Return & Exchange Policy
Effective Date: August 8, 2026
Website: https://shreekhatushyamjewellers.com/
At Shree Khatu Shyam Jewellers, we strive to provide our customers with high-quality jewellery and a smooth online shopping experience.
We understand that sometimes an order may arrive with an issue. Therefore, we provide a 7-Day Replacement/Exchange Support Policy for eligible wrong or damaged products, subject to the conditions mentioned below.
Please read this policy carefully before placing an order.
1. Easy Return / Exchange Policy
We offer a customer-friendly replacement and exchange process for eligible products.
Our policy covers:
Replacement in case you receive a wrong product.
Replacement in case the product is received damaged, subject to verification.
Resolution of eligible shipment-related issues reported within the specified timeframe.
Please note that jewellery products may have specific eligibility conditions due to their nature, value, hygiene, customization, and product-specific characteristics.
2. Wrong Product Received
If you receive a product that is different from the product ordered, please contact us as soon as possible.
A replacement may be provided after we verify:
Order details
Product received
Product ordered
Packaging condition
AWB/tracking information
Unboxing video and other supporting evidence
If the wrong product is confirmed, we may arrange a replacement with the correct product, subject to availability.
If the originally ordered product is unavailable, an alternative resolution may be offered at our discretion.
3. Damaged Product Received
If your product arrives damaged, please contact us within 7 days of delivery.
To help us investigate and resolve the issue quickly, you must provide:
Order ID
Registered mobile number
Clear photographs of the product
Clear photographs of the packaging
A complete unboxing video
Description of the damage
After reviewing the evidence, we will determine whether the product qualifies for replacement.
4. 7-Day Replacement Policy
If you receive a wrong or damaged product, you must notify us within 7 days from the date of delivery.
After receiving your request, our team will review and verify the claim.
If the claim is approved, we may offer one of the following resolutions:
Replacement with the same product, subject to availability; or
Another appropriate resolution, as determined by Shree Khatu Shyam Jewellers.
The final resolution will depend on the nature of the issue, product availability, verification results, and applicable terms.
5. What Is Covered Under the Replacement Policy?
The following situations may be eligible for replacement:
Wrong Product
You received a product different from the product mentioned in your order confirmation.
Product Damaged During Delivery
The product was damaged during transportation or delivery and the damage is supported by appropriate evidence.
Missing Product
An item included in your order is missing from the package, subject to verification.
Manufacturing Defect
A genuine manufacturing defect may be considered for replacement after inspection and verification.
All claims are subject to verification.
6. What Is Not Covered?
The following situations may not qualify for replacement or exchange:
Damage caused after delivery due to customer handling.
Scratches, dents, breakage, or other damage caused by misuse.
Normal wear and tear.
Damage caused by improper storage or maintenance.
Damage caused by exposure to chemicals, perfume, cosmetics, moisture, or other substances.
Damage caused by unauthorized repair, alteration, resizing, polishing, or modification.
Products that have been intentionally or negligently damaged.
Products returned without required supporting evidence.
Claims submitted after the applicable claim period.
Products that have been customized, personalized, engraved, altered, or made specifically according to customer requirements, unless the issue is attributable to us.
Any issue that is not a manufacturing, packaging, or delivery-related defect.
Products returned without original packaging, tags, certificates, accessories, or other items supplied with the order, where applicable.
7. Items Not Eligible Under the 7-Day Replacement Policy
Certain products may not be eligible for return or exchange because of their nature.
These may include:
Customized jewellery
Personalized or engraved products
Made-to-order products
Products altered or resized according to customer instructions
Products damaged after delivery
Products showing signs of misuse
Products missing original packaging or required accessories
Products where the issue is caused by normal wear and tear
Specific product pages may contain additional return or replacement conditions. Customers are advised to check the product description before placing an order.
8. Important Unboxing Video Requirement
An unboxing video is strongly required for wrong, damaged, missing, or tampered-product claims.
The video should begin before opening the package and should continuously show:
The complete package from all sides.
The shipping label.
The AWB/tracking number.
The condition of the package before opening.
The process of opening the package.
The product and its condition.
All items received inside the package.
The video should clearly show the complete unboxing process.
Why is the unboxing video important?
An unboxing video helps us verify whether an issue occurred during:
Packaging
Transportation
Delivery
Opening of the package
It also helps us coordinate with our courier and logistics partners when required.
Without sufficient evidence, including the required unboxing video where applicable, we may not be able to accept or approve a claim.
9. How to Cancel an Order
Order Cancellation Before Shipment
If you wish to cancel your order, please contact us as soon as possible.
Cancellation requests received before the order is shipped may be considered, subject to the status of the order.
If your cancellation request is approved before shipment, any eligible refund will be processed according to our applicable refund/payment terms.
Cancellation After Shipment
Once an order has been shipped, cancellation may no longer be possible.
In such cases, the customer may need to receive the shipment and follow the applicable return/replacement procedure, if the product is eligible.
