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Birla Gold and Precious Metals Limited

 
 

Returns Policy

RETURNS POLICY

30 Days Policy for Return, Refund and Exchange

We understand that every piece of jewellery that is bought from Shagunn is special - a gift to yourself or a loved one. We have therefore taken utmost care in creating and inspecting the product thoroughly and pack it carefully. However if for any reason you are not entirely satisfied with your selected product, we'll be glad to rectify the problem or exchange the product, within 30 days of the delivery date.

Our 30-days Policy gives you time to make sure your purchase is perfect. Yes, it's that simple. We can only accept the product without custom engraving, in its original condition and with the certification.

What if the product delivered is defective / damaged?

Please send your complaint or query to customer care center at customer.service@shagunn.in or call us at 1800 102 2066. Damaged delivery should be reported within 24 hours of delivery.

Will I have to pay for shipping the product back to you?

We offer FREE Return Shipping only in case of receipt of damage jewellery, wrong product delivered to you. You need to pay shipping charge on all return and refund or return and exchangesfor all products within the 30-days policy.

Can I return any product purchased from www.shagunn.in ? Are there products that can't be returned?

YES. You can return any product except below:

a. Customized Design Product

What is the resolution offered in case of return and refund of product?
 
In case of a return and refund, possible solutions are:

1. Recover Making Charge from customer

2. Recover Wastage Charge from customer

3. Recover Shipping Charge to and fro from customer

 
What is the resolution offered in case of return and exchange of product?
 
In case of return and exchange, possible solutions are:

1. Recover Making Charge from customer

2. Recover Wastage Charge from customer

3. Recover Shipping Charge to and fro from customer

What is the resolution offered in case of cancel of order?

In case of cancel the order within T+1 day of order booked, possible solutions are:

a. 100% amount refund to customer

In case of cancel the order after T+1 day of order booked, possible solutions are:

a. Recover Making Charge from customer

b. Recover Wastage Charge from customer

In case of cancel the order on at the doorstep, possible solutions are:

a. Recover Making Charge from customer

b. Recover Wastage Charge from customer

c. Recover Shipping Charge to and fro from customer

How do I return the product to Shagunn within 30days from the date of delivery?

1. Please Call our customer care team on 1800 102 2066, Our helpful and experienced team will help you deal with your return and exchange process and you will be given a Return Request Number, once you let us know the item you would like to return along with your Order Number.

2. We will courier you a Shagunn tamper proof package with the Return Request Number, mention your Name and address on the security envelop and a unique serial number pre-printed.

3. Secure your jewellery with the original packing materials and certificate in the tamper proof package provided by Shagunn. Note that once the package is sealed, it cannot be opened unless destroyed.

4. Customized Jewellery which includes personalized/engraved products manufactured/ordered in line with specific instructions from Customer is not eligible for return, exchange or refund.

5. Once your returned product is received our Quality Assurance department will review the returned item. Any items that show signs of wear or have been altered, resized (by a jeweller or any entity other than Shagunn), or damaged in any other manner cannot be accepted for return, refund or exchange.

6. Once we received your product, our Quality Assurance Department we will review the returned item and accordingly will provide approval and disapproval on the product acceptance, Any items that show sign of wear or have been altered, resized (by any of the entity other than shagunn), or damage in any other manner cannot be accepted for return, exchange or refund.

7. All item must have Original security/price tag, label and certificate and must be returned in the same conditions as delivered by Shagunn. Price tag should not be tampered and package should not be damaged.

8. You will receive any complimentary for return shipping for all eligible products for return or exchange back within the 30 days policy. Shipping charges is applicable for all returns and refund or return and exchange shall be borne by Customer.

9. Product should be accompanied with Original Product Certificate and Original/Copy of Invoice for all returns, exchange or refund within the 30 days period.

10. In case the customer cannot produce the original certificate, Shagunn will send the diamond to the Lab for re-certification. The shipping cost and the cost of certification shall be borne by the customer.

11. The return, refund or exchange amount will be as determined by our team at Shagunn. In case, any Coupon, Discount or Promo Codes are used during the original purchase, the amount will be reduced by the amount equivalent to the Coupon, Discount or Promo Codes.

12. In case of refund, the payment shall be made by way of an account payee cheque/NEFT at the same bank within 15 days of receipt of product along with Certificate and Invoice subject to quality confirmation and acceptance.

13. Shagunn reserves the right to change the exchange, return or refund price of the product based on the quality inspection.

14. In case of exchange, the customer need to pay the total amount of new product choosen and the amount for the exchange product will be settle after the approval of Quality Assurance Department and after reducing the making charge , wastage charge and shipping charge.

15. For the 30-days policy, if the product is purchased at a discounted price under any promotion, then Shagunn will only refund the discounted price as per the invoice.

16. Once your package is ready, just call our customer care team and we will send a courier to pick it up from you. Pick up charge will be borne by customer in case of return and exchange or refund.

17. Once your returned item is received by Shagunn, your refund or new item will be settle within 15 days.

Do I need to send the product or can it be collected from my address?

