Terms And Conditions

These Terms of Use ("Terms") govern Your access to and use of the website www.goldsutra.com (referred to as “Platform”) owned and operated by Swaraj Jewells LLP (“GoldSutra”). By accessing the Platform, you (“You”/ “Your”) agree to these Terms. Your access to and use of the Platform and the Services (defined below) is conditioned on Your acceptance of and compliance with these Terms. Therefore, please read these Terms and the privacy policy of the Platform (“Privacy Policy”) carefully before using or registering on the Platform. If You do not agree with these Terms, please do not access the Platform. By clicking on the “I agree” button, You confirm that You have read, understood and provide Your explicit consent and agree to be bound by these Terms and the Privacy Policy.

GoldSutra retains an unconditional right to modify or amend these Terms and will notify You of the same via email, through in app notifications, or otherwise. Any changes or updates will be effective immediately. You can determine when these Terms were last modified by referring to the “Last Updated” legend above. It shall be Your responsibility to check these Terms periodically for changes.

These Terms along with the Privacy Policy constitute a binding agreement and an electronic record under the Information Technology Act, 2000 and the rules thereunder and the amended provisions pertaining to electronic records under various Indian statutes.

Eligibility and Access

You represent that You are of legal age to form a binding contract and are not a person barred from using or accessing the Platform under the applicable laws of India. If the person accessing the Platform is a minor, i.e., below the age of 18 (eighteen), You hereby represent that Your legal guardians have read and agreed to these Terms and that You shall access the Platform and Service (defined below) under the supervision of Your legal guardian. You may use the Platform only in compliance with these Terms and all applicable local, state, national, and international laws, rules and regulations.
The Platform is not available to any users suspended or removed from the Platform for any reason whatsoever.
The Platform is always evolving and the form and nature of the Platform may change from time to time without prior notice to You. In addition, GoldSutra may stop (permanently or temporarily) providing the Platform (or any features within the Platform) to You or to users generally and may not be able to provide You with prior notice. GoldSutra also retains the right to create limits on use, storage and features at its sole discretion at any time without prior notice to You.

