PRIVACY POLICY

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from https://adilaworld.com/ (the "platform").

At ADILA ("ADILA" "we", "our", "us"), we are committed to protecting your privacy and ensuring that your personal information is handled in a safe and responsible manner. This Privacy Policy outlines how we collect, use, store, and protect your information.

INFORMATION WE COLLECT

Personal Information: When you register an account or complete a transaction through the Services, we collect some "Personal Information" (that is, any information that can be directly or indirectly associated with you), such as your name, title, email address, phone number, address, date of birth, billing information and other similar information. You may also provide us with certain Personal Information of other people (e.g., if you are sending a gift to someone else).

Non-Personal Information: Browser type, IP address, device information, pages you visit on our platform.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.

Analytics: When you access our Services, we may collect information (either directly or using third party services) using logging and cookies which can sometimes be correlated with Personal Information. We use this information to monitor and analyze use and interest in the Services.

Log data: When you access or use our website, certain information is automatically collected by our servers in the form of log data. This may include your device's IP address, the web page you visited before arriving at our site, details about the products you viewed or purchased, your browser type and settings, the date and time of access, language preferences, and technical information such as browser configuration, installed plugins, and cookie data. In some cases, if you have enabled location services on your device, we may also receive location-related information, such as GPS signals or data from nearby Wi-Fi access points and mobile towers. This information helps us understand how our services are being used and allows us to improve functionality and user experience.

Cookies and tracking technologies: A cookie is a text file stored locally on a User's device by the User's web browser, which enables the browser to remember passwords, orders, preferences, and other information when visiting a website. We use cookies and similar technologies such as pixel tags and web beacons that help us collect certain usage data about you (such as your preferences and to process shopping cart items) ("Usage Data"), which may become Personal Information due to direct association with you. The Services may also include cookies and other similar tracking technologies including those of third parties, which may collect information about you via the Services and across other sites and online services, including social media platforms. Our use of cookies and similar technologies such as pixel tags and web beacons is generally for operational purposes, website performance purposes, enhancing functionality of the Services and advertising.

Order Information: Additionally, when you make a purchase or attempt to make a purchase through the platform, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. But we do not store your credit card and other payment details with us. We refer to this information as "Order Information".

We use the Order Information that we collect generally to fulfil any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). We use this Order Information to:

Communicate with you on SMS, Email, WhatsApp, RCS, etc.;
Screen our orders for potential risk or fraud; and
Provide you with information or advertising relating to our products or services.

HOW WE USE YOUR INFORMATION

We use the information we collect from you to provide and improve our products, services, and your overall experience on our website. We collect and use your personal information for a variety of purposes necessary to operate our business, fulfill your orders, improve your experience, and meet our legal obligations. Most commonly, we use your information to fulfill our contract with you (for example, to deliver a purchased product), to comply with applicable laws, or where you have given us consent (such as for receiving marketing emails). We also use it in connection with our legitimate interest in running and growing our business.

We may use your personal information to provide, update, and maintain our website and services, including ensuring the proper delivery of your orders, addressing technical or security issues, and responding to any requests or queries you raise. We may use your email address or phone number to send you important service-related communications, including order updates or legally required notices. If you contact us by email or any other channel, we may keep a record of that correspondence to serve you better.

Your information may also be used to personalize your experience with us for example, by remembering your preferences, suggesting relevant products, or sending reminders about items left in your shopping cart. This allows us to improve customer service and target product recommendations based on your interests. In this context, we may use your email or mobile number to follow up on incomplete transactions or share updates about new collections or special offers, where permitted.

In some cases, we may be required by law or legal process to disclose or use your information. We will only do so where such disclosure is strictly necessary to comply with legal obligations.

We also use your information to communicate with you about your transactions, respond to customer service requests, or notify you of important updates. Invoices, receipts, account-related updates, and confirmations may be sent via the contact details you provide.

Additionally, your information may be used to process transactions, manage your account, apply discounts, or resolve billing or payment issues.

We take the security of our platform seriously and may use collected information to monitor, investigate, and prevent suspicious activity, fraud, abuse, or violations of our terms or applicable laws.

For marketing purposes, we may use your information to send promotional messages about our latest jewelry collections, exclusive offers, and events. You can opt out of receiving such communications at any time by following the unsubscribe link in the message or contacting us directly. We may also analyze your interaction with our marketing messages to better understand your interests and engagement levels.

Finally, we use your data to improve our website and offerings. Your feedback, preferences, and browsing patterns help us continuously enhance the content, design, and functionality of our platform to better serve you.

