Effective Date: 21-09-2026
Operated by: Tiorie
1. Shipping
- We currently ship Pan-India via insured, trackable courier. Estimated delivery: 3β7 business days from dispatch, depending on pincode; dispatch occurs within 1β3 business days of payment confirmation and quality check.
- All shipments are packed in tamper-evident, sealed packaging. Do not accept a package if the seal appears broken, cut, or tampered with β refuse delivery and contact us immediately at 9844287666 (WhatsApp) or contact@tiorie.com.
- For orders above βΉ25,000, delivery requires an OTP and/or signature from the person named on the invoice, along with photo ID matching the billing name.
- You can check estimated delivery for your pincode at checkout. Delays due to courier disruption, weather, or other events beyond our control (force majeure) will be communicated but do not entitle the customer to cancel a dispatched order except as provided by law.
2. Mandatory Unboxing Video β Read Before Opening Your Package
To protect both you and us against damage-in-transit, missing-item, wrong-item, or weight/purity discrepancy disputes, any such claim must be supported by an unedited, single continuous video recording, taken on a device with a visible date/time stamp, that:
- Begins before the sealed package is opened, clearly showing the shipping label/AWB number and the tamper-evident seal intact;
- Continues without pause, cut, or edit through the full unboxing; and
- Clearly shows the product, invoice, and certificate (where applicable) as removed from the package.
Claims for damage, missing items, wrong items, or weight/purity discrepancy raised without this video, or raised more than 48 hours after delivery, will not be entertained, except where we determine in our sole discretion that the circumstances warrant an exception.
3. Returns
- Eligible items may be returned within 15 days of delivery, provided the item is unused, unworn, undamaged, in its original condition with all tags, the original invoice, and (where applicable) the original certificate and packaging intact, and the tamper-evident seal on the return package has not been broken by the customer prior to our inspection.
- Not eligible for return: customised, engraved, or made-to-order pieces (once production has commenced); earrings, for hygiene reasons, unless received defective; items missing the original invoice, certificate, or tags; and items showing signs of resizing, alteration, or wear.
- To initiate a return, contact us at contact@tiorie.com or via WhatsApp at 9844287666 with your order number within the eligibility window. We will arrange an insured reverse pickup where available.
4. Quality Check (Mandatory Before Any Refund)
Every returned item undergoes a mandatory quality check (QC) at our facility, typically completed within 3β5 business days of receipt. QC verifies the item against the original dispatch record (weight, purity, diamond certification, and condition).
- If QC confirms the item matches dispatch records and is in returnable condition, we process your refund/exchange.
- If QC identifies tampering, wear, alteration, a mismatched or substituted item, or a broken tamper seal that was intact at delivery per courier records, we reserve the right to reject the return, and will either send the item back to you at your cost or hold it pending resolution. We may share the relevant evidence (photos, QC report, courier tamper-seal records) with you on request.
- Our dispatch-time certification (weight, purity, diamond grading) prepared before the item leaves our facility is treated as conclusive, unless your unboxing video (per Section 2) or an independent report from a government-recognised assay office/gemological lab, obtained within the claim window, demonstrates otherwise.
5. Refunds
- Refunds are issued only to the original payment method. For Cash-on-Delivery orders, refunds are issued via bank transfer to an account in the name of the customer on the invoice, after verification.
- Refunds are processed within 7 business days of QC clearance; the amount may take a further 5β7 business days to reflect depending on your bank.
- We do not issue cash refunds under any circumstance.
6. Exchange
Exchanges follow the same eligibility, video, and QC requirements as returns (Sections 2β4). The exchanged itemβs value will be adjusted against the price of the new item at prevailing rates; any difference is payable/refundable accordingly.
7. Buyback
Buyback of gold/diamond jewellery purchased from us is offered for the lifetime of the product, subject to independent in-house valuation at the prevailing gold rate and diamond value on the date of buyback, on production of the original invoice and certificate.
8. Warranty
Fine jewellery purchased from Tiorie carries a 6-month warranty against manufacturing defects (e.g., stone setting failure under normal use). This warranty does not cover damage from misuse, accidents, exposure to chemicals/chlorine/perfume, normal wear and tear, or alterations made by a third party.
9. Right to Restrict Future Orders
We reserve the right to restrict Cash-on-Delivery, require prepayment/ID verification, or decline future orders from customers with a demonstrated pattern of fraudulent claims, repeated misuse of the return/exchange process, or submission of manipulated evidence.
10. Grievance Redressal
Disputes regarding shipping, returns, or refunds not resolved by our support team may be escalated to:
- Grievance Officer: Ashish B L
- Email: contact@tiorie.com
- Phone: 9844287666
We will acknowledge escalations within 48 hours and aim to resolve them within one month, in line with the Consumer Protection (E-Commerce) Rules, 2020.