Terms & Conditions

Overview

Welcome to CILVIRA

 

This website is operated by CILVIRA, a brand offering premium 92.5 sterling silver jewellery collections through its platform at cilvira.com. Throughout these terms “we”, “us”, and “our” refer to CILVIRA.

 

CILVIRA is a brand of Shree Sheetal Nath Enterprise LLP, a Limited Liability Partnership registered under the laws of India. All rights, obligations, and liabilities arising from these Terms of Service are held by and attributable to Shree Sheetal Nath Enterprise LLP.

 

CILVIRA offers this website, including all information, tools, and services available from this site, to you, the user, conditioned on your acceptance of all terms, conditions, policies, and notices stated here.

 

By visiting our website and/or purchasing products from us, you engage in our “Service” and agree to be bound by the following Terms and Conditions (“Terms of Service” or “Terms”), including any additional terms and policies referenced herein. These Terms apply to all users of the site, including without limitation browsers, vendors, customers, merchants, and content contributors.

 

Please read these Terms carefully before accessing or using our website. If you do not agree with all the terms and conditions of this agreement, you may not access the website or use any services.

 

Any new features, collections, or services added to the CILVIRA platform shall also be subject to these Terms of Service. We reserve the right to update or replace any part of these Terms by posting changes on our website. Your continued use of the website following such changes constitutes acceptance of those changes.

 

Our online store is hosted on WordPress, which provides us with the e-commerce infrastructure that enables us to sell CILVIRA’s sterling silver jewellery and related products and services to you.

 

Section 01

Online Store Terms

• By agreeing to these Terms of Service, you represent that you are at least 16 years of age, or that you are the age of majority in your state or province of residence and have given consent to allow any of your minor dependents to use this site.
• You may not use our products for any illegal or unauthorised purpose, nor may you violate any laws in your jurisdiction (including but not limited to copyright laws) in the use of the Service.
• You must not transmit any worms, viruses, or any code of a destructive nature through or in connection with our platform.
• A breach or violation of any of these Terms will result in an immediate termination of your access to our Services.

 

Section 02

General Conditions

• We reserve the right to refuse service to anyone for any reason at any time.
• Your content (excluding payment information) may be transferred unencrypted and may involve transmissions over various networks and changes to conform to the technical requirements of connecting networks or devices. Payment information is always encrypted during transfer.
• You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service or access to the Service without express written permission from us.
• The headings used in this agreement are for convenience only and will not limit or otherwise affect these Terms.

 

Section 03

Accuracy, Completeness & Timeliness of Information

We are not responsible if information made available on this site is not accurate, complete, or current. Material on this site is provided for general information only and should not be relied upon as the sole basis for making decisions. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information, which is provided for reference only. We reserve the right to modify the contents of this site at any time but have no obligation to update any information. You agree that it is your responsibility to monitor changes to our site.

 

Section 04

Modifications to the Service & Prices

• Prices for our products are subject to change without notice.
• We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice.
• We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.

 

Section 05

Products

All CILVIRA jewellery is crafted in 92.5 sterling silver. Certain products may be available exclusively online and may have limited quantities, subject to return or exchange only according to our Return Policy.

• We have made every effort to display product colours and imagery as accurately as possible. We cannot guarantee that your device’s display of any colour will be perfectly accurate.
• Product weights listed are indicative and based on average figures. Your actual product weight may vary slightly. Any weight-based excess or refund will be communicated within 48 hours of delivery.
• We reserve the right, but are not obligated, to limit the sale of our products or Services to any person, geographic region, or jurisdiction on a case-by-case basis.
• We reserve the right to limit quantities of any products or services offered, and to discontinue any product at any time.
• All product descriptions and pricing are subject to change at any time without notice, at our sole discretion.
• We do not warrant that the quality of any products, services, or information obtained by you will meet your expectations, or that any errors in the Service will be corrected.

 

Section 06

Accuracy of Billing & Account Information

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order, including orders placed under the same customer account, the same credit card, or the same billing/shipping address.

In the event that we make a change to or cancel an order, we will attempt to notify you via the email and/or phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that appear, in our sole judgment, to be placed by resellers or distributors.

You agree to provide current, complete, and accurate purchase and account information for all purchases made on our store, and to promptly update your details, including email address and payment information, so that we can complete your transactions and contact you as needed.

 

Section 07

Optional Third-Party Tools

We may provide access to third-party tools over which we neither monitor nor have any control. You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement.