All use of information will be in line with this Privacy Policy, applicable laws, and any additional notice or consent you've provided.

HOW WE PROTECT YOUR INFORMATION

We take the security of your personal information seriously and implement appropriate technical and organizational measures to safeguard it. Our website is regularly reviewed for potential security vulnerabilities to help ensure that your visit is as safe as possible. Personal information you provide is stored on secure systems and is accessible only to a limited number of authorized individuals who are required to keep such information confidential.

Sensitive data, such as payment details, is protected through industry-standard encryption. Additionally, all payment transactions are securely processed through trusted third-party payment gateways. We do not store or process any credit or debit card information directly on our servers.

By following these practices, we aim to protect your data from unauthorized access, disclosure, or misuse. However, please note that no method of transmission over the internet or method of electronic storage is 100% secure.

THIRD-PARTY DISCLOSURE

We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information.

THIRD-PARTY LINKS

We share your Personal Information with third parties to help us use your Personal Information, as described above. We use 3rd party logistics services to deliver products to your doorstep. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/.

You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

We may provide links to third-party websites, products, or services on our platform for your convenience or as part of promotions. These external sites operate independently and have their own privacy policies and practices. As such, we are not responsible for the content, privacy standards, or activities of these third-party sites. However, we remain committed to maintaining the integrity of our platform and welcome any feedback you may have about these linked sites or services.

BEHAVIORAL ADVERTISING

We use your personal information to deliver advertisements and marketing messages that are tailored to your interests. This practice often referred to as behavioral or targeted advertising-helps ensure the ads you see are more relevant to you.

CHILDREN'S PRIVACY

Our website and services are intended for use by individuals who are 18 years of age or older. We do not knowingly collect personal information from children under the age of 18. If we become aware that we have inadvertently collected personal data from a minor, we will take steps to delete such information as soon as possible. We do not market or promote our products or services to children.

DO NOT TRACK

Please note that we do not alter our Site's data collection and use standard practices when we see a Do Not Track signal from your browser.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

SECURITY

We use reasonable safeguards to protect Information we collect on this Site from unauthorized access, use, modification or disclosure. However, due to the design of the Internet and other factors outside of our control, we cannot guarantee that communications between you and our servers will be free from unauthorized access by third parties.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the platform), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us at info@adilaworld.com

SHIPPING AND DELIVERY

All of our jewelry is custom made, which requires time to ensure quality and precision. Please allow a minimum of 07 to 14 working days for dispatch after your payment has been confirmed. The exact dispatch time may vary depending on the type and complexity of the jewelry ordered.

The delivery date shown on the website is an estimated timeline, primarily applicable to major cities and metro areas. Deliveries to remote, suburban, or rural locations may take additional time, depending on local courier operations.

Orders are processed and shipped only after full payment is received, except for those placed under the Cash on Delivery (COD) option, where available.

All parcels are securely packed and sealed with tamper-proof tapes at our order-processing unit to ensure safety during transit. However, please note that we do not take responsibility for damage or tampering caused during delivery by third-party courier partners. If the package appears tampered with or damaged upon delivery, we strongly advise you not to accept it. In such cases, please contact our customer support immediately.

For your protection, we highly recommend that you record a video while unboxing the shipment, especially in the case of high-value orders. This serves as proof in case of any disputes regarding missing or damaged items.

Orders are delivered only to residential or commercial addresses. We do not deliver to public or shared locations such as malls, hostels, restaurants, hotels, or public streets. Delivery to a pre-approved address (such as your office or residence) is required for successful fulfillment.

If the recipient is unavailable at the time of delivery, our courier partner will attempt delivery up to three times. If the delivery is unsuccessful after these attempts, the package will be returned to our dispatch office. In such cases, you may be required to pay additional shipping charges for redelivery.

We are not responsible for any orders collected from courier hubs or locations other than the designated delivery address provided during checkout.

We offer free shipping across India on all orders.

We work with reliable courier partners to ensure timely and secure deliveries.

Once your order is shipped, you will receive an email with your tracking number and a link to track the shipment status either through our website or the logistics partner's tracking portal.

Please note personalized items will take longer to process. If your order has both personalized and non-personalized items, the order will be split, and the non-personalized items will be delivered beforehand.

If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery in festive season. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

For international orders, you can contact us on +91 8928351577 or info@adila.in

Recipient Identification and Delivery Verification

To ensure secure and hassle-free delivery of your order, customers are required to enter accurate and complete recipient details at the time of placing the order. This includes the full name (as mentioned on a valid Government-issued photo ID), complete delivery address, nearby landmark, PIN code, and a working contact number.

