Nairobi Gold Chain

Replacement/Exchange process:

We have a 7-day replacement/exchange policy, which means you have 7 days after receiving your item to request a replacement/exchange.

For the replacement, the customer has to inform us that they want the replacement of the product they purchased from us.

For the exchange, the customer has to update us with the product they want in the exchange, If the selected product value is higher than your return order. In that case, you have to pay the difference amount.

The fastest way to ensure you get what you want is to return the item you have, and once the replacement or exchange request is accepted, do not make a separate purchase for the new item because our team will manage the replacement/exchange order.

Refund process:

We do provide the refund but in the case of refund, the customer has to inform us within 24 hours of the product delivery. If the customer is not able to inform us within 24 hours then that order is not eligible for the refund anymore.

To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. The customer will bear the shipping charges in the refund process. The Customer has to send the shipment to us.

In case of a refund, your account will be credited with a Web Credit Note or bank transfer worth the order value (excluding courier cost of Rs.200/-).

Damages and issues:

Please inspect your order upon reception and contact us immediately (within 24 hours of product delivery) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items:

Custom products (such as special orders or personalized items) types of items cannot be returned. We also do not accept replacement/exchange of that products. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, offers or gift cards .

After the shipment is delivered to the warehouse:-

Replacement/Exchange

We will notify you once we’ve received and inspected your return, and update you with your replacement/exchange order details. We are not able to provide the exchange order's difference amount for the COD.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will inform you which payment method you want to choose out of our available options. After that, you’ll be automatically refunded on your convenient payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Customer support:

To start a process, you can WhatsApp us on +91 9313926085 or contact us at help@Zivilia.com. For the return process, we are only available via WhatsApp and emails right now. If your return is accepted, we’ll send you a return shipping label, as well as for instructions regarding the process of reveres pickup.

The current situation of the covid-19 pandemic affects the shipment delivery and it might delay. We also follow the government guidelines considering your safety.

Items sent back to us without first requesting a return will not be accepted.