Terms and Conditions - Orovia Jewels

Effective Date: 2025 | Version 1.0

General Terms & Conditions of Use
Welcome to Orovia. By accessing our website, placing an order, or purchasing any product from Orovia, you agree to be bound by the following terms and conditions. Please read them carefully before making a purchase. If you do not agree to these terms, kindly refrain from using our services.

1.1 Orovia reserves the right to update, modify, or replace these terms at any time without prior notice. Continued use of our platform after changes constitutes your acceptance of the revised terms.
1.2 All content on this platform — including product images, descriptions, logos, and branding — is the exclusive intellectual property of Orovia and may not be reproduced without written consent.
1.3 Orovia sells authentic 925 sterling silver jewelry. The “925” hallmark certifies that the product contains 92.5% pure silver and 7.5% alloy, meeting internationally recognised standards for sterling silver.
Product Information & Authenticity Policy
All Orovia jewelry is crafted from genuine 925 sterling silver unless explicitly stated otherwise. Every piece is hallmarked and quality-checked before dispatch.

Product Disclaimers:
Minor variations in colour, texture, or finish may occur due to the handcrafted nature of silver jewelry.
Product images are for representational purposes; actual colour may slightly vary depending on your screen settings.
925 silver is a living metal — it may naturally tarnish over time with exposure to air, moisture, or chemicals. This does not constitute a defect.
Gemstone colours in studded pieces are natural and may carry minor inclusions, which are characteristic of genuine stones.

⚠ IMPORTANT: Orovia does not sell gold-filled, or base metal products under the Orovia brand. Any seller claiming to sell “Orovia” products outside our official channels should be treated as unauthorised.
Pricing & Payment Policy
3.1 All prices listed on the Orovia platform are in Indian Rupees (INR) and are inclusive of applicable taxes unless stated otherwise.
3.2 Orovia reserves the right to revise prices at any time without prior notice. The price applicable at the time of order placement shall be the final price charged.
3.3 Accepted payment methods include UPI, credit/debit cards, net banking, and other methods available at checkout. All transactions are encrypted and processed through secure payment gateways.
3.4 Orovia shall not be liable for any bank charges, transaction fees, or currency conversion charges levied by your financial institution.
3.5 In the event of a pricing error on our platform, Orovia reserves the right to cancel orders placed at the erroneous price and issue a full refund.

🔒 All payment information is processed via SSL-secured third-party payment gateways.
Orovia does not store your card or banking credentials on our servers.
Order Placement & Cancellation Policy
4.1 Placing an order on Orovia constitutes a binding offer to purchase. An order is confirmed only upon receipt of an official order confirmation via email or SMS.
4.2 Orovia reserves the right to accept, modify, or cancel any order at its sole discretion, including in cases of stock unavailability, pricing errors, or suspected fraudulent activity.

Order Cancellation by Customer:
Cancellations are accepted only before the order has been dispatched from our facility.
Once a shipment has been picked up by the courier partner, cancellation requests will not be entertained.
To request a cancellation, contact our support team at support@orovia.com with your Order ID and reason for cancellation.
Approved cancellations will receive a full refund to the original payment method within 5–7 business days.

Order Cancellation by Orovia:
Orovia may cancel an order due to product unavailability, quality issues detected during packing, or force majeure events.
In such cases, customers will be promptly notified and a full refund will be processed.
Shipping & Delivery Policy
5.1 Orovia ships orders across India through trusted courier partners. International shipping availability is subject to change; please check the website for updated coverage.
5.2 Standard delivery timelines are 7-12 business days from the date of dispatch. Premium shipping options with shorter delivery windows may be available at checkout.
5.3 Delivery timelines are estimates and may be impacted by public holidays, natural disasters, courier delays, or other factors beyond Orovia’s control.
5.4 A tracking number will be shared with the customer via SMS/email once the order is dispatched. Customers are responsible for monitoring their shipment.

Shipping Charges:
Free shipping is offered on all orders above a specified threshold as communicated on the website.
Orders below the free shipping threshold will attract a flat shipping fee as applicable.