We shall have no liability whatsoever arising from or relating to your use of optional third-party tools. Any use of optional tools offered through the site is entirely at your own risk, and you should ensure that you are familiar with and approve of the terms of the relevant third-party provider(s).

 

Section 08

Third-Party Links

Certain content, products, and services available via our Service may include materials from third parties. Third-party links on this site may direct you to third-party websites that are not affiliated with us.

We are not responsible for examining or evaluating the content or accuracy of third-party materials or websites, and we do not warrant and will not have any liability for any third-party materials, products, or services. We are not liable for any harm or damages related to the purchase or use of goods or services from third-party websites. Please review the third party’s policies carefully before engaging in any transaction. Complaints or questions regarding third-party products should be directed to the third party.

 

Section 09

User Comments, Feedback & Submissions

If you send us creative ideas, suggestions, proposals, reviews, or other materials, whether online, by email, or otherwise (collectively, “comments”), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any comments that you forward to us, including for marketing purposes on our website and social media.

• We are under no obligation to maintain any comments in confidence, pay compensation for any comments, or respond to any comments.
• We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, defamatory, or otherwise objectionable.
• You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, or other personal or proprietary rights.
• You may not use a false email address or otherwise mislead us as to the origin of any comments. You are solely responsible for any comments you make and their accuracy.

 

Section 10

Personal Information

Your submission of personal information through our store is governed by our Privacy Policy, available at cilvira.com/privacy-policy. Please refer to it to understand how we collect, use, and protect your personal information.

We do not store your credit or debit card details on our servers. All payment information is processed securely through our authorised payment partners.

 

Section 11

Errors, Inaccuracies & Omissions

Occasionally there may be information on our site that contains typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, offers, shipping charges, transit times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service is inaccurate at any time without prior notice (including after you have submitted your order).

 

Section 12

Prohibited Uses

In addition to other prohibitions set forth in the Terms of Service, you are prohibited from using the site or its content for any of the following:

• Any unlawful purpose, or to solicit others to perform or participate in any unlawful acts
• To violate any international, federal, or state regulations, rules, laws, or local ordinances
• To infringe upon or violate our intellectual property rights or the intellectual property rights of others
• To harass, abuse, insult, harm, defame, slander, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability
• To submit false or misleading information
• To upload or transmit viruses or any other type of malicious code that will affect the functionality or operation of the Service
• To collect or track the personal information of others
• To spam, phish, pharm, pretext, spider, crawl, or scrape
• For any obscene or immoral purpose, or to interfere with or circumvent the security features of the Service

We reserve the right to terminate your use of the Service for violating any of the prohibited uses.

 

Section 13

Shipping & Handling

Dispatch & Delivery

• Orders are typically processed and dispatched within 2-4 business days of order confirmation. Made-to-Order (MTO) and personalised pieces may require additional time; the expected timeline will be indicated at checkout or communicated separately.
• Delivery is generally completed within 5-7 business days from the date of dispatch.
• If your order includes both standard and personalised items, your order may be split and dispatched in separate shipments; standard items will typically be delivered first.
• Tracking details will be shared via email and/or WhatsApp once your order is dispatched.
• CILVIRA works with logistics partners in India to ensure smooth and timely delivery. Delays caused by third-party logistics partners beyond our control are not the responsibility of CILVIRA, though we will do our best to assist.

Shipping Charges

• Standard Orders: Free shipping on orders
• Returns: Original shipping charges are non-refundable in case of returns

Missing or Empty Parcels

In the unlikely event that you receive an empty parcel or a missing product, you must reach out to our customer support team within 48 hours of delivery. A 360-degree unboxing video of the parcel will be required to process your claim. Insufficient evidence or visible signs of tampering may result in your claim not being honoured. In all such cases, CILVIRA reserves the right to take the final decision.

Non-Serviceable Pin Codes

While most pin codes in India are both forward and reverse serviceable, in rare cases some pin codes may only be forward serviceable. In such cases, we may request you to return the product via an alternate courier service. For non-serviceable pin codes, the customer is responsible for arranging the return shipment to our warehouse.

 

Section 14

Order Cancellations

Eligibility

• Standard orders may be cancelled at any time after order placement, prior to dispatch. Once dispatched, you may refuse delivery; the order will be returned to us, and a refund will be initiated after receipt.
• Made-to-Order (MTO) / Custom orders may be cancelled within 24 hours of order placement only. If a cancellation is requested after 24 hours, applicable making charges will be deducted from the refund. If a zero-making-charge offer is active at the time of order, we nonetheless reserve the right to deduct the prevailing standard making charge.
• Custom or B2B orders cannot be cancelled once production has commenced; any cancellation at that stage will be subject to deduction of making charges incurred.

