Return & Refund Policy

1. OVERVIEW

At Silvorn LLP, we are committed to ensuring complete customer satisfaction with every purchase.
This Refund & Return Policy outlines our procedures for returns, refunds, and the use of our innovative
wallet-based token redemption system. We believe in making the return process transparent, fair, and
convenient for all our valued customers.

2. ELIGIBILITY FOR RETURNS & REFUNDS
2.1 General Eligibility Criteria
Products are eligible for return and refund under the following conditions:
1. Purchase must be made through the Silvorn LLP e-commerce platform (www.silvorn.com or
authorized sales channels)
2. Return request must be initiated within 2 days from the date of delivery
3. Item must be in original, unused, and undamaged condition
4. All original packaging, certificates of authenticity, warranty cards, and documentation must be
intact and included
5. Item must be free from scratches, dents, modifications, alterations, or signs of wear
6. Return authorization must be obtained from our customer service team before shipping
7. For customs orders (if applicable), return request must be initiated within the specified
time frame regardless of customs clearance delays
2.2 Refund Eligibility Window
• Standard Return Window: 2 days from delivery date
• Extended Return Window: Available for defective or damaged items discovered after the 5-day period (items must show clear manufacturing defects and not be related to customer handling)

3. NON-RETURNABLE ITEMS
The following items CANNOT be returned or refunded under any circumstances:
• Custom-designed or personalized jewelry pieces (including engraved or monogrammed items)
• Resized, altered, or modified jewelry pieces
• Items showing visible signs of wear, damage, or usage
• Jewelry pieces with missing components, clasps, stones, or settings
• Final sale items (as clearly marked on product page at time of purchase)
• Items purchased with promotional "No-Return" codes or discounts exceeding 60% off
• Clearance or liquidation sale items
• Items without original tags, certificates, or packaging
• Jewelry returned without complete documentation or authenticity certificates
• Items damaged due to customer mishandling, neglect, or improper storage
• Items affected by external factors such as oxidation caused by environmental exposure or
improper care
• Gift items without proof of purchase from original buyer
• Items returned after 2 days from delivery date (unless manufacturing defect is proven)

4. RETURN APPROVAL PROCESS
4.1 Initiating a Return
Step 1: Contact Customer Service
Customers must contact Silvorn LLP customer service within 30 days of delivery with:
• Order ID and purchase date
• Product name, SKU, and quantity
• Clear, detailed reason for return
• Photographs of the item showing condition and packaging
Contact Details:
• Email: info@silvorn.com
• Customer Service Portal: www.silvorn.com/returns
• WhatsApp Support: +91-6383680796
• Call Center: +91-6383680796 (Monday-Saturday, 10:00 AM - 6:00 PM IST)
Step 2: Return Authorization
Our customer service team will review the return request within 2-3 business days and will:
• Verify eligibility based on this policy
• Assess product condition through provided photographs
• Issue a unique Return Authorization Number (RAN) if approved
• Provide prepaid return shipping label (for approved returns)
• Send detailed return instructions
Step 3: Shipping the Item
Once Return Authorization is granted:
• Pack the item securely in original packaging with all components, certificates, and
documentation
• Include the Return Authorization Number clearly on the package exterior
• Use the provided prepaid return shipping label
• Shipment received to the designated return address within 7 days of receiving the RAN
Return Address:
Silvorn LLP - Returns Department
10/1, Meenakshi Kovil Street, South Avani Moola Street,
Opposite to Central Bank,
Madurai, Tamil Nadu
India - PIN 625001
Step 4: Return Receipt & Inspection
• Upon receipt, our team will inspect the item and verify condition within 5-8 business days
• A confirmation of receipt will be sent to the customer's registered email
• If item condition matches return approval terms, the refund will be initiated
• If item shows signs of use beyond acceptable wear, the return may be rejected and item will be reshipped to customer

5. RETURN CRITERIA & CONDITION REQUIREMENTS
5.1 Acceptable Condition Standards
Items must meet the following condition requirements to qualify for a full refund in wallet tokens:
Packaging:
• Original jewelry box or packaging intact and unused
• All protective materials, tissue wrapping, and inserts present
• No damage to packaging exterior or interior
• All seals and original closures must be intact
Jewelry Condition:
• Completely unused and unworn
• No scratches, scuffs, or surface blemishes
• No dents, bends, or structural damage
• All stones (if any) must be secure and undamaged
• All clasps, closures, and functional elements must work perfectly
• No discoloration, tarnish, or oxidation on silver surfaces
• Free from dust, fingerprints, or residue
Documentation:
• Certificate of authenticity present and unfolded
• Warranty card and hologram seal intact
• All original tags and labels attached
• Purchase receipt or order confirmation included
5.2 Acceptable Wear Tolerance
Minor acceptable wear includes:
• Light surface dust or fingerprints (immediately cleanable)
• Very slight packaging creases (from storage, not from use)
• No jewelry wear whatsoever is acceptable

