M/S MULIYA KRISHNA BHAT SONS JEWELLERS
SINCE 1991
This Refund, Return and Cancellation Policy applies to purchases and jewellery purchase plans offered through Muliya Krishna Bhat Sons Jewellers, our authorised stores and other services operated by Muliya Krishna Bhat Sons Jewellers (“Company”, “we”, “us” or “our”).
This Policy should be read together with our Terms and Conditions, Privacy Policy, Shipping Policy and the specific terms applicable to any jewellery purchase plan.
By placing an order, making an instalment payment or enrolling in a jewellery purchase plan, you agree to this Policy.
This Policy applies to:
Gold, silver, diamond and gemstone jewellery;
Ready-to-ship jewellery;
Made-to-order and customised jewellery;
Gold or silver coins and bullion, where offered;
Fixed-instalment jewellery purchase plans;
Flexible or unfixed jewellery purchase plans;
Gold-weight accumulation plans;
Cash-credit jewellery purchase plans; and
Payments made through UPI, cards, net banking, payment gateways, bank transfer or other approved payment methods.
Orders for standard, ready-to-ship jewellery may be cancelled before the order has been dispatched.
To request cancellation, customers must:
Use the cancellation option available through their account; or
Contact customer support at [email protected] or +91 7760 829 990.
A cancellation request is not considered accepted until confirmation is issued by us.
Where an eligible order is cancelled before dispatch, the amount paid will be refunded according to Section 11 of this Policy.
Once an order has been dispatched, it cannot ordinarily be cancelled.
The customer may:
Refuse delivery, where permitted by the delivery partner; or
Accept delivery and request a return under this Policy.
For change-of-mind cancellations after dispatch, outward shipping, return shipping and insurance charges may be deducted from the refund where such charges were clearly disclosed.
No shipping or insurance deduction will be made where the cancellation or return results from an error attributable to us.
Orders for the following products may be cancelled only before manufacturing or customisation begins:
Engraved jewellery;
Personalised jewellery;
Resized jewellery;
Made-to-order jewellery;
Jewellery manufactured according to customer specifications;
Products incorporating customer-selected stones, names, dates or designs; and
Specially sourced products.
Once manufacturing, engraving, alteration, resizing or customisation has started, the order cannot be cancelled for change-of-mind reasons.
This restriction does not apply where the product is defective, damaged, incorrectly supplied or materially different from the approved specifications.
We may cancel an order where:
The product is unavailable;
A pricing, weight or product-description error has occurred;
Payment has failed, been reversed or cannot be verified;
Customer verification cannot be completed;
We suspect fraud or unauthorised payment activity;
Delivery is not available at the provided address;
The order violates applicable law; or
Manufacturing or fulfilment becomes impossible.
Where we cancel a paid order, the entire amount received for the cancelled order will be refunded without cancellation charges.
Eligible standard jewellery products may be returned within 7 calendar days from the date of delivery.
The return request must be submitted within the return period. Products sent without an approved return request may not be accepted.
The return period will be calculated from the date on which the product is recorded as successfully delivered.
A product may be eligible for return where:
The return request is submitted within the applicable return period;
The product is unused and has not been worn other than for reasonable inspection;
The product has not been altered, resized, engraved, polished or repaired after delivery;
The original tag, HUID details, certificate and product identification remain intact;
The product is returned with its original invoice;
All certificates, packaging, accessories, complimentary items and promotional gifts are returned;
The product has not been damaged due to misuse, negligence or improper storage; and
The product passes our quality, weight, purity and tampering inspection.
Acceptance of a return request does not automatically mean that the refund has been approved. Refund approval is subject to inspection of the returned product.
The following products are ordinarily not eligible for return solely because the customer changed their mind:
Customised or personalised jewellery;
Engraved products;
Resized or altered jewellery;
Made-to-order products;
Products manufactured according to customer specifications;
Products damaged after delivery;
Products with removed, altered or damaged tags;
Products with missing invoices or certificates;
Products showing signs of use, wear or tampering;
Pierced earrings and other hygiene-sensitive products;
Loose diamonds or gemstones that have been unsealed;
Gold or silver coins and bullion;
Gift cards, vouchers or promotional credits;
Products purchased under final-sale or non-returnable promotions; and
Products returned after the applicable return period.
