Refund policy

Store Name: Jewelix.co.in
Email: jewelix13@gmail.com
Contact Number: 9874353466
Business Address: Uttar Raipur, P.O. – Dakshin Raipur, P.S. – Nodakhali, District – South 24 Parganas, West Bengal, India – 743318
Business Category: Jewellery & Accessories
GST Number: 19AIKPG6980D1Z0

Effective Date: 26 October 2026

1. Introduction

Welcome to Jewelix.co.in. We appreciate your trust in our store and are committed to providing a pleasant, transparent, and reliable online shopping experience. We understand that when purchasing jewellery and accessories online, customers want to receive products that match their expectations in terms of appearance, quality, and description.

This Return and Refund Policy explains the conditions under which products purchased from Jewelix.co.in may be returned, exchanged, or refunded. It also describes how to report damaged, defective, incorrect, or missing items and how our team handles eligible requests.

By placing an order on our website, you acknowledge that you have read and understood this policy. We encourage all customers to review the applicable terms before completing a purchase.

Our policy is intended to be fair to both customers and our business. Nothing in this policy is intended to limit any rights available to consumers under applicable Indian law.

2. Eligibility for Returns

Products may be eligible for a return when they meet the applicable conditions described below.

A return request may be considered in the following circumstances:

• You receive an item that is damaged or defective.

• You receive a product that is different from the item ordered.

• Your order contains an incorrect product, colour, design, or quantity, where applicable.

• An item is missing from your delivered order.

• A return is otherwise permitted under the product-specific terms displayed at the time of purchase or applicable consumer law.

For eligible returns, customers should contact our support team within 48 hours of delivery whenever possible, particularly for damaged, defective, incorrect, or missing products. This reporting period helps us investigate the issue promptly. It does not remove any statutory rights or remedies available under applicable law.

To help us assess your request, please provide your order number, a description of the problem, clear photographs of the product and packaging, and any other relevant information requested by our team.

A return request is subject to verification. We will communicate the next steps after reviewing the information provided.

3. Products That May Not Be Eligible for Return

Certain products may not be suitable for return because of hygiene considerations, their condition after use, or the nature of the item. Where legally permitted and clearly disclosed before purchase, the following restrictions may apply:

• Jewellery or accessories that have been worn, used, altered, or damaged after delivery by the customer.

• Products returned without the original components, accessories, or packaging necessary to verify the item, where those components were supplied.

• Products damaged because of improper handling, misuse, unauthorised repair, or failure to follow reasonable care instructions after delivery.

• Items specifically identified as non-returnable before purchase, where such a restriction is lawful.

• Personalised, customised, or made-to-order items, where applicable and where the exclusion is legally permitted.

These restrictions do not apply to the extent that a return, replacement, refund, or other remedy is required by applicable law, including where a product is defective, incorrect, misrepresented, or otherwise qualifies for a legal remedy.

Please contact us if you are unsure whether your product qualifies for a return.

4. Damaged, Defective, or Incorrect Products

We take reasonable care when preparing and dispatching orders. However, if you receive a damaged, defective, or incorrect item, please notify us as soon as possible.

To report a problem:

1. Email jewelix13@gmail.com with the subject line “Return Request – Order Number”.

2. Include your full name, order number, delivery date, and contact details.

3. Explain the issue clearly.

4. Attach photographs or a short video showing the product and the problem, if available.

5. Keep the product and its packaging until our team provides instructions.

Our team will review the request and may contact you for additional details. Depending on the circumstances and applicable law, we may offer a replacement, repair where appropriate, refund, or another suitable resolution.

Please do not send a product back before receiving return instructions. This helps prevent parcels from being sent to an incorrect address or becoming difficult to identify.

Where a return is accepted because the item was defective, damaged on arrival, or incorrectly supplied, we will communicate the appropriate return arrangements and any applicable shipping-cost treatment.

5. Return Request Process

Customers who believe their order qualifies for a return should follow the process below.

Step 1: Contact our support team

Send an email to jewelix13@gmail.com. Include your order number and the reason for your request.

Step 2: Provide supporting information

Share clear photographs, an unboxing video if available, and any other details needed to assess the issue. An unboxing video can be helpful evidence, but its absence will not automatically remove rights available under applicable law.

Step 3: Wait for review

Our team will review the information and explain whether the request can be accepted and what action is required.

Step 4: Follow the return instructions

If the return is approved, carefully pack the product and follow the instructions supplied by our team. Include the original accessories and packaging where reasonably required.

Step 5: Inspection and resolution

After the returned product is received, it may be inspected to confirm the reported issue. We will then communicate the applicable refund, replacement, or other resolution.

