Refund policy

Refund & Return Policy

At Ganesh Kundan & Polki Jewellery, every piece is handcrafted with care. We want you to love what you receive. Please read our policy carefully before placing an order.

Returns Are Accepted Only for Damaged Products

Because of the handcrafted and delicate nature of Kundan & Polki jewellery, we accept returns ONLY if the product arrives damaged. We do not accept returns or exchanges for change of mind, sizing preference, colour expectation, or any other non-damage reason.

Mandatory Unboxing Video

To claim a damaged item, the customer MUST provide a clear, unedited unboxing video that shows:
- The sealed parcel before opening (with the shipping label visible)
- The full unboxing in one continuous shot, without cuts or pauses
- The damage to the product clearly visible on camera

Claims without an unboxing video will not be accepted under any circumstance. This policy protects both our customers and us from fraudulent claims.

How to Raise a Damage Claim

1. Report the damage within 24 hours of delivery. Claims raised after 24 hours will not be entertained.
2. Email us the unboxing video, your order number, and clear photos of the damage.
3. Our team will review the claim within 2–3 business days and respond with the next steps.

Resolution

If the damage claim is approved, we will offer one of the following at our discretion:
- A free replacement of the same product (subject to availability), or
- A store credit equal to the product value, or
- A full refund to the original payment method

Refunds, when approved, are processed within 7–10 business days from the date of approval.

What Is Not Covered

- Minor variations in colour, stone size, or finish — each piece is handmade and small variations are natural
- Damage caused by mishandling, perfume/sweat/water exposure, or improper storage after delivery
- Lost or stolen parcels after successful delivery confirmation
- Change-of-mind returns or exchanges

Cancellations

Orders can be cancelled only before they are dispatched. Once an order is handed over to the courier, it cannot be cancelled.

Need Help?

For any queries about this policy, please reach out via our Contact page. We're here to help.