Policy

We offer a 15-day return and refund policy for all standard, non-customized jewellery purchases. The 15-day period begins from the date of product delivery.

Refund Value

• 100% of Product Value: You will receive a full refund of the product's value paid by you.
• Deductions: A nominal logistics and processing fee of ₹1,000 will be deducted from the refund amount for each returned item.
• Missing or damaged certificate: In case of missing/damaged certificate, additional re-certification charges (1500/-) will be deducted from the refund value.
• Refund can take 15 working days from the date of refund approval date. 

Conditions

• The product must be in its original, unused, and undamaged condition, with all original tags, packaging, and certifications intact.
• If the tag is broken or torn then the product is not eligible for any return.
• Any jewellery that has been altered, resized, or repaired by a jeweller other than our own team will not be accepted for return. All post-sale benefits will be nullified.
• The refund value will be adjusted based on offers/coupons/vouchers applied at the time of purchase.
• A mandatory quality check will be performed upon receipt. Any sign of wear, alteration, or damage will result in the return being moved to our Buyback Policy, with an appropriate deduction. The decision by Quality team will be final.
• If the tag is broken or teared then the product is not eligible for any return.
• Items that have been engraved, personalized, or custom-made are not eligible for this money-back guarantee.

How to return

• To be eligible for this policy, the following original documents and items must be submitted:
• Original Product
• Original Invoice
• Packaging materials
• Tag of the jewellery
• Product Certificates & hallmarking documents
• Warranty Card (if applicable)
• Any brand engagement cards (if applicable)
• Simply place a return request on our website from your profile.
• Or Contact our customer support via mailing to info@ekatrajewels.com
• Print shipping label and attach on parcel 
• Ekatra Jewels will arrange secure return of the product. Please make sure to pack the package safely with extra care to avoid damage during transit.

Policy

We offer a lifetime exchange policy, allowing you to upgrade your jewellery at any time. (applicable for max. invoice value of ₹3,00,000)

Exchange Value

• 100% of Metal Value: You will receive the full current market value of the metal (gold, platinum, etc.).
• 100% of Diamond Value: You will receive 100% of the prevailing market value of the lab-grown diamond component, as determined by our in-house pricing benchmark at the time of exchange.
• A nominal logistics and processing fee of flat ₹1000 per item, will be applicable additionally on both sides (Pickup and Delivery).
• Value may change post quality check, with proper justification.
• Deductions: Making charges, GST Paid, and any original discounts or taxes applied at the time of purchase will be deducted from the exchange value.
• The exchange value will be adjusted based on offers/coupons/vouchers applied at the time of purchase.

Conditions

• To be eligible for this policy, the following original documents and items must be submitted:
• Original product
• Original/copy Invoice
• Original packaging materials
• Product certificates & hallmarking documents
• Warranty card (if applicable).
• Original Condition and Certificates: The item must be in its original, undamaged state, and you must have the original certificate and original/copy of invoice. Missing certificates will incur a re-certification fee (₹1500/-).
• No Third-Party Alterations: The jewellery must not have been repaired or altered by anyone other than our own team.
• Applicability: The exchange value can be applied to a new item of equal or higher value.

How to Initiate an Exchange (Lifetime Exchange Policy)

• Simply place a return request on our website from your profile, from order section and Fill out the Exchange form OR,
• Contact Us: Get in touch with our customer service team via customer support number to initiate an exchange request. Please provide your order number and specify the new product you wish to exchange for. Or simply mail us at info@ekatrajewels.com with the above-mentioned details and we will get back to you.
• Product Inspection: We will arrange for a secure pickup of your jewellery. Upon receipt, our QA team will inspect the item to verify its condition and authenticity.
• Value Confirmation: We will confirm the final exchange value based on our policy. If the new item is of a higher value, our team will guide you on how to pay the difference.
• New Order: Once any outstanding balance is settled and the original product passes inspection, your new jewellery will be shipped within 21 days.

Policy

You can sell your jewellery back to us at any point in the future. (applicable for max. invoice value of ₹3,00,000)

Buyback Value

• 100% of Metal Value: You will receive the full current market value of the metal.
• 80% of Diamond Value: You will receive 80% of the prevailing market value of the lab-grown diamond component, as determined by our in-house pricing benchmark at the time of buyback.

Deductions

• Making charges, GST Paid, and any original discounts or taxes applied at the time of purchase will be deducted from the exchange value.
• A nominal logistics and processing fee of flat ₹1000, will be applicable and it will deducted from the final amount.