Purchase of Jewellery

You can purchase products on the Platform such as gold, uncut diamond polki or other types of Jewellery (“Jewellery”). Jewellery sold on the Platform is made of the highest quality materials. GoldSutra proudly showcases its best effort in providing attention to detail and craftsmanship. Each piece is handmade and most pieces produced by GoldSutra are one of a kind.
The listing of Jewellery by GoldSutra on the Platform is merely an ‘invitation to an offer for sale’ and not an ‘offer for sale’. The placement of an order by You shall constitute an offer by You to enter into an agreement with GoldSutra. The acceptance of the offer would be undertaken by GoldSutra after ascertaining the availability of stock through a confirmation on the Platform (“Order Confirmation").
You acknowledge that the Jewellery ordered by You may not be available/ be out of stock at the time of/ after placing an order. This may occur before we are able to post the Order Confirmation on the Platform. In such cases, we will contact you directly to discuss possible options.
GoldSutra requires You to register on the Platform prior to purchasing Jewellery. In addition to other mandatory information to be provided by you, you will also have to provide your Permanent Account Number (“PAN”) or other such documents as may be intimated by GoldSutra, at the time of purchase, for purchases of Jewellery above INR 50,000/- (Indian Rupees Fifty Thousand Only).
Upon Order Confirmation, the Jewellery ordered by You shall be delivered to You through such modes as may be agreed by You on the Platform (i.e., either free shipping or paid shipping) and at such timelines as may be displayed to You on the Platform. You hereby unconditionally agree to such mode and timelines for delivery of the Jewellery ordered by You. You further agree and acknowledge that GoldSutra may engage third-party courier/ delivery service providers to deliver the Jewellery ordered by You.
You hereby agree and acknowledge that the Platform may have additional terms and conditions governing your purchase of the Jewellery from GoldSutra through the Platform and other related aspects such as payments, delivery, return of the Jewellery, etc. Any transaction in relation to the purchase of the Jewellery through the Platform shall be subject to such additional terms and conditions and You shall read and accept the same before purchasing the Jewellery.
You agree and acknowledge that the property, rights, title and interest in the Jewellery ordered by You shall stand immediately transferred to You upon making payment to GoldSutra as per these Terms in lieu of the invoice(s) raised by GoldSutra for the Jewellery ordered by You.
Kindly note the following about the metal used in the Jewellery sold on the Platform (there will be further specifications mentioned for each piece of Jewellery on the Platform):
1. Every piece of Jewellery is set in 22 or 18 karat gold which is hallmarked.
2. All links in the necklaces, bracelets and earrings are set in 22 /18 karat gold (may vary from piece to piece).
3. Pearls and colored stones in all Jewellery such as earrings, rings, necklaces, bracelets, maang tikka, pendants, etc., are strung on gold wires or threads, depending on/ as suitable for every individual piece.
4. All pieces advertised have size/dimensions in the description provided on the Platform to help you visualize the actual size of the piece.
Variance in Weight. The gold weight mentioned on the Platform for any product purchased may vary. Further, as per industry standards GoldSutra states that the total carat weight in all purchases may vary by a minimum 0.05 carats from the stated weight. On the Platform, we provide the measurement of our products based on our manufacturing specifications. Slight tolerances may be accounted for based on finishing during the manufacturing. However, it must be noted that the amount charged for gold is on the net gold weight of each item and NOT on the overall gross weight, barring variances. Further, it must be noted that the natural form of gemstones used in each piece of Jewellery may vary/differ in their color, cut, size and shape as provided in different Jewellery. These variations make each piece unique, retaining their value as one of a kind, high value, handcrafted collectibles. For gemstone and pearl measurements, a tolerance of (minimum) 0.25mm can occur. For diamond Jewellery sets with multiple diamonds, we provide the minimum total carat weight for the piece. Colour and clarity grades are expressed as either a minimum or an average depending on the number of diamonds. If stated as a minimum, all diamonds within the piece are at or above the stated quality. If expressed as an average, collectively the quality is approximately equal to or exceeds the grade stated.
Variance In Size / Colour. Jewellery may appear larger or smaller than the actual size due to screen / resolution defaults and photography variations. Each Jewellery product has a description with the height and width mentioned as well as a scale provided to understand the actual size of the piece of Jewellery.
Certificates. Every piece of Jewellery is a labour of love. Each piece of Polki Jewellery is meticulously handcrafted and perfected by highly qualified and experienced craftsmen in Jaipur, Rajasthan. Every purchase of Jewellery comes with a certificate of authenticity from GoldSutra for the Jewellery.
Cancellation. Orders placed by You may only be cancelled within 24 hours from the time of purchase. No orders placed by You may be cancelled after 24 hours from the time of purchase. In order to cancel orders placed by You, You will be subject to a cancellation fee as detailed below:
1.) Cancellation Fee of 5% of the price of the Jewellery purchased for orders under INR 50,000;
2.) Cancellation Fee of 7% of the price of the Jewellery purchased for orders between INR 50,000 and INR 2,00,000; and
3.) Cancellation Fee of 10% of the price of the Jewellery purchased for orders above ₹2,00,000.
The refund of the order placed by You will be processed and credited to Your account within 7 to 10 business days after the cancellation request is confirmed.

