Terms & Conditions

These terms describe using Mayuri Collection, placing an order and communicating with our team. Read them with our Privacy Policy and Shipping & Returns information.

Accounts and product information

You can check out as a guest without creating an account. Signed-in checkout requires a verified email address. Guest order updates and private access links are sent to the email supplied at checkout; keep those links confidential. Keep your delivery details accurate and your password private. Read the product description for materials, dimensions and care information; a photo does not establish precious-metal content, gemstone certification or allergy suitability. Contact us before purchase when a detail is unclear.

Prices, discounts and delivery quotes

Prices are displayed in NPR. Checkout calculates eligible discounts, delivery charges and configured tax before submission. Location-based delivery rates and available free-delivery offers may affect the quote. The saved order records its totals and delivery estimate.

Order submission and stock

An order number records submission; it does not by itself confirm payment or dispatch. Stock holds are temporary and may expire while payment is pending. If verified payment needs an availability or fulfilment review, staff will confirm next steps. Repeated checkout submission should reuse the same order; open that order rather than paying for a new duplicate purchase.

Payment and refunds

Use only the methods offered at checkout. Manual payment proofs require staff verification. Online payment results may need provider confirmation. If money was deducted but the order status is unclear, contact support with the order number and transaction reference before paying again. Refund approval and completed payment are separate stages; a refund reference is recorded after staff confirm the actual refund. Provider settlement time may vary.

Cancellations, returns and exchanges

Before dispatch, submit a cancellation request from your order page. The order remains active until the shop approves it. After delivery, select an item and quantity to request a return or exchange. Do not send goods back until the shop provides instructions. Eligibility and any collection arrangements are reviewed by staff. Item-return refunds use the discounted item value with proportional tax and exclude original delivery charges; any additional remedy requires staff confirmation.

Support and messages

Signed-in customers can open tickets, use available chat and reply to staff. Support hours are Mon–Sat, 9:00 AM – 7:00 PM NPT (UTC+05:45); availability depends on settings and staff presence. A response target is not a guaranteed resolution time. Tickets may be closed after inactivity and eligible resolved tickets may be reopened according to support settings. Messages do not cancel orders, approve returns or initiate money transfers. The public Contact form remains available without sign-in.

Content and conduct

Submit accurate information and respectful messages. Do not post other people's private details, spam or unlawful content. Customer reviews may be public; private support attachments and messages are not promotional material. Do not misuse accounts, payment proofs, promotions or website security.

Questions and applicable rights

Use Customer Support for purchase issues, or Help Center for general answers. These terms do not remove applicable consumer rights under Nepalese law.