Refund policy

Master Omnichannel Policy: Returns, Refunds, Replacements, Lifetime Exchange & Buyback

1. Definitions

In this Policy, the following terms shall have the meanings assigned to them below:

  • "Company" refers to Ranka Jewellers, including its online platform rankajewellers.in and its authorized physical showrooms.
  • "Customer" refers to any individual or entity purchasing products or executing an exchange/buyback transaction through the Company’s platforms.
  • "Products" or "Jewellery" refers to all items crafted in gold, silver, platinum, diamonds, lab-grown diamonds, and precious or semi-precious gemstones sold by the Company.
  • "Store Credit Note" refers to a digital or physical credit voucher issued to a customer, representing a specific monetary value redeemable against future purchases with the Company.
  • "Prevailing Valuation Policy" refers to the dynamic commercial rules, market rates, deduction percentages, and valuation parameters established by management and applicable on the exact date of an exchange or buyback transaction.

2. Introduction & Legal Framework

Welcome to rankajewellers.in ("Website"), the official e-commerce platform of Ranka Jewellers. Every piece of fine jewellery crafted under our name represents generations of trust, precision, and superlative quality. We strive to provide a seamless digital shopping experience that matches the reliability of our retail showrooms.

This Policy outlines the terms governing digital orders, return scenarios, product replacements, refunds, and our long-term Lifetime Exchange and Lifetime Buyback programs. This framework is designed in accordance with applicable Indian laws, including the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. By placing an order on rankajewellers.in, you acknowledge that you have read and accepted the terms of this Policy.

The Company shall not be liable for any delay or failure to perform its obligations under this Policy where such delay or failure results from events beyond its reasonable control, including natural disasters, strikes, acts of government, pandemics, transportation disruptions, cyber incidents, or other force majeure events.

3. Operational Scope & Channel Boundaries

This Policy applies to all jewellery items purchased online through rankajewellers.in. To ensure both convenience and structural security, specific channel boundaries apply:

  • Omnichannel Alignment: Orders placed online through our Website are fully eligible for our 15-Day Return or Exchange window via our managed digital logistics channels, as well as via verified physical walk-ins at authorized Ranka Jewellers retail showrooms.
  • Long-Term Policies: Long-term Lifetime Exchange and Lifetime Buyback requests must be executed physically at authorized Ranka Jewellers showrooms, where standard industry testing methods and verification equipment are available.
  • Third-Party Exclusions: Products purchased from third-party marketplaces or unauthorized digital resellers are strictly excluded from this Policy and must defer to their respective platform terms.
  • Exclusions of Other Brands: This Policy applies exclusively to authentic products originally purchased from Ranka Jewellers. The Company does not accept jewellery, coins, or articles manufactured or sold by other brands or jewellers for return, exchange, or buyback under this Policy.

4. E-Commerce Order Cancellation Policy

4.1 Cancellation Initiated by the Customer

Customers may request an order cancellation only before the transaction status shifts to "Dispatched" within our fulfillment dashboard. Once a package has been handed over to our luxury logistics partners, the order cannot be canceled. The customer must then accept delivery and proceed under the standard 15-day return workflow.

4.2 Cancellation Initiated by Ranka Jewellers

Ranka Jewellers reserves the right to cancel any digital order prior to dispatch under specific circumstances, including:

  • Sudden product unavailability or inventory constraints.
  • Pricing, typographical, or technical errors on the web interface.
  • Payment verification failures or flags indicating suspected fraudulent transaction traits.
  • Logistical restrictions or circumstances beyond our reasonable control.

Where an order is canceled by Ranka Jewellers after payment has been successfully received, a full refund will be processed back to the original payment method within 7 to 10 business days.

5. 15-Day Online Return, Refund & Replacement Policy

5.1 Eligible Return Triggers & Deadlines

We offer a 15-day window for returns or replacements from the verified date of delivery. A return or replacement request will only be evaluated if it is driven by one of the following scenarios:

  • Transit Damage: The item arrives physically damaged or broken. The customer must notify Customer Support within forty-eight (48) hours of delivery.
  • Manufacturing Defect: The item exhibits a genuine manufacturing anomaly, subject to validation by our Quality Assurance panel.
  • Unboxing Video Requirement: To process any claim relating to transit damage, customers must provide a continuous, unedited unboxing video clearly showing the unopened package, security seal, and the condition of the product upon opening. Claims for transit damage submitted without a valid unboxing video may not be eligible for return, replacement, or refund.

