Returns, Replacements Cancellations

At Neuma, we stand behind the quality of every piece we ship. Each product is crafted in genuine 92.5 sterling silver and undergoes a detailed inspection before dispatch. Our policies are designed to be clear, protective, and fair — both for you and for us.

Returns & Replacements

We do not accept returns or exchanges, except in cases where:

  • The product is damaged during transit, or
  • There’s a clear fulfillment error (such as a wrong or missing item)

Returns will not be accepted for personal preference, sizing concerns, or minor surface variations that naturally occur in handcrafted silver.

If your order is damaged on arrival:

  • Email contact@neumaindia.com within 24 hours of delivery
  • Share your order number and clear, timestamped photos of:
    • The damaged item
    • The outer packaging and shipping label
  • Once approved, we’ll schedule a reverse pickup. Refunds or replacements will be processed only after the item is received and passes inspection.

Neuma reserves the right to reject any return request that does not comply with these conditions.

Reverse Pickup Exceptions & Shipping Reimbursement

While most pin codes are forward and reverse serviceable, some may support only forward shipping. In such rare cases, if a pickup is not possible:

  • You may be asked to return the product via a trusted courier (e.g., India Post)
  • We’ll reimburse up to ₹70 towards shipping cost
  • Any amount above ₹70 (courier charges, duties, taxes, etc.) will be deducted from the final refund
  • If your pincode is non-serviceable and the pickup is unsuccessful, you are responsible for sending the product back to our warehouse. A flat ₹70 will be included in your refund.

Empty Parcel or Missing Product Protocol

If you receive an empty parcel or believe an item is missing:

  • Contact us at contact@neumaindia.com within 24 hours of delivery
  • A 360-degree unboxing video (from seal to full unwrapping) is mandatory to process such claims
  • In the absence of this video, or if signs of tampering are evident, Neuma reserves the right to decline the claim after internal review.
  • All such decisions will be taken at the sole discretion of the brand and will be considered final.

Missing Items in Return Pickups

If a customer returns multiple products but not all are received by us:

  • The refund amount will be adjusted
  • The full MRP of the missing item(s) may be deducted from the total refund
  • Please ensure all items being returned are packed securely, and that you retain proof of return until your refund is processed.

Refunds

Refunds are processed within 7–10 working days after the returned item is received and cleared through inspection.
If return shipping is not covered by Neuma, the customer is eligible for ₹70 reimbursement, as per policy.
Refunds will only be issued to the original method of payment. In some cases, store credit may be offered instead of a cash refund.

Cancellations

Orders may be cancelled within 6 hours of placement, provided they haven’t already been processed or dispatched.
Customized, engraved, or limited-edition items are not eligible for cancellation.
To cancel, email us at contact@neumaindia.com with your order number.

Non-Returnable Items

  • Customized or engraved pieces
  • Final sale or discounted items
  • Products returned in used, altered, or incomplete condition
  • Any item returned without prior approval

Visual Disclaimer

  • Product visuals may vary slightly due to lighting, photography, and screen settings. These differences do not qualify as defects.
  • Minor surface irregularities or textural variations are part of silver’s natural character and reflect its handcrafted nature.

Policy Updates & Customer Consent

All policies on our website — including this one — are subject to change without prior notice. Neuma is not obligated to individually notify customers of updates.
By placing an order, you agree to abide by this policy and all other terms listed on our website.