Please note that submitting a request does not automatically mean that a return has been approved. However, all requests will be assessed fairly and in accordance with applicable consumer protection requirements.

6. Refund Policy

Refunds may be available for eligible orders when a refund is approved following review of the circumstances.

Examples of situations in which a refund may be considered include:

• A qualifying damaged or defective product.

• An incorrect product supplied by our store.

• An order cancelled before dispatch, where cancellation is permitted.

• A product that cannot be replaced when a replacement is an appropriate remedy.

• Other circumstances in which a refund is required by applicable law.

The appropriate resolution will depend on the issue, the product, the order status, and the customer's legal rights.

Once a refund is approved, it will generally be initiated through the original payment method wherever possible. For Cash on Delivery orders, we may request suitable bank or other payment details to process the refund securely, subject to applicable requirements.

Customers should ensure that any refund details supplied are accurate. Jewelix.co.in will not ask customers to disclose their banking passwords, card PINs, or one-time passwords to process a refund.

7. Refund Processing Time

After a refund is approved, we will initiate processing as promptly as reasonably possible.

The time required for the money to appear in your account may depend on the payment provider, bank, card issuer, or other financial institution.

As a general guide:

• Refund initiation: We aim to initiate approved refunds within 5–7 business days after the applicable verification or return requirements have been completed.

• Payment-provider processing: The time taken for the funds to appear in your account may vary depending on your bank or payment provider.

• Additional verification: Certain cases may require additional information before the refund can be completed.

These are indicative processing timelines rather than a guarantee of when funds will appear. Any applicable legal deadlines or mandatory refund requirements will take precedence.

If you have not received an expected refund, please contact us with your order number and refund confirmation details, if available. We will help you understand the status of your request.

8. Exchange and Replacement Policy

Where available and appropriate, Jewelix.co.in may offer an exchange or replacement for an eligible product.

A replacement may be considered when:

• The delivered product is damaged or defective.

• The wrong product has been supplied.

• The delivered item does not match the order in a material respect.

• A replacement is otherwise an appropriate remedy under applicable law.

Replacement availability depends on stock and the nature of the issue. If the same item is unavailable, we will discuss the available options, which may include a refund or another legally appropriate resolution.

Please do not assume that an exchange is guaranteed for a change of mind, personal preference, or a difference in appearance that was accurately disclosed in the product listing. Such requests will be handled according to the terms disclosed at purchase and applicable law.

9. Order Cancellation

If you need to cancel an order, please contact us as soon as possible at jewelix13@gmail.com and include your order number.

Cancellation may be possible before the order is processed or dispatched. Once an order has been shipped, cancellation may no longer be possible through the normal process, and you may need to follow the applicable delivery, return, or refund procedure.

If a cancellation is accepted for an order that has already been paid for, any eligible refund will be processed according to this policy and applicable law.

We reserve the right to cancel an order where necessary because of stock unavailability, a pricing or listing error, suspected fraudulent activity, or an operational issue. Where payment has been collected for an order that we cancel, the applicable refund will be arranged.

Nothing in this section excludes any cancellation or refund rights that customers may have under applicable law.

10. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return and the applicable terms.

Where the return is necessary because we supplied an incorrect item or the product arrived damaged or defective, we will communicate an appropriate return arrangement. Customers will not be unfairly charged for resolving an issue attributable to our fulfilment of the order.

For other approved returns, any applicable return shipping charges will be communicated before the customer proceeds, subject to the terms disclosed at purchase and applicable law.

Please do not dispatch a return using an expensive shipping service without first contacting our team, unless necessary to exercise a legal right or meet a legal requirement.

We recommend retaining the shipping receipt or tracking number until the return has been resolved.

11. Jewellery Care and Product Condition

Jewellery and accessories should be handled carefully to preserve their appearance and condition.

Unless a product listing specifies otherwise, customers should consider the following general care practices:

• Avoid unnecessary contact with water, perfume, lotions, and harsh chemicals.

• Store items in a clean, dry place when not in use.

• Avoid excessive pressure, pulling, or bending.

• Keep jewellery separate where possible to minimise scratches and tangling.

• Follow any care instructions supplied with the specific product.

Normal wear, accidental damage after delivery, or deterioration resulting from improper care may affect return eligibility where permitted by law. These considerations do not remove remedies for a product that was defective or incorrectly supplied when delivered.

Please check your item upon arrival and contact us promptly if you notice a problem.

12. Incorrect Address or Failed Delivery

Customers are responsible for providing accurate delivery details at checkout, including their name, full address, PIN code, and contact number.

If an order cannot be delivered because of an incorrect or incomplete address, an unavailable recipient, or repeated failed delivery attempts, the courier may return the parcel to the sender.