For your safety and ours, all deliveries require a recipient signature upon receipt, regardless of any prior signature waiver or delivery preference.

As an added layer of security, some of our logistics partners have implemented One-Time Password (OTP) verification at the time of delivery. In such cases, please be prepared to share the OTP and present a valid proof of identity to the delivery executive.

The following documents are accepted as valid proof of identity:

Aadhaar Card
PAN Card
Passport
Driver's License
Voter ID Card

Special Rules for Silver/Gold Coin/Bar Purchases OR

In the case of orders involving gold coins, bars, or other high-value products (as may be introduced in the future):

The name on the card used for payment, the buyer's name on the order, and the photo ID provided must all match.
A soft copy of the buyer's Government-issued ID must be emailed to us before the order is dispatched, especially for deliveries being made to partner locations or showrooms.
If the payment is made using a card that does not belong to the purchaser, then valid photo IDs of both the cardholder and the buyer must be submitted to verify and process the order.

ADDITIONAL TERMS AND CONDITIONS FOR GOLD JEWELLERY

7-Day Return Policy

You can return your item within 7 days of delivery, no questions asked, for a full refund, subject to:

Successful inspection of the returned item (within 7 days of reaching our warehouse/store).
Submission of a video showing the return package, clearly displaying:
- The original product
- Invoice
- Authenticity certificate

Note: Personalized or Made-To-Order products are not eligible for 7-day returns unless the item is spurious or defective.

Claims for non-receipt or empty packages must be made within 24 hours of delivery, along with an unboxing video showing the original outer seal.

LIFETIME EXCHANGE & BUYBACK FOR GOLD JEWELLERY

Beyond the 7-day window, you can opt for an exchange or buyback of jewellery purchased from the Adila website in India for up to 5 years from the date of purchase.

NOT APPLICABLE TO GOLD COINS.

EXCHANGE

Gold: Credited at the current market value, adjusted for 24kt purity.
Deductions: Making charges and GST will be deducted.
Credit will be issued as:
- A discount on future purchases, or
- Adila Wallet balance for later use
Subject to product inspection.

BUYBACK

Gold: Valued at current market value, adjusted for 24kt purity.
Deductions: Making charges and GST are non-refundable. Additional 3% processing fee.

Refunds are processed to the original payment method and may take 7-10 working days.

Product inspection is mandatory for both exchange and buyback. Any deficiencies such as missing stones, damages, or absent packaging-may lead to adjusted value or rejection of the return.

The decision of the Company will be final and binding.

Weight Variation Policy

Product prices on the website/app are based on average weight. Actual weight may vary slightly.
Any difference in pricing due to weight variation will be communicated within 48 hours of order placement. You may cancel the order within 24 hours of such communication.
For Cash on Delivery, full payment is requested upfront. Overpayments will be refunded. Underpayments will be requested within 48 hours post-delivery.
Final weight is stated on the invoice.

REFUND TIMELINE

Refunds take 7-10 working days from the date the item is received at our store or central warehouse.

REQUIRED DOCUMENTS

To avail returns, exchanges, buybacks, or warranty, you must provide:

Original invoice (hard or soft copy)
All authenticity certificates, including IGI/SGL (original hard copies only)

Missing documentation renders the product ineligible for any of these services.

Note: Exchange and buyback are valid only on Adila Jewels. Jewellery from other brands or manufacturers will not be accepted.

6-MONTH WARRANTY

We offer a 6-month limited warranty from the date of delivery on our gold and diamond jewelry. This warranty covers:

Manufacturing defects
Pre-existing damage

If repair is not possible, we may replace the item with one of equal value.

Warranty does not cover:

Normal wear and tear
Damage from mishandling, negligence, impact, or tampering
Surface finish changes or stone loss
Up to 2% variation in weight, dimensions, or color from listed specifications

LIFETIME PLATING SERVICE

All jewellery purchased from Adila's website in India includes lifetime plating service valid for 5 years from the date of purchase.

GOLD COIN POLICY

Returns, exchanges, buybacks, and warranties are not applicable to gold coins.

IN CASE OF CONFLICT

In the event of any discrepancy, the terms and conditions listed on your invoice will prevail.

Delivery to a Third Party

If you wish to authorize someone else to receive your order, you must send a written confirmation via email, authorizing the third party to accept delivery on your behalf. A copy of the third party's photo ID must also be submitted. Delivery will only be handed over upon verification.

