Refund policy
At Naina Gold, we take care to verify, prepare, and securely package jewellery orders before dispatch. We want every customer to have a clear understanding of our return, refund, and cancellation procedures before making a purchase.
Please review this policy carefully before placing your order.
1. Order Cancellation Policy
Customers are requested to review their selected jewellery, product specifications, quantity, delivery address, and payment details before completing checkout.
- Cancellation requests should be submitted to the Naina Gold Team as soon as possible after placing an order.
- Orders that have entered preparation, customisation, or dispatch may not be eligible for cancellation, subject to applicable law.
- Custom-made and made-to-order jewellery may have additional cancellation restrictions once work or procurement has commenced.
- If Naina Gold cancels an order after receiving payment, any refund due will be processed in accordance with applicable law.
- Customers should contact our support team promptly if they identify an error in their order.
Cancellation requests will be reviewed based on the order status and the circumstances of the request.
2. Damaged, Defective, Missing, or Incorrect Products
We take reasonable precautions when checking and packaging jewellery. However, if your parcel arrives with damaged, defective, missing, or incorrect items, please contact our team promptly.
To help us investigate the issue, please provide:
- Your order number and details of the affected product.
- Clear photographs of the jewellery and its packaging.
- An unboxing video, if available, showing the parcel and the contents received.
- A brief description of the problem.
Please report any delivery-related issue as soon as possible, preferably within 48 hours of delivery, so that we can investigate promptly.
Unboxing videos and photographs can help establish the condition of the parcel when received. However, the absence of an unboxing video or a report outside the suggested timeframe will not automatically remove any rights or remedies available under applicable law.
Following verification, our team will communicate the available resolution, which may include a replacement, repair where appropriate, or refund, depending on the circumstances and applicable requirements.
3. Refund Policy
Refunds may be considered for eligible situations, including:
- An order cancelled by Naina Gold after payment, where a refund is due.
- A verified defective, damaged, missing, or incorrectly supplied product.
- A product that materially differs from its description, where a refund is an appropriate remedy.
- Other circumstances in which a refund is required under applicable law.
Depending on the case, the resolution may be a refund, replacement, exchange, or another mutually agreed arrangement where legally permissible.
Refund Processing
Once a refund has been approved, it will be initiated through the appropriate payment method, subject to payment-provider procedures.
- Refunds to the original payment method may take several business days to appear in the customer's account.
- If a different refund method is required, our team will communicate the available arrangements.
- Customers may be asked to provide relevant order or transaction information to verify the request.
Shipping charges will be handled according to the circumstances of the claim and applicable law. Charges cannot automatically be treated as non-refundable where a refund of those charges is legally required.
4. Returns and Exchanges
Jewellery should be selected carefully by reviewing the product photographs, specifications, metal details, weight, size, and other information displayed on the product page.
Returns or exchanges due solely to a change of mind, personal preference, or a selection error may not be accepted unless the relevant product listing or our team expressly permits them.
However, this restriction does not apply where a return, replacement, or refund is required under applicable law, including in cases involving defective, incorrect, or materially misrepresented products.
Conditions for Approved Returns
Where a return is approved, customers may be required to ensure that:
- The jewellery has not been worn, altered, damaged, or tampered with, except where inspection or handling is reasonably necessary to identify a defect.
- The product is returned with its original packaging, accessories, certificates, tags, and documentation, where applicable.
- The return follows the instructions provided by our customer support team.
- The item is securely packed to reduce the risk of damage during transit.
Return shipping arrangements and responsibility for the associated costs will be communicated before the return proceeds, in accordance with the circumstances and applicable law.
Please do not send jewellery back without first contacting our team for return instructions.
5. Gold, Silver, and Precious Jewellery
Customers should carefully review the individual product listing before purchasing jewellery made from gold, silver, or other precious materials.
Important details may include:
- Metal type and purity.
- Jewellery weight and dimensions.
- Stone details, where applicable.
- Hallmarking or certification information, where applicable.
- Product photographs, finish, and design specifications.
Natural differences in appearance, lighting, and screen display may cause minor visual variations. Such variations do not automatically indicate a defect.
