At Gehna Jewellers, customer satisfaction and trust are our top priorities. This Cancellation, Return & Refund Policy outlines the terms for cancelling orders, returning jewellery, and obtaining refunds processed through Razorpay.
1. Order Cancellation Policy
Since many of our pieces are made or reserved to order, cancellations are subject to the following windows:
Advance Booking Cancellation: If you paid a 20% advance booking fee, you are entitled to a full 100% refund of that advance booking payment if you request cancellation within 48 hours of placing the order.
Post-48 Hour Cancellation: Cancellation requests submitted after 48 hours from the time of booking are subject to a nominal handling charge of 5% of the total order value. The remaining portion of your payment will be refunded.
Dispatched Orders: Once a piece has been dispatched from our store, the order cannot be cancelled and must instead follow the Returns process below.
2. Returns & Replacements
Given the precious nature of our jewellery, returns are only accepted under the following conditions:
Transit Damage or Defective Delivery: If a piece arrives damaged or does not match the confirmed order, please share unboxing photos/video within 48 hours of delivery and we will arrange a free return pickup and dispatch a replacement at no extra cost.
Hallmark & Purity Assurance: Every gold and diamond piece is BIS hallmarked and certified. In the rare event of a certification discrepancy, we will replace the item or issue a full refund.
Non-Returnable Items: Customised or engraved pieces, and items with broken tamper-proof seals, cannot be returned unless defective.
3. Refund Processing & Timelines
All refunds are credited back to the customer's original payment method (e.g., credit card, debit card, UPI, or net banking) used during transaction checkout:
Refunds are initiated by our finance department within 24 to 48 hours of cancellation approval.
Once initiated, the refund will be processed and credited by Razorpay and your bank to your source account within 5 to 7 business days.
4. Contact For Cancellations & Refunds
To request cancellation, report transit damage, or check the status of a pending refund, please contact us at:
Gehna Jewellers Address: Gehna Jewellers, City Center, Gwalior, Madhya Pradesh, India Email: support@gehnajeweller.com Phone: +91 77778 36877