Extent of Refund on Cancellation

• Refunds will be issued strictly to the original payment method and at the original purchase price. Refunds cannot exceed the amount paid by the customer under any circumstances.
• For Cash on Delivery (COD) orders, refunds may be processed by bank transfer after KYC verification.
• Payments made via digital wallets will only be refunded to the same customer wallet and cannot be issued as cash or bank transfers.
• Promotional items received with an order will be adjusted accordingly in the case of cancellation or return.

 

Section 15

Returns & Refunds

Return Policy – 3 Days

We offer a 3-day return policy from the date of delivery for all unused and unworn items, no questions asked. Products must be returned in their original, unused, and undamaged condition, along with the original packaging and invoice.

How to Initiate a Return

• Email us at cilviraindia@gmail.com with your order number and clear photographs of the product.
• Alternatively, reach out via our website contact form or Instagram DMs.
•  Once your return is approved, a reverse pickup will be arranged within 72 hours.
• Please ensure you are available for pickup and answer calls from our delivery partner. Missed pickups may result in the process being re-initiated, extending the overall timeline.

Refund Policy

• Refunds will be initiated once the returned product is received and quality-checked at our end.
• All refunds are processed strictly at the original invoice price. Current market prices or ongoing promotions will not be considered while calculating the refund value.
• Shipping charges paid at the time of order are non-refundable in the case of returns.
• Refunds are typically processed within 5-7 working days from the date of receipt of the product at our warehouse.
• Refunds are issued to the original payment method. COD orders are refunded via bank transfer after KYC.

Replacement & Exchange

You may also avail replacement or exchange of your order. The same conditions as applicable to returns apply. A replacement will only be dispatched after the initial return has been picked up from your location. Please note: 15-day exchanges can happen only once per order.

Exclusions – Items Not Eligible for Return or Exchange

• Personalised or engraved jewellery
• Made-to-Order (MTO) products, which may only be processed via the Exchange Policy
• Products showing signs of wear and tear, resizing, or alteration by a third-party jeweller
• Products damaged due to mishandling by the customer (e.g., bent, scratched, or broken by external force)

Missing Items in Return Orders

In cases where a customer claims to have returned multiple products but the actual pickup does not include all stated items, CILVIRA reserves the right to deduct an amount up to the full MRP of the missing product from the refund. This applies to promotional items and complimentary gifts as well.

Damaged Products

If a returned product is found to be damaged due to customer mishandling, the following may apply at our discretion:

• Basic repair: Chain soldering, clasp fixing, stone setting, or cleaning may be offered at no cost. Replacing a lost stone will incur a cost equal to the value of the stone.
• Partial refund: If the customer insists on a refund for a damaged product, the refund value will be limited to the product value minus the cost attributable to damage or lost components.
• Replacement: If a product is damaged beyond repair due to a manufacturing defect, a replacement of the same design may be offered at the same price as the original order.

 

Section 16

Warranty

All CILVIRA 92.5 sterling silver jewellery comes with a 180-day warranty from the date of delivery against manufacturing defects.

What Is Covered

• Pre-existing manufacturing defects confirmed upon inspection
• Structural defects arising from the manufacturing process and not from external use or wear

What Is Not Covered

• Damage caused by mishandling, negligence, impact, accidents, or tampering
• Normal wear and tear in the course of use
•       Surface finish changes, tarnishing due to chemical or water exposure
• Loss of stones due to misuse or exposure to perfumes, water, or chemicals
• Alterations or repairs made by a jeweller other than CILVIRA
• Products without the original invoice (hard or soft copy)

How to Claim Warranty

• Email cilviraindia@gmail.com with your order number, product images, and a description of the issue.
• Once your claim is submitted and approved, we will arrange a reverse pickup within 72 hours.
• Upon inspection, we will repair or replace the product at our discretion. If neither is possible, a wallet credit may be offered in exceptional cases.

We stand behind every piece we make. If something isn’t right, we want to know, and we will make it right.

 

Section 17

Exchange Policy

CILVIRA’s exchange policy allows you to return a sterling silver piece beyond the standard 3-day return window against store credit applicable toward a future purchase of equal or higher value.

