Refund policy

HARSHÉ SILVER

RETURNS & EXCHANGES POLICY

1. Opening Statement

RETURNS, CONSIDERED CLEARLY.

We hope every HARSHÉ piece feels right from the moment it arrives. If you need to request a return or exchange, the conditions and process are explained below.

Nothing in this policy limits any rights available under applicable Indian consumer law.

2. Return Request Period

State the exact period:

A return or exchange request must be submitted within [CONFIRMED NUMBER OF DAYS] from confirmed delivery.

HARSHÉ must decide whether the period starts from:

  • the delivery date;

  • the following calendar day; or

  • another clearly defined date.

Avoid vague wording such as “within a few days.”

3. Ordinary Return Eligibility

For a change-of-mind return or exchange, the jewellery must be:

  • unworn and unused;

  • unaltered;

  • free from scratches, marks, fragrance, cosmetics and signs of wear;

  • returned with the original tamper-evident tag attached and intact;

  • returned with the supplied packaging, pouch, inserts and accessories;

  • the same product supplied under the relevant order;

  • accompanied by proof of purchase; and

  • returned in accordance with the approved return instructions.

HARSHÉ should explain that receiving a parcel does not automatically mean the return has been accepted.

4. Items Not Eligible for Ordinary Return

Include only categories that HARSHÉ genuinely sells or intends to sell.

Possible exclusions may include:

  • personalised or customised jewellery;

  • engraved pieces;

  • pieces altered at the customer’s request;

  • earrings or pierced jewellery, if excluded for hygiene reasons;

  • gift cards;

  • final-sale pieces, if clearly marked before purchase;

  • items without the original return tag;

  • worn, damaged, altered or incomplete items.

Do not list exclusions that do not apply to HARSHÉ.

Also clarify:

These ordinary-return exclusions do not remove remedies available for products that are genuinely damaged, defective, incorrect or materially different from their description.

5. How to Request a Return

The customer should not send the jewellery without approval.

Recommended Process

  1. Submit a request through [CONFIRMED RETURN REQUEST METHOD].

  2. Provide the order number and reason for the request.

  3. Include photographs if requested.

  4. Wait for HARSHÉ to confirm eligibility and provide return instructions.

  5. Pack the jewellery securely using the supplied packaging.

  6. Hand the parcel to the approved courier or send it using the confirmed method.

  7. Retain the return receipt or tracking information.

Include:

Unauthorised parcels sent without an approved return request may experience delays and will still be subject to inspection.

6. Return Inspection

WHEN A PIECE RETURNS TO US

Every returned piece is inspected before a return, refund or exchange is approved.

Receipt or courier delivery of a return parcel does not constitute acceptance. HARSHÉ will verify that the returned piece:

  • matches the original order;

  • carries the correct return tag;

  • has not been worn, altered or substituted;

  • meets the applicable return conditions; and

  • includes the required packaging and supplied contents.

HARSHÉ should communicate the inspection outcome within [CONFIRMED INSPECTION PERIOD].

7. Wrong, Substituted or Non-HARSHÉ Jewellery

This section protects HARSHÉ if someone returns another product.

RETURNED PRODUCT VERIFICATION

The returned product must be the same HARSHÉ piece supplied under the original order.

If the parcel contains a substituted, unrelated, altered or non-HARSHÉ product, the return will be rejected and no refund or exchange will be issued for that item.

HARSHÉ will document the discrepancy and contact the customer regarding the next steps.

Do not state that the substituted jewellery automatically becomes the property of HARSHÉ. A safer operational approach is to:

  • preserve and document the item;

  • notify the customer;

  • provide a defined period for a response;

  • arrange return shipping at the customer’s cost where appropriate; and

  • reserve the right to take lawful action if deliberate substitution is suspected.

The precise handling of rejected or unclaimed items should be reviewed by an Indian ecommerce lawyer.

8. Damaged, Defective or Incorrect Orders

SOMETHING NOT RIGHT?

If a piece arrives damaged, defective, incorrect or materially different from its description, contact HARSHÉ within [CONFIRMED REPORTING PERIOD].

Ask the customer to provide:

  • order number;

  • description of the issue;

  • clear photographs of the jewellery;

  • photographs of the outer and inner packaging;

  • photograph of the shipping label; and

  • an unedited unpacking video, only if HARSHÉ decides to require one.

HARSHÉ may request reasonable additional information to assess the issue.

Where the concern is verified, an appropriate remedy will be provided in accordance with applicable law.

Do not guarantee a particular remedy before inspection unless HARSHÉ intends to honour it in every qualifying case.