Failed Delivery & RTO (Return to Origin):
If a delivery attempt fails due to an incorrect address, customer unavailability, or refusal of delivery, the package will be returned to our facility (RTO).
A re-delivery fee may be charged for resending the order.
Orovia is not liable for loss or damage caused by incorrect shipping information provided by the customer.
Exchange Policy
📌 Please note: Orovia does not offer a return or refund policy on delivered products. We offer
EXCHANGE ONLY, subject to the conditions outlined below.

Orovia is committed to delivering products of the highest quality. However, in the rare event that you receive a genuinely damaged, defective, or incorrect product, we offer a one-time exchange under the following strict conditions:

6.1 Eligibility for Exchange
Exchange requests will only be considered for products that are damaged, structurally defective, or incorrectly delivered.
The product must be unused, unworn, and in its original packaging with all tags, boxes, and certificates intact.
Exchange requests must be raised within 48 hours of delivery. Requests raised after this window will not be accepted.
Products that show signs of use, alteration, resizing, or tampering are not eligible for exchange.
Natural tarnishing of silver, minor oxidation, or superficial scratches that are characteristic of silver jewelry do not qualify as damage or defects.

6.2 Mandatory Video Proof Requirement
🎥 CRITICAL REQUIREMENT: A clear, uncut unboxing video is MANDATORY to raise any exchange request. Exchange claims without a valid unboxing video will be rejected without exception.

Customers must record and submit the following:
An uncut, unedited video showing the complete unboxing process — from the sealed package being opened to the product being revealed.
The video must clearly show the package seal, courier label, product, and any visible damage or defect.
The damage or defect must be clearly visible and identifiable in the video.
The video must be submitted along with the exchange request via WhatsApp, email, or the designated support channel at the time of raising the request.
Videos recorded after the unboxing, or videos that do not show the unsealing of the original package, will not be accepted.

6.3 Exchange Process
Step 1 — Raise a Request:
Contact Orovia’s customer support within 48 hours of delivery via email at support@orovia.in or
WhatsApp. Provide your Order ID, a description of the issue, and the unboxing video.
Step 2 — Verification:
Our team will review the submitted video and product details within 2–3 business days. If the claim is approved, you will receive a return shipping label or instructions for sending back the product.
Step 3 — Return Shipment:The customer must send back the defective/damaged product in its original packaging. The product must reach our facility in the same condition as shown in the video. Orovia will bear the return shipping cost only if the defect is confirmed.
Step 4 — Exchange Dispatch:
Once the returned product is received and inspected, the exchange item will be dispatched within 5–7 business days. Subject to stock availability, an equivalent or similar product will be sent.

6.4 Non-Exchangeable Items
Customised, personalised, or engraved jewelry pieces.
Products purchased during sale, clearance, or special discount events (unless defective).
Products where the 925 hallmark tag or authenticity certificate has been removed.
Products damaged due to improper use, storage, chemical contact, or accident.
Gift cards and vouchers.
Product Warranty Policy
7.1 Orovia products come with a limited warranty against manufacturing defects for a period of 6 months from the date of purchase.
7.2 This warranty covers structural defects such as broken clasps, snapped chains at unsoldered joints, or loose prong settings that were defective at the time of manufacture.

Warranty Does NOT Cover:
Natural tarnishing or oxidation of silver.
Wear and tear resulting from regular use.
Damage caused by exposure to water, perfumes, chemicals, or harsh environments.
Loss or theft of the product.
Accidental damage, improper storage, or mishandling.

7.3 To claim warranty service, the customer must provide proof of purchase and photographic/video evidence of the defect. Warranty claims are subject to Orovia’s assessment and are fulfilled in the form of repair, exchange, or store credit at Orovia’s discretion.
Intellectual Property Policy
8.1 All content published by Orovia, including but not limited to brand name, logo, taglines, product designs, photography, website content, social media content, and packaging design, is the exclusive intellectual property of Orovia and is protected under applicable Indian and international copyright, trademark, and design laws.
8.2 Unauthorised reproduction, duplication, distribution, modification, or commercial use of Orovia’s intellectual property — in whole or in part — is strictly prohibited and will be pursued under applicable law.
8.3 The Orovia name and logo may not be used in any manner that could imply affiliation, endorsement, or sponsorship without Orovia’s prior written consent.
8.4 Any user-generated content (reviews, testimonials, photographs) shared with Orovia or tagged with our brand on social media grants Orovia a non-exclusive, royalty-free, perpetual licence to use such content for promotional purposes.
Privacy Policy
At Orovia, we are committed to protecting your personal information. This Privacy Policy outlines how we collect, use, store, and protect your data.

