Refund policy

At Motiwala Jewels, we carefully inspect and quality-check our jewellery before dispatch. We want you to receive your order in perfect condition. This Return & Refund Policy explains when a product may be returned and how refunds are processed.

1. Return Eligibility

A product may be eligible for return within 7 days from the date of delivery if:

• The product is found to be defective.
• The product has been damaged during transit.
• The customer has received an incorrect product.

The return request must be raised within the applicable 7-day period.

Returns are subject to verification and approval by Motiwala Jewels.

2. Products Not Eligible for Return

The following products are generally not eligible for return:

• Custom-made jewellery
• Personalized jewellery
• Products specially manufactured or modified according to customer specifications
• Products that have been altered, resized, repaired, or modified after delivery
• Products showing signs of wear, misuse, damage, or improper handling
• Products returned without the original packaging, invoice, certificates, or other accessories where applicable

If a customized or personalized product is defective, the matter will be reviewed by Motiwala Jewels on a case-by-case basis.

3. Damaged Products

If you receive a product that appears damaged, please contact us as soon as possible and preferably within 48 hours of delivery.

To help us investigate the issue, customers may be required to provide:

• Order number
• Photographs of the product
• Photographs of the packaging
• Unboxing video, where available
• Description of the damage

The product may need to be returned to Motiwala Jewels for inspection before a return, replacement, repair, or refund is approved.

4. Wrong Product Received

If you receive a product different from the one ordered, please contact our customer support team within 7 days of delivery.

After verification, Motiwala Jewels may arrange for the incorrect product to be returned and, where applicable, provide the correct product or process an appropriate resolution.

5. Return Request Process

To request a return, contact us using the details provided below and include:

• Order number
• Customer name
• Registered mobile number or email address
• Reason for return
• Photographs/videos of the product, if applicable

Our team will review the request and provide further instructions if the return is approved.

Customers should not send products back without receiving return instructions from Motiwala Jewels.

6. Product Condition for Return

To be eligible for an approved return, the product must generally be returned:

• In its original condition
• With the original packaging
• With the original invoice
• With certificates and accompanying documents, where applicable
• Without signs of wear, alteration, repair, or misuse

All returned products are subject to inspection and verification.

7. Refunds

If a return is approved and a refund is applicable, the refund will generally be processed within 7–15 business days after the returned product has been received and successfully inspected.

The refund will normally be made through the original payment method, subject to the payment gateway and banking procedures.

The time taken for the refunded amount to appear in the customer's account may vary depending on the customer's bank or payment provider.

8. Non-Refundable Charges

Unless otherwise required by applicable law or specifically approved by Motiwala Jewels:

• Making charges are non-refundable.
• Taxes and other applicable charges may be non-refundable where applicable.
• Charges relating to customization or personalization may be non-refundable.
• Shipping charges may be non-refundable.

The final refund amount will be determined after inspection and verification of the returned product.

9. Refund for Damaged or Defective Products

Where a product is confirmed to have been damaged during transit or is found to have a manufacturing defect, Motiwala Jewels will review the case and may, at its discretion and subject to applicable law, provide an appropriate resolution such as:

• Replacement
• Repair
• Refund
• Another mutually agreed resolution

The resolution will depend on the nature of the issue, product availability, and inspection results.

10. Cancellation

Customers may request cancellation within 24 hours of placing an order, subject to management approval and provided the order has not already been processed, customized, manufactured, or dispatched.

Once an order has entered processing, customization, manufacturing, or dispatch, cancellation may not be possible.

11. Buyback

Buyback of jewellery is governed separately by the applicable buyback terms of Motiwala Jewels.

Buyback value may be determined based on the prevailing market rate of gold and diamonds and the condition and evaluation of the product.

The original invoice may be required for buyback.

Making charges and taxes are non-refundable under the buyback process, subject to the applicable terms.

12. Exchange

Motiwala Jewels does not offer general exchanges solely due to a change of mind, personal preference, or incorrect selection by the customer.

Exchange or replacement may be considered for an approved case involving a defective, damaged, or incorrect product, subject to inspection and approval.

13. Important Note

Jewellery is a valuable product. Customers are requested to carefully inspect the product upon delivery and keep all original packaging, invoices, certificates, and related documents until they are satisfied with the order.

Motiwala Jewels reserves the right to reject a return or refund request where the product does not meet the applicable return conditions or where the issue is determined to have resulted from misuse, improper care, unauthorized alteration, or normal wear and tear.

Nothing in this policy is intended to exclude or limit any rights or remedies available to customers under applicable law.

14. Contact Us

For return, refund, cancellation, or product-related assistance, please contact:

MOTIWALA JEWELS GOLD AND DIAMONDS PVT LTD

Address: Shop No. 3, 6, 7 & 8 Fortune Tower, 337, Sir J J Road, Byculla, Mumbai - 400 008, Maharashtra, India.

Mobile: +91 9920077780
Telephone: +91 022 40152254
Email: info@motiwalajewels.com / support@motiwalajewels.com

Please mention your order number in all communications regarding returns or refunds.

By placing an order with Motiwala Jewels, you acknowledge and agree to the terms of this Return & Refund Policy.