These exclusions do not apply where a product is defective, damaged during delivery, incorrectly supplied, counterfeit, deficient in declared purity or materially different from its description.
Customers should inspect the product immediately after delivery.
Customers should contact us preferably within 48 hours of delivery where:
The package appears tampered with;
The product is damaged;
An item is missing;
The wrong product has been delivered;
The product does not match the order;
The product has a manufacturing defect;
The declared weight or purity appears incorrect; or
The product is materially different from its description.
The customer should provide:
Order number;
Registered mobile number;
Description of the issue;
Photographs of the product;
Photographs of the packaging and shipping label; and
Any other reasonably required information.
An unboxing video may assist our investigation but will not be treated as the only acceptable evidence.
After verification, we may offer:
Repair;
Replacement;
Exchange;
Correction of the product;
Refund; or
Another appropriate remedy agreed with the customer.
Where the product is confirmed to be damaged, defective or incorrectly supplied due to our error, we will bear the reasonable return-shipping cost.
Where a customer raises a concern regarding the declared purity, hallmark or HUID of a product, we may request that the product be submitted for inspection or testing through an appropriate authorised facility.
The product must not be melted, altered, repaired or tested through an unauthorised process before being returned to us.
Where a purity deficiency or hallmarking issue attributable to us is confirmed, the customer will be provided an appropriate remedy, which may include replacement, refund or compensation as required under applicable law.
Customers may independently verify eligible HUID-marked jewellery through the official BIS verification facility.
To initiate a return:
Log in to the customer account and select the relevant order; or
Contact [email protected] or +91 7760 829 990.
Provide the order and return details requested by customer support.
Wait for return approval and return instructions.
Pack the product securely with the original invoice, certificates, tags, packaging and accessories.
Hand over the package to our authorised pickup partner or send it to the approved return address.
Products must not be sent to any store, warehouse or office without prior return authorisation.
We are not responsible for products sent to an incorrect or unauthorised address.
Where the return results from:
A defective product;
Damage during delivery;
An incorrect product;
Missing items;
A material mismatch with the product description; or
An error attributable to us,
we will arrange or reimburse reasonable return shipping.
For eligible change-of-mind returns, return shipping and insurance charges may be borne by the customer.
Jewellery must be shipped using the return method approved by us. Customers should not send valuable jewellery through ordinary, uninsured post.
Returned jewellery will be inspected for:
Product identity;
Weight;
Purity;
Hallmark and HUID details;
Diamond or gemstone details;
Alteration or resizing;
Damage;
Wear and tear;
Missing components;
Replacement or substitution;
Tag and certificate status; and
Signs of tampering.
Inspection will ordinarily be completed within 5 business days after the returned product is received.
Where specialist testing is required, additional time may be necessary. The customer will be informed of any material delay.
Where a returned product fails inspection, we will provide the reason for rejection. The product may be returned to the customer after payment of applicable shipping and insurance charges.
For an approved change-of-mind return, the refund will be based on the amount actually paid for the returned product.
The refund will not be recalculated using the gold, silver, diamond or gemstone price prevailing on the return date.
Where disclosed and legally permissible, the following may be deducted:
Outward shipping charges;
Return shipping charges;
Insurance charges;
Non-refundable customisation charges;
Gift-wrapping charges;
Value of missing complimentary products;
Discounts dependent on minimum order value; and
Other charges directly incurred because of the return.
The amount will not be increased because the gold price increased after purchase or reduced merely because the gold price decreased after purchase.
Where the return results from a defect, delivery damage, incorrect supply or another error attributable to us, the customer will receive an appropriate remedy without return-shipping deductions.
Where a refund is approved, it will include the amount paid for the affected product and any refundable charges associated with that product.
Where multiple products were purchased in one order, the customer may return only eligible products.
Any discount, coupon, promotional benefit or free gift linked to the total order value may be recalculated after the partial return.
If the remaining order no longer qualifies for a promotion, the value of the promotional benefit may be adjusted from the refund.
