Return, Exchange and Refund Policy

Effective date: 18 August 2026

This Return, Exchange & Refund Policy applies to orders placed through www.jyotiluxe.com for delivery within India.

Please read this policy together with our Cancellation Policy, Shipping Policy, Product Disclaimer and Terms & Conditions.

1. Eligible claims

Jyoti Luxe will consider a return, exchange or refund request only where:

• the product arrived damaged or defective;
• the wrong product was delivered;
• the product materially differs from its website listing; or
• a product or included accessory is missing from the parcel.

All claims are subject to verification and inspection.

2. No change-of-mind returns

Jyoti Luxe does not offer returns, exchanges or refunds merely because:

• the customer changed their mind;
• the customer no longer wants the product;
• the product does not match a personal styling preference;
• the customer dislikes the colour or design;
• the product appears larger or smaller than expected despite measurements being available;
• the jewellery does not match a particular outfit; or
• the customer ordered the wrong product, size or design.

Customers should review all available photographs, videos, dimensions, materials and product information before placing an order.

This exclusion does not affect any remedy required under applicable consumer law.

3. Time limit for reporting an eligible problem

An eligible problem should be reported to Jyoti Luxe within 48 hours after delivery.

The 48-hour reporting period helps us preserve courier, packing and product evidence and investigate the claim properly.

This commercial reporting period does not remove a non-waivable statutory remedy, including for a latent defect that could not reasonably have been discovered within 48 hours.

4. Evidence required

Please provide all reasonably available evidence when submitting a claim:

• order number;
• customer name and registered contact details;
• a clear description of the problem;
• a continuous and unedited parcel-opening video;
• clear photographs and videos of the product and reported issue;
• photographs of the external parcel and shipping label;
• photographs of damaged or tampered packaging, where applicable; and
• any other information reasonably requested for verification.

The parcel-opening video should clearly show:

1. the sealed outer shipping package;
2. the complete shipping label;
3. all sides of the unopened parcel;
4. the uninterrupted opening of the parcel;
5. every product and accessory received; and
6. the particular damage, defect, wrong item or missing component.

The unboxing video is the preferred primary evidence for damaged, wrong or missing-product claims and is required for expedited verification.

Its absence may make a claim difficult to verify, but Jyoti Luxe will not automatically reject a right that applicable law makes non-waivable where the issue can be established through other reliable evidence.

5. Condition of the product

Unless the claim concerns a missing product or accessory, the product should be:

• unused and unworn;
• unwashed and unaltered;
• free from customer-caused damage;
• returned with tags intact;
• placed in its original product packaging; and
• accompanied by all accessories, components, certificates, care materials and promotional freebies supplied with it.

The customer should preserve the shipping box, packaging and label until the claim has been resolved.

Trying on a product solely to inspect it may be considered during claim review, provided there is no sign of extended wear, damage, alteration, perfume, cosmetics, moisture or other use.

6. How to submit a claim

Contact Jyoti Luxe Customer Support within the applicable reporting period:

Email: care@jyotiluxe.com
Phone/WhatsApp: +91 8698582110
Support hours: Monday–Saturday, 10:00 AM–6:00 PM IST, excluding public holidays

Please use the email subject:

Return Claim – Order Number [Your Order Number]

Submitting a claim does not mean that it has been approved. Jyoti Luxe will review the submitted information and may request additional photographs, videos or clarification.

7. Claim-review process

After receiving a claim, Jyoti Luxe may:

1. verify the order and customer details;
2. review the product listing and order records;
3. examine packing, quality-check and dispatch records;
4. review the parcel-opening video and photographs;
5. obtain information from the courier or shipping provider;
6. request additional evidence where reasonably necessary;
7. issue provisional return authorisation; and
8. inspect the returned product before confirming the final remedy.

Do not return or hand over a product until Jyoti Luxe has issued return authorisation and provided the applicable instructions.

8. Reverse shipping

Jyoti Luxe handles reverse shipping only for an approved brand-fault case.

A brand-fault case may include a verified:

• damaged or defective product;
• wrong product;
• material difference from the listing;
• packing error;
• missing item or accessory; or
• transit-related problem accepted under this policy.

For an approved claim:

• Jyoti Luxe will arrange reverse pickup where the location is serviceable;
• the customer must keep the product ready in the required packaging;
• the customer must follow the pickup and packaging instructions; and
• reasonable pickup attempts may be made by the courier.

If reverse pickup is unavailable, Jyoti Luxe may authorise the customer to use a specified or reasonable standard shipping method. The documented standard shipping charge will then be reimbursed after the claim is approved.

Premium, express, unauthorised or unapproved self-shipping charges will not be reimbursed.

9. Customer-responsible returns

Jyoti Luxe does not pay reverse-shipping charges for:

• a change-of-mind request;
• personal preference;
• an incorrect product selected by the customer;
• failure to review available measurements or information;
• customer-caused damage;
• normal wear;
• failure to follow the care instructions; or
• another reason not eligible under this policy.

Such requests may be declined entirely because Jyoti Luxe does not provide general change-of-mind returns or exchanges.

10. Customer’s choice of remedy

After an eligible claim is approved, the customer may choose:

• replacement with the same product;
• exchange for another available product; or
• refund.

The selected remedy is subject to:

• stock availability;
• product discontinuation;
• technical feasibility;
• successful return and inspection, where applicable; and
• applicable law.

If the selected replacement or exchange is unavailable, the customer may choose another available product or receive a refund.

