Return and Refund

Axiom Jewels

Last Updated: [Date]

1. OVERVIEW

At Axiom Jewels, we want you to be completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returning products and obtaining refunds in compliance with the Consumer Protection Act, 2019.

2. RETURN ELIGIBILITY

2.1 Return Window

  • 15 days from the date of delivery
  • Return requests must be initiated within this period
  • Late return requests will not be accepted

2.2 Eligible Items

  • All jewelry products including custom/personalized items
  • Products in original, unworn condition
  • Items with all original packaging and accessories
  • Products with tags and certificates (if provided)

2.3 Return Conditions

Items Must Be:

  • In original condition without signs of wear
  • Accompanied by original packaging, boxes, and pouches
  • Free from scratches, or damage
  • Complete with any certificates or documentation provided

Items NOT Eligible for Return:

  • Products damaged due to misuse or negligence
  • Items showing signs of normal wear and tear
  • Products altered or modified by customer
  • Items returned after the 15-day window
  • Products damaged during customer's return shipping

3. RETURN PROCESS

3.1 Initiating a Return

Step 1: Contact customer service within 15 days of delivery

  • Email: [To be filled]
  • Phone: [To be filled]
  • Provide: Order number, reason for return, product photos

Step 2: Receive return authorization and instructions

  • Return authorization number (mandatory for processing)
  • Return shipping address
  • Packaging guidelines

Step 3: Package and ship the item

  • Use original packaging when possible
  • Include return authorization number
  • Ship via traceable method (recommended)

3.2 Return Shipping

  • Return shipping costs will be deducted from your refund amount
  • We will arrange pickup or provide return shipping labels
  • Use our provided return methods for safe and trackable shipping
  • We take responsibility for packages returned using our authorized methods

3.3 Return Processing Timeline

  • Item Receipt: 2-3 business days after shipping
  • Quality Inspection: 1-2 business days
  • Refund Processing: 3-5 business days after approval
  • Total Timeline: 7-10 business days from return shipment

4. REFUND POLICY

4.1 Refund Methods

For Cash on Delivery (COD) Orders:

  • Store Credit Only
  • Credit issued as digital voucher
  • Voucher valid for 12 months from issue date
  • Can be used for future purchases
  • Non-transferable and non-refundable for cash

For Online Payment Orders (UPI/Cards/Net Banking):

  • Original Payment Method
  • Refund processed to same account/card used for purchase
  • Bank processing time: 3-7 additional business days
  • International cards may take 10-15 business days

4.2 Refund Amounts

  • Product Cost: Full refund minus return shipping charges
  • Original Shipping Charges: Not refundable
  • Return Shipping Deduction: Actual cost of return pickup/shipping will be deducted from refund
  • Processing Fees: Not applicable for most transactions
  • Final Refund: Product price - Return shipping cost = Amount refunded to customer

4.3 Partial Refunds

Partial refunds may be issued for:

  • Items with minor defects that don't affect functionality
  • Products showing minimal signs of use
  • Items missing original packaging (case-by-case basis)
  • Mutual agreement for resolution of specific issues

5. EXCHANGES

5.1 Exchange Availability

  • Exchanges available subject to product availability
  • Size adjustments (if applicable to product type)
  • Color/design changes (subject to availability)
  • Exchange for items of equal or greater value

5.2 Exchange Process

  • Follow same return process as mentioned above
  • Specify desired replacement in return request
  • Pay difference for higher-value items
  • Receive store credit for lower-value exchanges

5.3 Exchange Shipping

  • Customer pays return shipping
  • We cover shipping for replacement item
  • If replacement unavailable, full refund processed

6. DEFECTIVE OR DAMAGED ITEMS

6.1 Reporting Defects

  • Report within 48 hours of delivery
  • Provide clear photos of defects/damage
  • Include order details and description of issue

6.2 Our Responsibility

We cover return shipping costs (no deduction from refund) for:

  • Manufacturing defects
  • Damage during shipping
  • Wrong items sent
  • Items not matching description

6.3 Resolution Options

  • Free replacement (if available)
  • Full refund including original shipping
  • Repair services (for minor issues)
  • Store credit with bonus compensation

7. CUSTOM/PERSONALIZED ITEMS

7.1 Return Eligibility

  • Custom items ARE eligible for return within 15 days
  • Must meet same condition requirements
  • Manufacturing defects covered under warranty
  • Personal preference not grounds for return rejection

7.2 Special Considerations

  • Astrological customization based on provided birth details
  • Customer responsible for accuracy of provided information
  • No returns for incorrect birth details provided by customer
  • Design modifications requested by customer are final

8. LIFETIME CRAFTSMANSHIP GUARANTEE

8.1 Guarantee Coverage

  • Manufacturing defects: Stone settings, metal quality, structural integrity
  • Workmanship issues: Prong problems, clasp failures, joint weaknesses
  • Timeline: Lifetime of the product

8.2 Guarantee Process

  • Contact customer service with photos and description
  • Send item for evaluation (we cover shipping)
  • Free repair or replacement for covered issues
  • Return shipping covered by Axiom Jewels

8.3 Guarantee Exclusions

  • Normal wear and tear
  • Customer damage or misuse
  • Loss of stones due to impact/accident
  • Tarnishing of silver (natural process)
  • Scratches from regular use

9. SPECIAL CIRCUMSTANCES

9.1 Allergic Reactions
  • Return accepted if allergic reaction to materials occurs
  • Medical documentation may be requested
  • Full refund including return shipping
  • Alternative product recommendations provided

9.2 Size Issues

  • Resize services available for applicable items
  • One free resizing within 30 days of purchase
  • Customer pays return shipping for resize
  • Additional resizing at nominal charges

9.3 Gift Returns

  • Gift recipients can return items with gift receipt
  • Refunds issued as store credit unless original payment details provided
  • Same return conditions apply

10. REFUND PROCESSING DETAILS

10.1 Processing Timeline by Payment Method

UPI Payments: 3-5 business days
Credit Cards: 5-7 business days
Debit Cards: 3-5 business days
Net Banking: 3-5 business days
COD Orders: Store credit issued within 2-3 business days

Refund Calculation Example:

  • Product Price: ₹2,000
  • Return Shipping Cost: ₹150
  • Final Refund: ₹1,850

Return shipping costs are clearly communicated before processing

10.2 Refund Notifications

  • Email confirmation when refund is initiated
  • SMS notification for store credit issuance
  • Follow-up if refund not received within expected timeframe

11. CUSTOMER RESPONSIBILITIES

11.1 Before Returning

  • Contact customer service first to initiate return process
  • We will arrange pickup or provide return shipping labels
  • Provide accurate information about the issue
  • Follow packaging instructions carefully
  • Return shipping cost will be clearly communicated and deducted from refund

11.2 Return Package Contents

  • Original product in sellable condition
  • All original packaging materials
  • Any certificates or documentation
  • Return authorization number clearly marked

12. DISPUTE RESOLUTION

12.1 Internal Resolution

  • Customer service team as first point of contact
  • Escalation to supervisor/manager if needed
  • Grievance officer for unresolved complaints

12.2 External Resolution

  • Consumer courts as per Consumer Protection Act 2019
  • Online dispute resolution platforms
  • Industry ombudsman services

13. POLICY UPDATES

This policy may be updated periodically to reflect changes in business practices or legal requirements. Updated versions will be posted on our website with revision dates.

14. CONTACT INFORMATION

For returns, refunds, or related queries:

Customer Service:
Email: support@axiomjewels.com
Phone: [To be filled]
WhatsApp: [To be filled]
Business Hours: [To be filled]

This policy is designed to ensure fair treatment of customers while maintaining reasonable business practices. Your satisfaction is our priority.