Return, Exchange & Refund Policy

Effective Date: 4 August 2026
Last Updated: 4 August 2026

At JewelPatakha, we carefully select, inspect and package every jewellery item before dispatch. We want customers to shop confidently while also protecting the hygiene, quality and integrity of jewellery returned to us.

This Return, Exchange & Refund Policy applies to eligible orders placed with JewelPatakha through:

The JewelPatakha website;
JewelPatakha’s official Instagram account; and
JewelPatakha’s official WhatsApp number.

Purchases made at exhibitions or other physical sale locations are not governed by this online-return policy and may be subject to separate terms communicated at the place of purchase.

Eligible requests must generally be submitted within 7 calendar days of delivery.
Visible transit damage, an incorrect product or a missing item must be reported within 48 hours of delivery.
Preference-based returns qualify for a one-time exchange or store credit, not a monetary refund.
Defective, damaged or incorrectly supplied products may qualify for replacement, exchange or refund.
Returned products must be unused, unworn and returned with their original tags and packaging.
Customised, altered, pre-order and clearance products are generally non-returnable except where defective or incorrectly supplied.
Return approval is subject to product inspection.
Nothing in this policy restricts rights that cannot lawfully be excluded under Indian consumer law.

1. About JewelPatakha

JewelPatakha is operated by Swara Panchal, sole proprietor.

Policy Highlights

Trade name: JewelPatakha
Proprietor: Swara Panchal
GSTIN: 24BIDPP8705M1ZW
Registered business address: B/7, Siddhanath Park Society, Opp. Vaibhav Hall, Ghodasar, Ahmedabad, Gujarat – 380050, India
Customer-care email: swara@jewelpatakha.com
Customer-care telephone/WhatsApp: +91 92745 46265
Customer-service hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays

2. Return and Exchange Request Window

Customers must submit an eligible return or exchange request within 7 calendar days from the recorded date of delivery.

However, claims concerning the following issues must be reported within 48 hours of delivery:

Product damaged during transit;
Incorrect product delivered;
Missing jewellery item;
Missing component or accessory;
Empty or visibly tampered parcel; or
Material damage visible immediately after opening the parcel.

A manufacturing defect that was not reasonably visible when the package was opened should be reported promptly and within the general seven-day period.

A delayed report may make it difficult to verify whether the issue existed at delivery. JewelPatakha may nevertheless consider credible evidence and any legal rights available to the customer.

3. Eligible Reasons for Return, Replacement or Refund

A customer may submit a claim where:

The product was received in a damaged condition.
The product contains a genuine manufacturing defect.
A product different from the ordered product was delivered.
A component included in the confirmed product set is missing.
The product received is materially different from its description or specifications.
The wrong colour or variation was sent by JewelPatakha.
The order was materially damaged because of inadequate packaging.
Another return or refund right applies under applicable law.

Under the Consumer Protection (E-Commerce) Rules, an ecommerce seller cannot refuse to take back goods or provide an appropriate refund where goods are defective, deficient, spurious, materially different from their advertised features or subject to qualifying delayed delivery.

4. Change-of-Mind and Preference-Based Requests

JewelPatakha may accept a preference-based request where the customer:

Does not like the design after receiving it;
Believes the jewellery does not match an outfit;
Selects the wrong colour or variation;
Changes their mind;
Finds the product heavier or lighter than personally expected, despite the approximate details being correctly stated; or
Wants another available design.

Such requests may qualify for either:

A one-time exchange; or
JewelPatakha store credit.

A cash, bank or original-payment refund will ordinarily not be provided for preference-based returns.

Approval is subject to:

The request being made within seven calendar days;
The product remaining eligible for return;
Successful quality inspection;
Availability of the requested replacement; and
Payment of applicable return and reshipping charges.

5. Preference-Based Exchange Charges

For a customer-preference exchange:

A combined logistics charge of ₹199 may be collected for reverse pickup and shipment of the replacement product.
Any difference in product price must be paid by the customer before the replacement is dispatched.
Where the replacement costs less, the remaining eligible amount will be issued as store credit.
Only one preference-based exchange will ordinarily be permitted per order.
The original shipping and COD handling fees will not be refunded.

No return or replacement shipping charge will be collected where JewelPatakha confirms that it supplied a defective, damaged or incorrect product.

6. Non-Returnable and Non-Exchangeable Products

Earrings, nose rings and other pierced jewellery, for hygiene reasons;
Customised or personalised products;
Products altered or adjusted at the customer’s request;
Made-to-order products;
Pre-order products;
Products specially sourced for a customer;
Clearance or final-sale products identified as such before purchase;
Products damaged through incorrect handling, storage or use;
Products exposed to water, perfume, hairspray, cosmetics or chemicals;
Products returned without their original components;
Products purchased from an exhibition or physical selling location;
Complimentary gifts, unless the gift itself was damaged or incorrect; and
Products for which the return window has expired.

