Refund policy
Effective Date: August 26, 2026
Welcome to kajalofficial.com. We value our customers and are committed to providing a smooth, transparent, and reliable shopping experience. This Return and Refund Policy explains the conditions and procedures applicable to returns, exchanges, replacements, cancellations, and refunds for products purchased through our website.
Business Name: kajalofficial.com
Category: Jewelry and Watch
Email: kajalofficial1963@gmail.com
Phone: 9732821106
Address: Mangalore, Purba Medinipur, West Bengal – 721434, India
GSTIN: 19ANSPG7774J1Z3
We encourage customers to read this policy carefully before placing an order. Our return and refund procedures are designed to provide reasonable protection to customers while also protecting our products from misuse, damage, fraudulent claims, or unauthorized returns.
This policy is intended to operate consistently with applicable Indian consumer-protection and e-commerce requirements. The Consumer Protection (E-Commerce) Rules, 2020 require e-commerce entities to provide clear information regarding returns, refunds, exchanges, warranties, delivery, and related costs.
1. General Return Policy
Customers may request a return, replacement, or refund when an eligible product is received in a defective, damaged, incorrect, incomplete, or materially different condition from what was ordered.
Because jewelry and watches can be delicate products, returned items must be handled carefully and must meet the eligibility requirements described below.
A return request must be submitted within 7 days of delivery, unless a different return period is specifically mentioned on the relevant product page.
The return period begins from the date on which the order is shown as delivered by the applicable delivery partner.
Items received in good condition but returned merely because the customer has changed their mind may be accepted only where the particular product is marked as eligible for such a return. Certain jewelry, personalized, customized, clearance, hygiene-sensitive, or specially packed products may be non-returnable.
2. Products Eligible for Return
A product may generally qualify for return or replacement if:
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The product is damaged when delivered.
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The product is defective or does not function as reasonably expected.
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The wrong product, size, design, color, or model was delivered.
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The product is materially different from the description or specifications displayed on the website.
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Parts or accessories advertised as included are missing.
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The product arrives with substantial manufacturing defects.
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The product is received in an unusable condition due to transportation damage.
For watches, eligible issues may include a non-functioning watch, significant manufacturing defect, or incorrect model delivered.
For jewelry, eligible issues may include significant damage during delivery, incorrect item delivery, or a substantial manufacturing defect.
The Consumer Protection (E-Commerce) Rules specifically address returns/refunds where goods are defective, deficient, spurious, not as advertised or agreed, or delivered late in circumstances covered by the applicable rules.
3. Items That May Not Be Eligible for Return
Returns may be rejected where:
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The customer simply does not like the product after delivery, where change-of-mind returns are not offered for that item.
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The product has been worn, used, altered, resized, repaired, polished, engraved, or modified after delivery.
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The product has been damaged by the customer.
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The product is returned without its original packaging where the packaging is necessary to verify the product.
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The product is missing tags, labels, certificates, accessories, manuals, boxes, or other supplied components.
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There are visible signs of misuse, excessive wear, scratches, stains, dents, or other customer-caused damage.
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The return request is made after the applicable return period.
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The customer sends an item different from the item originally delivered.
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The item was specifically identified as non-returnable on the product page.
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A customized or personalized product was produced according to the customer's specifications, except where the item is defective, damaged, incorrect, or otherwise covered by applicable law.
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The return appears fraudulent or abusive.
Nothing in this section is intended to exclude any rights that cannot lawfully be excluded under applicable consumer-protection legislation.
4. Jewelry Return Conditions
Jewelry products should be returned in the same condition in which they were received.
Customers should avoid removing protective films, tags, seals, labels, or other identifying materials until they have inspected the product.
Where a jewelry return is approved, the product should be returned with its original box, packaging, certificates where supplied, tags, accessories, and other materials.
Jewelry that has been resized, engraved, repaired, polished, altered, worn extensively, or otherwise modified after delivery may not qualify for return unless the issue resulted from a manufacturing defect or an error on our part.
Due to the nature of jewelry products, customers may be requested to provide photographs or videos showing the product, packaging, labels, and the claimed defect before a return is authorized.
5. Watch Return Conditions
Watches should be inspected carefully after delivery.
If a watch does not work, arrives damaged, or appears to have a manufacturing issue, please contact us as soon as possible.