6. SILVORN LLP TOKEN WALLET REFUND SYSTEM
6.1 No Cash Refunds - Token-Based Redemption Only
Silvorn LLP does not issue cash refunds. All approved refunds are credited as Silvorn Tokens into
the customer's digital wallet account. These tokens represent store credit and can be redeemed
exclusively on Silvorn LLP for future purchases.
6.2 Understanding Silvorn Tokens
What are Silvorn Tokens?
• Digital store credit units that hold monetary value equivalent to the refunded product price
• 1 Silvorn Token = ₹1 (INR) in purchasing power
• Non-transferable and non-convertible to cash
• Tokens are stored securely in the customer's Silvorn LLP digital wallet
• Tokens never expire and remain valid indefinitely until redeemed
Example:
• Customer returns a silver bracelet worth ₹5,000
• ₹5,000 is credited as 5,000 Silvorn Tokens to the wallet
• Tokens can be used on any future purchase
6.3 Wallet Account Features
• Each customer receives a unique digital wallet upon account creation
• Wallet balance is visible in the "My Account" section and on order pages
• Real-time updates whenever tokens are added (from returns) or deducted (from purchases)
• Customers receive email notifications for every wallet transaction
• Wallet statements available for download at any time
• Secure login required to access or modify wallet
• Wallets are encrypted and protected by industry-standard security protocols

7. TOKEN REFUND TIMELINE
7.1 Refund Processing Timeline
The following timeline applies to all approved returns:
Step Timeline Details
Return Request
Submission
Customer initiates return through customer service
Eligibility Review Team assesses return eligibility and sends decision
Return Authorization RAN issued and return shipping label provided
Shipping & Transit Customer ships item; delivery takes 2-3 days on
average
Receipt & Inspection Team receives, inspects, and verifies item condition
Token Credit Approved refunds credited to wallet immediately
Total Processing Time From return request to token availability in wallet
7.2 Accelerated Processing Option
Customers who ship returns via Priority/Express Courier may receive accelerated processing:
• Return inspection completed within 2 business days of receipt
• Tokens credited immediately upon approval (within 24 hours)
• Note: Express shipping costs are borne by customer; standard return label is prepaid
7.3 Notification & Confirmation
Customers will receive email notifications at each stage:
1. Return Authorization issued
2. Return item received
3. Inspection completed
4. Tokens credited to wallet (with confirmation of token value and wallet balance)

8. WALLET TOKEN REDEMPTION PROCESS
8.1 How to Redeem Tokens
Method 1: Automatic Deduction at Checkout
1. Select products and proceed to checkout
2. System automatically displays available wallet balance
3. Select option to "Use Wallet Tokens" to redeem
4. Tokens are automatically deducted from purchase total
5. Pay remaining balance (if any) using preferred payment method
Method 2: Manual Redemption Request
If automatic system is unavailable:
• Contact customer service with redemption request
• Specify number of tokens to redeem
• Team will process within 24 hours and generate discount code
• Discount code can be applied to any purchase within 30 days
8.2 Scenarios: How Token Redemption Works
Scenario 1: Wallet Balance Greater Than Purchase Amount
• Original Refund Tokens in Wallet: ₹10,000
• New Purchase Price: ₹6,500
• Result: ₹6,500 deducted from wallet, ₹3,500 remains
• No additional payment needed
• Wallet Balance After Purchase: ₹3,500
Scenario 2: Wallet Balance Less Than Purchase Amount
• Original Refund Tokens in Wallet: ₹4,000
• New Purchase Price: ₹8,500
• Result: ₹4,000 deducted from wallet toward purchase
• Amount Due: ₹8,500 - ₹4,000 = ₹4,500
• Customer pays ₹4,500 using any payment method
• Wallet Balance After Purchase: ₹0
Scenario 3: Multiple Purchases with Wallet Balance
• Wallet Balance: ₹2,000
• First Purchase: ₹3,000
1. ₹2,000 from wallet + ₹1,000 paid (Wallet: ₹0)
• Customer returns 1st purchase (₹3,000 refund)
1. ₹3,000 added to wallet (Wallet: ₹3,000)
• Second Purchase: ₹2,500
1. ₹2,500 from wallet, ₹500 balance remains (Wallet: ₹500)
Scenario 4: Partial Token Redemption
• Wallet Balance: ₹7,500
• Customer chooses to use only ₹5,000 tokens toward ₹9,000 purchase
• ₹5,000 deducted from wallet, ₹4,000 paid by customer
• Wallet Balance After: ₹2,500
• Note: Full wallet balance is automatically applied unless customer specifically requests partial
use
8.3 Wallet Balance Visibility
Customers can view their wallet balance:
• Online Dashboard: www.silvorn.com/account/wallet
• Mobile App: Dedicated "My Wallet" section
• Email Receipts: Wallet balance shown on every purchase confirmation
• Customer Service: Upon request via email, phone, or chat
• SMS Notifications: Optional alerts when balance changes