11. Replacement

Where the customer selects a replacement:

• Jyoti Luxe will ordinarily provide the same product, subject to availability;
• the replacement will be dispatched after the claim and returned product are successfully verified;
• the replacement product remains subject to the same care guidance and product disclaimer; and
• replacement delivery timelines will depend on processing time and courier serviceability.

If the same product is unavailable, the customer may choose an exchange or refund.

12. Exchange

Where an approved exchange is selected:

• the customer may choose another available product;
• any additional price must be paid before dispatch if the new product costs more; and
• the verified difference will be refunded if the new product costs less.

An exchange is not considered complete until the returned product passes inspection and any price difference has been settled.

13. Missing product or accessory

If an item or included accessory is verified as missing, Jyoti Luxe may, according to the customer’s chosen remedy and the circumstances:

• dispatch the missing product or accessory;
• replace the affected product;
• offer an exchange; or
• issue an appropriate full or partial refund.

The customer may not be required to return the complete order unless Jyoti Luxe determines that return is reasonably necessary for the selected remedy or investigation.

14. Return inspection

Approval for reverse pickup is provisional. Final approval is provided after the returned product is received and inspected.

Jyoti Luxe may verify:

• whether the returned product matches the order;
• whether it matches the submitted photographs and videos;
• whether the reported damage or defect is present;
• whether the product has been worn, altered or customer-damaged;
• whether the tags remain intact;
• whether the original packaging is included; and
• whether components, accessories and applicable freebies are present.

15. When a claim may be rejected

A claim may be rejected if:

• the returned product does not match the order;
• the product or evidence does not match the submitted claim;
• the reported issue cannot reasonably be found or verified;
• the product has been worn beyond reasonable inspection;
• the product has been altered, repaired or modified;
• the damage occurred after delivery;
• the problem resulted from misuse, moisture, chemicals, impact or improper storage;
• tags, components or material accessories are missing;
• the product was returned without authorisation; or
• the claim is fraudulent, misleading or materially incomplete.

Before rejecting a claim, Jyoti Luxe will communicate the reason and, where appropriate, the relevant evidence considered.

Nothing in this section limits a consumer remedy that cannot legally be excluded.

16. Matters not ordinarily considered defects

The following are not ordinarily considered product defects:

• minor handmade or hand-finished variations;
• modest differences in polish or plating tone;
• minor differences in stone placement, texture, symmetry, dimensions or weight;
• natural variations in semi-precious stones;
• modest differences caused by photography, lighting or screen settings;
• normal plating fade, tarnish or wear over time;
• damage caused by perfume, cosmetics, sanitiser, soap, water or chemicals;
• damage caused by pulling, bending, dropping, impact or abrasion;
• improper cleaning or storage; and
• failure to follow the product-care instructions.

A material difference from the product listing remains eligible for review.

17. Refund approval and timing

After the returned product is received and passes inspection, Jyoti Luxe will initiate an approved refund within 5–7 business days.

The customer’s bank, card issuer, payment provider or UPI application may take additional time to credit the amount after Jyoti Luxe initiates the refund.

Jyoti Luxe is not responsible for processing delays caused solely by the customer’s bank or payment provider, but will provide available refund details to help the customer follow up.

18. Refund method

Refunds for prepaid orders will be sent to the original payment method.

For Cash on Delivery orders, approved refunds will be made to a verified Indian:

• bank account; or
• UPI ID.

The customer must provide accurate refund details. Jyoti Luxe is not responsible for a delay caused by incorrect or incomplete information supplied by the customer.

Jyoti Luxe will never request your UPI PIN, OTP, CVV or internet-banking password to process a refund.

19. Original and reverse-shipping charges

For an approved claim caused by a verified product, packing or transit fault:

• Jyoti Luxe will bear the authorised reverse-shipping cost;
• the original standard shipping charge will be refunded if the complete order is returned because of the approved fault; and
• where only one product in a multi-product order is affected, the original order-level shipping charge will not ordinarily be refunded unless required by law.

Any authorised self-shipping reimbursement may require a valid shipping receipt.

20. Promotional products and freebies

If a promotional free product was supplied with the affected item or order, it may need to be returned where the complete order or qualifying product is returned.

If the promotional product is not returned, Jyoti Luxe may deduct its disclosed value only where this was part of the original promotion and such deduction is legally permitted.

A missing or defective promotional item included in the confirmed order may also be reported for verification.

21. Fraudulent or abusive claims

Jyoti Luxe may decline or investigate claims involving:

• altered photographs or videos;
• edited or interrupted unboxing evidence presented as continuous;
• substitution of another product;
• false missing-item reports;
• deliberate customer-caused damage;
• repeated suspicious claims; or
• misuse of the return process.

Jyoti Luxe may restrict future COD orders or website access where fraud or repeated misuse is reasonably established, subject to applicable law.

22. Consumer rights

This policy supplements and does not reduce rights available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other applicable law.

Nothing in this policy excludes a remedy required for a product that is:

• defective;
• deficient;
• spurious;
• materially misdescribed;
• different from the product ordered; or
• otherwise subject to a non-waivable statutory remedy.

23. Contact us

For return, exchange or refund assistance, contact:

Jyoti Luxe
A381, Pocket A, Sarita Vihar
Delhi – 110076, India

Email: care@jyotiluxe.com
Phone/WhatsApp: +91 8698582110
Support hours: Monday–Saturday, 10:00 AM–6:00 PM IST, excluding public holidays.