GRIEVANCE REDRESSAL POLICY

Last updated: 12 September 2026

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

This Grievance Redressal Policy explains how customers may raise, track and escalate complaints relating to purchases made through https://bombayjewelleryhp.com.

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.com
Customer-care email: care@bombayjewelleryhp.com
Customer-care phone/WhatsApp: +91 78278 00726

2. SCOPE OF THIS POLICY

This Policy applies to complaints concerning:

  • Website access or customer accounts;
  • Product descriptions or specifications;
  • Pricing or invoices;
  • Payments or duplicate transactions;
  • Order processing;
  • Cancellation;
  • Shipping and delivery;
  • Damaged, defective, missing or incorrect products;
  • Returns, replacements, exchanges or refunds;
  • Customized or personalized products;
  • Seven-Day Guarantee claims;
  • Lifetime 50% Exchange claims;
  • Customer service;
  • Promotional communications;
  • Privacy or personal information; and
  • Any other service provided through the website.

3. CUSTOMER CARE—FIRST LEVEL

Customers should ordinarily contact customer care first so that the issue can be resolved promptly.

Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726
Postal address: 1st Floor, Kamaksha Komplex, Cinema Chowk, Bhojpur, Sundernagar, Mandi, Himachal Pradesh – 175002

For faster assistance, the customer should provide:

  • Full name;
  • Order number;
  • Registered phone number or email address;
  • Product name;
  • Date of order and delivery;
  • Clear description of the complaint;
  • Preferred resolution;
  • Invoice or readable photograph of the invoice;
  • Payment or transaction reference, where relevant;
  • Photographs or videos supporting the complaint; and
  • Previous correspondence relating to the matter.

Customers should not send OTPs, UPI PINs, card PINs, CVVs, banking passwords or complete card details.

4. GRIEVANCE OFFICER—FORMAL ESCALATION

If a complaint is not resolved through customer care or the customer wishes to make a formal escalation, it may be addressed to:

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

The subject line of an email should preferably state:

Grievance – Order Number – Customer Name

Customers should include the information and evidence listed in Section 3.

5. GRIEVANCE ACKNOWLEDGEMENT

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

The acknowledgement may contain:

  • A complaint or reference number;
  • Confirmation that the complaint has been received;
  • A request for additional information;
  • The name or designation of the person handling it; and
  • An estimated response period.

An automated delivery confirmation does not necessarily mean that the grievance has been fully reviewed.

6. RESOLUTION PERIOD

We will endeavour to resolve a grievance within one month from the date it is received, subject to the nature and complexity of the complaint.

Some matters may require coordination with:

  • Razorpay or another payment provider;
  • A bank, UPI provider or card network;
  • DTDC or another courier;
  • Website or hosting providers;
  • Product suppliers or manufacturers; or
  • Legal, regulatory or law-enforcement authorities.

If additional time is reasonably required, we will endeavour to inform the customer of:

  • The reason for the delay;
  • The current status;
  • Any information still required; and
  • The revised expected resolution period.

7. COMPLAINT INVESTIGATION

During an investigation, we may review:

  • Order and invoice records;
  • Product listings;
  • Payment status;
  • Courier tracking;
  • Delivery confirmation;
  • Account activity;
  • Customer communications;
  • Photographs and videos;
  • Parcel-opening video;
  • Product condition;
  • Original tags and packaging;
  • Returned-product inspection reports; and
  • Information supplied by relevant service providers.

We may request additional evidence where reasonably necessary to establish the facts and protect both the customer and the business from fraud or error.

8. POSSIBLE RESOLUTIONS

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

  • Providing information or clarification;
  • Correcting an order or account record;
  • Cancelling an eligible order;
  • Arranging delivery or re-delivery;
  • Sending a missing product or component;
  • Arranging reverse pickup;
  • Repairing an eligible guaranteed product;
  • Replacing an eligible 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;
  • Taking corrective action against a service failure; or
  • Explaining why the requested remedy cannot be approved.

Returns, refunds, replacements, guarantees and exchanges remain subject to the applicable published policy, product inspection and mandatory consumer rights.

9. PRODUCT-RELATED COMPLAINTS

Customers should inspect products promptly after delivery.

A complaint involving a damaged, defective, missing, materially different or incorrectly supplied product should ordinarily be submitted within 48 hours after delivery.

The customer should preserve:

  • Product;
  • Original tag;
  • Legal invoice or readable copy;
  • Outer packaging;
  • Shipping label;
  • Product packaging;
  • Accessories and components; and
  • Parcel-opening video, where available.

An unboxing video is the preferred primary evidence for damaged, missing or incorrect-product claims. However, the grievance will be assessed using the available credible evidence and applicable law.

Submitting a grievance does not automatically extend an applicable return, guarantee or exchange period. This does not restrict any remedy that must be provided under applicable law.