Renting of Jewellery

In addition to purchasing Jewellery, You may also rent the Jewellery made available to You on the Platform. The physical delivery of the Jewellery to You shall be in the form as agreed on the Platform by You.
The rental period will be specified on the Platform at the time of placing of the order and the said time period will commence on the delivery date. Jewellery must be returned by the end date of the rental period, unless an extension has been approved on the Platform.
Rental fees and security deposits shall be due at the time of renting the Jewellery. Payment can be made via credit card or other accepted payment methods as specified on our Platform. Additional charges may apply for late returns, damages, or non-returned Jewellery.
Security Deposit. A security deposit will be held on your credit card during the rental period which is subject to renewal in case of delay in returning the jewellery on time.. The deposit will be refunded upon timely return of the Jewellery in its original condition.
Return of Jewellery. Jewellery must be returned in the same condition as it was rented, including all packaging, tags, pouch, certificates, etc. The returned Jewellery must (i) have no visible scratches, dents, chips, or missing stones; (ii) have clasps, settings, and components that are untampered and aligned; (iii) be free from dirt, oils, or residue and have no tarnishing or discoloration; (iv) not have any alterations including without limitation resizing, engraving or repairs.
Returns can be made by mail using the provided prepaid return shipping label. Late returns will incur additional charges as outlined in our Return Policy. A packing video is mandatory at the time of return to prove the Jewellery was returned in its original condition.
Inspection. Returned Jewellery will be inspected within 24 hours of receipt. Photos and videos will be taken of the returned Jewellery to compare against the original condition of the Jewellery. You will be notified within 2 business days of the inspection result. If the return of Jewellery is approved your refund or security deposit will be processed within 2 to 3 business days. If your return is rejected, evidence of discrepancies in the returned Jewellery will be shared with You. You shall have 24 hours to dispute the findings post which Your refund or damage/replacement charges will be charged to your account based on GoldSutra’s final assessment.
You are responsible for any damage, loss, or theft of the Jewellery during the rental period. In the event of damage, repair costs will be deducted from the security deposit or charged to your account. In the event of loss or non-return, the full retail value of the Jewellery will be deducted from the security deposit or charged to your account. Further, GoldSutra reserves the right to terminate Your access to the Platform and blacklist You from any future transactions on the Platform.
In the event of damage, loss, or theft of the Jewellery, GoldSutra reserves the right to initiate legal proceedings to recover the damage/repair costs, the Jewellery or its full retail value, including any legal fees incurred. GoldSutra also reserves the right to employ third-party collection and recovery agencies to retrieve the Jewellery or recover the damage/repair costs, the full retail value of the Jewellery including any fees incurred by engaging said third-party collection and recovery agencies.
Cancellation and Refunds. Cancellations made more than 48 hours before the delivery date will receive a full refund, minus any processing fees. Cancellations made within 48 hours of the delivery date may be subject to a cancellation fee amounting to 20% of the rental fees. No refunds will be given for cancellations made after the rental period has begun..

Pricing Information and Payments

You agree and acknowledge that You are required to pay the fees as displayed on the Platform for the purchase or renting of Jewellery (collectively referred to as “Services”) by You on the Platform.
You understand that, in addition to the fees for the Services and/or the price for the Jewellery as mentioned above, GoldSutra reserves the right to charge certain fees in the nature of convenience fees or service fees or delivery charges or conveyance charges or such other fees/charges (however named). All such fees/charges shall be adequately disclosed to you before You place an order for purchase or renting of Jewellery on the Platform.
GoldSutra may, at its sole discretion alter any fees charged by it or the prices of the Jewellery from time to time without providing You any special notice. You however will be displayed such fees before You place an order on the Platform.
GoldSutra strives to provide you accurate Jewellery pricing information on the Platform however, pricing or typographical errors or such other errors with regard to the price of the Jewellery may occur. We cannot confirm the price of the Jewellery offered by You until the Order Confirmation, however, we will ensure that the prices of the Jewellery will not change after the Order Confirmation.
The prices displayed on the Platform are inclusive of applicable taxes unless explicitly stated otherwise.
GoldSutra shall, based on the Services rendered to You on the Platform and/or the Jewellery purchased by You on the Platform (basis the Order Confirmation) provide an invoice which is consistent with the requirements of applicable tax laws (“Invoice”). The Invoice shall indicate the total price of the Jewellery ordered by You and/or the Services availed by You along with the breakup of prices/fees for each Jewellery and/or Services and the breakup of all charges as mentioned in Clause 4.2 above. The Invoice so raised by GoldSutra shall be made available to You through Your email ID or through WhatsApp or through such other modes as may be deemed fit by GoldSutra upon Order Confirmation.
You may pay all the fees/charges for the Services through various modes of payment provided on the Platform such as UPI, Credit/Debit Cards of various banks, third party wallets, cash on delivery and more. GoldSutra has partnered with third-party payment gateways and payment aggregators to process all payments on the Platform. You agree and acknowledge that GoldSutra disclaims all liability in relation to such payment related services offered by such third parties.