5.2 Strict Eligibility Conditions for 15-Day Returns

To qualify for a refund or replacement, the returned item must fulfill the following parameters upon physical inspection at our lab:

  • Pristine State: The item must remain entirely unworn, unused, unaltered, and free from signs of wear or scratches.
  • Silver Tarnishing Exclusion: Silver items must show no signs of oxidation, clouding, or tarnishing resulting from post-delivery use or exposure.
  • Complete Packaging: The item must be returned inside its original packaging box, pouches, and outer tags.
  • Certificate Accountability: All accompanying documentation, including BIS Hallmarking certificates, diamond grading dossiers (IGI/GIA), and the original tax invoice, must be returned intact.
  • Security Tags Intact: The primary product tags and security labels must remain completely unsevered and attached to the item.

5.3 Jewellery Sets & Single Exchanges

  • Sets Must Be Returned Together: Jewellery sold as a coordinated set must be returned or exchanged only as a complete set. Partial returns of components within a set are not permitted.
  • One-Time Facility: Each eligible product purchase qualifies for a return or exchange only once under the 15-day window. Items received through an exchange cannot subsequently be exchanged or returned a second time.

6. Product Exclusions

The following categories are explicitly excluded from the 15-Day Online Return, Refund, or Free Exchange program, and are strictly non-returnable once purchased:

  • Customized, bespoke, or personalized jewellery tailored to client-specified sizing or engravings.
  • Gold coins, silver coins, structural bullion bars, investment products, and traditional ritual silver tokens (such as Vedhani/Vedhni).
  • Products purchased under clearance sales or designated promotional windows marked as "Final Sale."
  • Products altered, resized, or repaired after delivery by any third party.
  • Digital gift vouchers or physical gift cards.

7. Financial Refund Protocols

  • Source Harmonization: Approved financial refunds are processed strictly back to the original online payment instrument used during purchase. Cash refunds are not provided for online orders.
  • Processing Timeline: Standard processing timelines range between 7 to 10 business days from the date of final Quality Assurance approval, subject to variation across banking networks.
  • Omnichannel Refund Restriction: If an online purchase is returned physically via a showroom walk-in, the showroom staff will securely receive the item for fulfillment center QA. The refund will still be executed digitally to the original online source instrument; no instant showroom cash payouts will be made.
  • GST Treatment on Returns: For eligible full returns within the 15-day window, the Goods and Services Tax (GST) originally collected will be refunded in compliance with prevailing statutory tax guidelines.

8. Lifetime Exchange (LTE) Policy

To provide ongoing value for your luxury investment, Ranka Jewellers offers a Lifetime Exchange framework for items bought on rankajewellers.in. All Lifetime Exchange transactions must be executed physically at our showrooms to facilitate accurate technical valuation.

8.1 Future-Proof Valuation Framework

When an eligible item is presented for a Lifetime Exchange, the commercial value shall be determined flexibly using the formulas outlined in Ranka Jewellers' Prevailing Valuation Policy on the exact date of the transaction. This framework ensures transparency while keeping up with changing market norms:

Product Category Core Valuation Basis Standard Adjustments & Deductions
Plain Gold Jewellery Net metal weight valued at the prevailing live board rate for verified purity. Subject to standard deductions for making charges, design fees, and applicable taxes as per the dynamic Prevailing Valuation Policy.
Natural Studded Jewellery Net metal weight at live rates plus current market value of natural diamond components. Deductions apply to making charges, setting fees, certification costs, and taxes as per prevailing company policy.
Silverware & Bullion Net silver weight calculated at the prevailing live market rate following purity validation. Deductions apply to original making charges, polishing fees, and weight adjustments for non-metal embellishments.

Silver Jewellery is sold at a fixed retail price and is not eligible for Lifetime Buyback or Lifetime Exchange valuation under this policy.

8.2 General Rules & Customer Transparency

  • Customer Consent: The final valuation determined after technical showroom testing will be communicated clearly to the customer. The transaction will proceed only after the customer explicitly accepts the calculated exchange value.
  • Promotional Reversals: Any discounts, promotional benefits, or seasonal coupon values applied to the original purchase invoice will be adjusted or deducted from the exchange credit value as per prevailing company terms.
  • GST Treatment on Exchange: Making charges and value additions on the new item selected will be subject to fresh GST levies at checkout, in accordance with Indian tax laws. Original tax components are non-recoverable on long-term trades.

