Refund & Exchange Policy

 Thank you for choosing Sorbet & Co., where elegance meets craftsmanship in our luxury fashion jewellery. To preserve the exclusivity and quality of our creations, we do not accept returns or refunds on orders once placed. However, we offer exchanges under specific circumstances.

Conditions for Exchange

Sorbet & Co. accepts exchanges only if:

• The product(s) delivered differ from the one ordered.
• The product(s) delivered are damaged upon receipt. In such cases, please contact our customer support at admin@sorbetco.com within 3 days of delivery with your order number and a picture of the product. Requests made after 3 days will not be entertained.

Important Notes:

• Items sent back without prior intimation will not be accepted.
• Coupon codes cannot be applied to exchange orders.
• Products purchased from third-party websites or physical stores are not eligible for returns or exchanges.
• Missing items and incorrect orders must be reported immediately upon delivery to our Customer Support Team at +91 9820577706. Reports made after 24 hours of delivery will not be considered.

Exchange Policy - India

We only offer exchanges and do not provide refunds if the customer does not like the product(s). Requests for exchanges must be raised within 7 days of delivery. Customised orders and items on sale are not eligible for exchange. A product can only be exchanged once per order. Customers need to bear pickup and re-shipping charges of ₹500/- (PAN India).

Repair Policy - India

If a jewellery piece is accidentally damaged by the customer, Sorbet & Co. will be happy to repair it. Sorbet & Co. jewellery comes with a 1-month warranty, during which repairs will be done for free. For repair requests made after 1 month but within 6 months of delivery, a repair fee of ₹500/- (PAN India) will be charged. This fee includes repair and shipping charges. Please note that repairs are subject to the design of the piece. Our support agents will inform you if the damage is repairable.

Steps to Follow for Exchange & Repair:

1. Inform us within 7 days of delivery for exchanges or within 30 days of delivery for repairs by emailing admin@sorbetco.com with your order number and product picture.
2. Please be patient after raising the query. Our working hours are 10 AM - 6 PM (Monday-Saturday). We will address your queries promptly.
3. Once our team reviews the description and confirms the damaged/incorrect product, we will send an email confirmation regarding the approval of the exchange or repair.
4. Pack the product in the original packaging before sending it to our billing address mentioned below. Shipping, reverse pick-up, and re-shipping charges for exchanged items will be borne by the customer.
5. The repaired or exchanged piece will be re-shipped only after the original product is inspected by our Quality Check team, and the defect/quality is confirmed.
6. The product must be unused and untempered to be eligible for exchange. Used products sent for exchange will be returned to the customer, and the exchange will not be processed.
7. It may take longer than usual to ship the exchanged product.
8. All exchanges are subject to stock availability.

 No Refund or Exchange

No refund or exchange will be given in the following cases:

• Pre-orders and customized orders require full payment at the time of order confirmation. No return/exchange/replacement is available for pre-orders or customized orders.
• No refund/exchange for used products.
• No exchange/return for minor color and design variations due to display differences and the handcrafted nature of our products.
• No refund for incorrect or outdated addresses.
• No refund after 3 failed delivery attempts by our courier agents.
• In case of an approved refund, only the product value will be refunded; shipping charges are non-refundable.

We are not responsible for delays due to natural calamities and unavoidable circumstances.

CANCELLATION

After having placed their order, customers may cancel their order only if the order has not been dispatched yet after checking with the team. We do not accept any cancellation on orders after the product has been dispatched from our warehouse.

In case of cancellation, there is no credit refund given on the purchase amount, but you may exchange it for another product(s) of same or higher value by paying the remainder. 

Contact Information

For any issues, including missing items, please contact us:

• Phone: +91 9820577706 (10 AM - 6 PM IST)
• Email: admin@sorbetco.com
• Instagram DM: @sorbetandco

Our team will promptly address your concerns and ensure that any necessary replacements or shipments are handled without any extra costs.

Billing Address

Lodha Bellisimo, Mahalakshmi, Mumbai 400011

Thank you for your understanding and cooperation. We are committed to providing you with the best possible service.