Acceptable Use

When using the Platform or Services, You shall not: (i) copy, translate, disassemble, decompile, reverse-engineer or otherwise modify any parts of the Platform; (ii) interfere with or disrupt the Platform or prevent, impair or otherwise adversely affect the operation of the Platform, Services, or any other computer software, hardware or network, including without limitation by way of any software virus or any program or code designed to interrupt, destroy or limit the functionality of any computer resource; (iii) circumvent or disclose the user authentication or security of the Platform or any host, network, or account related thereto; (iv) access or use the Platform for the purpose of building a competing product or service or copying its features or user interface; or (vi) violate any applicable law, or perform any act or omission that threatens the unity, integrity or sovereignty of India; or (xi) use the Platform in any way that causes, or may cause, damage to or impair the availability or accessibility of the Platform.
Further, You undertake not to submit, host, display, upload, modify, publish, transmit, store, update or share any information via the Platform that:
1.) belongs to another person and to which the You do not have any right;
2. is defamatory, obscene, pornographic, paedophilic, invasive of another’s privacy, including bodily privacy, insulting, or harassing on the basis of gender, libellous, racially, or ethnically objectionable, relating to or encouraging money laundering or gambling, or promoting enmity between different groups on the grounds of religion or caste with the intent to incite violence or otherwise inconsistent with or contrary to the laws in force;
3.) is harmful to children;
4.) infringes any patent, trademark, copyright, or other proprietary rights;
5.) deceives or misleads the addressee about the origin of the message or knowingly and intentionally communicates any information which is patently false or misleading in nature;
6.) impersonates another person;
7.) threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign states, or public order, or causes incitement to the commission of any cognisable offence or prevents investigation of any offence, or is insulting of another nation;
8.) contains software virus or any other computer code, file or program designed to interrupt, destroy, or limit the functionality of any computer resource;
9.) is patently false and untrue, and is written or published in any form, with the intent to mislead or harass a person, entity, or agency for financial gain or to cause any injury to any person;
10.) disrupt or interfere with the security of, or otherwise cause harm to, the Platform, systems resources, accounts, passwords, servers, or networks connected to or accessible through the Platform or any affiliated or linked sites; or
11.) violates the Terms, the Privacy Policy, or any applicable law.
You hereby agree and acknowledge that You are accessing the Platform, at Your own risk, choice and initiative and You agree and undertake to ensure that Your use of the Platform complies with all applicable laws including the local laws of the place where You access the Platform from.

Communications

You hereby expressly agree to receive communications by way of calls (including using pre-recorded messages or artificial voice), SMS, emails and/or WhatsApp from GoldSutra and other third parties duly authorized by GoldSutra. You certify, warrant and represent that the telephone numbers and/or email addresses and any other information that You have provided to Us are Your own and are true, accurate, current and complete. You agree to notify Us whenever You stop using a particular telephone number(s) and/or email address(es). You can unsubscribe or opt-out from receiving communications through calls, SMS, e-mail, and WhatsApp anytime by writing to Us at info@goldsutra.com, in which case, GoldSutra will only send You communications solely required for the purposes of the Services provided through the Platform.

