Refund policy
Return, Refund & Exchange Policy
Last updated: 18th August 2026
Strand Studio LLP ("STRAND", "we") stands behind everything we sell. This policy explains how returns work.
1. Your statutory rights come first
Nothing in this policy limits your rights under the Consumer Protection Act, 2019. If an item arrives damaged, defective, incorrect, or materially different from its description, you are entitled to a remedy — and that applies to every item we sell, including items bought on sale or with a discount code, and regardless of whether any time window described below has passed.
The procedures below help us resolve things quickly. They do not replace your legal rights.
2. Report a problem within 3 days
Please inspect your order on arrival and tell us within *3 days of delivery* if anything is wrong. Email support.strand@gmail.com with your Order ID and photographs or video of the issue.
Reporting quickly helps enormously — it lets us raise a claim with our courier while evidence is fresh. If you're outside 3 days and the item is genuinely defective, still write to us. We will not refuse a legitimate defect claim on timing alone, and latent defects (plating lifting, clasp failure, stone loss) are covered.
3. Change of mind
Because jewellery is worn against the skin, we can't accept returns simply because you've changed your mind, unless the item is unworn with its hygiene tag intact and its original packaging. Where those conditions are met, we accept change-of-mind returns within 3 days of delivery; return shipping in that case is at your cost.
4. Unboxing video — strongly recommended
We ask customers to record an unbroken video of the parcel being opened, showing the shipping label before it is cut. It is the single most useful piece of evidence in a courier damage dispute and lets us resolve those claims within a day or two.
It is not mandatory. If you don't have one, we will still assess your claim on photographs and other evidence. A missing video will never, by itself, be a reason to refuse a legitimate claim.
5. How to start a return
1. Email support.strand@gmail.com within 3 days of delivery.
2. Include your Order ID, photographs of the issue, and your unboxing video if you have one.
3. We'll acknowledge within 48 hours with a ticket number and tell you the outcome within 5 business days.
4. If approved, we'll email a prepaid reverse pickup label. Don't ship anything back before you have one.
Approved returns are routed to: Strand Studio LLP, T-6, Tower 5, Mana Tropicale, Carmelram, Bangalore South, Bangalore, Karnataka, India, 560035
Where the item is damaged, defective or incorrect, we pay return shipping. For change-of-mind returns, return shipping is at your cost.
6. Your choice of remedy
If your claim is approved, you choose between:
- Replacement of the same item (usually the fastest — dispatched within 2 business days)
- Exchange for a different item of equal value
- Full refund to your original payment method
We may suggest one option, but the choice is yours.
7. Conditions for change-of-mind returns
For change-of-mind returns only (Section 3), we ask that:
- The hygiene tag is intact and untampered
- The item is unworn and unused
- Original packaging is included
- You can show proof of purchase
These conditions do not apply to damaged, defective, or incorrect items. Obviously we don't expect a broken necklace to be in perfect condition.
8. Items we can't take back on change of mind
- Gift cards
- Customised or personalised pieces
- Pierced earrings once the hygiene seal is broken (health regulations)
Again: this applies only to change of mind. Every item above is fully returnable if it arrives damaged, defective, or incorrect.
9. Cancellations
You can cancel any order free of charge at any time before it is dispatched — email support.strand@gmail.com with your Order ID. Once you've received the shipping confirmation, treat it as a return instead.
10. Refund timelines
- Refunds are initiated within 3–5 business days of approval (for returned goods, within 3–5 business days of the item reaching us).
- Your bank or card issuer typically takes a further 3–7 business days to post the funds.
- If you haven't seen the money 10 business days after we confirmed the refund, email support.strand@gmail.com and we'll trace it with Razorpay.
11. Unresolved issues
If you're unhappy with how we've handled a return, escalate to our Grievance Officer at strandfounder@gmail.com. Complaints are acknowledged within 48 hours and resolved within one month.
You may also contact the National Consumer Helpline (1915) or file at edaakhil.nic.in.