Cancellation and Refund Policy

CANCELLATION & REFUND POLICY

Last Updated: 25 September 2026

At PureSilver.io, we aim to provide a secure, transparent and reliable shopping experience for all customers purchasing our silver products.

This Cancellation & Refund Policy explains when an order may be cancelled, when a refund may be issued, and how refunds are processed.

1. PAYMENT METHODS

PureSilver.io accepts online payments through our authorised payment gateway.

Depending on availability at checkout, customers may pay using:

  • Credit Cards

  • Debit Cards

  • American Express Cards

  • UPI

  • Net Banking

  • Other payment methods displayed at checkout

PureSilver.io does not offer Cash on Delivery (COD).

All orders must be paid for online before they can be processed.

2. ORDER CANCELLATION BY CUSTOMER

Customers may request cancellation of an order by contacting PureSilver Customer Care with their order number.

Cancellation requests should be made as soon as possible after placing the order.

An order may generally be cancelled before it enters manufacturing, customisation, packing or dispatch.

Once an order has entered any of these stages, cancellation may not be possible.

To request cancellation, please contact:

Email: [CUSTOMER CARE EMAIL]
Phone/WhatsApp: [CUSTOMER CARE NUMBER]

Please include your Order Number in the cancellation request.

3. CANCELLATION OF CUSTOMISED PRODUCTS

Certain products may be customised or personalised based on customer instructions, including:

  • Engraving

  • Names

  • Initials

  • Dates

  • Messages

  • Custom sizes

  • Special designs

  • Other customer-specific modifications

Once production or customisation has commenced, such orders generally cannot be cancelled because the product has been specifically manufactured for the customer.

If a cancellation request is received before production or customisation begins, PureSilver.io may approve the cancellation at its discretion.

This provision does not affect any rights available to consumers under applicable law.

4. CANCELLATION BY PURASILVER.IO

PureSilver.io may cancel an order in circumstances including:

  • Product availability issues

  • Inability to fulfil the order

  • Incorrect product or pricing information

  • Technical or system errors

  • Payment failure

  • Suspected fraudulent or unauthorised transactions

  • Incorrect or incomplete customer information

  • Delivery restrictions

  • Regulatory requirements

  • Events beyond our reasonable control

If PureSilver.io cancels a successfully paid order, the eligible amount paid by the customer will be refunded to the original payment method.

5. REFUND ELIGIBILITY

A refund may be issued in circumstances including:

A. Order cancelled by PureSilver.io

If PureSilver.io is unable to fulfil a successfully paid order, the eligible amount will be refunded.

B. Approved customer cancellation

If a cancellation request is approved before the order enters manufacturing, customisation, packing or dispatch, the eligible amount will be refunded.

C. Damaged product

If a product is delivered damaged and the claim is accepted following investigation, PureSilver.io may provide an appropriate remedy, which may include replacement, repair or refund.

D. Incorrect product

If the customer receives a product materially different from the product ordered, PureSilver.io may provide an appropriate remedy, which may include replacement or refund.

E. Missing product

If an item paid for by the customer is confirmed to be missing from the shipment, PureSilver.io will investigate the matter and provide an appropriate resolution.

F. Defective product

Where a product is determined to have a manufacturing defect, PureSilver.io may provide repair, replacement or refund, subject to the applicable product policy and applicable law.

6. NON-REFUNDABLE / NON-CANCELLABLE SITUATIONS

Unless otherwise required under applicable law, refunds or cancellations may not be available where:

  • A customised or personalised product has entered production;

  • The customer has provided incorrect personalisation information;

  • The product has been damaged after delivery due to misuse or negligence;

  • The product has been modified or altered by the customer or a third party;

  • The product has been used contrary to the care instructions;

  • A return request is made outside the applicable return period;

  • The product is returned without the required components, documentation or packaging where such items are necessary for verification;

  • The issue is solely due to normal characteristics of silver, such as natural tarnishing or oxidation.

Product-specific return conditions, where applicable, will be displayed on the relevant product page.

Nothing in this section limits any mandatory rights available to consumers under applicable law.

7. RETURN OF PRODUCTS

Where a return is approved, PureSilver.io will provide the customer with return instructions.

Customers should not send products to PureSilver without receiving return authorisation or instructions from Customer Care.

Returned products may be inspected to determine:

  • Product condition;

  • Product identity;

  • Weight;

  • Purity/hallmarking information where applicable;

  • Signs of use or damage;

  • Completeness of the returned order;

  • Eligibility under the applicable return policy.

For precious-metal products, additional verification may be conducted before a refund is approved.

8. HIGH-VALUE SILVER PRODUCTS

For high-value silver products, PureSilver.io may require additional verification before approving a refund or replacement.

This may include verification of:

  • Order details;

  • Product weight;

  • Product condition;

  • Hallmarking information;

  • Serial/reference information where applicable;

  • Packaging;

  • Shipping records;

  • Delivery confirmation;

  • Photographs or unboxing video.

These procedures are intended to protect both customers and PureSilver from fraudulent or incorrect claims.

9. DAMAGED OR TAMPERED SHIPMENTS

Customers are advised to inspect the package at the time of delivery.