Proprietary and Intellectual Property Rights of GoldSutra

GoldSutra or its licensors own all right, title, and interest in and to: (i) the Platform and the “look and feel” thereof, including all software, underlying codes (including any combinations thereof), ideas, processes, data, text, media, graphics, user interfaces, artwork, and other content available on the Platform; and (ii) trademarks, logos, and brand elements. All right, title and interest in and to the Platform and GoldSutra’s trademarks are and will remain the exclusive property of GoldSutra and its licensors, as the case may be. Save and except for accessing and using the Platform as permitted herein, You shall not separately use any portion of the Platform (such as codes, features, branding, trademark, logos, look and feel, content, etc.) in any manner whatsoever without express written approval from GoldSutra.
The Platform allows You to provide Your feedback, reviews, testimonials, etc. on Your use of the Services provided by GoldSutra or any other communication on the communication channel provided by the Platform by using the Platform. Such content uploaded through the use of the Platform shall hereinafter be referred to as “User Content”. You agree and acknowledge that GoldSutra has no control over and assumes no responsibility for the User Content and by using the Platform, You expressly relieve GoldSutra from any and all liability arising from the User Content.
You further understand and acknowledge that you may be exposed to User Content that is inaccurate, offensive, indecent, or objectionable, and you agree to waive, and hereby do waive, any legal or equitable rights or remedies you have or may have against GoldSutra with respect thereto, and, to the extent permitted by applicable law, agree to indemnify and hold harmless GoldSutra, its owners, operators, affiliates, licensors, and licensees to the fullest extent allowed by law regarding all matters related to your use of the Platform.
GoldSutra does not endorse any User Content submitted on the Platform by any user or other licensor, or any opinion, recommendation, or advice expressed therein, and GoldSutra expressly disclaims any and all liability in connection with User Content. GoldSutra does not permit copyright infringing activities and infringement of intellectual property rights on the Platform, and GoldSutra will remove all User Content if properly notified that such Content infringes on another’s intellectual property rights. GoldSutra reserves the right to remove User Content without prior notice if it has reason to believe that the User Content infringes any copyright.
GoldSutra reserves all rights not expressly granted in these Terms. You shall not make any disparaging or derogatory remarks, comments or statements, whether verbal or written, against GoldSutra. You acknowledge and agree that any feedback, comments, or suggestions You may provide regarding the Platform are entirely voluntary, and GoldSutra will be free to use such feedback, comments or suggestions as it sees fit and without any obligation to You.

License to Use the Platform

GoldSutra gives You a personal, royalty-free, limited, non-assignable and non-exclusive license to use the Platform, subject to these Terms. This license is for the sole purpose of enabling You to use and enjoy the benefit of the Platform for Your personal and non-commercial use, in the manner permitted by these Terms.
While the Platform is not geo-blocked in any jurisdiction, the Platform is intended to be used only in geographic locations within India. You hereby unconditionally acknowledge and agree that in no event will GoldSutra be liable for compliance with laws applicable in jurisdictions outside India. You shall be solely liable for Your usage of the Platform, outside the territory of India.
You agree to use the Platform only: (a) for purposes that are permitted by the Terms; and (b) in accordance with applicable law, regulation or generally accepted practices or guidelines. You agree not to engage in activities that may adversely affect the use or access of the Platform by other users.
You agree not to access (or attempt to access) the Platform by any means other than through the interface that is provided by the Platform. You shall not use any deep-link, robot, spider or other automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy or monitor any portion of the Platform, or in any way reproduce or circumvent the navigational structure or presentation of the Platform, to obtain or attempt to obtain any materials, documents or information through any means not specifically made available through the Platform.
You agree that You are solely responsible to GoldSutra and to any third party for any breach of Your obligations under the Terms and for the consequences (including any loss or damage which GoldSutra or its affiliates may suffer) for any such breach.

Suspension and Termination

The Terms will continue to apply until terminated by either You or GoldSutra as set forth below. If You object to the Terms or are dissatisfied with the Platform, Your only recourse is to stop accessing the Platform.
GoldSutra reserves the right to terminate, discontinue, suspend, limit, or restrict Your use or access of the Platform at any time, without notice or liability, if GoldSutra so determines in its sole discretion, for any reason whatsoever. Additionally, GoldSutra reserves the right to delist You or block Your future access to the Platform if it believes, in its sole discretion that You have infringed, breached, violated, abused, or unethically manipulated or exploited any term of these Terms or anyway otherwise acted unethically.
If You or GoldSutra terminate Your use of the Platform, GoldSutra may, subject to the terms of the Privacy Policy, delete any information relating to Your use of the Platform and GoldSutra will have no liability to You or any third party for doing so.