Eligibility

• Applicable only to items purchased directly from CILVIRA (cilvira.com or authorised channels).
• The original invoice must be provided at the time of exchange.
• Applicable to all standard purchases, including Made-to-Order items (which are not eligible for 3-day returns but are eligible here).
• Damaged items may be eligible for exchange at our discretion, subject to inspection and adjustment of value based on condition.
• Exchange applies only after 3 days have passed from the date of purchase, unless the product has been damaged or a component has been lost/broken, in which case early exchange may be applied at our discretion.

Exclusions

• Personalised or engraved jewellery
• Items altered or repaired by third-party jewellers will not be accepted under this policy

Exchange Process

• Initiate a request by emailing cilviraindia@gmail.com with your order details and reason for exchange.
• Submit the item with original invoice for inspection.
• Our team will evaluate the product and communicate the applicable exchange value within 2 working days.
• Once approved, the credited amount will be issued as CILVIRA store credit, redeemable on your next purchase at cilvira.com.
• Store credit is non-transferable and can be used exclusively on cilvira.com.

Important Notes

• Exchange value will be calculated based on the condition and prevailing assessed value of the product at the time of exchange.
• Cash or bank account refunds are not applicable under the exchange policy, store credit only.
• CILVIRA reserves the right to reject exchange requests if the product does not meet required quality standards upon inspection.
• If the product’s physical attributes differ significantly from records (e.g., weight deviation, missing components), the exchange value may be adjusted accordingly.
• If a physical authentication document was issued with your order and has been misplaced, a deduction of Rs. 500 may apply.

 

Section 18

Jewellery Care & Repair

CILVIRA offers a paid jewellery repair service to help restore pieces damaged over time through wear and tear or accidental impact. This is a paid service, and costs will be communicated after assessment.

Eligibility

• Only CILVIRA products are eligible for repair under this service. We do not repair jewellery purchased from other brands.
• Whether a piece can be repaired can only be confirmed after physical inspection; we will share a quote before proceeding with any work.
• If we are unable to repair a piece, you will not be charged.

Silver Care Guidance

To preserve the quality and finish of your CILVIRA jewellery:

• Avoid prolonged exposure to water, perfumes, lotions, and harsh chemicals.
• Store pieces in an airtight zip pouch or jewellery box when not in use to minimise tarnishing.
• Clean gently with a dry, soft cloth, avoiding abrasive materials or chemical jewellery cleaners unless recommended.
• Remove jewellery before swimming, exercising, bathing, or sleeping.

Tarnishing of sterling silver is a natural process and is not covered under the warranty. Proper storage and care can significantly extend the life and appearance of your jewellery.

 

Section 19

Disclaimer of Warranties & Limitation of Liability

We do not guarantee, represent, or warrant that your use of our Service will be uninterrupted, timely, secure, or error-free. Only warranties explicitly stated on the relevant product page shall apply to said product.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products delivered to you are (except as expressly stated by us) provided “as is” and “as available” for your use, without any representation, warranties, or conditions of any kind, either express or implied.

In no case shall CILVIRA, its founders, officers, employees, affiliates, agents, contractors, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, arising from your use of any of the Service or products procured using the Service.

Because some states or jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law. Under no circumstances shall CILVIRA’s total liability to you in connection with any single order exceed the amount paid by you for that order.

 

Section 20

Indemnification

You agree to indemnify, defend, and hold harmless CILVIRA and its founders, officers, employees, affiliates, agents, contractors, licensors, service providers, subcontractors, and suppliers from any claim or demand, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms of Service, or your violation of any law or the rights of a third party.

 

Section 21

Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service. Such determination shall not affect the validity and enforceability of any other remaining provisions.

 

Section 22

Termination

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If, in our sole judgment, you fail or we suspect that you have failed to comply with any term or provision of these Terms of Service, we may terminate this agreement at any time without notice. You will remain liable for all amounts due up to and including the date of termination, and we may accordingly deny you access to our Services or any part thereof.

 

Section 23

Entire Agreement

The failure of CILVIRA to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site constitute the entire agreement and understanding between you and us, and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us.

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

 

Section 24

Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of India, without regard to its conflict of laws principles.

Disputes, if any, shall be subject to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

Section 25

Changes to Terms of Service

You can review the most current version of the Terms of Service at any time on this page at cilvira.com/terms-and-conditions.