Conditions:

• To be eligible for this policy, the following original documents and items must be submitted:
• Original product
• Original/copy Invoice
• Original packaging materials
• Product certificates & hallmarking documents
• Warranty card (if applicable).
• The original invoice and product certificate must be submitted. A fee of ₹1,500 will be charged for the re-certification of any missing or damaged certificates.
• Jewellery that has been altered, repaired, or serviced by a third-party jeweller is not eligible for this policy.

How to Initiate a Buyback (Lifetime Buyback Policy)

• Simply place a return request on our website from your profile, from order section and Fill out the Buyback form OR
• Contact Us: Get in touch with our customer service team via customer support number to initiate an exchange request. Please provide your order number and specify the new product you wish to exchange for. Or simply mail us at info@ekatrajewels.com with the above-mentioned details and we will get back to you.
• Valuation & Inspection: We will arrange an insured pickup of your jewellery for a quality inspection and valuation. The final buyback value will be determined based on the current market rates and the condition of the jewellery.
• Payment: After the jewellery is approved from our Quality check team, the quoted buyback amount will be paid to the original purchaser via bank transfer (NEFT/RTGS) within 15 business days. Alternatively, the amount can also be issued within 24 hours, as a gift card to the customer, as per his or her preference.

Policy

This Warranty & Maintenance Policy governs the after-sales service, warranty coverage, and maintenance benefits provided by Ekatra Jewels.

Coverage & Applicability

• This Policy applies to all jewelry purchased directly from Ekatra Jewels Website.
• It is valid only within India.
• All services under this Policy are available only when the invoice and Original certificate are presented.
• Any product altered, serviced, or repaired by a third party automatically voids all warranty and maintenance benefits.

Warranty Coverage

• Lifetime Warranty: We provide a lifetime warranty against manufacturing defects in workmanship or material.
• Warranty does not cover:
• Normal wear and tear
• Accidental damage, breakage, or scratches
• Loss or theft
• Unauthorized alterations or repairs
• Damage due to mishandling, chemicals, or external force
• Repairs under warranty will be evaluated case-by-case. If found to be due to a manufacturing defect, we will repair at no additional cost.

Maintenance Services (Lifetime)

• We provide one complimentary jewellery maintenance and cleaning service per year, valid for the lifetime of the product.
• The free service includes:
• Professional cleaning & polishing
• Prong/tightness check for gemstones and diamonds
• Exclusions:
• Repairs (such as stone resetting, soldering, resizing) are chargeable (labor + material).
• Any additional service beyond the free annual maintenance will be billed as per prevailing rates.

Logistics & Shipping Costs

• All logistics (to and fro) are borne by the customer.
• A flat charge of ₹1,000 each way applies for insured shipping of jewellery.
• We are not responsible for loss or damage during customer-initiated transit unless sent via our approved logistics partner.

Documentation Required

• Customers must provide:

1. Invoice copy
2. Original packaging
3. Original authenticity certificate (diamond/gemstone certificate, if applicable)

• If re-certification is required due to loss/damage of certificate, additional charges (flat 1500/-) will be applicable.

Turnaround Time (TAT)

• Standard turnaround time for maintenance or warranty services is 15–21 working days (excluding shipping time).
• For complex repairs, customers will be informed of revised timelines before proceeding.

Exclusions & Limitations

• The Policy is not an insurance policy and does not cover financial compensation for loss/theft.
• Lifetime warranty and maintenance benefits are non-transferable and apply only to the original purchaser.
• We reserve the right to decline service if documentation is incomplete or authenticity cannot be verified.

How to approach for maintenance

• Simply place a maintenance request on our website from your profile, from order section and fill out the maintenance form OR
• Contact Us: Get in touch with our customer service team via customer support number to avail this service. Please provide your order number/invoice number. Or simply mail us at info@ekatrajewels.com with the above-mentioned details and we will get back to you.
• Delivery & Inspection: We will arrange an insured pickup of your jewellery for a quality inspection or maintenance. The charges for this will be applicable as mentioned above.

Order Processing & Dispatch

• Orders are typically processed and dispatched within 12 Working Days of order placement, depending upon if the products are ready to ship or customized.
• For personalized or custom items, processing may take longer; such items will show a longer lead time.
• If your order contains both standard and personalized items, we may split the shipment; non-custom items may arrive earlier.

