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RETURNS & EXCHANGE POLICY

1. INTRODUCTION

This Cancellation and Refund Policy ("Policy") applies to all purchases made through Vagmi (R A Jewellers), a jewelry brand based in Kanpur, India. This Policy is formulated in compliance with the Consumer Protection (E-Commerce) Rules, 2020 and other applicable Indian laws.

We are committed to providing high-quality jewelry and excellent customer service. This Policy outlines the terms and conditions for order cancellations, product returns, and refund processing.

2. ORDER CANCELLATION

2.1 Customer-Initiated Cancellations

2.1.1 Cancellation Window

  • Standard/ Custom Orders: Can be cancelled within 2 hours of order placement

  • Orders in Production: Cannot be cancelled once manufacturing has started

2.1.2 Cancellation Process

To cancel your order (currently under development):

  1. Log into your account on our website

  2. Go to "My Orders" section

  3. Select the order to cancel and click "Cancel Order"

  4. Choose cancellation reason from the dropdown menu

  5. Submit cancellation request

Alternatively, contact our customer service:

  • Email: support@vagmi.net

  • Phone: +91-8858784484

  • Provide order number and reason for cancellation

2.1.3 Cancellation Confirmation

  • Cancellation confirmation will be sent via email within 24 hours

  • If cancellation is not possible, we will contact you with alternative options

  • Refund processing will begin immediately upon cancellation approval

2.2 Company-Initiated Cancellations

We may cancel your order in the following circumstances:

  • Product unavailability due to inventory shortage

  • Technical pricing errors or system glitches

  • Inability to verify payment or delivery address

  • Suspected fraudulent transactions

  • Force majeure events affecting fulfillment

Notification: You will be notified immediately via email or SMS if we cancel your order.

2.3 Cancellation Charges

  • No Charges: For cancellations within the permitted time window

  • Custom Orders: 50% of order value may be charged if production has begun

  • Payment Gateway Charges: May apply as per Razorpay's terms (typically 2-3% of transaction amount)

3. RETURN POLICY

3.1 Eligible Returns

3.1.1 Return Window

  • Standard Jewelry: 7 days from delivery date

  • Silver Jewelry: 7 days from delivery date

3.1.2 Return Conditions

Products can be returned if they are:

  • Defective: Manufacturing defects or quality issues

  • Damaged: Damaged during shipping (with photographic evidence)

  • Incorrect: Wrong product or size delivered

  • Not as Described: Significantly different from website description

3.1.3 Return Requirements

For returns to be accepted, products must be:

  • In original condition with all tags and certificates

  • Unworn and unused (verified through inspection)

  • In original packaging with all accessories

  • Accompanied by original invoice/order confirmation

3.2 Non-Returnable Items

3.2.1 Exclusions for Custom/Personalized Jewelry

The following items cannot be returned:

  • Custom-made jewelry designed per customer specifications

  • Personalized jewelry with engravings, names, or custom designs

  • Bespoke pieces created specifically for the customer

  • Modified standard designs as per customer requests

3.2.2 Other Non-Returnable Items

  • Products damaged due to misuse, negligence, or normal wear

  • Jewelry altered or repaired by third parties

  • Items purchased during clearance or final sales

  • Products returned after the 7-day return window

3.3 Return Process

3.3.1 Initiate Return Request (under development)

  1. Log into your account and go to "My Orders"

  2. Select the order and click "Return Item"

  3. Choose return reason and upload photos if required

  4. Submit return request for approval

Alternatively, contact our customer service:

  • Email: support@vagmi.net

  • Phone: +91-9721165111

  • Provide order number and reason for cancellation

3.3.2 Return Approval

  • Return requests are reviewed within 24-48 hours

  • Approval/rejection notification sent via email

  • Approved returns receive return authorization number and shipping instructions

3.3.3 Product Return Shipping

  • Defective/Damaged Products: We arrange and pay for return shipping

  • Customer Preference Returns: Customer bears return shipping costs

  • Return Address: [Return address in Kanpur]

  • Packaging: Use original packaging or secure packaging to prevent damage

3.3.4 Quality Inspection

Upon receiving returned items:

  • Quality inspection conducted within 2-3 business days

  • Verification of return conditions and product authenticity

  • Customer notified of inspection results

  • Refund processing initiated if inspection passes

4. REFUND POLICY

4.1 Refund Processing

4.1.1 Refund Timeline via Razorpay

  • Credit/Debit Cards: 5-10 business days from refund initiation

  • Net Banking: 5-10 business days from refund initiation

  • UPI/Wallets: 1-3 business days from refund initiation

  • EMI Transactions: Refund processing may take 1-2 billing cycles

4.1.2 Refund Method

  • Refunds are processed to the original payment method used for purchase

  • Cash on Delivery: Bank transfer to provided account details

  • Gift Cards/Store Credit: May be offered as alternative (with customer consent)

4.1.3 Refund Amount Calculation

Full Refunds (100% of product cost):

  • Defective or damaged products

  • Wrong products delivered

  • Company-initiated cancellations

Partial Refunds (excluding applicable charges):

  • Customer preference returns may exclude shipping charges

  • Payment gateway charges may be deducted as per Razorpay terms

  • Custom orders cancelled after production begins

4.2 Refund Exclusions

No refunds will be provided for:

