ND REFUND POLICY

Last updated: 12 September 2026

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

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

This Policy applies only to products purchased directly from Bombay Jewellery and Cosmetics. Products purchased through another marketplace, reseller or third-party seller must be handled according to 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 records the shipment as delivered;
The customer or an authorized recipient accepts the shipment; or
Delivery is otherwise reasonably confirmed.

A request made after this period may be declined unless:

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

A request submitted after dispatch or delivery is a return request, not an order cancellation.

2. ELIGIBLE RETURN REASONS

Subject to this Policy, a return, replacement or refund may be considered where:

The product was damaged during transit;
The product has a manufacturing defect;
The product supplied is different from the confirmed order;
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 separate size-exchange requirements.

All claims remain subject to evidence, eligibility verification and product inspection.

3. CHANGE-OF-MIND RETURNS

We do not accept a return or refund merely because:

The customer changed their mind;
The customer no longer requires the product;
The customer does not like the product after delivery;
The product does not match an outfit or personal preference;
The customer expected a different appearance despite the product being materially consistent with its listing; or
The customer placed the order accidentally but did not cancel it before dispatch.

Customers should review product photographs, written descriptions, materials, measurements, available sizes and care instructions before placing an order.

Nothing in this provision restricts a remedy for a product that is damaged, defective, incorrectly supplied or materially misdescribed.

4. RETURN CONDITIONS

To qualify for return, the product must ordinarily be:

Unused;
Unworn;
Unwashed;
Unaltered;
Undamaged by the customer;
Free from stains, odour, perfume, makeup or signs of use;
Accompanied by the original legal invoice or readable copy;
Returned with the original tag attached;
Returned in its original product packaging; and
Returned with all accessories, components, promotional items and gifts supplied with it.

A product with a removed, broken, altered or reattached tag may be treated as used or tampered with and may be rejected, except where a mandatory consumer remedy applies.

The customer must not wear, use, wash, repair, clean, resize or alter a product after discovering a reported issue.

5. NON-RETURNABLE PRODUCTS

The following products are generally non-returnable:

Customized or personalized products;
Earrings and other hygiene-sensitive products;
Used or worn products;
Products with removed, broken, altered or reattached tags;
Products damaged through misuse or improper care;
Products altered, resized or repaired after delivery;
Sale products;
Discounted products;
Clearance products;
Products returned without the original invoice or readable copy;
Products missing original packaging or principal components; and
Products expressly marked non-returnable on the product page.

A product in one of these categories may still qualify for an appropriate remedy if it was:

Damaged on delivery;
Defective;
Incorrectly supplied;
Materially different from its description; or
Otherwise subject to a mandatory consumer remedy.

6. CUSTOMIZED OR PERSONALIZED PRODUCTS

Customized or personalized products are ordinarily non-cancellable once customization work begins and non-returnable after delivery.

This includes products that are:

Engraved;
Resized or altered;
Assembled according to customer instructions;
Made with a selected name, initial or date;
Produced in a customer-selected colour or design; or
Specially sourced for the customer.

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

Damaged on delivery;
Defective;
Incorrectly supplied; or
Materially different from the customization instructions confirmed by the customer.

The customer is responsible for checking all names, spellings, measurements, sizes, colours, designs and other instructions before approving customization.

7. EARRINGS AND HYGIENE-SENSITIVE PRODUCTS

Earrings and other pierced or hygiene-sensitive products are generally non-returnable for health and hygiene reasons.

An exception may be considered where the product is:

Damaged on delivery;
Defective;
Incorrectly supplied; or
Materially different from its description.

The product must not be worn or tried through a piercing after the issue is discovered.

8. SALE, DISCOUNTED AND CLEARANCE PRODUCTS

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

An appropriate remedy may still be considered if the product is:

Damaged on delivery;
Defective;
Incorrectly supplied; or
Materially different from its website description.

A lower price, promotional discount or clearance status does not remove a mandatory consumer remedy.

9. SIZE-RELATED EXCHANGES

Customers are responsible for reviewing the measurements and selecting the appropriate size before placing an order.

Where the customer selected an incorrect size, a size exchange may be considered only if:

The request is submitted within 48 hours after delivery;
The product category is eligible for size exchange;
The product is unused and unworn;
The original tag remains attached;
The product and packaging are undamaged;
The invoice or readable copy is provided; and
The requested replacement size is available.