We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms by posting updates to our website. It is your responsibility to check our website periodically for changes. Your continued use of our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

 

Section 26

Contact Us

Questions about the Terms of Service, your order, or our products should be directed to us at the details below. We aim to respond to all queries within 24-48 business hours. Support is not available on Sundays or public holidays.

CILVIRA – Get in Touch

Email: cilviraindia@gmail.com

Instagram: @cilviraofficial

Website: cilvira.com

Address: Ashish Udyog Bhavan, Ramchandra Ln, Kanchpada, Malad West, Mumbai – 400064, Maharashtra , India 

Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST

 

Rewards & Wallet

1. General

• 1.1 The CILVIRA Rewards Wallet (“Wallet”) is a loyalty programme offered by CILVIRA to registered customers on cilvira.com.
• 1.2 By participating in any offer, coupon, or rewards programme, the customer agrees to these Terms and Conditions.
• 1.3 CILVIRA reserves the right to modify, suspend, or terminate the Wallet programme or any of its components at any time without prior notice.
• 1.4 Points hold no cash value and cannot be transferred, sold, or gifted to another account.

2. Wallet Structure

• 2.1 Every registered customer account will have access to a wallet:
• Accumulates points from welcome bonuses, birthday rewards, standard purchase points, percentage-based offer points, and any other standard loyalty rewards.
• Accumulates points earned through coupon-based discount offers (e.g. CILVIRA50). 
• 2.2 Points from the Wallet will be displayed separately in the customer’s account dashboard.

3. Earning Points 

• 3.1 Points are credited to the Wallet through the following:
• Welcome Points: awarded once upon a customer’s first registration on cilvira.com.
• Birthday Points: awarded annually during the customer’s birthday month, provided a valid date of birth is saved in the account.
• Purchase Points: awarded on eligible purchases made without a coupon code.
• 3.2 Points are credited to the Wallet only after the order is confirmed and the return/exchange window has passed.
• 3.3 Points will not be awarded on orders that are cancelled or returned.

4. Earning Points (Coupon-Based)

• 4.1 Points are credited to the Wallet only when the order is completed after a valid coupon code is applied at checkout.
• 4.3 Each coupon code may have its own validity period, usage limit (per customer and overall), and minimum cart value requirement, which will be communicated at the time the offer is published.
• 4.4 Coupon codes are non-transferable and may be restricted to specific customers or segments at CILVIRA’s discretion.
• 4.5 Only one coupon code may be applied per order.
• 4.6 Offer Wallet points may carry an expiry date specific to the coupon used. Expiry details will be communicated alongside the offer.

5. Redeeming Points

• 5.1 Points can be redeemed at checkout as a discount against the order value.
• 5.2 At the time of redemption, the customer must choose to redeem from the Wallet.
• 5.3 A minimum points balance may be required before redemption is permitted. This threshold will be displayed in the customer’s account.
• 5.4 Points cannot be redeemed in conjunction with an active coupon code on the same order.
• 5.5 CILVIRA reserves the right to set a maximum redemption cap per order, which will be displayed at checkout.
• 5.6 Redeemed points are non-reversible. In the event of a return or cancellation of an order where points were redeemed, the points may be reinstated at CILVIRA’s discretion, subject to review.

6. Expiry of Points

• 6.1 General Wallet points are valid for 180 days from the date of credit.
• 6.2 Offer Wallet points validity is tied to the specific coupon offer under which they were earned. Expiry will be communicated at the time of the offer.
• 6.3 Expired points are forfeited automatically and cannot be reinstated.
• 6.4 CILVIRA will make reasonable efforts to notify customers of upcoming expiry via registered email or app notification, but is not liable for forfeiture due to lack of action by the customer.

7. Account & Eligibility

• 7.1 The Wallet is available only to registered customers with a verified account on cilvira.com.
• 7.2 Only one account is permitted per customer. Duplicate accounts may result in forfeiture of all accumulated points.
• 7.3 Points are linked to the registered account and cannot be transferred in the event of account deletion or deactivation.
• 7.4 CILVIRA reserves the right to reverse or withhold points if fraudulent activity, coupon misuse, or manipulation of the system is suspected.

8. General Disclaimers

• 8.1 CILVIRA is not responsible for any technical errors resulting in delayed or incorrect point credits, provided reasonable corrective action is taken upon being notified.
• 8.2 Points have no monetary value outside the CILVIRA platform and cannot be exchanged for cash under any circumstances.
• 8.3 These Terms are governed by the laws of India. Any disputes shall be subject to the jurisdiction of courts in Mumbai.