-Cancellation: MTO orders can only be cancelled within 24 hours of order placement. Since we have to buy metal and also start the manufacturing process, if we start this process once, we have to face a loss. If a cancellation is requested after 24 hours, we reserve the right to deduct the making charge from the refund. Please note even if a 0-making charge offer is running, we reserve the right to reduce the original pre-discount making charge value in this case.

-Delivery time: Typical delivery time for normal MTO orders is 21 calendar days. However, our attempt is to deliver these in about 17-18 days. In case of any delay for up to a week, we request the store team to apologize and communicate to the customers that the order is taking some more time. In any case, we will be able to deliver the item within 28 days. For any adamant customers who are unwilling to listen, the handling will be done on a case by case basis with discretion from the management team/retail head.
For MTO orders where the customers offer their own design - the timeline is 28 days.

-15-day Returns: MTO orders are made exactly as per customer’s requirements so these are not eligible for 15 day returns. If a customer intends to return a product within 15 days, the only way to accept it is via LTE or LTB.

-1-year warranty: This is applicable on MTO products. Policy remains the same as highlighted in the warranty section in this document.

-LTE/LTB: This is also applicable on MTO products. Policy remains the same as highlighted in the warranty section in this document.

-Delays in MTO delivery: For MTO orders on existing GIVA products, we have a 21 day timeline. For MTO orders on custom designs, we have a 28 day timeline. For delays of up to a week, we would request the store teams to attempt to convince customers to not cancel the order. For very adamant customers, we can offer some remedies with the approval of the management retail head/category team. For delays beyond a week, we still request store staff to convince the customer to keep the order with some remedial offers/discounts with requisite approvals, but in such cases, the customers are entitled to receive a full refund, in case they do not agree with the remedy offered by us.

Our Address:

GIVA Jewellery

3rd floor, Magnum Vista, Raghuvanahalli

Bangalore - 560062

Karnataka

Opp KSIT college, above Bata Showroom