For an incorrectly selected size:

The customer must bear the applicable reverse-pickup or return-shipping charge;
The customer must bear the re-delivery charge; and
Any price difference must be paid before dispatch of the replacement.

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

A size exchange is not guaranteed where the requested replacement size is unavailable.

10. UNBOXING VIDEO AND EVIDENCE

Customers should record a clear, continuous and uninterrupted parcel-opening video.

The video should:

Begin before the outer shipping package is opened;
Clearly show the shipping label;
Show that the parcel is sealed before opening;
Record the complete opening process;
Show all products and packaging received; and
Clearly show the reported damage, missing item or incorrect product.

An unboxing video is the preferred primary evidence for claims involving:

Transit damage;
Incorrect product;
Missing product; or
Missing component.

Customers should also preserve:

Outer packaging;
Shipping label;
Product packaging;
Invoice;
Original tag;
Received product; and
All included components.

Edited, incomplete or unclear evidence may make verification difficult.

However, each claim will be assessed on its facts, available credible evidence and applicable consumer law. The absence of a video will not remove a mandatory legal remedy where the claim is otherwise established.

11. HOW TO REQUEST A RETURN

A return request may be submitted through:

Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726

The request should include:

Customer’s full name;
Order number;
Registered phone number or email;
Product name;
Date of delivery;
Reason for the request;
Clear photographs of the product;
Parcel-opening video where available or applicable;
Photograph or copy of the invoice;
Photograph of the shipping label where relevant; and
Preferred resolution.

Customers should not return a product without receiving return instructions or authorization.

Submitting a request does not automatically approve the return, replacement, exchange or refund.

12. INITIAL REVIEW

After receiving the request, we may:

Confirm eligibility;
Request additional photographs, video or information;
Request courier packaging and label evidence;
Offer troubleshooting or product-care guidance;
Approve reverse pickup;
Offer repair, replacement or exchange;
Approve a refund;
Decline the request with reasons; or
Provide another appropriate remedy.

Preliminary approval of reverse pickup does not guarantee a final refund. Final eligibility is determined after the returned product is received and inspected.

13. REVERSE PICKUP

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

The customer must:

Pack the approved product securely;
Include the original invoice or readable copy;
Include all tags, packaging, accessories and components;
Hand over the correct approved product;
Retain the pickup receipt or confirmation; and
Avoid placing unrelated goods or personal belongings in the parcel.

Reverse pickup depends on courier serviceability.

Where reverse pickup is unavailable, we may ask the customer to send the approved return through a reliable trackable courier after receiving written instructions.

Unauthorized or unapproved courier expenses will not be reimbursed.

14. RETURN-SHIPPING RESPONSIBILITY

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

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

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

The customer selected an incorrect size;
Incorrect address information was provided;
Delivery was refused without a verified product issue; or
The return was not caused by an error attributable to us.

For a verified missing item, we may supply the missing item or issue the applicable refund without requiring correctly delivered products to be returned.

15. PACKING AN APPROVED RETURN

An approved return must be packed carefully to prevent damage during transit.

The customer should:

Place the product in its original product packaging;
Protect delicate components from movement;
Place the product packaging inside suitable outer packaging;
Avoid attaching tape directly to jewellery or its presentation box;
Include the required invoice and components; and
Follow any return instructions supplied by us.

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

16. INSPECTION OF RETURNED PRODUCTS

After receiving the returned product, we will inspect:

Product identity;
Product condition;
Reported issue;
Signs of wear or use;
Original tag;
Packaging;
Accessories and components;
Invoice;
Evidence previously submitted; and
Consistency with the original dispatched product.

We may also assess whether the reported damage resulted from:

Manufacturing defect;
Transit damage;
Improper use;
Accidental impact;
Exposure to water or chemicals;
Unauthorized repair;
Alteration; or
Failure to follow product-care instructions.

Inspection does not mean that a claim will automatically be rejected because packaging has minor transit wear. The overall facts and applicable consumer rights will be considered.

17. FAILED INSPECTION

A return may fail inspection where:

A different product is returned;
The product has been used or worn;
The tag was removed, altered or reattached;
Principal components are missing;
The product was damaged after delivery through misuse;
The product was altered or repaired;
The reported defect cannot be verified;
The returned product does not match the submitted evidence; or
The claim is fraudulent or misleading.

If a return fails inspection, we will communicate the reason.

The product may be sent back to the customer after the applicable re-delivery charge is paid.

