Refund policy

Last updated: 2 October 2026

This policy applies to all orders placed on our online store. It is issued by Sree Lakshmi Narashimha Jewellers (Proprietor: Akil Chilukuru, GSTIN 37ARXPC5551A1ZS) in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Summary

  • Change of mind: exchange only, no cash refund.
  • Our mistake (wrong, damaged, defective, not as described or delivered late): full refund or replacement, your choice.
  • Cancellation before dispatch: full refund, no cancellation charge.

2. Cancelling an order

  • You can cancel any time before the order is dispatched. We refund 100% of the amount paid, with no cancellation charge.
  • Once dispatched, the order cannot be cancelled. If it is not yet delivered, you may refuse delivery and it will be treated as an exchange under Section 3.
  • Custom-made orders can be cancelled only before work begins.

3. Exchange (change of mind)

  • Request an exchange within 7 days of delivery. You may exchange at our Kurnool store or by courier.
  • Exchange value = net metal weight x our gold/silver rate on the day we receive the item. Making charges, stone charges and GST are not included in the exchange value.
  • The exchange value can be used for any other jewellery from our store. Any price difference is payable by you.
  • For courier exchanges, you bear the return shipping cost and we cover shipping of the new item.

4. Full refund or replacement (our responsibility)

You are entitled to a full refund (including making charges, GST and shipping) or a free replacement, at your choice, if:

  • You received the wrong item.
  • The item was damaged in transit.
  • The item is defective or its weight, purity or description does not match what was shown or invoiced.
  • The order was delivered later than the delivery time stated in our Shipping Policy.

Report the issue within 48 hours of delivery with an unboxing video and photos. Purity complaints can be raised at any time and are tested at a BIS-recognised hallmarking centre; if the purity is below the hallmark, we refund in full and bear the testing cost.

5. Items that cannot be exchanged

  • Custom-made, resized, altered or engraved items.
  • Gold and silver coins and bars.
  • Items that are used, worn, scratched or damaged after delivery.
  • Items returned without the original invoice, hallmark (HUID) intact, tags and packaging.

These exclusions do not apply to the cases listed in Section 4.

6. How to request an exchange or refund

  1. Call or WhatsApp +91 80193 31392, or email akil4u883@gmail.com, with your order number, photos and unboxing video.
  2. We confirm within 48 hours and share return instructions. Send items only by fully insured courier.
  3. We inspect the item within 3 working days of receiving it and tell you the result.

7. Refund method and timeline

  • Approved refunds are paid to the original payment method (card, UPI or net banking) within 7 working days of approval.
  • Your bank may take a few additional days to show the credit.
  • We never refund in cash for online orders.

8. Hallmark guarantee

All gold jewellery is BIS hallmarked with a unique 6-digit HUID. You can verify it on the BIS Care app. Silver items carry the purity mark stated on the product page.

9. Grievance Officer

Name: Akil Chilukuru, Proprietor
Phone: +91 80193 31392
Email: akil4u883@gmail.com
Address: Sree Lakshmi Narashimha Jewellers, 19D, SVC, Shroff Bazar, Old Bus Stand, Kurnool, Andhra Pradesh 518001
We acknowledge complaints within 48 hours and resolve them within one month.

Nothing in this policy limits your rights under Indian consumer law.