9. REFUND ELIGIBILITY DENIALS & APPEALS
9.1 Reasons for Return Rejection
Returns may be denied if:
1. Item shows signs of wear, damage, or usage beyond acceptable standards
2. Original packaging is damaged, opened, or missing
3. Certificates of authenticity or warranty cards are absent or damaged
4. Return Authorization is not obtained before shipping
5. Item arrives damaged due to improper packaging during return shipment
6. Return is initiated beyond the 30-day window without proven manufacturing defect
7. Item matches non-returnable categories listed in Section 3
8. Documentation or proof of purchase is unavailable
9. Item was purchased from unauthorized third-party sellers
9.2 Notification of Denial
When a return is denied:
• Customer receives detailed email explaining reasons for denial
• Photographs and inspection report are provided as reference
• Customer is offered 2 days to appeal the decision
• Customer's item will be returned at no additional cost (using Silvorn's prepaid label)
9.3 Appeal Process
To appeal a return denial:
1. Email appeals@silvornllp.com within 2 days of denial notification
2. Include original order ID, RAN, and detailed explanation of appeal
3. Provide additional photographs or evidence supporting the appeal
4. Silvorn LLP will conduct a secondary inspection review within 5-7 business days
5. Appeal decision is final; no further appeals are accepted

10. SHIPPING & LOGISTICS
10.1 Return Shipping
Prepaid Return Label:
• Approved returns receive prepaid return shipping labels from Silvorn LLP
• Return shipping is completely free for approved returns
• Labels are valid for 2 days from issuance date
• Customers must use the provided label for free shipping
If Customer Arranges Own Shipping:
• Customers may arrange their own return shipping at personal cost
• Risk of loss or damage during transit is borne by customer
• Shipping cost cannot be reimbursed or deducted from refund
• Item must still arrive within 5-6 days of RAN issuance
10.2 Tracking & Insurance
• All returns must be shipped via trackable courier service (speed post, express, or courier)
• Customers are responsible for obtaining tracking number and proof of shipment
• Optional: Customers may purchase return shipment insurance at nominal cost
• Silvorn LLP is not liable for items lost during return shipment
10.3 Damaged Items in Transit
If item arrives damaged due to shipping:
• Damage must be reported within 48 hours of return receipt
• Photographs of damage and packaging must be submitted
• Silvorn LLP will investigate and may approve partial or full refund
• Claim settlement takes 5-7 additional business days

11. EXCHANGES & STORE CREDIT
11.1 Product Exchanges
Instead of returning for refund, customers may exchange for:
• Different size of the same product
• Different color or variant of the same product
• Different product of equal or higher value
• Process: Contact customer service with exchange request; approved exchanges ship within 5- 7 business days at no additional cost
11.2 Store Credit
Customers may request tokens be converted to store credit in the following scenarios:
• Providing referrals or positive reviews (token bonus)
• Birthday or loyalty rewards
• Special promotional events
• Store credit is issued as additional tokens and follows the same redemption rules

12. DEFECTIVE & DAMAGED ITEMS
12.1 Manufacturing Defects
If an item is defective due to manufacturing (not customer mishandling):
1. Customer must report defect within 30 days of delivery
2. Report must include detailed description and photographs of defect
3. Silvorn LLP will verify and assess the defect within 3 business days
4. Options available:
a. Full token refund to wallet
b. Free replacement item (shipped within 5 business days)
c. Exchange for alternative product of similar value
5. Defective item must be returned for verification or sent to authorized inspection center
6. No deductions are made for defective items (full refund issued)
12.2 Damage During Delivery
If item arrives damaged:
1. Photograph damage and packaging immediately upon receipt
2. Report to customer service within 24 hours of delivery with photographs
3. Do not open or use the item further (preserves evidence and eligibility)
4. Silvorn LLP will arrange collection of damaged items at no cost
5. Full refund (as tokens) or replacement will be processed within 5 business days of verification

13. DISCREPANCY & DISPUTE RESOLUTION
13.1 Discrepancy Claims
If customer believes they have been overcharged or refund is incorrect:
1. Submit detailed claim within 7 days of the discrepancy discovery
2. Include: Order ID, transaction details, and explanation of discrepancy
3. Provide supporting documentation (screenshots, receipts, invoices)
4. Silvorn LLP will investigate within 5 business days
5. Resolution will be communicated via email with corrective action
13.2 Dispute Escalation
If customer is unsatisfied with resolution:
1. Request escalation to Silvorn LLP Management within 7 days
2. Provide detailed explanation and all supporting documents
3. Senior management will conduct full review within 10 business days
4. Final decision is binding; further escalation is not available within Silvorn LLP
5. Customers retain right to pursue claims through legal channels if necessary