We will not reject a valid statutory claim solely because of a minor procedural issue where the customer’s legal entitlement is otherwise established.

18. REPLACEMENT

Where appropriate and stock is available, we may offer replacement with:

The same product;
The correctly ordered product;
The correct available size; or
Another product agreed with the customer.

If an identical replacement is unavailable, we may offer:

Another mutually agreed product;
Store credit with the customer’s agreement;
Refund of the eligible amount; or
Another appropriate remedy.

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

19. EXCHANGE

An exchange approved under the initial return process is separate from the Lifetime 50% Exchange Programme.

For an approved ordinary exchange:

The replacement is subject to availability;
The customer must pay any additional product-price difference;
Any refundable price difference will be handled as agreed and permitted by law;
Customer-selected size exchanges attract return and re-delivery charges; and
Products must satisfy all applicable return conditions.

20. REFUND APPROVAL

A refund may be approved where:

An eligible cancellation was confirmed before dispatch;
A qualifying returned product passes inspection;
A verified replacement is unavailable;
A verified missing product cannot be supplied;
A duplicate payment occurred; or
Another refund is required under applicable law.

A refund will not be processed until any required verification or returned-product inspection has been completed.

21. REFUND PROCESSING PERIOD

For an approved returned product, the refund will generally be initiated within 5–7 business days after the product passes inspection.

The 5–7-business-day period begins after inspection approval, not when:

The return request is first submitted;
Reverse pickup occurs;
The courier begins transporting the return; or
The returned parcel first reaches a courier facility.

After the refund is initiated, the customer’s bank, UPI provider, Razorpay or another payment provider may require additional time to credit the amount.

22. REFUND METHOD

Prepaid orders

An approved refund for a prepaid order will be issued only to the original payment method used for the transaction.

We will not ordinarily redirect a prepaid refund to a different card, account, UPI ID or person.

Cash on Delivery orders

Where no original electronic payment method exists, an approved COD refund may be issued to a verified:

UPI ID; or
Bank account.

The UPI ID or bank account should belong to the customer or lawful purchaser.

The customer is responsible for providing accurate refund details. Bombay Jewellery and Cosmetics will not be responsible for a failed or misdirected transfer caused by incorrect information supplied by the customer.

We will never ask for an OTP, UPI PIN, ATM PIN, card PIN, CVV or banking password to process a refund.

23. REFUND AMOUNT

For a verified damaged, defective, materially different or incorrectly supplied product, the approved refund may include:

Eligible product value;
Tax attributable to the refunded product;
Approved return-shipping cost paid by the customer; and
A product-specific charge that must legally be refunded.

For an incorrect size selected by the customer:

Return-shipping charges will be borne by the customer;
Re-delivery charges will be borne by the customer;
COD charges, if any, will not be refunded; and
No monetary refund is ordinarily available where only a size exchange was approved.

No refund will be issued for:

Unauthorized shipping expenses;
Gift wrapping already supplied unless affected by our error;
Customer-caused damage;
Missing returned components;
Used or altered products;
Amounts not actually paid by the customer; or
Promotional benefits with no monetary value paid by the customer.

Nothing in this section restricts a refund required by law.

24. SHIPPING AND COD CHARGES

Standard India-wide shipping may be offered free according to the Shipping and Delivery Policy.

Free original shipping does not mean that we did not incur courier costs.

If an order is refused or undelivered for a customer-related reason, the customer may be required to pay:

Original shipping cost incurred by us;
Return-to-origin charge;
Re-delivery charge; and
COD-related charge

before the order is resent.

Where an eligible order is cancelled before dispatch, no payment-gateway charge will be deducted from the approved prepaid refund.

25. DAMAGED OR DEFECTIVE PRODUCTS

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

The customer should report the issue within:

48 hours after delivery for a return claim; or
The applicable seven-day period where the product is expressly marked Guaranteed.

Depending on the verified issue, we may provide:

Repair;
Replacement;
Exchange;
Refund; or
Another appropriate remedy.

26. INCORRECT PRODUCT

If the supplied product differs from the confirmed order, the customer should:

Report it within 48 hours;
Preserve the product, tag and packaging;
Provide clear photographs;
Provide the parcel-opening video where available; and
Avoid using or wearing the product.

After verification, we may arrange collection and supply the correct product or provide another appropriate remedy.

