Refund Policy

This policy governs refunds and returns for all transactions on theVirabha platform. Eligibility differs by product category; please read each section that applies to your purchase.

We accept returns of physical jewellery within 7 days of delivery, provided the item is in its original, unworn condition with all tags, packaging, and certificates intact. Custom-made, personalised, or resized items are not eligible for return.

To initiate a return, raise a request through your order history in the account portal or contact support. Once the returned item is received and inspected (typically 5–7 working days), a refund will be issued to the original payment method within 5–10 working days.

Bullion is eligible for return within 48 hours of delivery if the seal is intact and the item matches the product description. Once the tamper-evident seal is broken, the item is not eligible for return.

Purity disputes must be supported by an independent assay certificate from a BIS-accredited assaying and hallmarking centre. Pending investigation, Virabha may, at its discretion, hold or refund the transaction amount.

Digital metal purchases are generally not refundable after the price-lock window has expired (see Section 5). The value of digital metal fluctuates with market prices; any price movement after your purchase is not grounds for a refund.

If you choose to “sell” your digital metal back to the platform, the proceeds will be credited to your Virabha wallet or bank account at the prevailing live sell rate at the time of the transaction, not at your original purchase price.

When you initiate a digital metal purchase, the displayed price is locked for a limited window (typically 5 minutes or until you complete payment, whichever is shorter). If you do not complete payment within this window, the order lapses and any amount collected is fully refunded to the original payment source within 3 working days.

For physical bullion orders, the price shown at checkout is locked for the duration of the payment session. If payment confirmation is not received within the session timeout, the order is automatically cancelled and any captured funds are refunded.

Once digital metal units have been sold back to the platform and the sale price has been credited to your wallet or bank account, the transaction is final and cannot be reversed.

Once a physical redemption request for digital metal has been dispatched from the vault and the tracking number has been shared with you, the redemption is considered complete. Returns of redeemed physical metal are governed by the bullion return policy in Section 3.

Virabha will not reinstate digital metal units, reverse a completed sale, or honour a previously locked price after these points of no return.

If a transaction fails due to a confirmed error on the Virabha platform — such as a technical fault that results in double-charging, an incorrect order confirmation, or a payment captured without a corresponding order being created — we will issue a full refund of the erroneously charged amount.

Such refunds will be prioritised and processed within 3 working days of the fault being confirmed by our engineering team. You will be notified via email with a reference number. If you believe you have experienced a platform-failure charge, please contact us at grievance@virabha.com with your transaction details.

A chargeback is a payment reversal initiated directly through your card issuer or bank without first contacting Virabha. We strongly encourage you to raise a grievance with us before initiating a chargeback, as this allows us to resolve the matter more quickly.

Where a chargeback is raised for a transaction that Virabha considers valid and fulfilled, we will provide documentary evidence to the payment processor to dispute the chargeback. Accounts with frequent or fraudulent chargeback activity may be suspended pending investigation.

If a chargeback is upheld after investigation and Virabha has already delivered the corresponding goods or digital metal, we reserve the right to recover the outstanding amount through lawful means.

All refunds are issued to the original payment source (card, UPI, net banking, or Virabha wallet). We do not issue refunds via cheque, cash, or an alternative payment method.

Indicative refund timelines (from the date of approval):

• UPI and Net Banking: 2–3 working days
• Credit and Debit Cards: 5–10 working days
• Virabha Wallet: immediately upon approval

Bank processing delays beyond our control may extend these timelines. Your refund reference number will be provided via email.

To raise a return or refund request, please use your account portal or contact our Grievance Officer. Formal grievances may be filed at the Grievance page.