Refund policy

At Ostonna, we want you to love every piece you receive. If something isn’t right, here’s how our return and refund process works.

Eligibility for Returns

You may request a return or exchange within 2 days of receiving your order. To be eligible:

  • The piece must be unworn and in its original condition
  • All original tags and packaging must be intact
  • Proof of purchase (order number) must be provided

The 2-day window is calculated from the delivery date recorded by our shipping partner.

How to Initiate a Return

Email us at info@ostonna.com with your order number and reason for return within the 2-day window. Our team will respond with return instructions and the return address. Items sent back to us without prior approval will not be accepted.

Return Shipping

For damaged, defective, or incorrectly shipped items, Ostonna covers the return shipping cost. For all other returns, the customer arranges and bears the cost of return shipping. We recommend using a trackable shipping service so the parcel can be traced.

Quality Check and Refund Process

Once your return reaches our warehouse, our quality team will inspect the piece. This Quality Check process takes up to 7 working days from the date we receive the return.

If the return passes Quality Check:

  • The refund value will be credited to your Ostonna Wallet within 24 hours of QC completion
  • Your Ostonna Wallet credit can be applied toward any future purchase on ostonna.com
  • Wallet credit does not expire
  • You will receive an email confirmation once the credit has been issued

If the return does not pass Quality Check (for example, the piece shows signs of wear, missing tags, or damaged packaging), the item will be shipped back to you at your cost and no refund will be issued. We will document the reason and share photos with you.

Damaged, Defective, or Wrong Items

Please inspect your order on delivery. If your piece arrives damaged, defective, or differs from what you ordered, contact us at info@ostonna.com within 48 hours of delivery with clear photos. In these cases, in accordance with the Consumer Protection (E-Commerce) Rules, 2020, you may choose:

  • A free replacement of the same piece (subject to availability), or
  • A refund to your original payment method, or
  • Credit to your Ostonna Wallet

We will arrange the return at no cost to you.

Non-Returnable Items

For hygiene, customization, and commercial reasons, the following are not eligible for return or exchange:

  • Pierced earrings and body jewellery
  • Custom, engraved, or personalized pieces
  • Items purchased on sale or with a promotional discount, unless defective
  • Gift cards and Ostonna Wallet credit
  • Pieces that show signs of wear, use, or damage caused after delivery

Exchanges

The fastest way to exchange a piece for a different style is to return the original item under the process above and place a new order using your Ostonna Wallet credit once the return has cleared Quality Check.

Order Cancellations

Orders can be cancelled before they are dispatched. Email info@ostonna.com with your order number as soon as possible. Once an order is dispatched, our standard return process applies. Cancelled orders are refunded to the original payment method within 5 working days.

Refund Timelines Summary

  • Return window: 2 days from delivery
  • Quality Check: Up to 7 working days from receipt of return
  • Wallet credit issued: Within 24 hours of QC completion
  • Original-payment refund (defective items / pre-dispatch cancellations): 5–7 working days after approval, depending on your bank

Contact

For any return, exchange, or refund question, contact us at info@ostonna.com. For unresolved grievances, please refer to our Grievance Redressal Policy.