Delivery Time & Coverage

• Once dispatched, most orders are delivered within 12 business days, depending on location and courier service.
• Delivery is only possible to serviceable pin codes within India.
• In rare cases, some pin codes may be only forward-serviceable (i.e., delivery possible but not reverse pickup).
• For such pin codes, if a return is needed, we may request you to send the item via alternate courier (e.g. BlueDart, DTDC, India Post), and reimburse up to a fixed amount (e.g. ₹70) toward the return shipping cost.
• Any excess beyond that reimbursement will be deducted from refund amount.

Shipping Charges:

• We offer free shipping on all the products ordered from our website, within India.
• In case of Return/Exchange/Buyback/Maintenance of products, Shipping and processing charges of ₹1000 (each side, wherever applicable) will be charged.

Tracking & Notifications

• Once the order is shipped, you will receive tracking details via email, SMS, and/or WhatsApp.
• You can also track status via your account (“My Orders”) on our website/app.
• The delivery partner may call before arrival; however, this is not guaranteed (depends on courier).
• In case the delivery partner cannot reach you or the address is incorrect, delivery may be reattempted or returned.
• The order can only be given to the person with proper identification proof and after OTP verification.

Delivery Failures & Address Issues

• If a delivery is refused or undeliverable, the item may return to us. You will need to reinitiate a fresh order or pay redelivery shipping.
• If you request address changes before dispatch, we may accommodate if logistic arrangements permit. Once shipped, address changes are NOT possible.
• If you’re unavailable on delivery day, courier may hold parcel at local depot for pick-up or attempt a repeat delivery.

Damaged, Missing, or Empty Parcels

• If you receive an empty box or missing or damaged items, you must notify us within 24–48 hours of delivery, providing:
• A 360° unpacking video showing packaging, seal, contents
• Order and delivery details should be given to us through mail.
• We reserve the right to decline claims if evidence is insufficient or if signs of tampering are evident.

Split Shipments

• Orders containing mixed items (standard + personalized) may be shipped in separate consignments.
• Each part will have its own tracking, dispatch timelines.

Liability & Risk Transfer

• Risk (loss, theft, damage) transfers to you once the item is delivered to your address.
• Until delivery, the item is insured against damage/loss (if included in courier contract).
• We are not liable for delays due to courier partner issues, strikes, natural disasters, or other “acts of God.”

Cancellation Before Dispatch

• You can cancel the order before it is dispatched without penalty. Refund will be processed within 15 business days (minus any payment gateway charges).
• Once the item is dispatched, cancellation is no longer possible; you may refuse delivery or initiate a return per our return policy.

Non-Serviceable Locations

• If your pin code is not serviceable for reverse pickup, we will inform you upon return request and guide you to send the item to our office/warehouse.
• We may reimburse a fixed amount toward courier expenses (e.g., up to ₹70), provided you submit proof of shipping cost incurred.
• Excess costs will be borne by you or deducted from refund.

Information We Collect

• Personal Information: We collect information you provide directly, such as your name, email, phone number, and shipping address when you make a purchase or create an account.
• Payment Information: For purchases, we collect payment details, including credit/debit card numbers or other payment method information, which is processed securely by our third-party payment gateways. We do not store your credit card information on our servers.
• Website Usage Data: We automatically collect data about your use of our website, including your IP address, browser type, pages viewed, and the time and date of your visit. This helps us improve your shopping experience.

How We Use Your Information

• To process and fulfill your orders.
• To communicate with you about your account, orders, and promotions.
• To personalize your shopping experience and recommend products.
• To improve our website and services.
• For fraud prevention and security purposes.

Sharing Your Information

• We do not sell, rent, or trade your personal information.
• We share your information with trusted third parties only to the extent necessary to perform services on our behalf, such as payment processing, shipping carriers, and marketing providers. These third parties are bound by strict confidentiality agreements.

Your Rights

• You have the right to access, correct, or delete your personal information.
• You can unsubscribe from our marketing communications at any time.

Security

• We take reasonable measures to protect your personal information from unauthorized access and disclosure.

Effective Date

Welcome to Ekatra Jewels. These Terms & Conditions (“Terms”) govern the use of our website and services. By accessing, browsing, or making a purchase on our site, you agree to these Terms. Please read carefully.