Disclaimers and Limitations of Liability

Please read this section carefully since it limits the liability of GoldSutra.

Availability on "AS-IS" basis:
1.) Your access to and use of the Platform is at Your own risk. You understand and agree that the Platform is provided to You on an "AS IS" and "AS AVAILABLE" basis. Without limiting the foregoing, GoldSutra disclaims all warranties and conditions, whether express or implied, of title, of merchantability, fitness for a particular purpose, or non-infringement.
2.) You may receive recommendations generated on the Platform based on popular preferences of buyers; suggesting a list of Jewellery for purchase or other recommended good buys. However, you agree and acknowledge that GoldSutra does not guarantee any of these recommendations and you shall, under no circumstances, hold GoldSutra liable for any loss and/or damage suffered by placing reliance on these recommendations.
3.) The weights, dimensions, colours, and Jewellery information given are approximate only. We have made every effort to display the same as accurately as possible. To the extent allowed under applicable laws, GoldSutra disclaims all liability arising from the display of Jewellery and Jewellery information on the Platform.
4.) GoldSutra shall not be liable for any injuries, allergic reactions, or other issues arising from the use of the Jewellery.
5.) GoldSutra makes no warranty and disclaims all responsibility and liability for: (i) any harm to Your computer system, loss of data, or other harm that results from Your access to or use of the Platform; (ii) personal injury, property damage, or other harm resulting from Your access to or use of the Platform; (iii) any unauthorized access to or use of GoldSutra’s servers, any personal information, or user data; (iv) any interruption of transmission to or from the Platform; (v) any bugs, viruses, trojan horses, or the like that may be transmitted on or through the Platform; or (vi) any damages, losses, costs, expenses, or liabilities of any kind incurred as a result of any content posted or shared through the Platform; (vii) whether the Platform will meet Your requirements or be available on an uninterrupted, secure, or error-free basis or whether any errors or defects will be corrected.
6.) No advice or information, whether oral or written, obtained from GoldSutra or through the Platform, will create any warranty not expressly made herein.
7.) GoldSutra shall not be responsible for the delay or inability to use Platform or related functionalities, the provision of or failure to provide functionalities, or for any information, software, functionalities and related graphics obtained through the Platform, or otherwise arising out of the use of the Platform, whether based on contract, tort, negligence, strict liability or otherwise. Further, GoldSutra shall not be held responsible for non-availability of the Platform during periodic maintenance operations or any unplanned suspension of access to Platform that may occur due to technical reasons or for any reason beyond GoldSutra’s control.

Indemnification and Limitation of Liability

You agree to indemnify, defend and hold harmless GoldSutra and its affiliates including but not limited to its (and its affiliates’) officers, directors, consultants, agents and employees (“Indemnitees”) from and against any and all losses, liabilities, claims, damages, demands, costs and expenses (including reasonable legal fees) asserted against or incurred by the Indemnitees that arise out of, result from, or may be payable by virtue of, any breach or non-performance of any representation, warranty, covenant or agreement made or obligation to be performed by You pursuant to these Terms and/or the Privacy Policy. Further, You agree to hold the Indemnitees harmless against any claims made by any third party due to, or arising out of, or in connection with, Your use of the Platform, any misrepresentation with respect to the data or information provided by You, Your violation of these Terms, and/or the Privacy Policy, Your violation of applicable laws, or Your violation of any rights of another, including any intellectual property rights.
To the fullest extent permitted by applicable law, You acknowledge and agree that in no event will GoldSutra be liable to You or to any third party for any indirect, special, incidental, punitive, or consequential damages (including for loss of profits, revenue, or data), arising out of or in connection with Your access to or use of or inability to access or use the Platform, however caused, whether such liability arises from any claim based upon contract, warranty, tort (including negligence), strict liability, or otherwise, and whether or not GoldSutra has been advised of the possibility of such damages.

