Return, Exchange and Refund Policy

Bombay Jewellery and Cosmetics wants customers to receive products that match their confirmed orders and website descriptions.

This Policy explains the eligibility conditions and procedures for returns, replacements, exchanges and refunds for products purchased through https://bombayjewelleryhp.in.

This Policy applies only to purchases made directly from Bombay Jewellery and Cosmetics. Products purchased through another marketplace, reseller or third-party seller must be handled under the relevant seller’s policy.

1. Return-Request Period

An eligible return request must be submitted within 48 hours after delivery.

The 48-hour period begins when:

• Courier tracking shows the shipment as delivered;
• Delivery is confirmed through an OTP or signature; or
• Delivery is otherwise reasonably established.

Submitting a request does not automatically approve the return. Eligibility is confirmed after review and, where applicable, physical inspection.

A request made after 48 hours may be considered only where:

• The product is covered by the separate Seven-Day Product Guarantee;
• The Lifetime 50% Exchange Programme applies;
• We expressly agree to consider it; or
• A remedy is required under applicable law.

2. Eligible Return Reasons

Subject to this Policy, a return, replacement or exchange may be requested when:

• The product was damaged during transit;
• The product has a manufacturing defect;
• An incorrect product was supplied;
• A product or principal component is missing;
• The product is materially different from its website description;
• We supplied an incorrect size; or
• The customer selected an incorrect size and the product satisfies the size-exchange conditions.

All requests remain subject to evidence, verification, product availability and inspection.

3. Change-of-Mind Returns

We do not ordinarily accept a return merely because the customer:

• Changes their mind;
• Does not like the product;
• No longer needs the product;
• Finds that it does not match an outfit;
• Prefers another design;
• Expected a different appearance without reviewing the specifications; or
• Ordered for an occasion that has been postponed or cancelled.

This restriction does not remove a remedy required for a damaged, defective, incorrect or materially misdescribed product.

4. Product Return Conditions

To qualify for an eligible return, the product must ordinarily be:

• Unused;
• Unworn, except for a reasonable fit check where permitted;
• Unwashed;
• Unaltered;
• Undamaged by the customer;
• Free from stains, odour, perfume and makeup;
• Accompanied by the invoice or readable invoice copy;
• Returned with the original tag attached;
• Returned in its original packaging; and
• Returned with all components, accessories and promotional items.

A product with a removed, broken, altered or reattached tag may be rejected unless a mandatory consumer remedy applies.

The customer must not use, clean, repair, alter or continue wearing a product after discovering a problem.

5. Non-Returnable Products

The following products are generally non-returnable:

• Earrings, for hygiene reasons;
• Customized or personalized products;
• Sale, discounted or clearance products;
• Used or worn products;
• Products with removed or altered tags;
• Products damaged through misuse;
• Products returned without principal components;
• Products altered or repaired without authorization;
• Products damaged through improper care; and
• Products expressly marked non-returnable.

These products may still qualify for an appropriate remedy if they are damaged, defective, incorrectly supplied, materially different from their listing or otherwise subject to a mandatory consumer remedy.

6. Earrings and Hygiene

Earrings are generally non-returnable after delivery for health and hygiene reasons.

An exception may be considered where the earrings are:

• Damaged on delivery;
• Defective;
• Incorrectly supplied;
• Materially different from their listing; or
• Subject to a mandatory consumer remedy.

An eligible claim must be submitted within the applicable reporting period.

7. Customized and Personalized Products

Customized or personalized products are generally non-returnable because they are made or modified according to the customer’s instructions.

An appropriate remedy may be available where the customized product is:

• Damaged;
• Defective;
• Incorrectly supplied;
• Materially different from the approved specifications; or
• Subject to a mandatory legal remedy.

Minor handmade differences that remain consistent with the approved design will not ordinarily constitute a defect.

8. Sale and Discounted Products

Sale, discounted and clearance products are generally non-returnable.

An exception may apply where the product is:

• Damaged;
• Defective;
• Incorrectly supplied;
• Materially different from its listing; or
• Subject to another mandatory consumer remedy.

A discounted price does not itself mean that the product is defective.

9. Size-Related Returns and Exchanges

A size-related exchange may be considered where:

• The request is submitted within 48 hours;
• The product is unused and unworn;
• The original tag remains attached;
• Original packaging is intact;
• All components are returned; and
• The requested replacement size is available.

If the customer selected the wrong size:

• The customer must pay return-shipping costs;
• The customer must pay re-delivery costs;
• Any COD or service charge already incurred is non-refundable; and
• Replacement remains subject to availability.

If we supplied a size different from the confirmed order, we will bear reasonable return and replacement shipping costs.

10. Unboxing Video and Evidence

For a claim involving a damaged, missing or incorrect product, the customer should provide a clear, continuous and uninterrupted parcel-opening video.

The video should:

1. Begin before the outer shipping package is opened;
2. Clearly show the shipping label;
3. Show that the package is sealed;
4. Record the complete opening process;
5. Show all products and packaging received; and
6. Clearly show the reported problem.

