Returns & Exchanges

We aim to provide the best shopping experience for our customers and offer a hassle-free return policy valid for 7 days from the date of delivery.

If you are not completely satisfied with your purchase, you can initiate a return request through our official website within this timeframe.

To be eligible for a return:

The item must be unused, unworn, and in the same condition as when you received it.

It must be in the original packaging, along with all tags and accessories (if any). Proof of purchase or order confirmation is required.

How to Initiate a Return -

• Visit our official website and navigate to the Returns section.
• Fill out the return request form with your order details.
• Our team will review your request and provide further instructions, including a return shipping address.

Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved :

- Refunds will be processed to the original payment method within      7-10 business days.

- Cash-on- delivery charges and shipping charges(if applicable) are non-refundable

Non-Returnable Items

1. Certain items may not be eligible for returns, such as:
2. Custom or personalized jewelry.
3. Items marked as “Final Sale.”

Shipping Costs

Customers are responsible for return shipping costs unless the return is due to a defect or error on our part. Original shipping charges are non-refundable.

General Terms: Defective/Damaged/Incomplete/Wrong Orders

If you receive a defective, damaged, incomplete, or incorrect order, please inform us within 48 hours of receiving the order. Ensure you provide:

• Unboxing Video: A clear, 360-degree unpacking video with visible original labels and intact tags.
• Images: Photos highlighting the defect/damage, or the wrong product received.
• Packed Condition: Include images/videos showing the wrong product in its fully packed condition.

Steps to Report

1. Log in to your account on www.thenila.in and navigate to the ‘My Orders’ section.
2. Select ‘Return’, upload the required images and unboxing video, and follow the instructions.

Important Notes

Videos that fail to meet the above criteria or show visible signs of tampering with the package may result in your claim being denied.

The brand reserves the right to make the final decision in such cases.

If you encounter technical difficulties, please contact us via email at queries@nila.in or WhatsApp at +91-XXXXXXXXXX. Our team will respond within 48-72 hours with a resolution.

Additional Guidelines

• Timeline: Complaints raised after 48 hours of receiving the order may not be considered.
• Order-Level Processing: Returns and exchanges are processed at the order level. Requests for specific product-level returns or exchanges will not be accommodated.

Missing Items in Return Orders:

If multiple items are returned but some are missing during pickup, the company reserves the right to deduct the full MRP of the missing product(s) from the refund. This includes free gifts or promotional products.

Reverse Pickup

Please ensure availability for reverse pickup and respond to the delivery partner’s calls. Failure to do so may result in cancellation of the pickup, requiring the process to be re-initiated.

Combo/ Gift Boxes: Individual pieces from combo sets or gift boxes cannot be returned or replaced.

Promotional Purchases: Items purchased during promotional offers, contests, clearance sales, or special schemes are not eligible for return or replacement.

If you have further questions, please contact our customer support team through our website.