The following products are ordinarily not eligible for preference-based return or exchange:

These exclusions do not apply where the product was defective, materially misdescribed or incorrectly supplied, or where exclusion would violate a mandatory legal right.

7. Conditions for Returning a Product

An eligible product must be returned:

Unused and unworn;
In its original condition;
With all original tags intact;
In the original jewellery box, pouch and protective packaging;
With all necklace pieces, earrings, chains, hooks, beads or other components;
Free from perfume, makeup, perspiration, moisture and stains;
Without scratches, breakage, alteration or signs of event use;
With promotional gifts received as part of the order, where applicable; and
With the invoice or order details requested by JewelPatakha.

Opening the parcel solely for inspection will not make the product “used.” However, wearing the product for an event, photoshoot, function or extended period may make it ineligible for a preference-based return.

8. Unboxing Video and Supporting Evidence

Customers are strongly advised to record a clear, uninterrupted video while opening the sealed parcel.

For claims involving damage, an incorrect product, a missing item or a tampered package, customers should provide:

An uninterrupted parcel-opening video, where available;
Photographs of the outer packaging;
A photograph of the shipping label;
Clear photographs or videos of the jewellery;
The order or invoice number; and
A description of the issue.

An unboxing video is particularly important for missing-item and tampered-package claims. However, JewelPatakha will not automatically reject an otherwise credible statutory claim solely because a video is unavailable. All available evidence and circumstances will be considered.

9. How to Submit a Request

The customer should contact JewelPatakha through:

Email: swara@jewelpatakha.com
WhatsApp: +91 92745 46265

The request should contain:

Customer’s full name;
Order number or invoice number;
Registered telephone number;
Delivery date;
Product name;
Reason for return or exchange;
Clear photographs and supporting video;
Preferred resolution; and
Pickup address, where different from the original delivery address.

Submitting a request does not automatically mean that the return, exchange or refund has been approved.

10. Preliminary Review

JewelPatakha will review the submitted details and ordinarily respond within two business days.

JewelPatakha may:

Approve reverse pickup;
Request additional photographs or information;
Request a video consultation to inspect the product;
Provide self-shipping instructions;
Reject a clearly ineligible discretionary request; or
Propose replacement, exchange, store credit or refund.

Customers should not send a product back without written return authorisation. Unauthorised returns may be refused or returned to the sender.

11. Reverse Pickup

Where reverse pickup is available, JewelPatakha or its logistics provider will arrange collection from the approved address.

The customer must:

Pack the jewellery securely;
Use the original protective packaging where possible;
Seal the package properly;
Hand over all product components; and
Obtain or retain the pickup acknowledgement.

Reverse-pickup service is subject to courier availability and PIN-code serviceability.

12. Self-Shipping

Where reverse pickup is unavailable, the customer may be requested to ship the product using a reputable tracked courier.

The customer must not use an untracked postal or courier service.

Where JewelPatakha confirms that the return is required because of a defective, damaged or incorrect product, reasonable self-shipping charges may be reimbursed up to ₹150, subject to submission of a valid courier receipt.

Self-shipping charges for preference-based exchanges are borne by the customer.

13. Inspection of Returned Products

After the returned product reaches JewelPatakha, it will undergo a quality inspection that may take up to three business days.

The inspection may assess:

Whether the product is the same product supplied;
Whether tags and packaging are intact;
Whether all components have been returned;
Whether the product shows signs of use;
Whether the stated defect is present;
Whether the damage arose before or after delivery; and
Whether the claim satisfies this policy.

The customer will be informed whether the return has been approved, partially approved or rejected.

14. Available Resolutions

Depending upon the circumstances, JewelPatakha may provide:

A. Replacement

A replacement with the same product and variation, subject to availability.

B. Exchange

An exchange for another eligible product, subject to stock availability and settlement of any price difference.

C. Store Credit

Store credit for the approved value, ordinarily valid for six months from the date of issue.

A refund where:

D. Refund

JewelPatakha supplied a defective, damaged or incorrect product;
A replacement is unavailable;
The product was materially misdescribed;
JewelPatakha cancels the order after payment;
The parcel is confirmed lost in transit; or
A refund is otherwise required under applicable law.

Replacement will ordinarily be offered first for a confirmed damaged or incorrect product, but a customer’s applicable statutory rights will remain unaffected.

15. Refund Method

Prepaid orders

Approved refunds will be initiated to the original payment method used for the transaction.

Cash-on-delivery orders

Approved COD refunds will be processed through:

UPI; or
Bank transfer.