Customers should also preserve:

• Outer packaging;
• Shipping label;
• Product packaging;
• Invoice;
• Products received; and
• All included components.

The continuous unboxing video is preferred primary evidence. However, each claim will be assessed according to its facts and all reasonably available evidence.

The absence of a video will not remove a consumer remedy that must be provided under applicable law.

11. How to Submit a Return Request

A return request may be submitted through:

Email: vikasgupta@bombayjewelleryhp.in
Phone/WhatsApp: +91 78278 00726

The request should include:

• Customer’s full name;
• Order number;
• Registered phone number or email;
• Product name;
• Reason for the request;
• Delivery date;
• Clear product photographs;
• Continuous unboxing video, where applicable;
• Photograph or copy of the invoice;
• Photograph of the shipping label; and
• Preferred resolution.

Submitting a request does not mean that the return has been approved.

12. Initial Review

After receiving the request, we may:

• Confirm receipt;
• Request additional photographs or information;
• Review the order and delivery record;
• Approve reverse pickup;
• Ask the customer to send the product;
• Offer replacement or exchange;
• Approve a refund;
• Decline the request with reasons; or
• Provide another appropriate remedy.

A preliminary return authorization does not guarantee a refund. Final eligibility is determined after inspection.

13. Reverse Pickup

Where courier service is available, we may arrange reverse pickup for an approved return.

The customer must:

• Pack the product securely;
• Include all original components;
• Include the invoice copy where requested;
• Hand over the correct approved product;
• Retain pickup confirmation; and
• Avoid including unrelated goods or valuables.

Reverse-pickup availability depends on courier serviceability.

If reverse pickup is unavailable, the customer may be asked to send the approved return through a trackable courier.

14. Return-Shipping Responsibility

Bombay Jewellery and Cosmetics will bear reasonable return-shipping costs where the verified reason is:

• Product damaged on delivery;
• Manufacturing defect;
• Incorrect product;
• Incorrect size supplied by us; or
• Product materially different from its listing.

The customer will pay return and re-delivery costs where:

• The customer selected the wrong size;
• The customer supplied incorrect order information;
• The reported issue is not verified; or
• The return is not caused by our error.

Any customer-paid shipping reimbursement requires prior written approval.

15. Return Packaging

The customer must package the returned product securely to prevent loss or additional damage during transit.

The package should contain:

• Approved product;
• Original tag;
• Original packaging;
• All accessories;
• All set components;
• Promotional gift, where applicable; and
• Invoice copy, where requested.

The customer may be responsible for additional damage caused by inadequate return packaging.

16. Inspection of Returned Products

After receiving the product, we may inspect:

• Product identity;
• Condition;
• Signs of use;
• Original tag;
• Packaging;
• Included components;
• Invoice;
• Reported defect;
• Size;
• Product authenticity; and
• Consistency with submitted evidence.

If the product does not satisfy this Policy, the return may be rejected.

Where a rejected product must be sent back to the customer, applicable re-delivery costs may be payable by the customer after being communicated.

A valid statutory claim will not be rejected solely because of a minor procedural issue where the customer’s entitlement is otherwise established.

17. Replacement

Where the claim is approved and stock is available, we may provide:

• The same product;
• The correct product;
• The correct available size; or
• Another product accepted by the customer.

Replacement remains subject to availability.

If the same product is unavailable, the customer may be offered:

• An alternative product;
• An eligible refund; or
• Another mutually accepted remedy.

The customer is not required to accept a materially different substitute.

18. Exchange

A regular exchange under this Policy is different from the Lifetime 50% Exchange Programme.

A regular exchange may be offered for:

• Incorrect product;
• Incorrect size;
• Eligible customer-selected size issue; or
• Another verified product problem.

Any price difference for a customer-requested replacement product must be paid by the customer.

A Lifetime 50% Exchange is governed separately and ordinarily begins after the initial return and guarantee periods.

19. Refund Approval

A refund may be approved where:

• The eligible return passes inspection;
• A replacement is unavailable;
• The customer is legally entitled to a refund;
• A missing product claim is verified;
• A prepaid order cannot be fulfilled; or
• Another approved resolution requires a refund.

Refund approval will be communicated to the customer.

20. Refund Processing Period

After an eligible returned product passes inspection, the approved refund will ordinarily be initiated within 5–7 business days.

The period begins after:

• The returned product is received;
• Inspection is completed;
• Eligibility is confirmed; and
• Any necessary refund information is verified.

Additional settlement time may be required by Razorpay, the issuing bank, UPI provider or card network.

21. Refund Method

Refunds will be issued to the original payment method wherever technically possible.

For prepaid orders, the refund will be returned through the original payment channel.

Where the original payment method does not support an electronic reversal, including certain COD transactions, we will contact the customer regarding a secure and lawful alternative refund method.

We will not impose store credit instead of a monetary refund where the customer is legally entitled to a monetary refund.

22. Refund Amount

For a verified damaged, defective, incorrect or materially misdescribed product, an approved refund may include:

• Eligible product value;
• GST included in the refunded product value;
• Reasonable return shipping paid with prior approval; and
• COD charge where the entire eligible order failed because of our verified error.