General

• This website is owned and operated by Ekatra Jewels (“Company”, “we”, “us”, “our”).
• We reserve the right to modify these Terms at any time without prior notice. Updated Terms will be posted on this page.
• Your continued use of the website indicates acceptance of any revised Terms.

Eligibility

• You must be 18 years or older to use our website.
• By using our services, you confirm that you have the legal capacity to enter into binding contracts under Indian law.

Product Information

• All prices are listed in Indian Rupees (INR) and include applicable GST unless otherwise stated.
• Payments are processed securely through Razorpay. We accept UPI, debit/credit cards, net banking, wallets, and EMI.
• Cash on Delivery (COD) is not supported.
• We reserve the right to revise prices at any time. Orders already placed will be honored at the confirmed price.

Orders & Acceptance

• An order placed on our website is treated as an offer to purchase. Acceptance occurs only when the order is confirmed and dispatched.
• We reserve the right to cancel or refuse any order due to:
• Incorrect pricing or technical errors
• Non-availability of stock
• Suspicious or fraudulent transactions
• In such cases, refunds will be initiated within 15 working days.

Shipping & Delivery

• We provide secure, insured shipping across serviceable pin codes in India.
• Delivery timelines are indicative; delays may occur due to courier or unforeseen circumstances.
• Title and risk of the product transfer to the customer once delivered to the shipping address.

Returns & Refunds

• Returns can be initiated within 15 days of delivery via your website profile.
• We arrange pickup for returns; logistics charges are borne by the customer and deducted from the refund.
• Refunds are issued only after:
• Item passes quality inspection
• All certificates, packaging, and tags are returned intact
• Missing/damaged certificates or packaging will incur additional charges.
• Refunds are processed to the original payment method within 15 business days.
• Customized or personalized products are non-returnable unless defective.

Lifetime Exchange & Buyback

• We offer lifetime exchange and buyback for products purchased directly from us.
• Valuation will be based on prevailing market rates at the time of return.

Exchange Value

• Gold: 100% of prevailing gold value
• Diamonds: 100% of prevailing diamond value
• Gemstones: 80% of prevailing gemstone value

Buyback Value

• Gold: 100% of prevailing gold value
• Diamonds: 80% of prevailing diamond value
• Gemstones: 70% of prevailing gemstone value

Additional Term

• Making charges, taxes, and logistics will be deducted.
• Original invoice & certificates are mandatory.
• Items altered, damaged, or missing parts may be refused or offered reduced value.

Warranty & Maintenance

• All products carry a 1-year warranty against manufacturing defects.
• Warranty covers: loose stones, clasp issues, or workmanship defects.
• Exclusions: accidental damage, misuse, unauthorized repairs.
• We also provide one free professional cleaning & maintenance service once per year.
• Post-warranty repairs will be chargeable.

Intellectual Property

• All content (logos, designs, product images, text, website layout) is the intellectual property of Ekatra Jewels
• No content may be copied, reproduced, or resold without written consent.

User Conduct

• Customers agree not to misuse the website by:
• Placing fraudulent orders
• Attempting unauthorized access to our systems
• Abusing return/exchange policies
• We reserve the right to block or terminate accounts engaging in misconduct.

Limitation of Liability

• We are not liable for indirect, incidental, or consequential damages (loss of data, business, goodwill).
• Our liability is strictly limited to the value of the order placed.

Force Majeure

• We are not liable for delays or failures caused by events beyond our control, including natural disasters, strikes, government restrictions, or disruptions in logistics.

Any unforeseen Condition

For any situation or event not specifically covered under these Terms & Conditions:

• You can write to us at info@ekatrajewels.com
• Or call us on our customer care number: +91-7888807676

We will make every effort to resolve your queries and/or grievances at the earliest.
Please note:

• Each query or grievance may be handled differently.
• Resolution will be provided on a case-by-case basis, depending on the nature of the issue.

Governing Law & Jurisdiction

• These Terms are governed by the laws of India.
• Any disputes shall be subject to the exclusive jurisdiction of the courts of Mumbai, Maharashtra.

Intellectual Property

• All content (logos, designs, product images, text, website layout) is the intellectual property of Ekatra Jewels
• No content may be copied, reproduced, or resold without written consent.

Contact Us

For any queries, please contact:

• Email: info@ekatrajewels.com
• Phone:+91 78888 07676
• Address: Gala No 32,Apurva Industrial Estate,Makawana Road,Andheri Kurla Road,Marol Naka,Andheri East,Mumbai-400059
• Grievance Department