Grievance Redressal Policy

Bombay Jewellery and Cosmetics is committed to addressing customer complaints fairly, transparently and within a reasonable period.

This Grievance Redressal Policy explains how customers may raise, track and escalate complaints relating to products, orders, payments, delivery, returns, refunds, guarantees, exchanges, privacy or use of https://bombayjewelleryhp.in.

1. Business Information

Legal business name: Bombay Jewellery and Cosmetics
Brand name: Bombay Jewellery
Proprietor: Mr. Vikas Gupta
Legal structure: Proprietorship
GSTIN: 02DJAPG5753C1ZT
Registered address: 1st Floor, Kamaksha Komplex, Cinema Chowk, Bhojpur, Sundernagar, Mandi, Himachal Pradesh – 175002
Website: https://bombayjewelleryhp.in

2. Grievance Officer

The following person is designated to receive and address formal customer grievances:

Grievance Officer: Mrs. Minkal Gupta
Email: minkalg04@gmail.com
Phone: +91 90150 00814
Postal address: 1st Floor, Kamaksha Komplex, Cinema Chowk, Bhojpur, Sundernagar, Mandi, Himachal Pradesh – 175002

3. Customer-Care Contact

Before submitting a formal grievance, customers may contact regular customer care for routine assistance:

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

Customer care can assist with:

  • Product information;
  • Order status;
  • Payment confirmation;
  • COD verification;
  • Tracking;
  • Delivery delays;
  • Cancellation requests;
  • Return procedures;
  • Refund status;
  • Size-related concerns;
  • Product guarantee claims; and
  • Lifetime 50% Exchange enquiries.

If the issue is not resolved through customer care, the customer may escalate it to the Grievance Officer.

4. Matters Covered by This Policy

A grievance may relate to:

  • Product quality;
  • Product description or representation;
  • Damaged or defective products;
  • Incorrect or missing products;
  • Order cancellation;
  • Payment failure or duplicate payment;
  • Refund delay;
  • Shipping or delivery;
  • Courier conduct;
  • Cash-on-delivery charges;
  • Return or replacement rejection;
  • Customized products;
  • Seven-Day Product Guarantee;
  • Lifetime 50% Exchange Programme;
  • Website access or account issues;
  • Privacy or personal information;
  • Marketing communications;
  • Customer reviews or submitted media;
  • Suspected fraud or unauthorized transaction; or
  • Another aspect of a purchase or website service.

5. How to Submit a Grievance

A formal grievance may be submitted through email, telephone or post using the Grievance Officer’s contact details.

The grievance should include:

  • Customer’s full name;
  • Order number;
  • Invoice number, where available;
  • Registered phone number;
  • Registered email address;
  • Delivery address, where relevant;
  • Product name;
  • Date of order and delivery;
  • Clear description of the problem;
  • Preferred resolution;
  • Relevant photographs;
  • Unboxing video, where applicable;
  • Payment or transaction reference;
  • Courier or tracking information; and
  • Copies of previous communications.

The customer should not send original documents unless specifically requested. Clear photographs or scanned copies will ordinarily be sufficient for initial review.

6. Grievance Reference Number

Where operationally available, a complaint or reference number may be assigned to the grievance.

Customers should retain:

  • The grievance reference;
  • Copies of emails or messages;
  • Courier records;
  • Photographs and videos;
  • Invoice;
  • Payment records; and
  • Any resolution communicated by us.

These records may help with investigation and escalation.

7. Acknowledgement Timeline

We aim to acknowledge a formal grievance within 48 hours after receiving it.

The acknowledgement may:

  • Confirm receipt;
  • Provide a reference number;
  • Request missing information;
  • Identify the person handling the complaint; or
  • Explain the next step.

An acknowledgement does not mean that the claim has been approved.

8. Resolution Timeline

We aim to resolve a grievance within one month from the date it is received.

Many straightforward issues may be resolved sooner.

Additional time may be required where:

  • Information is incomplete;
  • Product inspection is necessary;
  • A courier investigation is pending;
  • A payment provider or bank must investigate;
  • Fraud is suspected;
  • The customer does not respond;
  • Technical records must be examined; or
  • The matter is legally or factually complex.

If additional time is reasonably required, we will endeavour to update the customer regarding the status and expected next step.

9. Investigation Process

Depending on the complaint, we may:

  • Review the order and invoice;
  • Examine website and payment records;
  • Inspect photographs or videos;
  • Physically inspect a returned product;
  • Review courier tracking and delivery proof;
  • Contact Razorpay, a bank or UPI provider;
  • Contact DTDC or another courier;
  • Compare the product with its listing;
  • Review customer-service communications;
  • Verify an invoice or exchange record; and
  • Request additional information from the customer.

The customer must preserve the product, packaging and relevant evidence while the complaint is under investigation.

10. Possible Resolutions

Depending on the facts, applicable policy and law, a resolution may include:

  • Providing information or clarification;
  • Correcting an order or account record;
  • Locating or delivering an order;
  • Arranging reverse pickup;
  • Replacing an eligible product;
  • Repairing an eligible guaranteed product;
  • Approving an eligible return or exchange;
  • Issuing a complete or partial refund;
  • Issuing store credit with the customer’s agreement;
  • Correcting eligible personal information;
  • Stopping promotional communications;
  • Apologizing and taking corrective action; or
  • Explaining why the requested remedy cannot be approved.

A refund, return, guarantee or exchange remains subject to the applicable policy, product inspection and mandatory consumer rights.

11. Product-Related Complaints

A product-related complaint should be raised within the period stated in the relevant policy.