Shipment confirmation & Order tracking

You will receive tracking details over WhatsAp and Email, once the order is shipped.

Cash on Delivery (COD) Policy

We offer Partial Cash on Delivery (COD) as a payment option for select locations across India. Under this method, you are required to pay 10% of the total order value in advance through an online payment method, and the remaining balance in cash at the time of delivery.

The maximum amount payable in cash at the time of delivery is 10,000.
COD is available only for select PIN codes, which you can verify on the checkout page during order placement.
Partial orders or split deliveries are not supported under COD. Orders will only be shipped in full once eligibility is confirmed.

Important Verification Requirements:

For high-value items or full-COD orders, we require a valid Government-issued photo ID (soft copy) to be submitted before processing the order.
The name on the photo ID, the card used for advance payment, and the name on the order must match for the order to be approved.
The order will be processed only after ID verification is successfully completed.

If COD is not available in your area due to courier service limitations, we sincerely apologize for the inconvenience and encourage you to opt for secure prepaid payment methods.

GENERAL FAQ

WHERE DO WE SHIP OUR PRODUCTS?

We ship anywhere in India and for international shipping. Please get in touch.

CAN I CHANGE THE SHIPPING ADDRESS ONCE THE ORDER HAS BEEN PLACED?

You can contact us on +91 8369189572 or info@adilaworld.com for a change in address.

CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED?

You may cancel your order before it gets processed and either choose to receive a full refund or life-long store credit. The full refund will be initiated within 3 working days after cancellation.

WILL MY ORDER BE INSURED?

No. At present, Adila does not provide shipping insurance on orders. However, every order is carefully packed and dispatched through our trusted delivery partners to ensure it reaches you safely. If your order arrives damaged or you experience a delivery issue, please contact our customer support team, and we'll be happy to assist you.

WHERE DOES MY ORDER SHIP FROM?

All Adila pieces are made sustainably with love and shipped from Mumbai.

WHOOPS, I'VE ORDERED THE WRONG SIZE.

No problem! We'll gladly change your piece to the correct size within 2 days of delivery. As soon as we receive the product from you, the product will undergo a quality check and we'll send you the re-sized piece at the earliest. Contact us on +91 8369189572 or info@adilaworld.com to get in touch with our team.

REFUND AND RETURNS

48 HOURS RETURN POLICY

We aim to ensure complete satisfaction with every purchase. To support this, we offer a 48 hours return policy and exchange policy on eligible products.

If your product has a manufacturing defect, you are entitled to a 100% refund within 15 days of delivery. If the product does not have any manufacturing defect but you still wish to return it, a 10% return fee will be deducted from the purchase amount. Please note that orders above 1,00,000 are not eligible for refunds and can only be exchanged for the full invoice value.

We also offer a 100% exchange on your purchase value within 2 days of purchase, subject to the conditions below. If the value of the new product is higher than the original item, you will be required to pay the difference. If the value is lower, the remaining balance will be issued as store credit for future purchases. Please note that each order is eligible for exchange only once.

To be eligible for a return or exchange, the item must:

Be in its original condition and packaging
Include all original documents and certificates
Match the product listing on our website
Have the "Non-Returnable If Torn" tag intact and not removed

Items that show signs of damage, wear and tear, alteration, or resizing by anyone other than our store will not be accepted under this policy.

In case of missing items in return orders, i.e., where the customer claims to have returned multiple products but actual pickup doesn't include all said items, the company has a right to deduct an amount up to the full MRP of the missing product from the refund amount. This shall extend to promotional products, including but not limited to free gifts and silver coins.

NON-REFUNDABLE PAYMENT MODES

Orders paid via digital wallets, online vouchers, gift cards, scheme credits, or store wallets will only be eligible for exchange.
If no exchange is opted for, the amount will be held in the customer's store wallet for future use. No refunds to bank accounts will be processed in such cases.

NON-RETURNABLE/EXCHANGE-ONLY ITEMS

The following items are not eligible for return and may only qualify for exchange under certain conditions:

Customized/Bespoke items (i.e., personalized products designed through custom requests)
Loose solitaire diamonds, gemstones, gold coins, bars, and frames
Double Gold Rate Protection (DGRP) orders (eligible for exchange only; 10% cancellation charge applies)
International orders (shipped outside India)

HOW TO RETURN A PRODUCT WITHIN 48 HOURS:

If you are not fully satisfied with the product you received, you may return it within 48 hours of delivery, subject to the terms of our Return & Exchange Policy. Here's how you can initiate and complete a return:

Submit a Return Request

Log in to your account on our website, go to My Orders, select the order, and submit a return request with the reason for returning it. If you checked out as a guest, simply reply to this WhatsApp message or contact our customer support team.