Customers should not attempt to open, repair, modify, or replace internal components of a watch before contacting us. Unauthorized repair or modification may affect return eligibility.
Where applicable, the original watch box, protective materials, tags, manuals, warranty documents, and accessories should be retained and returned with the product.
6. Damaged Products on Delivery
Customers should inspect their package when it arrives.
If the outer packaging appears severely damaged, customers should, where practical, photograph or record the package before opening it.
If the product inside is damaged, please contact us within 48 hours of delivery with:
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Order number.
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Customer name and registered mobile number.
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Photographs of the shipping package.
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Photographs of the product.
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Photographs of the shipping label.
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A short description of the damage.
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An unedited opening/unboxing video, where available.
Providing an unboxing video can help us investigate delivery-related damage more quickly, although the absence of a video does not by itself determine a customer's statutory rights.
7. Wrong or Missing Product
If you receive a product that is different from what you ordered, contact us within 7 days of delivery.
If an item, accessory, certificate, or component advertised as part of the order is missing, notify us promptly.
After verification, we may arrange an appropriate replacement, return, refund, or other resolution depending on the circumstances and product availability.
8. How to Request a Return
To request a return, contact:
Email: kajalofficial1963@gmail.com
Phone: 9732821106
Please include:
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Order number.
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Name used for the order.
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Registered mobile number.
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Product name.
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Reason for the return.
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Clear photographs of the product.
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Video evidence where reasonably requested.
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Any other information needed to verify the issue.
Our team will review the request and inform you whether the return is approved and what steps should be followed.
Do not send a product to an address without receiving return instructions from us. Unauthorized returns may be delayed or may not be accepted.
9. Return Verification
Once a returned product reaches us, it may undergo a quality and condition inspection.
We may verify:
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Product identity.
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Serial number or identifying marks, where applicable.
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Physical condition.
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Packaging.
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Accessories.
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Tags and labels.
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Nature of the claimed defect.
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Whether the product was used, altered, or damaged after delivery.
If the returned product satisfies the applicable eligibility requirements, we will proceed with the approved replacement or refund.
If the returned product does not meet the applicable conditions, we may reject the return and notify the customer.
10. Return Shipping Charges
For approved returns caused by our error, such as receiving the wrong product, a materially defective product, or a product damaged in transit, we may arrange or bear reasonable return shipping costs as applicable.
For customer-requested returns that are not caused by a defect, damage, wrong item, or other issue attributable to us, return shipping charges may be payable by the customer where such returns are offered.
Any applicable return-shipping cost will be communicated before the return is processed.
Applicable e-commerce rules require clear and accessible information concerning return terms and return-shipping costs.
11. Replacement Policy
Where an eligible product is defective, damaged, or incorrectly supplied, we may offer a replacement if the same product is available.
If the replacement product is unavailable, we may provide another appropriate resolution, such as a refund, subject to the circumstances and applicable law.
Replacement products may be subject to availability.
Customers should not purchase another product separately in expectation of reimbursement unless this has been specifically approved by our customer support team.
12. Refund Eligibility
A refund may be issued where:
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An eligible return is approved.
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A replacement is unavailable.
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We have delivered the wrong product and a replacement cannot reasonably be provided.
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The product is confirmed to have an eligible defect or damage and refund is the appropriate resolution.
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An order is cancelled before dispatch and the payment has already been collected.
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A refund is otherwise required under applicable law or agreed terms.
Refunds are generally processed after the returned product has been received and verified, where a return is required.
13. Refund Processing
Once a refund is approved, the amount will generally be processed to the original payment method used for the order, where technically possible.
The time taken for the amount to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution.
For Cash on Delivery orders, where a refund is approved, we may request appropriate bank-account or other payment details necessary to process the refund.
Customers should ensure that the information provided for a refund is accurate.
kajalofficial.com will not be responsible for delays caused by incorrect customer-provided banking or payment information.
14. Shipping Charges and Refunds
Where a refund is approved because of our error, defective goods, incorrect goods, or qualifying delivery damage, applicable amounts may be refunded according to the circumstances.
Where a customer voluntarily cancels or returns an eligible item for reasons not attributable to kajalofficial.com, original shipping charges may not be refundable where permitted by applicable law and the terms disclosed for that product.
Any applicable deductions will be communicated clearly before processing the refund.