14. SPECIAL CIRCUMSTANCES
14.1 Return Due to Wrong Item Received
If customer receives an incorrect item:
1. Report discrepancy within 24 hours of delivery
2. Provide order details and photograph of item received
3. Silvorn LLP will provide prepaid return label for wrong item
4. Correct item will be shipped immediately at no additional cost
5. Expedited processing is provided (typically 5-7 business days)
6. No refund is necessary; customer receives correct item at no charge
14.2 Return of Duplicate Orders
If customer accidentally placed duplicate orders:
1. Contact customer service within 48 hours of second order placement
2. Provide details of both order IDs
3. If second order has not shipped: Cancellation is processed; no return needed
4. If second order has shipped: Standard return process applies; tokens issued to wallet
14.3 Return Due to Change of Mind
Returns initiated due to customer's change of mind (not product defect):
1. Must meet all standard return eligibility criteria (Section 2.1)
2. Return Authorization must be obtained; returns without RAN are not accepted
3. Item must be completely unused with original packaging intact
4. Full token refund is issued upon approval
5. No restocking fees or deductions are applied

15. WALLET SECURITY & PROTECTION
15.1 Wallet Safety
Silvorn LLP ensures wallet security through:
• End-to-end encryption of all wallet data
• Secure login with password and optional two-factor authentication (2FA)
• Protection against unauthorized access and fraudulent redemption
• Regular security audits and compliance with data protection standards
• Backup systems to prevent data loss
• Customer service verification before wallet account recovery
15.2 Wallet Account Recovery
If customer loses access to their wallet account:
1. Contact customer service with account recovery request
2. Provide identity verification (email, phone, and details from past orders)
3. Silvorn LLP will verify ownership and reset access within 2-3 business days
4. Wallet balance is fully restored upon account recovery
5. Password can be reset using registered email or phone number
15.3 Fraudulent Claims Prevention
To prevent fraud:
• Multiple rapid refund requests trigger automatic review
• Patterns of suspicious returns are investigated
• Customer service team may request additional verification for claims exceeding ₹25,000
• Serial numbers and product IDs are tracked to prevent duplicate returns
• Repeat fraudulent activity results in account suspension and legal action

16. GENERAL TERMS & CONDITIONS
16.1 Policy Modifications
• Silvorn LLP reserves the right to modify this policy at any time
• Changes will be communicated via website, email, and customer account notifications
• Modified policy applies to all returns initiated after the effective date announced
• Existing return requests in progress will follow the policy in effect at request initiation
16.2 Policy Applicability
• This policy applies exclusively to purchases made through Silvorn LLP e-commerce platform
• Returns from third-party marketplace sellers (if any) follow those platforms' policies
• Corporate or bulk orders may have different return terms (as specified in order)
• International returns have additional customs and import considerations (separate terms
available)
16.3 Customer Responsibility
By initiating a return, customers agree to:
1. Follow all return procedures and guidelines outlined in this policy
2. Provide accurate and truthful information regarding return reason and product condition
3. Package items securely to prevent damage during transit
4. Use provided prepaid labels and not claim shipping costs separately
5. Accept that returns not meeting eligibility criteria will be denied
6. Comply with all terms and conditions of Silvorn LLP
16.4 Limitation of Liability
Silvorn LLP is not responsible for:
• Delays caused by courier service or customs clearance
• Items lost or damaged during customer's return shipment
• Consequential damages or indirect losses related to returns
• Third-party payment issues or delays from financial institutions
• Technical issues or downtime on e-commerce platform (refund timeline may extend)

17. CONTACT US
For all return, refund, and wallet-related inquiries:
Customer Service Portal
www.silvorn.com

Email
info@silvorn.com
admin@silvorn.com
Phone
+91-6383680796 (Mon-Sat, 10:00 AM - 6:00 PM IST)

Live Chat
Available on website during business hours
WhatsApp Support
+91-6383680796
(For quick queries and status updates)
Mailing Address
Silvorn LLP Returns Department
10/1, Meenakshi Kovil Street, South Avani Moola Street,
Opposite to Central Bank,
Madurai, Tamil Nadu
India - PIN 625001
18. ACKNOWLEDGMENT
By making a purchase on Silvorn LLP, customers acknowledge that they have read, understood, and agree to comply with all terms and conditions outlined in this Refund & Return Policy.
Last Updated: December 20, 2025
Version: 1.0