Prepare the Product

Please ensure the jewellery is unused and returned with:

Original tags attached
Certificate of Authenticity
Invoice
Jewellery box & pouch
All original packaging and accessories

Pickup Arrangement

Once your return request is approved, we'll arrange a courier pickup from your address (where service is available) at a convenient time.

Quality Inspection

After we receive your return, our quality team will inspect the product. If it meets our Return & Exchange Policy, we'll process your refund or exchange accordingly.

Ship the Product Back:

Alternatively, you can ship the product to the return address provided during your return initiation. Ensure that you keep a Return Tracking Number for your records until the product has been received and confirmed by our quality team.

Appraisal Certificate Requirement:

If your jewelry came with a certificate from IGI, GIA, HKD, or EGL (or equivalent), please include it in the return package. If the certificate is missing, we may deduct the replacement cost from your refund. If you've lost the certificate, contact us to know the applicable charge.

Damaged, Incorrect, or Defective Items:

If the item you received is damaged, defective, or different from what you ordered, please inform us immediately. After we verify the issue upon receipt, we will either replace the item at no additional cost or issue a full refund, including shipping charges.

Refund Timeline:

Once the returned product passes our quality inspection, the refund will be processed within 05 working days. Refunds will be made to the original payment method used at the time of purchase.

Liability Disclaimer:

We are not responsible for any damage or loss during the return transit if the package was not picked up by our logistics partner. Please ensure proper packing and tracking if returning the item, yourself.

MONEY REFUND

Refunds will be done only through the original mode of payment. If you have paid through Cash on Delivery (COD), the money will be refunded in account requested by you. Otherwise you can request a refund in another mode. Please allow for up to 5 days for the refund transfer to be completed post receipt of goods.

PRODUCT CONDITION FOR RETURNS OR EXCHANGES

To qualify under our return/exchange policy, the product must:

Be unused and in original condition
Include all original documents and packaging
Match the product as listed on the website
Have the "Non-Returnable If Torn" tag intact and unremoved

Products showing signs of damage, wear, resizing by third parties, engraving, or tampering with brand elements like tags or logos will not be accepted for return. In such cases, only an exchange will be considered, and a 10% deduction may apply.

INSTRUCTIONS FOR RETURN PACKAGING:

Please contact our customer support on +91 8369189572 or info@adilaworld.com and you will be emailed an exchange form. We will share a return form with you. Fill that form and share with our customer support team.
Pack the item(s) securely using the extra packing material found along with your order. Do not use the packaging in which your order was packed and sent.
Do not use cello tape or any kind wrapping on the shipment. Use the seal already provided.
Shipment should be sealed and packed before handing to courier. Only return invoices for shipping purpose to be kept outside.
Please take a video while packing & sealing the bag for your reference and safety.
Once the exchange is confirmed and approved by Adila, your exchanged item shall be processed at the earliest.

If you have any questions about our return procedure, please contact us at +91 8369189572 or info@adilaworld.com.

CANCELLATION POLICY

Order Cancellation Policy

Customers may request to cancel their order within 48 business hours of placing it, provided the order has not been dispatched. This option is not available for fast-shipping or express delivery items, or items marked as non-cancellable at the time of purchase.

If a cancellation request is made after the 48-hour window, a 10% cancellation fee may apply. After dispatch, cancellations cannot be processed, though the product may still be eligible for exchange, depending on its condition and type.

Certain products may be excluded from cancellation, such as:

Custom-made or personalized items
Items marked as final sale or non-returnable
High-value or investment-grade products
Gift cards, digital credits, or promotional vouchers
Products marked as "non-cancellable" on the product page

Orders placed using digital wallets, gift cards, or store credit will be refunded back to the original payment method, or credited to the customer's account wallet, at our discretion.

In some cases, a partial advance payment may be requested to confirm the order. If the remaining balance is not paid at the time of delivery (if applicable), the order will be considered cancelled, and standard cancellation deductions may apply.

We reserve the right to cancel any order in part or full, for reasons including but not limited to:

Unavailability of stock
Errors in pricing or product information
Incomplete or unverifiable customer information
Technical or payment-related issues

In such cases, any advance payment made by the customer will be refunded in full or in part, as applicable.

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