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

The following should be reported promptly:

  • Damage;
  • Defect;
  • Incorrect product;
  • Missing product or component;
  • Product materially different from its listing; or
  • Eligible size issue.

Submitting a general grievance does not automatically extend the 48-hour return period.

However, a procedural deadline will not remove a mandatory legal remedy where applicable.

12. Unboxing Evidence

For a damaged, missing or incorrect-product complaint, customers should provide a clear and continuous parcel-opening video beginning before the outer package is opened.

Customers should also retain:

  • Outer packaging;
  • Shipping label;
  • Product packaging;
  • Invoice;
  • All products received; and
  • Included components.

The continuous unboxing video is preferred primary evidence. However, every complaint will be assessed according to its circumstances and all reasonably available evidence.

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

13. Seven-Day Guarantee Complaints

The Seven-Day Product Guarantee applies only where the product page or invoice expressly states that the product is “Guaranteed.”

An eligible claim should be submitted within seven days after delivery.

Subject to inspection, the guarantee may cover:

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

Normal wear, accidental damage, chemical exposure, improper use and failure to follow care instructions are generally excluded.

14. Lifetime 50% Exchange Complaints

The Lifetime 50% Exchange Programme applies only to products expressly marked eligible on the product page or invoice.

A grievance concerning this Programme should include:

  • Original invoice or readable copy;
  • Photographs of the product;
  • Product category;
  • Original purchase details;
  • Description of its present condition; and
  • Details of the disputed calculation or decision.

The exchange value equals 50% of the original taxable product value after excluding GST, subject to physical inspection and the Lifetime 50% Exchange Policy.

The Programme does not provide a cash refund or precious-metal valuation.

15. Payment Complaints

For a payment complaint, the customer should provide:

  • Order number;
  • Payment date;
  • Amount;
  • Payment method;
  • Transaction reference;
  • Payment screenshot, where available; and
  • Description of the issue.

We may coordinate with Razorpay, the bank, UPI provider or card network.

Customers must never provide:

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

16. Refund Complaints

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

Refunds will be issued only to the original payment method.

After initiation, the amount may require additional time to appear depending on Razorpay, the issuing bank, card network or UPI provider.

A customer should contact us if the refund is not received after the communicated processing period.

17. Delivery Complaints

For delayed, lost, damaged, refused or incorrectly delivered shipments, we may coordinate with DTDC or another courier provider.

The customer should provide:

  • Order number;
  • Tracking number;
  • Delivery address;
  • Registered phone number;
  • Courier communications;
  • Delivery proof, where available; and
  • Photographs or video relevant to the complaint.

If tracking shows “Delivered” but the parcel has not been received, the customer should contact us as soon as possible—preferably within 24 hours—so that a courier investigation can be initiated.

18. Refused or Failed COD Deliveries

A dispatched COD order refused by the customer is not treated as a valid pre-dispatch cancellation.

Where delivery fails because of customer refusal, non-availability, an incorrect address or unanswered courier communications, the customer may be required to pay:

  • Original COD charges;
  • Return-to-origin charges;
  • New shipping charges; and
  • Product value in advance

before the order is dispatched again.

A customer may raise a grievance if they believe the delivery failure was not caused by them.

19. Privacy Grievances

A privacy grievance may concern:

  • Access to personal information;
  • Correction or updating;
  • Erasure of eligible information;
  • Withdrawal of consent;
  • Withdrawal from marketing;
  • Unauthorized use of information;
  • Account access;
  • Suspected data breach; or
  • Publication of customer photographs or videos.

Privacy requests may be submitted to:

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

Formal privacy complaints may be escalated to the Grievance Officer.

We may request reasonable information to verify the requester’s identity before disclosing, correcting or deleting personal information.

20. Marketing Complaints

Promotional WhatsApp messages, SMS or emails will be sent only where the customer has opted in or otherwise provided valid consent.

Customers may withdraw marketing consent through:

Withdrawal from marketing will not prevent essential order, payment, delivery, refund or customer-service communications.

21. Customer Responsibilities

A customer submitting a grievance must:

  • Act honestly and in good faith;
  • Provide accurate information;
  • Preserve relevant evidence;
  • Avoid altering or fabricating documents;
  • Preserve the product during investigation;
  • Respond to reasonable requests for clarification;
  • Avoid sending unrelated sensitive information; and
  • Communicate without threats, harassment or abuse.

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

22. Fraudulent or Abusive Complaints

We may reject or restrict a claim where there is reasonable evidence of:

  • Fabricated evidence;
  • Altered invoice;
  • Product substitution;
  • Intentional damage;
  • False payment claim;
  • Duplicate refund request;
  • Previous use of the same exchange benefit;
  • Identity misrepresentation; or
  • Deliberate abuse of the complaint process.

Appropriate action may be taken in cases of suspected fraud, subject to applicable law.

23. Internal Escalation

If customer care does not resolve the issue, the customer may submit a formal escalation to the Grievance Officer.

The escalation should include:

  • Original complaint details;
  • Previous correspondence;
  • Customer-care response;
  • Reason for dissatisfaction; and
  • Requested resolution.

The Grievance Officer will review the complaint, supporting evidence and previous handling of the matter.

24. External Consumer Remedies

If the customer remains dissatisfied, they may approach the National Consumer Helpline, an appropriate Consumer Commission or another competent authority.

National Consumer Helpline

Website: https://consumerhelpline.gov.in
Telephone: 1915
Operating hours: 8:00 AM–8:00 PM
WhatsApp: +91 88000 01915

Scroll to Top