9. Exchanges

Explain:

  • whether exchanges are offered;

  • whether exchange is limited to another size or the same design;

  • whether exchanges depend on stock availability;

  • what happens if the replacement costs more or less;

  • whether only one exchange is permitted;

  • who pays collection or reshipping charges; and

  • what happens if an exchange is unavailable.

Suggested Wording

Exchanges are subject to eligibility and availability. A requested piece is not reserved until the returned item has been received, inspected and approved.

If the replacement is unavailable, state whether the customer receives:

  • a refund;

  • store credit; or

  • an opportunity to select another piece.

Do not leave this unclear.

10. Return Shipping

Confirm:

  • whether HARSHÉ arranges pickup;

  • whether return shipping is complimentary;

  • whether a return charge is deducted;

  • what happens when a PIN code is not serviceable;

  • who is responsible if a customer uses an unauthorised courier; and

  • whether shipping charges are refunded.

Suggested Framework

Return collection and any applicable charge will be confirmed when the request is approved. Do not send a return independently unless instructed by HARSHÉ.

For verified damaged, defective or incorrect orders, avoid making the customer bear charges where doing so would conflict with applicable rights.

11. Refunds

State clearly:

  • when a refund is approved;

  • how the refund is issued;

  • whether original shipping charges are refundable;

  • whether return charges are deducted;

  • the HARSHÉ processing period;

  • that banks or payment providers may require additional time; and

  • how Cash on Delivery refunds are handled, if COD is offered.

Suggested Wording

Once the returned piece has been inspected and approved, the refund will be initiated to the original payment method within [CONFIRMED NUMBER] business days.

Your bank or payment provider may require additional time to reflect the amount.

Do not promise an exact refund period until it has been confirmed with the payment gateway.

12. Promotional and Gifted Orders

Clarify:

  • how discounts affect the refunded amount;

  • what happens when part of a bundle is returned;

  • whether complimentary gifts must also be returned;

  • whether gift recipients can request an exchange;

  • whether refunds go to the original purchaser.

Suggested Wording

Refunds are based on the amount actually paid for the returned piece after applicable discounts.

Where an order included a complimentary gift linked to a qualifying purchase, the gift may also need to be returned if the order no longer qualifies.

Use this only if HARSHÉ plans such offers.

13. Return-Status Communication

Tell customers how they will receive updates:

  • request received;

  • pickup approved;

  • return in transit;

  • return received;

  • inspection completed;

  • exchange dispatched; or

  • refund initiated.

This should also appear in the customer’s account if the website supports return tracking.

14. Contact Section

NEED HELP WITH A RETURN?

Please include your order number when contacting the HARSHÉ customer-care team.

EMAIL HARSHÉ →
support@harshesilver.com

WHATSAPP HARSHÉ →
+91 93403 63381

CUSTOMER-CARE HOURS
[CONFIRMED DAYS AND HOURS]

EXPECTED RESPONSE TIME
[CONFIRMED RESPONSE WINDOW]

Important Customer-Facing Tag Message

Print this beside the tag or on a packaging insert:

PLEASE KEEP THIS TAG ATTACHED

Take a moment to inspect and try your HARSHÉ piece.

For an ordinary return or exchange, this tamper-evident tag must remain attached, intact and unaltered.

Removing the tag confirms that you have chosen to keep the piece, except where applicable rights relating to a damaged, defective, incorrect or misdescribed product apply.

The last sentence is important. It protects both HARSHÉ and the customer.

Decisions HARSHÉ Must Make Before the Policy Is Written

  1. Return-request window.

  2. Damage-reporting window.

  3. Whether exchanges are offered.

  4. Whether refunds, exchanges or store credit are available.

  5. Non-returnable product categories.

  6. Return collection method.

  7. Return and reshipping charges.

  8. Inspection period.

  9. Refund-processing period.

  10. COD refund method, if applicable.

  11. Treatment of discounted and gifted orders.

  12. Whether unpacking video is required.

  13. Handling of substituted or unclaimed items.

  14. Customer-care contact method.

  15. Grievance officer details required for the website.

For ordinary returns and exchanges, the HARSHÉ return tag must remain attached and intact. Genuine product or fulfilment problems are reviewed separately and fairly.

THE HARSHÉ RETURN TAG

Every eligible HARSHÉ piece is dispatched with a tamper-evident return tag attached.

To qualify for an ordinary return or exchange, the tag must remain attached to the jewellery, intact, uncut and unaltered.

Please inspect and try the piece carefully without removing the tag. Once the tag has been removed, cut, replaced, damaged or altered, the piece will no longer be eligible for an ordinary return or exchange.

This condition does not limit any rights available where a product is received damaged, defective, incorrect, spurious or materially different from its description. Such concerns will be reviewed separately in accordance with applicable law.

That is protective, clear and customer-friendly.