Shipping, return, handling, or other applicable charges may not be refundable in certain circumstances.
10. Procedure to Report a Product Issue
Step 1 — Notify Us
Contact Shree Khatu Shyam Jewellers within the applicable period after delivery.
Please provide:
Order ID
Registered mobile number
Product name
Description of the issue
Unboxing video
Product photographs
Packaging photographs
Step 2 — Verification
Our team will review the submitted information.
We may request additional photographs, videos, documents, or information where required.
In certain cases, the product may need to be returned to us for physical inspection.
Step 3 — Approval
If the claim is approved, we will inform you about the applicable resolution.
Step 4 — Return
If the product needs to be returned, we will provide the applicable return instructions.
The product should be returned in the condition required by our team along with the original packaging, tags, certificates, accessories, and other items supplied with the product, wherever applicable.
Step 5 — Replacement
After receiving and verifying the returned product, an eligible replacement may be dispatched.
Replacement is subject to product availability.
11. Replacement for Returned Products
Once an eligible returned product has been received and successfully verified, we may process a replacement.
The replacement product may be:
The same product, subject to availability; or
Another appropriate resolution communicated by Shree Khatu Shyam Jewellers.
Replacement dispatch timelines may vary depending on product availability and courier service.
12. Delivered Status but Package Not Received
If the courier tracking system shows your order as “Delivered”, but you have not received the package, please inform us immediately.
You must report the issue within 12 hours of receiving the delivery confirmation message.
Please provide:
Order ID
Registered mobile number
Screenshot of the delivery confirmation SMS/tracking status
Details of the issue
We may coordinate with the courier/logistics partner to investigate the delivery.
Claims reported after 12 hours may not be accepted.
13. Package Tampering
If the package appears to be:
Opened
Damaged
Tampered with
Re-sealed
Covered with suspicious tape
Missing its original packaging or security features
please carefully inspect the package before accepting it.
Where possible, record the condition of the package and contact us immediately.
A complete unboxing video can be important evidence in case of a dispute.
14. Return Shipping Charges
For an approved wrong or damaged product claim caused by an issue attributable to Shree Khatu Shyam Jewellers or the delivery process, we may arrange or bear the applicable return shipping cost, subject to verification.
For other types of returns, cancellations, or exchanges that are permitted separately, applicable shipping or handling charges may be payable by the customer.
15. Refunds
Our primary resolution for eligible wrong or damaged products is replacement.
If replacement is not possible due to product availability or other circumstances, we may provide an alternative resolution, including a refund where applicable.
Any approved refund will generally be processed through the original payment method or another appropriate method, subject to the applicable payment provider’s processing timelines.
Refund processing time may vary depending on the payment gateway, bank, card issuer, or financial institution.
16. Important Conditions
To qualify for a replacement or exchange, customers must:
Report the issue within the applicable time period.
Provide the correct Order ID and registered contact details.
Provide clear photographs/videos when requested.
Provide the complete unboxing video where required.
Keep the original packaging and related materials.
Not alter, repair, resize, polish, engrave, or otherwise modify the product before contacting us regarding the issue.
Follow the return instructions provided by our team.
Approval of a claim is subject to verification.
Submitting a claim does not automatically guarantee approval.
17. Additional Information
Every replacement or exchange request will be reviewed individually.
We reserve the right to reject a claim where:
The claim does not meet the requirements of this policy.
The product shows signs of customer misuse or alteration.
The required evidence is not provided.
The claim is submitted after the applicable deadline.
The issue is determined to be normal wear and tear.
The product does not match our shipment or order records.
There is evidence of fraudulent or misleading activity.
Our decision after reasonable verification will be considered final, subject to applicable consumer protection laws.
18. Policy Changes
Shree Khatu Shyam Jewellers may update or modify this Return & Exchange Policy from time to time.
Any changes will be published on this page with an updated Effective Date.
Customers are encouraged to review this policy before placing an order.
19. Contact Us
For return, exchange, replacement, cancellation, or product-related concerns, please contact Shree Khatu Shyam Jewellers using the contact information available on our Website.
Business Name: Shree Khatu Shyam Jewellers
Website: https://shreekhatushyamjewellers.com/
Email: shreekhatushyamjewellers@gmail.com
Business Hours: Monday to Saturday, 10:00 AM to 7:00 PM
Important Customer Reminder
For your protection, we strongly recommend:
✓ Record a complete unboxing video.
✓ Show the AWB/tracking number clearly.
✓ Check the package before opening it.
✓ Keep the original packaging and documents.
✓ Report wrong/damaged products within 7 days.
✓ Report “Delivered but Not Received” cases within 12 hours.
This policy is designed to help maintain the quality and authenticity of our jewellery products while providing customers with a clear and transparent process for resolving genuine delivery and product-related issues.
At Shree Khatu Shyam Jewellers, we are committed to providing a safe, reliable, and transparent online shopping experience.
