Refund policy

At ISTAA, each piece of jewellery is carefully crafted and quality-checked before dispatch. We accept returns or exchanges only in the event of a damaged or defective product.

Eligibility for Return or Exchange

  • Returns and exchanges are accepted only for damaged, defective, or incorrect items.
  • In select cases, size-related exchanges may be accommodated, subject to availability.
  • Customers are requested to carefully review product details, size, colour, and quantity before placing an order.

Mandatory Unboxing Video

To initiate any return or exchange request, a clear 360° unboxing video is compulsory.
The video must:

  • Show the sealed package from all sides
  • Capture the unboxing process from start to finish
  • Clearly display the product and its condition

Requests submitted without a proper unboxing video will not be accepted.

Conditions for Return

To be eligible:

  • The item must be unused, unworn, and unaltered
  • All original tags, certificates (if any), and packaging must be intact
  • Proof of purchase must be provided

Return Window

  • All return or exchange requests must be raised within 24–48 hours of delivery.
  • Requests received after this period will not be eligible.
  • Items sent without prior approval will not be accepted.

How to Initiate a Return or Exchange

Please email us at care@istaa.co with:

  • Order ID
  • Reason for return or exchange
  • Mandatory unboxing video

Once approved, return instructions will be shared.

Return Address:
ISTAA Jewellery
10, Pramukh Avenue, Opp. Aashka Hospital,
Sargasan, Gandhinagar, Gujarat, India

Damaged or Incorrect Items

Please inspect your order immediately upon delivery.
If you receive a damaged, defective, or incorrect item, contact us within 24–48 hours so we can review and resolve the issue promptly.

Non-Returnable Items

The following are not eligible for return or exchange:

  • Used or worn jewellery
  • Items without original packaging or tags
  • Products purchased during sales or promotions (unless defective)
  • Customized, engraved, or made-to-order items
  • Items showing signs of tampering or damage not reported in the unboxing video

ISTAA reserves the right to refuse returns that do not meet these conditions.

Exchanges

Once a return is approved and received, an exchange will be processed subject to product availability.
If the requested item is unavailable, store credit or a refund may be offered.

Refunds

  • Refunds will be initiated after inspection and approval.
  • Approved refunds will be processed to the original payment method within 7–10 business days.
  • COD refunds will be processed via bank transfer or store credit.
  • Processing time may vary depending on your bank or payment provider.

If more than 15 business days have passed since refund approval, please contact us at care@istaa.co.