Customers must provide correct account or UPI details through a secure communication channel. JewelPatakha will not request a UPI PIN, OTP, CVV or banking password.

16. Refund Timeline

After a return is received, inspected and approved, JewelPatakha will initiate the refund within five business days.

After initiation, the amount may take additional time to appear in the customer’s account depending upon the bank, card network, UPI provider or payment gateway.

The refund confirmation or reference number will be shared where available.

17. Shipping and COD Charges

For preference-based returns or exchanges:

Original shipping fees are non-refundable;
COD handling fees are non-refundable;
Reverse-pickup and reshipping charges may apply.

Where JewelPatakha confirms that the customer received a defective, damaged, incorrect or materially misdescribed product:

Return shipping will be borne by JewelPatakha;
Original shipping charges will be included in an approved full refund; and
The COD handling fee will also be refunded where a complete monetary refund is approved.

18. Partial Returns

Where an order contains multiple separately sold products, an eligible customer may request a return or exchange for one or more individual products.

However:

A complete jewellery set cannot be partially returned;
Necklace and matching earrings sold as one set must be returned together;
Promotional bundle conditions may be recalculated;
A complimentary gift connected with the returned product may also need to be returned; and
The value of an unreturned promotional gift may be deducted from the eligible refund or credit.

19. Damaged Packaging but Undamaged Jewellery

Minor dents, scratches or movement affecting only an external courier box may not qualify for product replacement where:

The jewellery is undamaged;
The branded jewellery packaging remains usable; and
The product is complete and as described.

Where premium branded packaging was expressly included as part of the purchased product or gifting service, significant damage to that packaging will be reviewed separately.

20. Natural Variations and Non-Defects

JewelPatakha jewellery may include hand-finished Kundan, Polki-style, antique or heritage-inspired work.

Minor differences in:

Stone placement;
Bead arrangement;
Surface texture;
Antique finish;
Colour tone;
Hand-finishing;
Measurements; or
Product weight

may occur and will not automatically constitute a manufacturing defect, provided the product remains materially consistent with its description.

Colour may also appear slightly different because of lighting, photography and individual screen settings. Material deviations will nevertheless be handled in accordance with applicable law.

21. Tarnishing and Customer-Caused Damage

A return or refund will not ordinarily be provided for damage caused by:

Water or moisture exposure;
Perfume, deodorant, hairspray or chemicals;
Cosmetics or perspiration;
Improper storage;
Pulling, bending or dropping;
Wearing jewellery while bathing, sleeping or exercising;
Normal wear and ageing of plating;
Attempted repair by another person; or
Failure to follow the product-care instructions.

A manufacturing defect must be distinguished from normal wear, plating changes or customer-caused damage.

22. Rejected Returns

A discretionary return may be rejected where the product:

Was submitted outside the return period;
Shows signs of use or extended wearing;
Smells of perfume or cosmetics;
Is stained, scratched, bent or broken after delivery;
Has missing tags, stones, chains or accessories;
Was altered by the customer;
Is not the product supplied by JewelPatakha;
Was purchased as a non-returnable item;
Was returned without approval; or
Fails the quality inspection.

If a return is rejected after inspection, the customer may be asked to pay the applicable shipping charge for the item to be sent back.

23. Fraudulent or Abusive Return Activity

JewelPatakha may investigate and reject a discretionary claim where there is reasonable evidence of:

Product substitution;
False missing-item claims;
Altered photographs or videos;
Deliberate damage;
Repeated wearing and returning;
Chargeback abuse;
False delivery information; or
Other fraudulent conduct.

Where reasonably necessary, JewelPatakha may limit discretionary return or COD privileges associated with repeated abuse. Genuine consumer complaints and legally protected remedies will continue to be considered fairly.

24. Customer Rights

This policy supplements and does not exclude any right or remedy that cannot lawfully be waived under the Consumer Protection Act, 2019 or other applicable Indian law. The Act authorises measures intended to protect consumers and prevent unfair trade practices in ecommerce.

Where any clause of this policy conflicts with a mandatory legal right, the mandatory legal right will prevail.

25. Grievance Escalation

Where a customer is dissatisfied with the handling of a return, exchange or refund, the matter may be escalated to:

Dipak Panchal
Grievance Officer, JewelPatakha
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Working hours: Monday to Friday, 11:00 AM to 7:00 PM

Unresolved complaints may subsequently be escalated to Swara Panchal, Proprietor of JewelPatakha, with the complaint reference number.

JewelPatakha may update this policy to reflect changes in business operations, logistics arrangements or applicable law.

26. Changes to This Policy

The revised version will be published with an updated effective or revision date. Changes will not ordinarily reduce rights that had already arisen from a completed transaction.