For a size issue caused by the customer:

• Return shipping will be paid by the customer;
• Re-delivery will be paid by the customer;
• COD or service charges already incurred will not be refunded; and
• Any refund, if approved instead of replacement, will be limited to the eligible product value.

No refund will be issued for an amount not actually paid.

23. Original Free Shipping

Standard delivery is free for eligible orders within India.

Because no standard forward-shipping amount was charged, no separate shipping amount will be added to a refund.

Free standard shipping does not cover:

• Customer-selected wrong-size returns;
• Re-delivery;
• Return-to-origin charges;
• Customer-caused failed delivery; or
• Lifetime exchange transportation.

24. Missing-Item Claims

A missing product or component must be reported within 48 hours after delivery.

The customer should provide:

• Continuous unboxing video;
• Photograph of the shipping label;
• Photograph of all contents;
• Order number;
• Invoice; and
• Description of the missing item.

After verification, we may:

• Send the missing item;
• Provide a replacement;
• Refund the eligible missing-item value; or
• Offer another appropriate remedy.

25. Damaged or Defective Product Claims

A damaged or defective product must not be used, worn, repaired, cleaned or altered.

The issue should be reported:

• Within 48 hours for a return claim; or
• Within seven days where the product is expressly marked “Guaranteed” and the issue is covered by that guarantee.

Depending on the verified problem, the remedy may include repair, replacement, exchange or refund.

26. Incorrect Product Claims

If the customer receives a product different from the confirmed order, the customer should:

• Avoid using or wearing it;
• Keep the tag attached;
• Preserve all packaging;
• Record or retain unboxing evidence; and
• Contact us within 48 hours.

After verification, we will arrange an appropriate replacement, collection or refund.

27. Seven-Day Product Guarantee

The Seven-Day Product Guarantee applies only to products expressly marked “Guaranteed” on the product page or invoice.

Subject to inspection, it may cover:

• Colour or plating defects;
• Manufacturing defects;
• Stone-setting defects; and
• Breakage directly caused by a manufacturing defect.

It does not ordinarily cover:

• Normal wear;
• Accidental damage;
• Customer-caused breakage;
• Scratches or bending;
• Water, sweat or chemical exposure;
• Improper storage;
• Unauthorized alteration; or
• Failure to follow care instructions.

28. Lifetime 50% Exchange Programme

The Lifetime 50% Exchange Programme applies only to products expressly marked eligible.

The Programme is separate from a return, refund or warranty.

Subject to its detailed Policy:

• Original invoice or readable invoice copy is compulsory;
• The old product must be physically returned;
• Inspection is required;
• A new product must be purchased from the same category;
• The benefit may be used once;
• No cash refund is provided;
• The customer pays transportation costs; and
• Exchange value equals 50% of the original taxable product value after excluding GST.

29. Promotional Gifts and Bundled Orders

If a returned product was supplied with a complimentary gift or promotional benefit, the gift may also need to be returned.

If the gift is not returned, its disclosed or reasonable value may be deducted from the eligible refund after informing the customer.

Where a complete set was purchased, all principal set components must ordinarily be returned.

30. Fraudulent or Abusive Claims

We may reject a request where there is reasonable evidence that:

• False information was supplied;
• Evidence was edited or fabricated;
• A different product was returned;
• The product was intentionally damaged;
• Components were removed or substituted;
• An invoice was altered;
• A duplicate refund was requested; or
• The process was otherwise abused.

A genuine claim will not be rejected merely because it contains criticism or dissatisfaction.

31. Refund Security

Bombay Jewellery and Cosmetics will never require the customer’s:

• OTP;
• UPI PIN;
• ATM PIN;
• Card PIN;
• CVV;
• Internet-banking password; or
• Complete card details

to issue a refund.

Customers should report suspicious refund communications immediately.

32. Statutory Consumer Rights

Nothing in this Policy excludes, limits or replaces a right or remedy that cannot legally be excluded under Indian law.

Where this Policy conflicts with a mandatory consumer-protection requirement, the mandatory requirement will prevail.

33. Policy Changes

We may update this Policy to reflect operational, courier, payment, legal or regulatory changes.

The updated version will be published with a revised date. Changes will apply prospectively and will not unfairly affect a return, replacement or refund already approved.

34. Contact Details

For return, replacement, exchange or refund assistance, contact:

Bombay Jewellery and Cosmetics
Brand: Bombay Jewellery
Proprietor: Mr. Vikas Gupta
GSTIN: 02DJAPG5753C1ZT
Registered address: 1st Floor, Kamaksha Komplex, Cinema Chowk, Bhojpur, Sundernagar, Mandi, Himachal Pradesh – 175002
Website: https://bombayjewelleryhp.in
Email: vikasgupta@bombayjewelleryhp.in
Phone/WhatsApp: +91 78278 00726

For formal escalation:

Grievance Officer: Mrs. Minkal Gupta
Email: minkalg04@gmail.com
Phone: +91 90150 00814