Refund policy

Welcome to Chhaya Jewelry. We value your trust and aim to provide you with high-quality jewellery products along with a smooth and transparent shopping experience. This Return and Refund Policy explains the terms and conditions applicable to returns, exchanges, replacements, cancellations, and refunds for purchases made through chhayajewelry.com.

By placing an order with us, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy.

1. About Chhaya Jewelry

Business Name: Chhaya Jewelry
Website: chhayajewelry.com
Email: chhayajewelry@gmail.com
Phone: 9681211485
Business Address: Shri Krishna Pur, Barasat, Kolkata, West Bengal – 700128, India
Business Category: Jewellery
GST Number: 19BDCPD3888B1ZO

Our goal is to offer attractive and affordable jewellery while ensuring that customers receive their orders safely and in good condition.

2. Return Eligibility

We accept returns only when the product meets the eligibility requirements described in this policy.

A product may generally be eligible for return or replacement if:

• The product received is damaged or defective.
• The product received is incorrect or different from the item ordered.
• An item is missing from the package.
• The product has a manufacturing defect that was present when received.
• The product received does not reasonably match the description or specifications displayed on our website.
• The package or product has been significantly damaged during transportation.

For hygiene, safety, quality-control, and resale reasons, certain jewellery products may not be eligible for return after opening or use. Customers should contact us before sending any item back.

3. Return Request Period

Customers must contact Chhaya Jewelry as soon as possible after receiving their order if they wish to request a return, replacement, or report a problem.

For eligible products, a return request should normally be submitted within 7 days of delivery.

Requests submitted after the applicable return period may not be accepted.

When contacting us, please provide:

1. Order number.
2. Customer name.
3. Registered mobile number or email address.
4. Name of the product.
5. Reason for requesting the return.
6. Clear photographs of the product.
7. Clear photographs of the packaging and shipping label.
8. Unboxing video, if available.

Providing an unboxing video is strongly recommended, particularly for damaged, missing, or incorrect items, as it can help us investigate the issue more quickly.

4. Damaged Products

We take reasonable care to pack jewellery securely before dispatch. However, products can occasionally be damaged during transportation.

If your jewellery arrives damaged, please do not use or alter the product. Contact us promptly with photographs and other relevant information.

We may ask you to provide:

• Photographs of the damaged jewellery.
• Photographs of the outer package.
• Photographs of the shipping label.
• Photographs of internal packaging.
• An unboxing video, where available.

After reviewing the information, we will determine whether the product qualifies for replacement, return, or refund.

If the damage is verified as a transit-related or product-related issue and the claim is approved, we may offer a replacement or refund depending on product availability and circumstances.

5. Wrong Product Received

If you receive an item that is different from the product you ordered, please contact us within the applicable return period.

The item should remain unused and in its original condition, with all original packaging, tags, accessories, invoices, and other included materials where applicable.

After verification, we may arrange a replacement with the correct product or provide another appropriate resolution.

Customers should not return a wrong item without first contacting our support team and receiving return instructions.

6. Defective Products

If a jewellery item has a manufacturing defect, please contact us as soon as possible after delivery.

Our team may request photographs, videos, or additional information to determine whether the issue is a manufacturing defect or the result of normal wear, accidental damage, improper handling, modification, or use.

If the defect is verified and the return request is approved, we may provide a replacement, repair, store credit, or refund depending on the nature of the product and availability.

Normal wear and tear, scratches caused after use, accidental breakage, tarnishing caused by environmental conditions, and damage caused by improper care may not qualify as manufacturing defects.

7. Jewellery Hygiene and Product Condition

Jewellery products should be handled carefully after delivery.

For health, hygiene, quality, and resale reasons, we may refuse returns where the product has been:

• Worn or used.
• Washed or exposed to chemicals.
• Altered or resized without authorization.
• Scratched or damaged after delivery.
• Modified by a third party.
• Returned without original packaging where such packaging is necessary to verify the product.
• Returned with missing components or accessories.
• Damaged because of improper storage or handling.

Customers are responsible for keeping eligible return products in their original condition until the return request has been resolved.

8. Non-Returnable Situations

A return may not be accepted in circumstances including, but not limited to:

• Change of mind after purchase.
• Incorrect product selection by the customer.
• Product used or worn after delivery.
• Damage caused by the customer.
• Damage caused by improper handling or storage.
• Normal wear and tear.
• Minor variations in colour, texture, finish, or appearance that can occur because of lighting, photography, screen settings, or manufacturing processes.
• Products altered, repaired, resized, or modified by the customer or a third party.
• Return requests made after the permitted return period.
• Products returned without prior approval.
• Missing original packaging or components where required.
• Items that cannot be resold due to hygiene or condition concerns.

The final decision regarding eligibility will be made after reviewing the circumstances and information provided by the customer.

9. Return Shipping

If a return is approved because we sent an incorrect product, the product was defective, or the product arrived damaged, Chhaya Jewelry may arrange or reimburse reasonable return shipping costs, subject to verification and approval.

For other approved returns, return shipping arrangements and costs may depend on the reason for the return.

Customers should not ship products to our business address without receiving return instructions from our support team.

We are not responsible for products returned without authorization or sent to an incorrect address.

10. Return Packaging

Customers must pack approved return products securely to prevent damage during transportation.

Where applicable, please include:

• Original jewellery product.
• Original box or packaging.
• Tags.
• Accessories.
• Invoice or order information.
• Any other item originally supplied with the product.

Products damaged because of inadequate return packaging may not qualify for a full refund or replacement.

Customers should retain the return shipment tracking details until the return has been successfully processed.

11. Return Inspection

Once a returned product reaches us, our team may inspect the product to verify its condition and the reason for the return.

