At Kashwi by KS Jewels, every piece is thoughtfully curated and handpicked to offer you only the finest designs we believe in. We take immense care in packaging and dispatching your order. However, we understand that issues can occasionally arise, and we are committed to resolving them with fairness, clarity, and warmth.

This Returns, Refunds & Exchange Policy ("Policy") forms part of our Terms of Service and applies to all purchases made through our website. By placing an order with us, you agree to the terms set out below. Please read this Policy carefully before making a purchase.

Important: We do not offer customisation or personalised jewellery services. Every piece in our collection is presented as designed, and returns or exchanges for reasons of personal preference, change of mind, or sizing are not covered under this Policy.

 

1. Return Eligibility

We accept return requests within 3 days of the date of delivery. To be eligible for a return, your item must meet all of the following conditions:

• The item is unused, unworn, and in its original condition.
• The item is returned in its original packaging, including any tags, pouches, or protective covers it was delivered with.
• You have proof of purchase (order confirmation email or order number).
• The return request is raised within 3 days of the delivery date.
  

Returns are accepted only in the following circumstances:

• The item received is defective or has a manufacturing defect.
• The item received is damaged in transit (subject to the unboxing video requirement in Section 4).
• An incorrect item was delivered (different from what was ordered).
  

We do not accept returns for change of mind, personal preference, sizing issues, or any reason other than those listed above. We encourage you to review all product images, descriptions, and sizing details carefully before placing your order.

 

2. Non-Returnable Items

The following items are strictly not eligible for return or exchange under any circumstances:

• Items that have been worn, used, or show signs of wear or misuse.
• Items returned without their original packaging, tags, or accompanying accessories.
• Items purchased during a sale, promotional event, or at a discounted price, unless received in a defective or damaged condition.
• Items damaged due to improper care, exposure to water, perfume, sweat, or chemicals, after delivery.
• Items for which no unboxing video is available, where the claim relates to transit damage (see Section 4).
• Gift cards or store credit.
  

Important: Natural variations in colour, texture, or finish due to screen calibration differences, photography lighting, or the handcrafted nature of certain pieces do not constitute defects and are not grounds for return.

 

3. Exchange Policy

Exchanges are offered as our primary resolution for eligible claims. We process exchanges in the following circumstances:

• A defective or manufacturing-defective item is received.
  
• An incorrect item was delivered.
  
• A transit-damaged item is reported with a valid unboxing video (see Section 4).
  

If the requested replacement item is in stock, we will arrange an exchange at no additional charge to you. If the exact replacement is unavailable, we will offer you either:

• A refund to your original payment method; or
  
• Store credit of equivalent value, valid for use on a future Kashwi by KS Jewels purchase.
  

Exchanges for reasons of size, colour preference, or change of mind are not permitted. Exchanges are limited to one per order and per item.

 

4. Damaged, Defective, or Incorrect Items

 

4.1 Reporting Requirements

If you receive an item that is damaged in transit, defective, or incorrect, you must notify us within 48 hours of delivery by contacting us at ksjewelsstore@gmail.com.

All claims for damaged or defective items are subject to the following mandatory requirement:

Unboxing Video Requirement -

A complete, uncut, uninterrupted unboxing video is mandatory for all damage and defect claims. The video must clearly show:

• The sealed outer courier packaging before it is opened.
  
• The unboxing process from the sealed parcel through to the product being fully revealed.
  
• The specific defect, damage, or incorrect item in question.
  

The video must be one continuous clip with no cuts, edits, or interruptions. Partial or edited videos will not be accepted and will result in the claim being declined.

Important: Without a valid unboxing video, we may be unable to process your claim, as this is required to verify the condition of the item at the time of delivery and to liaise with our logistics partners if applicable.

 

4.2 Resolution Process

Once a valid claim is submitted with all required evidence, we will review it within 2–3 business days and notify you of our decision. If your claim is approved:

• If the item is in stock, a replacement will be dispatched to you at no additional cost.
  
• If the item is out of stock, a full refund will be processed to your original payment method, or store credit will be offered at your choice.
  

We reserve the right to decline claims where the evidence provided is insufficient, inconsistent, or where the damage appears to have occurred after delivery due to misuse or improper care.