If the package appears to be:

  • Opened;

  • Tampered with;

  • Torn;

  • Severely damaged;

  • Wet; or

  • Otherwise compromised,

customers should, wherever possible:

  1. Photograph the package before opening it.

  2. Record an uninterrupted opening/unboxing video.

  3. Photograph the shipping label and packaging.

  4. Contact PureSilver Customer Care promptly.

For damaged, missing or incorrect products, customers should contact us within 48 hours of delivery.

Claims received after this period may still be reviewed where appropriate, particularly where required by applicable law.

10. REFUND PROCESS

Once a refund has been approved, PureSilver.io will initiate the refund through the applicable payment gateway or payment method.

For card payments, including American Express, Visa and Mastercard, the refund will generally be processed to the same card/account used for the original transaction.

PureSilver.io will not ordinarily refund a card transaction to a different card or payment instrument.

For UPI, Net Banking or other payment methods, refunds will generally be processed through the applicable payment gateway to the original payment source.

11. REFUND PROCESSING TIME

Once PureSilver.io approves a refund, we will initiate the refund within [5–7 BUSINESS DAYS], subject to the circumstances of the transaction.

After the refund has been initiated, the time taken for the amount to appear in the customer's account may depend on:

  • Payment gateway;

  • Card network;

  • Issuing bank;

  • Acquiring bank;

  • UPI provider;

  • Financial institution; or

  • Other payment service providers.

PureSilver.io is not responsible for delays caused solely by banks, card networks or third-party payment providers.

12. SHIPPING CHARGES

Where an order is cancelled before dispatch and the cancellation is approved, applicable product charges and eligible amounts will be refunded.

Where a refund is provided because PureSilver.io supplied an incorrect, defective or materially damaged product, applicable shipping charges may also be refunded, subject to verification.

Where a return is requested for reasons not attributable to PureSilver.io, shipping or other applicable charges may be treated in accordance with the product-specific return policy.

13. PARTIAL REFUNDS

In certain circumstances, PureSilver.io may issue a partial refund rather than a full refund.

A partial refund may apply where:

  • Only part of an order is eligible for refund;

  • A specific component of an order is unavailable;

  • A partial order cancellation has been approved; or

  • Another appropriate resolution has been mutually agreed upon.

Any applicable refund will be communicated to the customer before processing.

14. PROMOTIONAL OFFERS AND COUPONS

If a promotional discount, coupon or promotional benefit was applied to an order, the refund amount may be adjusted to account for the actual amount paid.

Where an order is cancelled in full, promotional benefits may not be reinstated unless expressly stated otherwise.

Refund calculations will be based on the applicable transaction and promotional terms.

15. PAYMENT FAILURE

If money has been debited from the customer's account but the order has not been successfully created or confirmed due to a payment or technical failure, PureSilver.io will verify the transaction with the applicable payment gateway.

Where the transaction is confirmed as unsuccessful but the amount has been debited, the amount will generally be automatically reversed or refunded through the payment gateway or banking system.

Customers should contact PureSilver Customer Care if the amount does not appear to have been reversed within the applicable banking/payment timeline.

16. DUPLICATE PAYMENTS

If a customer is charged more than once for the same order due to a technical or payment-processing issue, PureSilver.io will verify the duplicate transaction.

Once confirmed, the additional eligible payment will be refunded to the original payment method.

17. CARD DISPUTES AND CHARGEBACKS

We encourage customers to contact PureSilver Customer Care before initiating a payment dispute or chargeback where the issue concerns an order, cancellation, delivery or refund.

Our Customer Care team will make reasonable efforts to investigate and resolve the matter.

PureSilver.io may provide relevant transaction information to its payment gateway, acquiring bank or applicable card network when responding to a legitimate payment dispute.

Such information may include, where applicable:

  • Order confirmation;

  • Invoice;

  • Payment confirmation;

  • Shipping information;

  • Delivery confirmation;

  • Customer communications;

  • Cancellation records;

  • Refund records;

  • Product information.

Nothing in this section limits any statutory rights available to consumers.

18. REFUND STATUS

Customers may contact PureSilver Customer Care to request an update regarding an approved refund.

Please provide the relevant order number when contacting us.

Where available, PureSilver.io may provide a refund reference or transaction reference to assist the customer in following up with their bank or payment provider.

19. CONTACT US

For cancellation, refund, return or payment-related queries, please contact:

PureSilver.io

Customer Care Email: preshious@puresilver.io
Customer Care Phone: +91 8050805060
WhatsApp: +91 8050805060
Factory Address: No 124, Raja Silk House Building, Nagarathpet, Bangalore 560002, INDIA
Business Hours: 2 - 8pm IST

Please include your Order Number in all order-related communications.

IMPORTANT

This Cancellation & Refund Policy should be read together with the Terms & Conditions, Privacy Policy, Shipping & Delivery Policy and Return Policy published on PureSilver.io.

PureSilver.io reserves the right to update this policy from time to time. Any updated version will be published on this page with a revised "Last Updated" date.

This policy is subject to applicable laws and regulations of India. Where any provision of this policy conflicts with a mandatory consumer protection right, the applicable law will prevail.