Refund policy
Return & Exchange Policy
​At Personae, we take immense pride in the artisanal craftsmanship and premium quality of our high-jewelry collections. Every piece undergoes a rigorous quality control check before it is securely packaged and dispatched to you.
​Because our creations are exclusive and highly detailed, we do not accept returns or exchanges unless the product arrives physically damaged or a wrong item has been sent.
​How to Request a Return or Exchange
​If you have received a damaged or incorrect product, you must notify us within 48 hours of delivery. To qualify for an approval, you must provide absolute proof of the issue by following our mandatory unboxing ritual:
​1. The Mandatory Unboxing Video Proof
​Continuous Footage: You must provide a single, unedited, uninterrupted unboxing video from start to finish. Videos that are paused, cut, or edited will immediately invalidate your claim.
​Clear Details: The video must clearly show the courier package's shipping label before opening, followed by the opening of the box and a close-up inspection of the damage or the incorrect item received.
​2. Submit Your Claim
​Please send your unboxing video along with your Order Number and a description of the issue to us through either of the following channels:
​WhatsApp: [9381209846]
​Email: [kmamathasri@gmail.com]
​The Review & Resolution Process
​Once our inspection team receives your unboxing video and details, we will review the claim within 2–3 business days.
​If Approved: We will notify you of the approval via email or WhatsApp.
​Reverse Pickup: For approved claims, a complimentary reverse pickup will be arranged from our end wherever logistics permit.
​Self-Shipping: In rare instances or specific pin codes where a reverse pickup cannot be arranged, you will be requested to ship the product back to our studio using a reliable courier service. Please share the courier receipt with us; your shipping charges will be fully refunded along with your replacement or store credit.
​Please Note: Returned items must be sent back in their original, pristine condition, unworn, and tucked safely inside their original Personae brand box and packaging. Items showing signs of wear, alteration, or damage sustained after unboxing will not be eligible for replacement or refund.