If this occurs, please contact us to discuss the available options. Additional shipping costs may apply to a reshipment where permitted and disclosed. Any refund eligibility will depend on the circumstances, the order terms, and applicable law.

If the delivery failure results from an issue attributable to our store or our delivery arrangements, we will assess the situation fairly and communicate the appropriate resolution.

13. Missing Items and Order Discrepancies

If your parcel arrives with a missing product, missing accessory, or quantity discrepancy, please contact us as soon as possible.

Include your order number, a description of the missing item, and photographs of the parcel and its contents if available. Our team may review the order details and shipping information before determining the next steps.

Depending on the circumstances, we may arrange delivery of the missing item, a replacement, a refund, or another suitable resolution.

Please retain the packaging until the issue has been investigated.

14. Promotional Offers and Discounted Products

Products purchased during promotional campaigns, seasonal offers, or discounted sales remain subject to the return and refund terms applicable to the order.

A promotional price does not automatically remove a customer's legal rights. Where a return is approved, the refund amount will generally reflect the amount actually paid for the eligible product, taking into account any applicable discount allocation, partial cancellation, or other relevant order adjustments.

If a promotional offer included multiple products or a conditional benefit, the resolution may depend on the offer's disclosed terms and applicable law.

Any special return conditions will be communicated as clearly as reasonably possible before purchase.

15. Payment Gateway and Cash on Delivery Refunds

For prepaid orders, approved refunds will generally be initiated through the original payment method where supported by the payment provider.

For Cash on Delivery orders, we may contact the customer to obtain the information reasonably required to make a refund through a suitable payment method.

Customers should share such details only through a secure and appropriate communication channel. Never share an OTP, card PIN, banking password, or UPI PIN with anyone claiming to process a refund.

Processing times can vary depending on the payment method and financial institution. We will communicate any additional steps needed to complete an approved refund.

16. Fraud Prevention and Fair Review

To protect customers and our business, return and refund requests may be reviewed against the order information, product condition, delivery details, and evidence supplied.

We may request reasonable additional information where necessary to investigate a claim. Any decision will be based on the circumstances of the individual case and the terms applicable to the order.

We will not use this verification process to deny a remedy that a customer is legally entitled to receive.

Customers are encouraged to provide accurate information and retain order confirmations, receipts, and relevant correspondence until the issue has been resolved.

17. Customer Support and Contact Information

If you have questions about returns, refunds, replacements, cancellations, or a product received from our store, please contact us using the details below.

Store: Jewelix.co.in
Email: jewelix13@gmail.com
Phone: 9874353466
Address: Uttar Raipur, P.O. – Dakshin Raipur, P.S. – Nodakhali, District – South 24 Parganas, West Bengal, India – 743318
PIN Code: 743318
GST Number: 19AIKPG6980D1Z0

When contacting our team, please provide your order number and a clear explanation of the issue. This will help us identify your purchase and respond more efficiently.

We aim to handle customer enquiries professionally and to provide clear information about the status and outcome of each request.

18. Privacy and Customer Information

Information shared during a return or refund request will be used to identify the order, assess the issue, communicate with the customer, and process any approved resolution.

We encourage customers to provide only the information reasonably necessary for handling their request. Any personal information will be handled in accordance with our Privacy Policy and applicable law.

Customers should avoid sending sensitive financial credentials or unnecessary identity documents through ordinary email.

19. Consumer Rights and Applicable Law

This policy is intended to operate in accordance with applicable laws and regulations in India, including relevant consumer protection and e-commerce requirements.

Nothing in this policy is intended to exclude, restrict, or waive a consumer's statutory rights. Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

If you believe your concern has not been resolved appropriately, you may contact our customer support team again with your previous correspondence and order details. You may also pursue any remedy or grievance mechanism available to you under applicable law.

20. Changes to This Policy

Jewelix.co.in may update this Return and Refund Policy from time to time to reflect changes in our operations, product offerings, payment arrangements, or legal requirements.

The latest version will be published on our website with its effective date. We encourage customers to review this page before placing an order.

Any changes will be applied in accordance with applicable law and will not unlawfully remove rights associated with an existing purchase.

21. Our Commitment to Customers

At Jewelix.co.in, we value customer trust and aim to make shopping for jewellery and accessories straightforward and dependable. We understand that concerns can arise even when reasonable care is taken, and we aim to address genuine issues through a fair and transparent process.

If you receive a damaged, defective, incorrect, or otherwise qualifying product, please contact us with the relevant details so that we can review the matter and explain the available resolution.

Thank you for choosing Jewelix.co.in. We appreciate your support and look forward to serving you.

Jewelix.co.in – Jewellery & Accessories for Your Style.