Refund & Returns Policy
At Jilan Gold, every jewellery piece is carefully crafted and thoroughly inspected before it reaches you. We understand that there may be situations where you need to return a product or request a refund. This Refund & Returns Policy explains the conditions for returns, replacements, exchanges, and refunds in a clear and transparent manner.
By placing an order on our website, you agree to the terms mentioned below. Please read this policy carefully before requesting a return or refund.
Our Return Policy
Your satisfaction is important to us. If you receive a product that is damaged, defective, or different from what you ordered, we will assist you with a replacement or refund after verifying your request.
To be eligible for a return, you must notify us within 48 hours of receiving your order. Requests made after this period may not qualify for a return or refund.
Eligibility for Returns
A return request will be accepted only if all of the following conditions are met:
- The return request is raised within 48 hours of delivery.
- The product is unused, unworn, and in its original condition.
- All original packaging, tags, certificates, invoices, and accessories are returned with the product.
- The jewellery has not been altered, resized, repaired, or damaged after delivery.
- The product passes our quality inspection after it is received.
Items That Cannot Be Returned
For hygiene, safety, and customization reasons, certain products cannot be returned or refunded.
- Personalised or customised jewellery.
- Engraved products.
- Gift cards or digital gift vouchers.
- Products showing signs of wear, misuse, or accidental damage.
- Items returned without original packaging or proof of purchase.
- Orders returned after the allowed return period.
Damaged, Defective or Incorrect Products
If you receive a damaged, defective, or incorrect item, please contact our customer support within 48 hours of delivery. To help us process your request quickly, kindly provide:
- Your order number.
- Clear photographs of the product.
- Images of the packaging received.
- A brief description of the issue.
Once our team verifies the issue, we will provide an appropriate solution, which may include a replacement, exchange, or refund depending on the situation.
Exchange Policy
We understand that you may wish to exchange your jewellery in certain situations. Exchange requests are reviewed based on the condition of the product and the reason for the request.
To qualify for an exchange, the product must be unused, in its original packaging, and accompanied by the original invoice, certificates, and tags. Once the returned item passes our quality inspection, we will process the exchange based on product availability.
If the requested replacement product is unavailable, our customer support team will help you choose an alternative product or discuss other available options.
Refund Process
Once we receive your returned product, our quality assurance team will inspect it to ensure it meets the return eligibility criteria.
If your return is approved, the refund will be initiated using the original payment method whenever possible. Depending on your bank, payment provider, or card issuer, the credited amount may take several business days to appear in your account.
If the return does not meet our policy requirements, the refund request may be declined, and the product may be sent back to you.
Return Shipping
After your return request has been approved, our support team will provide the necessary return instructions.
- Please pack the jewellery securely to prevent damage during transit.
- Include all original packaging, certificates, tags, and accessories.
- Do not ship the product until your return request has been approved.
Jilan Gold reserves the right to determine whether return shipping charges will be covered based on the reason for the return. If the return is due to a damaged, defective, or incorrect product, eligible return shipping costs may be reimbursed or arranged by us.
Order Cancellation
Orders may be cancelled before they are processed or dispatched. Once an order has been shipped, it cannot be cancelled and will instead be subject to our return policy.
If you wish to cancel your order, please contact our customer support as soon as possible with your order number. We will do our best to assist you if the order has not yet entered the shipping process.
Late or Missing Refunds
If you have received confirmation that your refund has been processed but the amount has not yet appeared in your account, please allow sufficient processing time for your bank or payment provider.
If the expected processing period has passed and you still have not received your refund, please contact our support team with your order details. We will be happy to investigate the status of your refund and assist you further.
How to Request a Return or Refund
If you would like to request a return, replacement, or refund, please follow these simple steps:
- Contact our customer support within 48 hours of receiving your order.
- Share your order number along with clear photos of the product and its packaging, if applicable.
- Our team will review your request and provide further instructions.
- Once approved, securely pack the product with its original packaging, tags, invoice, and certificate.
- After the returned item passes our quality inspection, we will process your replacement, exchange, or refund according to this policy.
Important Notes
- Products returned without prior approval may not be accepted.
- Refunds and exchanges are subject to successful quality inspection.
- Original shipping charges, gift wrapping charges, and other service fees are generally non-refundable unless the return is due to our error.
- Jilan Gold reserves the right to refuse returns that do not meet the conditions outlined in this policy.
- This policy may be updated from time to time without prior notice. The latest version published on our website will always apply.
Need Assistance?
If you have any questions about our Refund & Returns Policy or need help with an existing order, our customer support team is here to assist you.
Email: care@jilangold.com
Phone: +91 96389 89292
Frequently Asked Questions
Can I return my jewellery if I simply change my mind?
Returns for change of mind are subject to the conditions mentioned in this policy. The jewellery must be unused, in its original condition, and approved by our quality inspection team.
How long does it take to receive my refund?
Once your return has been approved and processed, refunds are issued through the original payment method. The time taken for the amount to reflect in your account depends on your bank or payment provider.
Can I exchange my jewellery for another design?
Yes. Exchange requests are considered based on product availability and successful quality inspection of the returned item.
What should I do if I receive a damaged or incorrect product?
Please contact our customer support within 48 hours of delivery and provide your order number along with clear photographs of the product and packaging. We will review the issue and provide a suitable resolution.
Do I need to keep the original packaging?
Yes. Please keep the original box, tags, invoice, certificates, and any accessories, as they may be required for a successful return or exchange request.
Contact Us
If you have any questions about this Refund & Returns Policy or need assistance with a return, refund, or exchange request, our customer support team is happy to help.
Please keep your order number handy when contacting us, as it helps us resolve your query more quickly.
Jilan Gold Customer Support
Email: care@jilangold.com
Phone: +91 96389 89292
Address: GF-2, Aman Residency, Sarkhej
Ahmedabad, Gujarat 380055.
We aim to respond to all customer enquiries as quickly as possible during our business hours.
Policy Updates
Jilan Gold reserves the right to modify, update, or revise this Refund & Returns Policy at any time without prior notice. Any changes will be published on this page and will become effective immediately upon posting.
We encourage customers to review this page periodically to stay informed about our latest refund, return, and exchange policies.
Thank You for Shopping with Jilan Gold
Thank you for choosing Jilan Gold for your 925 sterling silver jewellery. We are committed to providing quality products, secure shopping, and reliable customer support. If you ever need assistance before or after your purchase, our team is always here to help.