At ALENCIA (a brand by Rajatkala Private Limited), we aim to ensure complete customer satisfaction. This policy outlines the conditions under which returns, refunds, replacements, and cancellations are accepted. Please read this policy carefully before placing an order.
Return Eligibility
Returns are accepted only under specific circumstances such as receiving a damaged, defective, or incorrect product. To be eligible for a return, the product must be unused, unworn, and in its original condition with all tags, packaging, and accompanying materials intact.
Return requests must be raised within 48 hours of delivery. Any request initiated after this period may not be eligible for review. Products showing signs of use, wear, tampering, or damage after delivery will not qualify for return.
Empty Packages or Missing Products
In the rare event that you receive an empty package or a product with missing items; you must notify our customer support team within 48 hours of delivery. Such issues must be reported immediately to allow timely investigation with our logistics partners.
Failure to report within the specified timeframe may result in the claim being declined.
Unboxing Video Requirement
To process claims related to damaged, missing, or incorrect products, an uninterrupted unboxing video is mandatory. The video must clearly show:
- The sealed package
- All sides of the parcel
- The opening of the package
- The contents inside
Without valid unboxing video evidence, ALENCIA reserves the right to reject the claim. This measure helps us prevent fraudulent claims and ensure fair resolution.
Return Process
Once a return request is approved, our support team will guide you through the return process. Depending on service availability, a reverse pickup may be arranged or you may be requested to ship the product back to our designated address.
Customers are required to cooperate with the logistics partner and ensure availability during the scheduled pickup. Returned products will undergo a quality inspection before further action is taken.
Non-Returnable Items
The following items are not eligible for return or refund:
- Products purchased during sale, clearance, or promotional offers
- Customized or made-to-order items
- Products damaged due to misuse, negligence, or wear and tear
- Items without original packaging, tags, or accessories
- Personalized/Customized jewellery, coins, and silver idols are non-returnable unless received in a damaged or defective state.
ALENCIA reserves the right to determine eligibility after inspection.
Shipping Charges
Shipping charges, if paid at the time of order placement, are non-refundable. In cases where a return is approved due to an error on our part (such as wrong or defective product), return shipping costs may be borne by ALENCIA.
For returns initiated for reasons other than defects or errors, shipping costs will be the responsibility of the customer.
Refund Duration
Once the returned product is received and successfully inspected at our warehouse, refunds will be initiated within 7–10 business days. Refunds are processed to the original payment method used at the time of purchase.
Please note that processing times may vary depending on banks or payment service providers.
Replacement & Exchange Policy
Replacements or exchanges are offered only in cases of damaged, defective, or incorrect products and are subject to availability. The replacement product will be dispatched only after the returned item has been received and verified.
If a replacement is unavailable, a refund will be issued as per the Refund Policy. Exchanges for size, style, or personal preference are not guaranteed and are evaluated on a case-by-case basis.
International Orders
International orders are not eligible for returns, exchanges, or refunds, except in cases of damaged or incorrect items. Customs duties, taxes, and shipping charges incurred on international orders are non-refundable.
Any delays caused by customs clearance are beyond the control of ALENCIA.
Order Cancellation & Verification
Orders can be cancelled only before they are dispatched. Once an order has been shipped, it cannot be cancelled.
ALENCIA reserves the right to verify orders before processing, including contacting customers for confirmation. Orders that fail verification or appear suspicious may be cancelled without prior notice, and refunds (if applicable) will be processed accordingly.
Need Help?
For any return, refund, or cancellation-related queries, please contact us;
“We’re Just a message away”
ALENCIA by
RAJATKALA PRIVATE LIMITED
Email: support@alencia.in
Call/ WhatsApp: +91 97120 84446 (11:30 AM to 07:00 PM)
Write us at:
Regd. Office Address:
Customer Support Manager
RAJATKALA PRIVATE LIMITED
1211, 2nd Floor, Rupasurchand Ni Pole,
M.G.Haveli Road, Manek Chowk, Ahmedabad, Gujarat – 380001, India