10. CUSTOMIZED OR PERSONALIZED PRODUCTS

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

A complaint may still be raised if the customized product is:

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

The customer should provide the confirmed design, size, spelling, colour or other customization instructions with the complaint.

11. PAYMENT COMPLAINTS

For payment-related complaints, customers should provide:

  • Order number, if generated;
  • Transaction reference;
  • Date and amount of payment;
  • Payment method;
  • Screenshot or proof of debit; and
  • Description of the issue.

Payment complaints may include:

  • Payment deducted but order not confirmed;
  • Duplicate payment;
  • Incorrect payment status;
  • Refund not received;
  • Unauthorized transaction; or
  • Payment failure.

We may coordinate with Razorpay, a bank, UPI provider, card network or another payment service provider.

After we initiate an approved refund, the time required for the amount to appear may depend on the customer’s bank or payment provider.

Prepaid-order refunds will be made to the original payment method. An approved COD refund may be made to a verified UPI ID or bank account where no original electronic payment method exists.

12. DELIVERY COMPLAINTS

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

Customers should promptly report:

  • Tracking showing delivered when the parcel was not received;
  • Parcel received in visibly damaged condition;
  • Missing parcel contents;
  • Incorrect delivery;
  • Unreasonable delivery delay; or
  • Courier misconduct.

Customers should preserve the packaging and shipping label while the complaint is being investigated.

A customer may be responsible for additional charges where delivery failed because of an incorrect address, repeated recipient unavailability or refusal to accept a confirmed order.

13. RETURN AND REFUND COMPLAINTS

A return or refund grievance should identify:

  • Reason for return;
  • Date on which the request was submitted;
  • Evidence originally provided;
  • Reverse-pickup or return tracking;
  • Date on which the product reached us;
  • Inspection outcome, if communicated; and
  • Refund reference, where available.

An eligible approved refund will generally be initiated within 5–7 business days after the returned product passes inspection.

A grievance does not itself guarantee approval of a return or refund. Eligibility will be determined under the Return, Exchange and Refund Policy and applicable law.

14. SEVEN-DAY GUARANTEE COMPLAINTS

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

Subject to its conditions, it may cover:

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

The guarantee does not ordinarily cover normal wear, accidental damage, improper handling, exposure to water or chemicals, unauthorized alteration or failure to follow care instructions.

A guarantee complaint should include the invoice, product photographs or video and a description of how the issue occurred.

15. LIFETIME 50% EXCHANGE COMPLAINTS

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

A complaint relating to this benefit should include:

  • Original invoice or readable photograph or digital copy;
  • Product photographs;
  • Previous exchange communications;
  • Inspection or valuation information, if available; and
  • Explanation of the disputed decision.

The programme provides an adjustment toward another product in the same category and does not provide a cash refund.

The exchange value is ordinarily 50% of the original taxable product value after excluding the GST component shown on the invoice. Eligibility remains subject to product verification, inspection and the published programme conditions.

16. PRIVACY GRIEVANCES

Privacy-related questions or complaints may initially be submitted to:

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

A privacy grievance may concern:

  • Access to personal information;
  • Correction or updating of information;
  • Deletion of eligible information;
  • Withdrawal of consent;
  • Withdrawal from promotional communications;
  • Suspected unauthorized use of information;
  • Account access; or
  • A suspected data-security incident.

Formal privacy grievances may also be escalated to the Grievance Officer.

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

17. CUSTOMER RESPONSIBILITIES

Customers raising a complaint must:

  • Act honestly and in good faith;
  • Provide accurate and complete information;
  • Preserve relevant products and evidence;
  • Avoid using or altering a product after discovering a reported defect;
  • Respond within a reasonable time to requests for clarification;
  • Avoid submitting fabricated or edited evidence; and
  • Communicate without threats, harassment or abuse.

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

Fraudulent claims, intentional damage, product substitution, harassment or misuse of the grievance process may result in rejection of the claim and appropriate action under applicable law.

18. CLOSURE OF A GRIEVANCE

A grievance may be treated as closed when:

  • The agreed remedy has been completed;
  • The customer accepts the resolution;
  • A reasoned final response has been issued;
  • The customer does not provide requested essential information within a reasonable period;
  • The same matter has already been investigated and no new evidence is provided; or
  • The matter is transferred to an appropriate authority or formal dispute process.

Closing an internal grievance does not remove a consumer’s statutory rights.

19. EXTERNAL ESCALATION

If a customer is dissatisfied with our response, the customer may approach the National Consumer Helpline, an appropriate Consumer Commission or another competent authority.

National Consumer Helpline

Website: https://consumerhelpline.gov.in
Telephone: 1915
WhatsApp: +91 88000 01915

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