Refund policy

Nitra Fine Silver Jewellery | Last updated: 11 April 2026

At Nitra, every piece is handcrafted in our workshops and quality-checked with care before it makes its way to you. We want you to love what you receive — and on the rare occasion that something isn't quite right, we've put together a simple, transparent process to make it easy for you to return your purchase and choose something else from our collection.

Please take a moment to read through this policy before placing your order, so you know exactly what to expect.

1. Our 5-Day Return Window

We offer a 5-day return window from the date of delivery. If you'd like to return your purchase, please reach out to us within this period and we'll be happy to guide you through the process. Returns requested after 5 days from delivery will, unfortunately, not be eligible.

To qualify for a return, the product must be:

Unused, unworn, and in its original pristine condition
Returned with all original packaging, tags, authenticity cards, invoices, and any complimentary items received with the order
Free from any signs of wear, damage, scratches, or alteration

2. How to Initiate a Return

We've kept the process simple and personal. Here's how it works:

Step 1 — Write to us.
Within 5 days of receiving your order, please email us at nitra.marketplace@gmail.com with your order number, the item you'd like to return, and a brief reason. A few photos of the piece in its original condition are appreciated and help us process your request faster.

Step 2 — We review your request.
Our customer support team will review your return request and respond within 24 to 48 hours. Once your request is approved, we'll share the next steps with you over email.

Step 3 — We arrange the pickup.
Once approved, we will schedule a reverse pickup through our trusted courier partner from your shipping address. Please note that the reverse shipping charges will be borne by the customer and will be deducted from your final store credit. We'll share the exact shipping cost with you before the pickup is arranged, so there are no surprises.

Step 4 — Pack the item carefully.
Please pack the product securely in its original box and packaging, along with all tags, cards, and accessories. We recommend taking a short video of the packing process for your own records.

3. Quality Inspection

Once the returned product reaches our Hyderabad store, our quality team will carry out a thorough inspection. This typically takes 1 to 2 working days from the date of receipt. We will check that the piece is:

In its original, pristine condition
Unworn and unused
Free from scratches, dents, tarnish from wear, or any other damage
Complete with all original packaging, tags, authenticity cards, and complimentary items

If the product passes our quality inspection, we will proceed to issue your store credit. In the rare event that the returned product does not meet these conditions, we will reach out to you with photos and details, and the piece will be shipped back to you. Return shipping charges in such cases will also be borne by the customer.

4. Your Store Credit

Once your return is approved after the quality inspection, we will issue you a Nitra Gift Card Coupon equal to the amount you paid for the product, minus the reverse shipping charges.

For example, if you paid ₹5,000 for a piece and the reverse shipping cost is ₹150, your Nitra gift card will be issued for ₹4,850.

Here's how the gift card works:

It will be sent to your registered email address as a unique code, usually within 48 hours of your return being approved
It can be used towards any purchase on www.nitra.in
It is valid for 12 months from the date of issue
It can be used in full or across multiple orders until the balance is exhausted
It is non-transferable and cannot be exchanged for cash or transferred to another account

If your new purchase is of higher value than the gift card, you can pay the difference at checkout using any of our standard payment methods.

5. Items Not Eligible for Return

The following items are not eligible for return under any circumstances:

Customised, personalised, or engraved pieces
Made-to-order designs and bespoke commissions
Pierced earrings and nose pins, for hygiene reasons
Items purchased during clearance sales or marked as "Final Sale"
Gift cards
Products returned without their original packaging, tags, or authenticity cards
Products showing any signs of wear, use, or damage

6. Damaged, Defective, or Incorrect Items

In the rare event that you receive a product that is damaged in transit, manufactured incorrectly, or different from what you ordered, please reach out to us within 24 hours of delivery at nitra.marketplace@gmail.com with the following:

Your order number
Clear photos of the product showing the issue
A complete, unedited 360-degree unboxing video, recorded in one continuous take, beginning with the sealed package

Our team will review your request within 48 hours. If the claim is verified, we will arrange a replacement of the same item at no cost to you, with no shipping charges deducted. Please note that claims raised after 24 hours of delivery, or without an unboxing video, may not be eligible.

7. Order Cancellations

If you'd like to cancel your order, please write to us at nitra.marketplace@gmail.com or call us on +91-9391979905 within 12 hours of placing it. Once an order has been packed, dispatched, or sent into production, it can no longer be cancelled.

For prepaid cancellations processed in time, the full amount will be refunded to your original payment source within 5–7 working days.

8. Important Notes

All returns are subject to approval by our customer support and quality teams. We reserve the right to decline a return if the product does not meet the conditions outlined in this policy.
Reverse shipping charges, once communicated, are non-negotiable and will be deducted from the final store credit value.
Store credit is the only form of refund offered for change-of-mind returns. We do not offer cash refunds, bank transfers, or refunds to the original payment source.
This policy applies only to orders placed on www.nitra.in. Purchases made through any other platform will be governed by that platform's return policy.

9. We're Here to Help

If you have any questions before, during, or after your return — or if you'd like help choosing your next Nitra piece using your store credit — please don't hesitate to reach out.

Email: nitra.marketplace@gmail.com
Phone / WhatsApp: +91-9391979905
Hours: Monday to Saturday, 11:00 AM – 6:00 PM IST

Thank you for choosing Nitra, and for trusting us with a small piece of your story.