Shagunn has a smooth pick-up facility in most cases and most cities. However, there can be a few exceptions to this depending upon the shipping address and the nature of the product. To know whether pickup is available from your shipping address, you can call our customer care number at 1800 102 2066 or write to us at customer.service@shagunn.in

In case we are unable to collect the returnable product from your address, you will be required to courier the product to us or submit at the nearest Shagunn Outlet. Please ensure that the product is in original and unused condition, complete with the original price tags, certificate, original packing and invoice.


Returns Shipping

We offer FREE Return Shipping only in case of receipt of damage jewellery, wring product delivered to you. You need to pay shipping charge on all return and exchanges or return and refunds for all products within the 30-days policy.

If you prefer just call our customer care team and we will send a courier over to pick it up from you.

Free Shipping

Shagunn provides free delivery/shipping on all items within India. Shipping time is 3-5 business days for "Available in Stock" items and 15 - 20 business days for "Make to Order" items.

Transit Insurance

All goods will be fully insured by Shagunn until they reach you, so your purchase is 100% safe.
 

Other terms and conditions:

1. Damaged delivery should be reported within 24 hours of delivery.

2. All items must be returned in their original condition. Items returned without the attached security tag will not acceptable for exchange or refund.

3. Inform about damaged products after 24 hours will neither be exchanged nor bought back by the Company.

4. Refund via Cheque, NEFT would take 8-15 working days.

5. The cost of courier and handling charges will be borne by the customer.

6. Please keep the invoice and certificate and/or guarantee card with you if you want to return a product without which processing the same would not be possible for us.

7. The policies are subject to change without prior notice.

8. When any piece of diamond jewellery is received for return and refund or return and exchange, we will send it to for a quality check. On basis of response we will initiate the exchange/refund process by the same on define mode of payment within 21 working days.

9. Disputes (if any) will be subject to Mumbai Jurisdiction.

EXCHANGE POLICY

 
What if the product delivered is defective / damaged? Can we change the product to any other product?
Please send your complaint or query to customer care center at customer.service@shagunn.in or call us at 1800 102 2066. Damaged delivery should be reported within 24 hours of delivery.

YES, you can change the product to any other product as per the below condition:-

1. New product can be booked/ ordered on the equal grammage/ carat, less grammage/ carat or more grammage/ carat.

2. In case of new product order on the same grammage/ carat as per the earlier order: Customer not required paying any charges such as making charge, shipping charge.

3. In case of new product order on less grammage/ carat as per the earlier order: Customer not required paying any charge such as making charge, shipping charge and the difference of amount against the gold grams and diamond weight refund to customer as per the price mention on the invoice of earlier order product.

4. In case of new product order on more grammage/ carat as per the earlier order: Customer not required paying of shipping charge and the difference of amount against the gold grams and diamond weight to be collected from customer as per the current price of gold and diamond.

 
Will I have to pay for shipping the product back to you?

We offer FREE Return Shipping only in case of receipt of damage jewellery, wrong product delivered to you. You need to pay shipping charge on all return or exchanges for all products within the 30-days policy.
 
Can I exchange any product purchased from www.shagunn.in ? Are there products that can't be exchange?

YES. You can exchange any product except below:

a. Customized Design Product

 
What is the resolution offered in case of return and exchange of product?

In case of return and exchange, possible solutions are:

a. Recover Making Charge from customer

b. Recover Wastage Charge from customer

c. Recover Shipping Charge to and fro from customer

Do I need to send the product or can it be collected from my address?

Shagunn has a smooth pick-up facility in most cases and most cities. However, there can be a few exceptions to this depending upon the shipping address and the nature of the product. To know whether pickup is available from your shipping address, you can call our customer care number at 1800 102 2066 or write to us at customer.service@shagunn.in

In case we are unable to collect the returnable product from your address, you will be required to courier the product to us or submit at the nearest Shagunn Outlet. Please ensure that the product is in original and unused condition, complete with the original price tags, certificate, original packing and invoice. In case a return and cancel order, applicable charge will be reduce and then refund the amount.

Returns Shipping

We offer FREE Return Shipping only in case of receipt of damage jewellery, wrong product delivered to you. You need to pay shipping charge on all return and exchange or return and refund for all products within the 30 days return policy.
If you prefer just call our customer delight team and we will send a courier over to pick it up from you.
 
Transit Insurance

All goods will be fully insured by Shagunn until they reach you, so your purchase is 100% safe.


Who pays for the reverse logistics/shipping in following cases?

A. Manufacturing Defect: In case of a manufacturing defect in diamond jewellery, the Company will bear the cost.
 
B. Delivery Defect: In case of delivery problems or in case of delivery of wrong products, the Company will bear the cost.
 
C. Exchange, Return: If you want to exchange  or return the product for any reason other than a manufacturing defect or a wrong delivery, the delivery charges will be borne by you (customer)

Customer Delight

Need help? Think we could have done something better?

We are listening and happy to do what we can to improve. Please let us know.

We can be reached at customer.service@shagunn.in or at 1800 102 2066,  between 10:00 am to 7:00 pm from Monday to Friday and on Saturday between 10:00 am to 4:00 pm.

Our registered office address is:
Birla Gold and Precious Metals Ltd.
Morya Landmark - II,Second Floor, 202 B,
Link Road, Andheri (West),Mumbai - 400 053
Maharashtra, India