Approved refunds will ordinarily be initiated within 7 business days after:
Cancellation approval; or
Completion of return inspection.
Refunds will generally be made to the original payment method.
Depending on the bank, card issuer, UPI provider or payment gateway, additional processing time may be required before the amount appears in the customer’s account.
For payments made through cash or another method that cannot be automatically reversed, the customer may be required to provide:
Bank-account details;
Cancelled cheque;
Bank statement;
Identity proof; and
Any other information required to verify account ownership.
Refunds will be made only to the customer, original payer or another person lawfully entitled to receive the amount.
We will not ordinarily issue refunds to unrelated third-party bank accounts.
Eligible standard jewellery may be exchanged within the applicable return period, subject to:
Product inspection;
Product availability;
Price difference;
Applicable taxes;
Making charges;
Shipping charges; and
Other disclosed charges.
Where the replacement product costs more, the customer must pay the difference.
Where the replacement product costs less, the balance may be refunded or issued as purchase credit according to the customer’s choice and applicable terms.
Customised, altered, engraved and made-to-order products are not eligible for exchange unless defective or incorrectly supplied.
A request made after the return period may be treated as a buyback or old-gold exchange request rather than a return.
Buyback value may be based on:
Purity;
Net recoverable precious-metal weight;
Prevailing buyback rate;
Stone deductions;
Melting or refining loss;
Testing charges;
Damage or alteration; and
Applicable taxes.
Making charges, wastage charges, taxes, delivery charges and the original gemstone value may not be fully recoverable under a buyback arrangement.
The applicable buyback or exchange policy in force on the date of the buyback transaction will apply.
Where payment has been debited but the order or instalment is shown as unsuccessful, customers should contact us with the transaction reference number.
We will verify whether the payment was received.
Where the amount was not received by us, the reversal will be handled by the customer’s bank or payment provider.
Where the amount was received by us but the order was not created, we will:
Confirm the order;
Credit the relevant jewellery-plan instalment; or
Process a refund,
depending on the customer’s request and product availability.
Where the same order or instalment is paid more than once, the verified duplicate amount may be:
Refunded;
Adjusted against another eligible purchase;
Adjusted against a future instalment; or
Added to the customer’s purchase credit,
as agreed with the customer.
Duplicate-payment refunds will ordinarily be initiated within 7 business days after verification.
Customers may request early closure of a jewellery purchase plan before the completion date.
A request may be submitted through:
The customer account;
The mobile application;
An authorised store;
+91 7760 829 990.
Identity and payment verification may be required before a plan is closed.
When a customer closes a plan before completing all required instalments:
The customer will be entitled to the eligible instalment amounts actually received by us.
The customer will not be eligible for any maturity bonus, promotional contribution, making-charge discount, bonus grams or completion benefit.
No interest or investment return will be paid.
Any benefit that was provisionally displayed but had not been earned may be removed.
Failed, reversed, disputed or chargeback payments will not be included.
Any legally permissible deduction must have been clearly disclosed in the applicable plan terms.
Amounts validly paid by the customer will not be forfeited merely because the plan was closed early.
The early-closure refund will ordinarily be based on the actual monetary amount paid by the customer and will not be recalculated according to the current gold price.
Where instalments were displayed as credited gold grams, the credited grams represent the entitlement described in the applicable plan.
Upon early closure, the customer may be offered either:
Redemption of eligible credited grams against qualifying jewellery; or
Refund of the actual instalment amount paid,
according to the plan terms and the customer’s selected closure option.
A cash refund will not ordinarily be calculated using the gold price prevailing on the closure date unless the applicable plan expressly provides for such calculation.
Making charges, wastage charges, gemstone value, taxes and other product charges may remain payable where the customer chooses jewellery redemption.
For cash-credit purchase plans, the customer may request a refund of the eligible amount actually paid.
No interest, bonus or promotional contribution will be payable where the plan is closed before satisfying its completion conditions.
The early-closure rules apply to both:
Fixed-instalment plans; and
Flexible or unfixed-instalment plans.
Missed or irregular instalments may affect eligibility for promotional benefits but will not, by themselves, result in forfeiture of instalment amounts validly received.
