Refund policy
Refund & Cancellation Policy
This policy explains how to cancel an order and how refunds are handled for purchases made on our website.
Order Cancellation
You may request cancellation before the order is processed for shipping via our registered email sales@gehnaz.com.
If an order is already shipped/out for delivery, cancellation may not be possible; you may refuse the package at the doorstep and mail us regarding the same on sales@gehnaz.com with your registered order details and contact details.
Made-to-Order/Customised items generally cannot be cancelled once production has begun.
If Your Item Arrives Damaged/Defective
Notify us via Return option on your Website Orders Page or our registered email sales@gehnaz.com within 7 days of delivery with a complete unboxing video (from sealed package to product).
After our quality check/verification, we will offer a free replacement or refund as applicable.
If the Product Differs from Expectations
Raise a ticket within 7 days of delivery. Our team will review the case and offer the most appropriate resolution per policy.
Refund Timelines
Once a refund is approved, we initiate it to the original payment method (or bank account for COD components) within 7–10 working days; bank/payment-gateway processing may take up to 30 days in exceptional cases.
For COD (partial) orders, the prepaid portion is returned to the original method; any COD amount collected on delivery will be refunded to a bank account you nominate after verification.
Gehnaz is operated by Swarn Kalash Jewels. We may update this policy from time to time; the latest version on our website will apply.
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Return Policy
We offer refund/exchange for requests raised within the first 7 days from delivery for genuine defects (post verification). If 7 days have passed, we will be unable to offer a return/exchange/refund except as required by law.
Eligibility for a Return/Exchange
Please ensure that the item is:
1. Unused, unworn, and in the same condition as received.
2. In its original packaging with all tags, BIS/HUID (for gold), 925 marks (for silver), and any certificates (IGI/GIA) intact.
3. Accompanied by the original invoice.
4. Not a customised/personalised piece (custom items are only returnable for manufacturing defects, not for preference).
Sale items or specially marked final-sale items may be ineligible for return/exchange (as indicated on the product page).
How to Start a Return/Exchange
1. Go to My Orders on our website and select the relevant order.
2. Choose Return/Exchange and upload the unboxing video & details.
3. Once and if approved, we’ll arrange reverse pickup and share instructions.
4. After quality check at our facility, your refund/exchange will be processed per the policy above.
Non-Eligible Scenarios
Wear & tear from usage, accidental damage, or improper handling.
Items returned without original packaging/tags/certificates/invoice.
Customised or engraved pieces (unless defective).
Any item reported without a valid unboxing video (for damage/defect claims).
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Exchange Value Reference (Summary)
Diamond-studded: 80% of CMV
Gemstone-only: 70% of CMV
Plain Gold/Coins: Prevailing gold rate
CMV/prevailing rate is determined by the Company on the date of exchange using internal rate cards referencing benchmark prices (e.g., IBJA).
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Contact & Support
For any return, exchange, buyback or cancellation help, raise a request via My Orders on the website. For additional support, write to our customer care (as listed on our Contact page). We’ll guide you through pickup, evaluation, and resolution.