Returns & Exchange Policy

Last updated: 15 March 2026

At Shahane Saraf, we want you to be completely delighted with your purchase. If for any reason you are not satisfied, we offer a straightforward return and exchange process. Please review the policy below to understand the terms and conditions.

1. Return Window

We accept returns within 15 days of the delivery date. The return request must be initiated within this period through your account on our website or by contacting our customer support team. Items received after the 15-day window will not be eligible for return or refund.

2. Eligibility Conditions

To be eligible for a return, the following conditions must be met:

• The jewelry must be in its original, unworn condition with no signs of wear, scratches, resize marks, or alterations.
• All original packaging, including the branded jewelry box, pouch, certificate of authenticity, BIS hallmark tag, and invoice, must be returned intact.
• Items must not have been engraved, customised, or personalised after purchase unless the return is due to a manufacturing defect.
• Any free gifts or promotional items received with the order must be returned along with the primary product.

3. Non-Returnable Items

The following items are not eligible for return or exchange:

• Custom and Made-to-Order Jewelry: Items that have been specifically crafted or customised to your specifications, including engraved pieces.
• Mangalsutra and Religious Items: Due to the personal and sacred nature of these items, they cannot be returned once delivered.
• Earrings and Nose Pins: For hygiene reasons, pierced jewelry items such as earrings and nose pins are non-returnable unless there is a manufacturing defect.
• Items with Broken Seals: If the tamper-proof seal on the packaging has been broken and the item shows signs of use, it will not be accepted for return.

4. Gold Exchange Programme

Shahane Saraf offers a lifetime gold exchange programme for all gold jewelry purchased from us:

• Exchange Value: You will receive up to 100% of the prevailing gold rate (based on weight and purity) when exchanging old Shahane Saraf jewelry for a new piece.
• Minimum Upgrade: The new piece must be of equal or higher value than the exchange amount. A minimum upgrade value of 20% over the exchange value is required.
• Purity Verification: Exchanged gold will be tested for purity at our facility. The exchange value will be calculated based on verified purity and current market rates.
• Making Charges: Original making charges are non-refundable. Standard making charges will apply to the new piece.
• Third-Party Gold: Gold jewelry purchased from other jewellers may be accepted at up to 90% of the prevailing gold rate after purity testing, subject to management discretion.

5. How to Initiate a Return

1. Log in to your account and navigate to My Orders.
2. Select the order containing the item you wish to return and click "Request Return".
3. Choose the reason for return and provide any supporting photographs if the item is damaged or defective.
4. Our team will review your request and respond within 24 – 48 hours with a Return Authorisation Number (RAN).
5. Once approved, our insured pickup service will collect the item from your registered address at no additional cost.

6. Inspection & Quality Check

Upon receiving the returned item at our facility, our quality assurance team will conduct a thorough inspection within 3 – 5 business days. This includes:

• Verification of product identity against the original order
• Assessment of the item's condition, purity, and weight
• Confirmation that all accompanying items (certificates, tags, packaging) are intact

If the item does not meet the return eligibility criteria, it will be shipped back to you at our cost, and the return request will be declined with a detailed explanation.

7. Refund Process

Once the return is approved after inspection:

• Online Payments (Razorpay/UPI/Card): Refund will be credited to the original payment method within 7 – 10 business days.
• Cash on Delivery Orders: Refund will be processed via bank transfer (NEFT/IMPS) to the account details you provide. Please allow 10 – 14 business days.
• Making Charges & GST: Making charges are non-refundable. Applicable GST on the gold value will be refunded.
• Shipping Charges: Original shipping charges are non-refundable unless the return is due to a defect or error on our part.

8. Exchange Process

If you wish to exchange your jewelry for a different piece instead of a refund:

• Initiate a return as described above and select "Exchange" instead of "Refund".
• Once the returned item passes inspection, we will issue a store credit equal to the approved value.
• You may use this credit to purchase any available item on our website. Any price difference must be paid at the time of the new order.
• Exchange orders are subject to product availability and current pricing.

9. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery with clear photographs of the damage. We will:

• Arrange an immediate insured pickup at no cost to you
• Offer a full replacement or refund (including shipping charges) at your choice
• Fast-track the inspection and resolution process within 3 business days

10. Cancellation Policy

• Orders may be cancelled free of charge before dispatch. Once the item has been shipped, it cannot be cancelled and must follow the return process.
• Made-to-order and customised items cannot be cancelled once production has begun.
• Cancellation refunds are processed within 3 – 5 business days to the original payment method.

11. Contact Us

For any questions or concerns about returns and exchanges, please reach out:

• Email: shahanesarafofficial@gmail.com
• Phone: +91 91583 47091
• WhatsApp: +91 91583 47091
• Store Visit: You may also visit our store in Shirur Kasar, District Beed, Maharashtra for in-person exchanges and returns.