After completing the plan, customers may redeem their eligible purchase credit, credited gold weight and earned benefits against qualifying jewellery according to the plan terms.
Where the customer requests a cash refund instead of jewellery redemption:
The actual instalment amount paid may be refunded;
Promotional contributions, bonus grams and jewellery-specific discounts may not be payable in cash;
No interest will be payable; and
The refund will be subject to identity, payment and bank verification.
Any more favourable right provided by the specific plan document will continue to apply.
Where we discontinue or cancel a plan for reasons not caused by the customer, the customer will be offered an appropriate option, which may include:
Refund of all eligible instalment amounts received without cancellation charges;
Transfer to an equivalent plan with customer consent; or
Redemption against eligible jewellery.
We will not transfer a customer to another plan without informing the customer and obtaining any consent required by law.
Eligible plan-closure refunds will ordinarily be initiated within 10 business days after:
Receipt of the closure request;
Completion of identity verification;
Reconciliation of all instalment payments;
Confirmation that no payment dispute or chargeback is pending; and
Receipt of verified bank-account information where required.
Additional processing time may be required by the customer’s bank or payment provider.
Where a plan member dies, the nominee or legal heir may request:
Plan closure and eligible refund; or
Redemption of the eligible plan entitlement.
We may request:
Death certificate;
Nominee identification;
Legal-heir or succession documents;
Bank-account proof;
Indemnity; and
Other documents reasonably required to establish legal entitlement.
No payment or redemption will be processed until the claimant’s entitlement has been verified.
We may place a refund or plan closure on temporary hold where:
Fraud is suspected;
Identity cannot be verified;
A payment is under chargeback;
A bank or payment provider is investigating the transaction;
Ownership of the account or funds is disputed;
A court or authority has issued a restriction; or
The customer has submitted materially false information.
A temporary hold will continue only for as long as reasonably necessary to investigate or comply with legal requirements.
Where an order includes a free product, promotional gift, voucher or benefit, the promotional item must also be returned if the qualifying purchase is returned.
Where the promotional item is not returned, its disclosed value may be deducted from the refund.
Promotional credits, referral benefits, bonus grams and jewellery-plan contributions are not ordinarily refundable in cash.
We will send refund-related communication through the customer’s registered email address, mobile number, application notification or account dashboard.
Customers are responsible for keeping their contact and bank information accurate.
A refund confirmation means that we have initiated the refund. The date on which the amount appears in the customer’s account may depend on the relevant bank or payment provider.
For complaints regarding cancellation, return, replacement, exchange or refund, contact:
Grievance Officer:
Designation:
Legal Business Name: Muliya Krishna Bhat Sons Jewellers
Address: Koingodi Complex, Main Road, Srirampete, Sullia, Mangalore, Karnataka - 574239
Email: [email protected]
Telephone: +91 7760 829 990
Working Hours:
We will acknowledge consumer complaints within 48 hours and endeavour to resolve them within one month from the date of receipt.
Customers may also approach the National Consumer Helpline or an appropriate Consumer Commission.
Nothing in this Policy limits any right or remedy available to a customer under applicable Indian consumer-protection law.
Restrictions relating to change-of-mind returns will not prevent a customer from seeking an appropriate remedy where a product is:
Defective;
Damaged;
Incorrectly supplied;
Counterfeit;
Materially different from its description;
Deficient in declared purity; or
Otherwise non-compliant with applicable law.
We may update this Policy to reflect changes in law, products, payment methods or business operations.
The updated Policy will be published with a revised “Last Updated” date.
Changes will not retrospectively reduce refund or cancellation rights already earned under a confirmed order or jewellery purchase plan unless required by law or accepted by the customer.
Legal Business Name: Muliya Krishna Bhat Sons Jewellers
Registered Address: Koingodi Complex, Main Road, Srirampete, Sullia, Mangalore, Karnataka - 574239
GSTIN:
BIS Jeweller Registration Number:
Website: https://muliyakrishnabhatsons.com/
Customer Support Email: [email protected]
Customer Support Phone: +91 7760 829 990