15. Order Cancellation
Customers may request cancellation before an order is dispatched.
Once an order has been dispatched, cancellation may not always be possible because the shipment may already be with the logistics provider.
If cancellation is unavailable after dispatch, the customer may need to follow the applicable return process after delivery.
For Cash on Delivery orders, customers should cancel responsibly before dispatch whenever possible and should not intentionally refuse deliveries without a valid reason.
Repeated refusal of orders or suspected misuse of the cancellation/return process may result in restrictions on future orders, subject to applicable law.
16. Late Delivery
If an order is significantly delayed beyond the delivery commitment communicated to the customer, please contact us.
We will investigate the shipment status with the relevant delivery partner and provide an appropriate resolution based on the circumstances.
Where applicable, consumer-protection requirements concerning delayed delivery and refunds will be followed. The Consumer Protection (E-Commerce) Rules address certain situations involving late delivery, while recognizing applicable force-majeure circumstances.
17. Refunds for Unavailable Products
If an order has been successfully paid for but the ordered product becomes unavailable before fulfillment, we may cancel the affected order and provide an applicable refund.
Customers will be informed of the cancellation and refund process.
18. Promotional and Discounted Orders
Products purchased using promotional offers, discounts, coupons, vouchers, bundle offers, or special campaigns remain subject to the return conditions displayed at the time of purchase.
Where a refund is approved for a discounted order, the refund amount will generally correspond to the amount actually paid for the eligible product, subject to applicable deductions and terms.
Promotional vouchers or coupon codes may not be refundable or reusable after redemption unless otherwise stated.
19. Exchange Policy
Where an exchange is offered for a particular product, the exchange must comply with the applicable product-specific conditions.
Exchange availability may depend on stock, size, model, color, design, and other factors.
If an exchange cannot be completed, an alternative resolution may be offered where appropriate.
20. Fraud Prevention and Abuse
We reserve the right to investigate suspicious return or refund requests.
Examples of potentially abusive activity include repeatedly ordering products and returning used items, returning a different product, manipulating serial numbers or labels, submitting false damage claims, or attempting to obtain multiple refunds for the same transaction.
Where permitted by law, fraudulent or abusive activity may result in cancellation of pending orders, refusal of unauthorized returns, or restriction of future purchases.
This does not affect legitimate consumer rights or remedies available under applicable law.
21. Customer Responsibility
Customers are responsible for providing accurate delivery and contact information.
After receiving a product, customers should store jewelry and watches appropriately and follow any care instructions provided with the product.
Damage caused by improper use, accidents, water exposure where the product is not water-resistant, unauthorized repairs, chemical exposure, physical modification, or normal wear and tear may not qualify as a manufacturing defect.
22. Grievance and Customer Support
If you have a question, complaint, return request, or refund concern, please contact us directly.
kajalofficial.com
Email: kajalofficial1963@gmail.com
Phone: 9732821106
Address: Mangalore, Purba Medinipur, West Bengal – 721434, India
Please mention your order number in all communications so that our team can locate your order efficiently.
Applicable e-commerce rules provide for grievance-redressal mechanisms, and current government guidance continues to emphasize consumer grievance handling for e-commerce businesses.
23. Changes to This Policy
kajalofficial.com may update this Return and Refund Policy from time to time to reflect changes in our products, services, operational procedures, or applicable laws and regulations.
The updated policy will be published on this page with a revised effective date.
Customers should review the policy before placing an order.
24. Important Legal Notice
This Return and Refund Policy is intended as a general e-commerce policy for kajalofficial.com and should be read together with our other website policies, including our Privacy Policy, Shipping Policy, Terms and Conditions, and any product-specific terms.
Nothing in this policy is intended to remove, restrict, or override any consumer right or legal remedy that cannot lawfully be excluded under applicable Indian law.
The Consumer Protection (E-Commerce) Rules, 2020 form part of India's regulatory framework for e-commerce transactions and require relevant information concerning returns, refunds, exchanges, delivery, payment methods, and grievance mechanisms to be presented clearly to consumers.
By purchasing from kajalofficial.com, customers acknowledge that they have had an opportunity to review the applicable product information and policies before completing their purchase.
Thank you for shopping with kajalofficial.com. We appreciate your trust and are committed to providing quality Jewelry and Watch products together with fair and transparent customer service.