9.1 Information We Collect
Personal identification information: Name, email address, phone number, and shipping address.
Payment information: Processed via secure third-party gateways; Orovia does not store payment credentials.
Device and usage data: IP address, browser type, pages visited, and time spent on our platform.
Communication data: Messages, emails, or WhatsApp exchanges with our support team.

9.2 How We Use Your Information
To process and fulfil your orders.
To communicate order updates, tracking information, and support responses.
To improve our products, website, and customer experience.
To send promotional offers, newsletters, or new product updates — only if you have opted in.
To comply with applicable legal obligations and prevent fraud.

9.3 Data Sharing
Orovia does not sell, rent, or trade your personal data to third parties. Data may be shared with:
Courier and logistics partners solely for delivery purposes.
Payment gateway providers for transaction processing.
Legal authorities, if required by applicable law.

9.4 Data Retention & Security
Customer data is retained for as long as necessary to fulfil the purposes outlined in this policy or as required by law.
We implement industry-standard SSL encryption and security protocols to protect your data.
You may request deletion of your personal data by writing to privacy@orovia.in, subject to applicable legal requirements.

9.5 Cookies
Our website uses cookies to enhance browsing experience and analyse site traffic. You may disable cookies in your browser settings; however, this may affect website functionality.
Jewelry Care & Maintenance Advisory
To preserve the quality and longevity of your Orovia 925 silver jewelry, we recommend the following care practices:
Store jewelry in the provided Orovia pouch or airtight zip-lock bag when not in use to minimise tarnishing.
Avoid contact with water, sweat, perfumes, hair sprays, lotions, and household chemicals, as these accelerate tarnishing.
Remove jewelry before swimming, bathing, exercising, or engaging in household tasks.
Clean silver jewelry gently with a soft, lint-free cloth or a silver polishing cloth. Do not use abrasive materials.
For heavily tarnished pieces, a mild solution of lukewarm water and a drop of dish soap can be used. Dry immediately and completely after cleaning.
Do not use ultrasonic cleaners or commercial dips unless specified safe for 925 silver.

ℹ Tarnishing is a natural property of sterling silver and does not indicate poor quality. It is easily reversible with proper cleaning. Tarnish-related discolouration is not covered under our exchange policy.
Limitation of Liability
11.1 Orovia’s liability in any dispute arising from a purchase shall be limited to the original invoice value of the product in question.
11.2 Orovia shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to loss of profits, goodwill, or data.
11.3 Orovia makes no warranties, express or implied, beyond what is explicitly stated in these policies.
11.4 Orovia is not responsible for delays or failures in performance caused by circumstances beyond its reasonable control, including but not limited to natural disasters, government actions, strikes, pandemics, or internet disruptions.
Governing Law & Dispute Resolution
12.1 These Terms and all related matters shall be governed by and construed in accordance with the laws of India, specifically the Consumer Protection Act, 2019, the Information Technology Act, 2000, and other applicable statutes.
12.2 Any disputes arising from these Terms shall first be attempted to be resolved amicably through Orovia’s customer support within 30 days of the dispute being raised.
12.3 If amicable resolution is not achieved, the dispute shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be [City], India.
12.4 All legal proceedings shall be subject to the exclusive jurisdiction of the courts located at [City], India.

Customer Support Email:
support@orovia.com

Privacy Concerns:
privacy@orovia.com

WhatsApp Support:
+91 9136101749

Business Hours:
Monday to Saturday, 10:00 AM – 6:00 PM IST

Registered Business Address:
[Orovia Registered Address], India

We aim to respond to all customer queries within 24–48 business hours. For exchange requests, please ensure you follow the mandatory video submission process outlined in Section 6 of this policy.

OROVIA — Crafted in Silver, Worn with Purpose.