27. MISSING PRODUCT OR COMPONENT

A missing-product claim should be submitted within 48 hours after delivery with:

Order number;
Invoice;
Parcel-opening video where available;
Photograph of the shipping label;
Photograph of all contents received; and
Description of the missing item.

After verification, we may:

Send the missing product or component;
Offer a suitable replacement;
Refund the eligible missing-product value; or
Provide another agreed remedy.

28. SEVEN-DAY GUARANTEE

A seven-day guarantee applies only to products expressly marked “Guaranteed” on the product page or legal invoice.

The guarantee period begins on the date of delivery.

Subject to inspection, the guarantee may cover:

Colour or plating defects arising during the guarantee period;
Manufacturing defects;
Stone-setting defects; and
Breakage directly caused by a manufacturing defect.

The guarantee does not cover:

Normal wear and tear;
Accidental or customer-caused damage;
Scratches, bending, pulling or impact;
Exposure to water, sweat, perfume or chemicals;
Improper use or storage;
Unauthorized repair or alteration;
Lost components resulting from use; or
Failure to follow care instructions.

A guarantee claim requires:

Product;
Original legal invoice or readable copy;
Supporting photographs or video; and
Description of how and when the issue occurred.

Approval and remedy are subject to inspection.

29. LIFETIME 50% EXCHANGE PROGRAMME

The Lifetime 50% Exchange Programme is separate from the initial return and refund process.

It applies only to products expressly marked eligible on the product page or legal invoice.

Subject to the detailed Lifetime 50% Exchange Policy:

The original invoice or a readable photograph or digital copy is compulsory.
The old product must be physically returned.
The product must pass identity, authenticity and condition verification.
The customer must purchase a new product from the same product category.
The exchange value equals 50% of the old product’s original taxable product value after excluding the GST component shown on the invoice.
Shipping, COD and other service charges are excluded from the exchange value.
The exchange value is an adjustment toward a new purchase, not a cash refund.
No unused balance will be paid in cash.
The customer must pay the difference between the exchange value and the new product’s price.
The customer bears all transportation and delivery charges.
The old product must contain all principal parts.
Missing components, deliberate damage, severe breakage, substitution, alteration or tampering may reduce or cancel eligibility.
Final eligibility and valuation are determined after physical inspection.
The benefit applies only while the programme continues under its published terms and applicable law.

The programme is not a cash buyback, investment return, warranty or precious-metal valuation.

30. PROMOTIONAL GIFTS AND BUNDLED OFFERS

If an approved return relates to an order containing a complimentary gift, bundle discount or promotional benefit, the associated item or benefit may also need to be returned.

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

Where only part of a bundled order is returned, any discount may be recalculated according to the terms of the promotion.

31. GIFT ORDERS

A return or exchange request for a gifted product must still satisfy this Policy.

The original order number or invoice is required.

A prepaid monetary refund will ordinarily be issued only to the original payment method used by the purchaser.

A COD refund may be issued to a verified UPI ID or bank account after appropriate verification.

32. LOST RETURN SHIPMENTS

Where we arrange reverse pickup, we will coordinate with the courier concerning a return lost in transit.

Where the customer sends a return independently after receiving authorization, the customer must:

Use a trackable courier;
Preserve the receipt;
Share tracking information; and
Follow the supplied return instructions.

We may be unable to process a refund for an independently shipped return that cannot be tracked or confirmed as delivered.

33. FRAUDULENT OR ABUSIVE CLAIMS

We may reject or investigate a claim where we reasonably determine that:

False or misleading information was provided;
Evidence was edited or fabricated;
A different product was returned;
The product was intentionally damaged;
Components were removed or substituted;
An unauthorized payment was used;
The same benefit was previously used; or
The return, guarantee or exchange process was otherwise abused.

We may take appropriate action in cases of suspected fraud, subject to applicable law.

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

34. CUSTOMER BANKING SAFETY

To receive a COD refund, we may request limited information needed for a UPI or bank transfer.

Customers must never provide:

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

Bombay Jewellery and Cosmetics does not require these credentials to process a refund.

35. STATUTORY RIGHTS

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

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

A procedural condition will not be used to unfairly deny a statutory remedy where the customer’s claim is otherwise established.

36. POLICY CHANGES

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

The revised Policy will be published on the website with an updated revision date.

Changes will apply prospectively and will not unfairly affect a return, replacement, exchange or refund already approved.

37. CONTACT INFORMATION

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

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