  • Products damaged due to customer negligence

  • Jewelry lost or stolen after delivery

  • Normal tarnishing of silver jewelry

  • Gradual loss of gold plating (expected wear)

  • Changes in personal preference after purchase

  • Custom/personalized jewelry (as per exclusion policy)

4.3 Refund Status Tracking

  • Refund initiation notification sent via email/SMS

  • Customers can track refund status through their account

  • Customer service available for refund-related queries

5. EXCHANGE POLICY

5.1 Exchange Eligibility

Limited exchanges available for:

  • Size Issues: Wrong ring/bracelet size (within 7 days)

  • Defective Products: Exchange for same product or equivalent value

  • Incorrect Orders: Exchange for correct product

5.2 Exchange Process

  1. Contact customer service within 7 days of delivery

  2. Provide order details and exchange requirements

  3. Return original product following return process

  4. Receive exchange product or store credit

5.3 Exchange Limitations

  • One Exchange Per Order: Only one exchange allowed per purchase

  • Price Differences: Additional charges for higher-value exchanges

  • Custom Jewelry: No exchanges for personalized items

  • Stock Availability: Subject to product availability

6. DAMAGED OR DEFECTIVE PRODUCTS

6.1 Immediate Reporting

Report damaged or defective products:

  • Within 48 hours of delivery for shipping damage

  • Within 5 days of delivery for manufacturing defects

  • Include photos showing damage/defect clearly

  • Contact customer service immediately

6.2 Expedited Resolution

For damaged/defective products:

  • Priority processing of return/exchange requests

  • Free return shipping arranged by company

  • Express refund processing within 3-5 business days

  • Replacement product expedited shipping (if available)

6.3 Quality Assurance

  • All returned products undergo quality inspection

  • Manufacturing defects result in immediate full refunds

  • Process improvements implemented based on defect analysis

7. CUSTOMER RESPONSIBILITIES

7.1 Product Care

Customers are responsible for:

  • Proper handling and storage of jewelry

  • Following provided care instructions

  • Avoiding exposure to chemicals, perfumes, and water

  • Safe keeping until return/exchange decision

7.2 Documentation

Maintain the following for potential returns:

  • Original purchase invoice/receipt

  • Product certificates and authenticity documents

  • Original packaging and tags

  • Photos of defects/damage (if applicable)

7.3 Communication

  • Respond to communication requests within 48 hours

  • Provide accurate return/exchange information

  • Follow return shipping instructions carefully

  • Update contact information for smooth processing

8. SPECIAL CIRCUMSTANCES

8.1 Festival/Wedding Rush Orders

During peak seasons:

  • Extended processing times may apply

  • Cancellation windows may be reduced

  • Custom orders require longer lead times

  • Return processing may take additional time

8.2 International Orders

For international customers:

  • Return shipping costs borne by customer unless product defective

  • Customs and duty charges not refundable

  • Extended return processing times due to logistics

  • Currency conversion charges may apply for refunds

8.3 Bulk Orders

For bulk purchases:

  • Special return/exchange terms may apply

  • Partial returns may be permitted

  • Custom bulk order terms supersede standard policy

  • Contact customer service for bulk order policies

9. DISPUTE RESOLUTION

9.1 Internal Resolution

For return/refund disputes:

  1. Contact customer service team first

  2. Escalate to supervisor if not resolved

  3. Final escalation to grievance officer

9.2 External Resolution

If internal resolution fails:

  • Consumer forums under Consumer Protection Act, 2019

  • Online dispute resolution platforms

  • Local consumer courts in customer's jurisdiction

10. GRIEVANCE HANDLING

10.1 Grievance Officer Contact

Name: Kishan Arya
Email: support@vagmi.net
Phone: +91-9721165111
Address: 7/159A Swaroop Nagar, Kanpur

10.2 Response Timeline

  • Acknowledgment: Within 48 hours of complaint

  • Resolution: Within 30 days of complaint receipt

  • Escalation: Available if resolution unsatisfactory

11. POLICY UPDATES

11.1 Modifications

  • Policy may be updated to reflect business changes or legal requirements

  • Changes effective immediately upon posting on website

  • Customers notified of material changes via email

11.2 Grandfathering

  • Existing orders follow policy in effect at time of purchase

  • New policy applies to orders placed after update date

12. LEGAL COMPLIANCE

This Policy complies with:

  • Consumer Protection Act, 2019

  • Consumer Protection (E-Commerce) Rules, 2020

  • Information Technology Act, 2000

  • Indian Contract Act, 1872

13. CONTACT INFORMATION

Customer Service:

  • Email: support@vagmi.net

  • Phone: +91-9721165111

  • WhatsApp: +91-8858784484

  • Address: 7/159A Swaroop Nagar Kanpur

  • Business Hours: 12:00 – 18:00 (Monday – Friday)

Returns Department:

 

Important Note: This policy is designed to protect both customer and company interests while ensuring compliance with Indian consumer protection laws. Please read carefully before making purchases.

Last Updated: 21-08-2025

©2020 by Vagmi by R. A. Jewellers, Birhana Road, Kanpur

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