9. Lifetime Buyback (LTB) Policy

Customers wishing to liquidate an asset purchased from rankajewellers.in for direct financial settlement instead of exchanging it for a new design may invoke our Lifetime Buyback Policy at any participating showroom.

9.1 Buyback Valuation

The buyback liquidation value is calculated based on prevailing live market metal and diamond benchmarks on the day of the transaction, applied to the net weight of recoverable materials, and subject to structural liquidity adjustments defined under the Company’s Prevailing Valuation Policy. Making charges, taxes, and design values from the original purchase are non-recoverable under buyback rules.

9.2 Disbursement Mechanics & Compliance

  • No Cash Payouts: In strict compliance with government tax regulations, anti-money laundering laws, and corporate accounting rules, all buyback proceeds are disbursed exclusively via secure bank transfer (NEFT/RTGS/IMPS) to a verified account matching the customer’s identity. Absolutely no cash payouts will be issued.
  • KYC Thresholds & Documentation: To complete a Lifetime Buyback transaction, the customer must present the original tax invoice, gemstone authenticity certificates, and a valid government-issued photo identity card (such as a PAN card or Aadhaar card), where required under applicable law or prevailing statutory compliance thresholds.
  • Privacy Cross-Reference: Personal identity and financial details collected under this section for compliance purposes shall be handled securely and processed strictly in accordance with the Company’s Privacy Policy.

10. Store Credit Note Regulations

Whenever a customer receives a Store Credit Note due to an exchange value differential or return transaction, the credit note is bound by the following operational rules:

  • Validity Period: The Store Credit Note is valid for exactly twelve (12) months from the date of issuance. Unused credits will expire permanently and cannot be extended.
  • Non-Transferable: The credit note is linked to the customer’s registered mobile number/email and is strictly non-transferable to another individual.
  • Fulfillment Channels: Store Credit Notes issued via online returns can be redeemed on rankajewellers.in or at designated showrooms. Showroom-issued credits must be redeemed physically at our retail stores unless explicitly configured otherwise.
  • Partial Redemption: Credit notes may be redeemed partially. If the purchase value is lower than the credit note value, the residual balance remains active under the original expiry date.
  • Non-Refundable: Store credits cannot under any circumstances be liquidated for cash or converted back into a bank refund.

11. Quality Assurance, Technical Inspections & Repairs

  • Standard Industry Testing: Every item submitted for return, exchange, or buyback undergoes non-destructive evaluation using standard industry testing methods to verify purity, gemstone integrity, and weight configurations.
  • Tampering & Alterations: If structural testing reveals third-party repairs, altered hallmarks, laser-inscription tampering, or undisclosed modifications, the product will be disqualified from policy coverage and returned to the customer.
  • Assessment of Minor Damage (Repair Clause): If an item presented for a 15-day return or exchange is found to have a minor, fixable issue (such as a loose diamond or a bent clasp) that does not constitute a manufacturing defect, the Company may, at its discretion, offer to repair the item for the customer under standard servicing terms rather than executing a flat rejection or full replacement.

12. Miscellaneous Legal Provisions

12.1 Severability

If any provision or clause of this Policy is determined to be invalid, unlawful, or unenforceable by a competent court or regulatory authority, such invalidity shall not affect the remaining portions of this Policy, which shall continue in full force and effect.

12.2 Entire Agreement

This Policy, alongside the website Terms of Service and individual transaction invoices, constitutes the entire agreement between Ranka Jewellers and the Customer regarding online purchases, returns, exchanges, and buybacks, superseding any prior verbal agreements or marketing representations.

12.3 Policy Updates

Ranka Jewellers reserves the right to amend, update, or modify this Policy at any time to reflect changing operational needs or regulatory requirements. Any modifications will be published transparently on our Website and will apply prospectively to transactions executed after the update date.

12.4 Governing Law & Jurisdiction

This Policy and all associated transactions on rankajewellers.in shall be governed by and construed in accordance with the laws of the Republic of India. Any legal disputes or claims arising out of this Policy shall be subject to the exclusive jurisdiction of the competent courts in Pune, Maharashtra, India.

12.5 Contact Information

For any operational queries, balance verifications, or assistance regarding your returns and exchanges, please reach out to our dedicated support channels: