Refund policy
1. Order cancellation
You may cancel an order at no charge at any time before it has been dispatched. Write to us at support@niello.in or call +91 94818 05942 with your order number and we will confirm the cancellation and refund in full.
Once an order has been dispatched it cannot be cancelled.
We do not levy a cancellation fee.
2. Final sale
Each Niello piece is made in limited quantity. For this reason, orders cannot be returned or exchanged because of a change of mind, or because a size or fit is not as preferred.
Please use the measurements and fit notes on each product page before ordering. If you are between sizes or unsure, write to us at support@niello.in or call +91 94818 05942 before placing your order and we will help you choose.
3. When we will take an item back
Section 2 does not affect your rights under Indian consumer law. We will take an item back and refund you in full where the item:
- arrives damaged;
- is defective or deficient;
- is not the item, size or colour you ordered;
- does not match its description, images or stated measurements on our website; or
- is delivered materially later than the delivery estimate we gave you, other than for reasons beyond our reasonable control.
How to report. Write to support@niello.in within 72 hours of delivery, with your order number and photographs showing the issue. An unboxing video helps us resolve claims faster, but is not required.
What happens next. We will acknowledge your report within 48 hours and arrange collection of the item at our cost. No return shipping charge is payable by you for a claim under this section.
4. Refund timeline and method
Once we receive the item and approve the claim, we will process your refund within 5–7 business days.
Refunds are made to the original payment method used for the order. Your bank or card issuer may take a further 3–5 business days to reflect the credit in your account. For orders paid by Cash on Delivery, we will refund by bank transfer to an account you nominate.
Where a refund is due, we refund the full amount you paid for the item, including any shipping charge collected on that order.
5. Grievance redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:
Name: Bensun Thomas
Designation: Director
Email: support@niello.in
Telephone: +91 94818 05942
Address: Unit 101, Oxford Towers, 139/88, HAL Old Airport Road, Kodihalli, Bengaluru, Karnataka 560008
We acknowledge every complaint within 48 hours of receipt and issue a ticket number so you can track its status. We aim to resolve every complaint within one month of receipt.
TRUEAPEX VENTURES PRIVATE LIMITED
GSTIN: 29AAMCT7794H1ZE