 

5. How to Initiate a Return or Exchange

To begin a return or exchange request, please follow the steps below:

Step 1: Contact us at ksjewelsstore@gmail.com within the applicable claim window (3 days for returns; 48 hours for damage/defect claims).
Step 2: Include your order number, a clear description of the issue, and photographs of the item and its packaging.
Step 3: For damage or defect claims, attach your unboxing video as required under Section 4.
Step 4: Our team will review your request and respond within 2–3 business days with a decision and next steps.
Step 5: If your return is approved, we will provide you with the return address and instructions. Do not send items back without receiving prior approval; items returned without authorization will not be accepted.
Step 6: Pack the item securely in its original packaging and ship it to the address provided. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.

Important: Return shipping costs are the responsibility of the customer unless the return is the result of our error (wrong or defective item dispatched by us).

 

6. Refund Policy

 

6.1 Processing Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your refund request within 2-3 business days of receiving the product.

If approved, your refund will be processed to your original payment method within 5-10 working days from the date of approval. Please note that it may take additional time for your bank or payment provider to post the refund to your account, depending on their internal processing timelines.

If more than 15 working days have passed since your refund was approved and you have not received it, please contact us at ksjewelsstore@gmail.com, and we will investigate the matter promptly.

 

6.2 Non-Refundable Amounts

The following charges are strictly non-refundable under any circumstances:

•    Original outward shipping charges paid at checkout.
•    Cash on Delivery (COD) handling fees, if applicable.
•    Any advance or partial payment collected to confirm a COD order.
•    Return shipping charges (unless the return results from our error).

Important: Refunds are not available for items purchased on sale or during promotional events, unless the item was received in a defective or damaged condition.

 

7. Store Credit

In certain cases, we may offer store credit as an alternative to a monetary refund. Store credit:

• Is valid for 12 months from the date of issuance.
  
• Can be used towards any purchase on our website.
  
• Is non-transferable and cannot be redeemed for cash.
  
• Will not be re-credited if unused within the validity period.
  

 

8. Cash on Delivery (COD) Orders

For COD orders, please note the following:

• Any advance or partial payment collected at the time of placing a COD order to confirm the order is strictly non-refundable, including in cases of order cancellation, non-acceptance at delivery, or failed delivery attempts.
  
• COD handling charges, if applicable, are non-refundable under any circumstances.
  
• If a COD order is returned to us due to non-acceptance or a failed delivery caused by the customer, re-dispatch will only be possible upon payment of the applicable shipping charges in advance.

Important: Refusal to accept a COD delivery does not entitle you to a refund of any advance payment or COD handling fee already collected.

 

9. Order Cancellations

Orders may be cancelled only before they have been dispatched. Once an order has been dispatched, cancellation is no longer possible, and you will need to refer to this Returns Policy upon receipt of the item.

To request a cancellation before dispatch, please contact us immediately at ksjewelsstore@gmail.com with your order number. We will confirm whether cancellation is possible based on the processing status of your order at that time.

If a cancellation is approved before dispatch, a full refund, excluding any non-refundable amounts listed in Section 6.2, will be processed within 5–10 working days.

 

10. Consumer Rights Under Indian Law

Nothing in this Policy is intended to limit or exclude any rights you may have as a consumer under applicable Indian law, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020. If you believe your statutory consumer rights have been violated, you may:

• Contact us directly at support@ksjewels.com to raise a formal complaint.
  
• Refer your complaint to the National Consumer Helpline (NCH) at 1800-11-4000 or 14404.
  
• File a complaint on the Consumer Online Resource and Empowerment (CORE) portal at consumerhelpline.gov.in.
  
• Approach the appropriate consumer forum or district commission in your jurisdiction.
  

 

11. Changes to This Policy

We reserve the right to update or modify this Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Services after such changes constitutes your acceptance of the revised Policy. We encourage you to review this page periodically before making a purchase.

 

12. Contact Us

For all return, refund, exchange, or warranty queries, please reach out to us. We aim to respond to all requests within 1–2 business days.

Kashwi by KS Jewels

Email: ksjewelsstore@gmail.com
Customer Support Email: ksjewelsstore@gmail.com
Registered Address: 5 Raisina Road, IYC Staff Quarters, Near Krishi Bhawan, New Delhi, DL 110001, India

Please include your order number in all communications so we can assist you as quickly as possible.