However, incorrect metal specifications, undisclosed material differences, defective workmanship, or material discrepancies between the product received and its description will be assessed in accordance with our policies and applicable law.
Customers are encouraged to contact us before purchasing if they require clarification about a product's specifications.
6. Sale and Discounted Products
Products offered under sale, promotional, or discounted categories may be subject to special conditions disclosed on the relevant product page.
Customers should review the product description and any applicable conditions before placing an order.
A discounted price does not, by itself, remove a customer's rights relating to defective, incorrect, or misrepresented products. Eligible complaints and refund requests will be handled in accordance with applicable law.
7. Plated Jewellery and Product Care
Certain jewellery items may feature plating, polishing, coatings, or other surface treatments. Their appearance and durability can depend on the materials used, frequency of wear, storage, and exposure to moisture, perfumes, cosmetics, chemicals, or other environmental factors.
Customers should follow any care instructions supplied with the product.
Normal wear and tear or deterioration caused by improper handling may not qualify as a product defect. However, claims involving a product that fails to meet its stated specifications or applicable quality requirements will be assessed individually.
Any specific warranty or after-sales commitment will apply according to the terms disclosed for the relevant product.
8. Product Appearance and Natural Variations
Product images are provided to help customers understand the jewellery's design and appearance. Actual colours may look slightly different depending on lighting, photography, and screen settings.
Customers should review all available product information, including dimensions, weight, materials, and other specifications.
Minor variations that are consistent with the product description or the nature of the material do not automatically qualify for a return.
This section does not exclude remedies for products that are defective, materially different from their description, or otherwise covered by applicable consumer-protection requirements.
9. Product Availability and Out-of-Stock Orders
Product availability may change because of sales, inventory updates, supplier limitations, or other operational circumstances.
If a product becomes unavailable after an order has been placed, the Naina Gold Team will contact the customer and explain the available options.
Depending on the circumstances, the customer may be offered:
- An alternative product, subject to availability and the customer's agreement.
- A suitable replacement arrangement.
- A refund where applicable.
No substitute product will be treated as accepted without the customer's agreement.
10. Custom and Made-to-Order Jewellery
Certain jewellery products may require customisation, special procurement, or preparation specifically for an individual order.
The expected preparation period and any special conditions will be communicated through the product listing or directly to the customer, as appropriate.
Once custom work or procurement has commenced, cancellation may be restricted where legally permissible. Customers should confirm their requirements, specifications, and any customisation details before placing such orders.
If a custom product is defective, incorrect, or materially different from the agreed specifications, the matter will be reviewed in accordance with applicable law and the circumstances of the order.
11. International Orders
International orders may be subject to destination-country customs procedures, import duties, taxes, and delivery restrictions.
Customers should review the applicable shipping information and destination-country requirements before placing an international order.
For international returns, replacements, or refunds, the process may depend on courier availability, customs requirements, and the nature of the claim.
Import duties, shipping fees, and other charges will be handled according to the disclosed terms of the order and applicable law. Customers will be informed of any relevant arrangements when a return or refund request is reviewed.
12. How to Request Assistance
For cancellation requests, damaged or incorrect deliveries, returns, or refund enquiries, please contact the Naina Gold Team using the details below.
Business Name: Naina Gold
Email: hyma.nainagold@gmail.com
Phone / WhatsApp: +918121143838
Support Hours: Monday to Saturday - 11:00 AM to 8:00 PM
Please include your order number and a clear explanation of the issue so that our team can assist you efficiently.
13. Policy Updates
Naina Gold may revise this policy when necessary to reflect changes in business operations, products, or legal requirements. Updated terms will be published on this page.
Any changes will be subject to applicable law and will not remove rights that customers have already acquired under applicable legal requirements.
14. Customer Acknowledgement
By placing an order on the Naina Gold website, customers acknowledge that they have had the opportunity to review this Return, Refund & Cancellation Policy.
This policy should be read together with our Terms & Conditions, Shipping and Order Processing Policy, and Privacy Policy.
Naina Gold appreciates your trust and is committed to handling every customer concern fairly and transparently.