The inspection may include checking:

• Product condition.
• Manufacturing defects.
• Signs of use.
• Damage.
• Product identity.
• Accessories and packaging.
• Order details.
• Return eligibility.

Approval of a return request before receiving the product does not necessarily guarantee a refund. Final approval may depend on the inspection result.

12. Refund Process

If your return is approved and a refund is applicable, the refund will generally be initiated after the returned product has been received and inspected.

Refunds may be processed to the original payment method or through another suitable method, depending on the payment method used for the order and operational circumstances.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or financial institution.

Chhaya Jewelry does not control the processing time of banks or third-party payment providers.

13. Cash on Delivery Orders

For Cash on Delivery (COD) orders, customers should contact our support team if an eligible return or refund is approved.

Because no online payment was made at the time of ordering, COD refunds may require additional information from the customer, such as bank account or other payment details necessary to process the refund.

Customers are responsible for providing accurate information. Chhaya Jewelry will not be responsible for delays caused by incorrect or incomplete refund information provided by the customer.

14. Refund Deductions

Where applicable, certain costs may be deducted from the refundable amount if permitted by the circumstances of the order and applicable terms.

These may include applicable shipping charges, return shipping costs, payment processing charges, or other non-refundable costs, depending on the reason for the return and the applicable offer or policy.

Where a product is confirmed to be defective, damaged in transit, or incorrectly supplied by us, we will make reasonable efforts to provide an appropriate resolution without unfairly charging the customer for our error.

15. Partial Refunds

In certain situations, a partial refund may be offered instead of a full refund.

This may apply where:

• A product has minor issues that do not materially affect its functionality or appearance.
• Certain accessories or packaging are missing.
• The product has been returned in a condition different from that in which it was delivered.
• Only part of a multi-item order qualifies for a refund.
• Another mutually acceptable resolution is agreed upon.

Any partial refund will be communicated to the customer before processing where reasonably possible.

16. Exchanges and Replacements

Where an eligible product is defective, damaged, or incorrectly supplied, we may offer a replacement instead of a refund.

Replacement depends on product availability.

If the exact product is unavailable, we may offer:

• A similar replacement.
• Store credit.
• A refund.
• Another appropriate solution agreed upon with the customer.

Replacement products may be subject to the same return and inspection requirements described in this policy.

17. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Once an order has been processed, packed, or shipped, cancellation may not always be possible.

If cancellation is successfully approved for a prepaid order, the eligible refund will be initiated according to our refund process.

COD orders may be subject to cancellation restrictions once they have entered processing or shipping.

We encourage customers to contact us as soon as possible if they need to cancel an order.

18. Refused or Undelivered Orders

Customers should make reasonable efforts to accept their orders.

If a prepaid order is returned to us because of an incorrect address, repeated delivery failure, refusal to accept the package, or other reasons attributable to the customer, additional shipping or handling costs may apply before a refund or re-shipment is processed.

Refund eligibility in such cases will be evaluated based on the circumstances of the order.

19. Product Variations

Jewellery can sometimes have minor variations in colour, finish, texture, stone appearance, or dimensions because of manufacturing processes, lighting conditions, photography, and individual screen settings.

Such minor variations may not necessarily constitute a defect.

Product images displayed on the website are intended to provide a visual representation. Actual appearance may vary slightly depending on lighting and device display settings.

20. Promotional and Discounted Products

Products purchased during special promotions, clearance sales, flash sales, discount campaigns, bundle offers, or other promotional events may have specific return or exchange conditions.

Where special terms apply, those terms will be communicated on the relevant product page, offer, checkout page, or promotional communication.

If a promotional product is eligible for return, the refund may be calculated according to the actual amount paid by the customer rather than the original listed price.

21. Gift Orders

If an item was purchased as a gift and qualifies for a return, the original purchaser may be required to initiate the return and provide the necessary order information.

Refunds may generally be issued to the original payment method used for the purchase.

22. How to Request a Return

To request a return, replacement, or refund, contact us using the details below:

Email: chhayajewelry@gmail.com
Phone: 9681211485

Please mention “Return Request – [Order Number]” in your communication and provide the relevant photographs and order details.

Our support team will review your request and provide further instructions where applicable.

23. Fraudulent or Abusive Return Claims

Chhaya Jewelry reserves the right to investigate suspicious, fraudulent, repeated, or abusive return claims.

This may include situations involving:

• False damage claims.
• Returning a different product.
• Product swapping.
• Repeated misuse of the return policy.
• Intentional product damage.
• Manipulation of order or delivery information.

Where reasonable evidence indicates abuse or fraud, we may decline the return, refund, or replacement request and take other appropriate action permitted under applicable law.

24. Policy Changes

Chhaya Jewelry may update or modify this Return and Refund Policy from time to time to reflect changes in our business operations, products, payment methods, shipping arrangements, or applicable requirements.

The updated version will be published on our website with the revised effective date.

Customers should review the policy before making a purchase.

25. Customer Support

We are committed to resolving genuine product and order-related concerns fairly and efficiently.

If you have questions about returns, refunds, replacements, cancellations, or exchanges, please contact our customer support team.

Chhaya Jewelry
Website: chhayajewelry.com
Email: chhayajewelry@gmail.com
Phone: 9681211485
Address: Shri Krishna Pur, Barasat, Kolkata, West Bengal – 700128, India
GST No.: 19BDCPD3888B1ZO

Important Notice

This policy is intended to establish clear procedures for returns and refunds. Nothing in this policy is intended to exclude or restrict any rights or remedies that customers may have under applicable Indian consumer protection laws.

By purchasing from Chhaya Jewelry, customers agree to follow the applicable return procedure described above while retaining their rights under applicable law.

Thank you for choosing Chhaya Jewelry. We appreciate your trust and look forward to serving you with quality jewellery and dependable customer support.