Violation of Terms

You agree that any violation by You of these Terms will constitute an unlawful and unfair business practice, and will cause irreparable harm to GoldSutra for which monetary damages would be inadequate, and You consent to GoldSutra obtaining any injunctive or equitable relief that they deem necessary or appropriate in such circumstances. These remedies are in addition to any other remedies that GoldSutra may have at law or in equity. If GoldSutra takes any legal action against You as a result of Your violation of these Terms, they will be entitled to recover from You, and You agree to pay, all reasonable attorneys’ fees and costs of such action, in addition to any other relief that may be granted.

General Terms

Waiver and Severability. The failure of GoldSutra to enforce any right or provision of these Terms will not be deemed a waiver of such right or provision. In the event that any provision of these Terms is held to be invalid or unenforceable, then that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions of these Terms will remain in full force and effect.
Governing Law and Jurisdiction. These terms shall be governed by and constructed in accordance with the laws of India without reference to conflict of laws principles. Any disputes arising in relation hereto between You and GoldSutra shall be subject to the exclusive jurisdiction of courts at Bengaluru, India.
Entire Agreement. These Terms and the Privacy Policy are the entire and exclusive agreement between GoldSutra and You regarding the Platform (excluding any services for which You have a separate agreement with GoldSutra that is explicitly in addition or in place of these Terms), and these Terms supersede and replace any prior agreements between GoldSutra and You regarding the Platform.
Grievance Redressal. Any complaints arising from the use of the Platform may be addressed to info@goldsutra.com.

Cancellation Policy

For Purchased Jewellery
Cancellation Fee:

5% cancellation fee for orders under ₹50,000
7% cancellation fee for orders between ₹50,000 and ₹2,00,000.
10% cancellation fee for orders above ₹2,00,000.

Cancellation Window:

Cancellations must be made within 24 hours of the purchase.
No cancellations will be accepted after 24 hours of placing the order.

Processing Time:

Refunds will be processed within 7-10 business days after the cancellation request is confirmed.

Cancellation Policy for Rental Jewellery:

Cancellations Made More Than 48 Hours Before Delivery Date:

Full refund, minus any processing fees (e.g., credit card or payment gateway charges).

Cancellations Made Within 48 Hours of Delivery Date:

A cancellation fee of 20% of the total rental fee will be applied.

Cancellations After the Rental Period Has Begun:

No refund will be provided for cancellations once the rental period has started.

Definition of "Original Condition":

No Damage: No visible scratches, dents, chips, or missing stones.
Intact Structure: Clasps, settings, and components must be untampered and aligned.
Clean: Free from dirt, oils, or residue. No tarnishing or discoloration.
Original Packaging: Return with box, pouch, certificates, etc.
No Alterations: No resizing, engraving, or repairs.

Inspection Process:

Initial Inspection: Jewellery is inspected within 24 hours of return.
Documentation: Photos and videos will be taken to compare with the original condition.
Outcome: You will be notified within 2 business days of the inspection result:

Approved: Refund or security deposit is processed within 2-3 business days.
Disputed: Evidence of discrepancies is shared with the customer.

Dispute Resolution:

Customer Response: Customers have 24 hours to dispute the findings.
Final Resolution: Refund or damage charges processed based on final assessment

Definitions:

Damage:

Any physical harm to the jewellery, including but not limited to, scratches, dents, missing stones, broken clasps, or any alterations from its original form.

Loss:

Jewellery is considered lost if it is stolen, misplaced, or untraceable after delivery to the customer.

Non-Return:

Jewellery not returned within the agreed rental period, without prior notice or extension.

Default Provision Clause:

In case of damage, loss, or non-return, GoldSutra reserves the right to:

Charge Penalties:

Up to 100% of the jewellery's value, recoverable from the security deposit or billed directly to the customer.

Legal Action:

Initiate legal proceedings to recover the jewellery or its value, including any legal fees incurred.

Third-Party Recovery Services:

Employ third-party collection agencies or recovery services to retrieve the jewellery or recover losses, with additional costs borne by the customer.

Termination of Services:

Revoke any future rental privileges and blacklist the customer from further transactions.