Shree Radhe Silver

1. Eligibility for Replacement/Refund

You are eligible to request a replacement or refund only if:

• The product received is physically damaged during transit.
• The product is defective (manufacturing defect, broken clasp, tarnished beyond normal handling, etc.).
• The product delivered is different from what was ordered (wrong item, wrong design, wrong weight).
• The product is missing parts/accessories that were included in the original listing.

We do not offer replacement or refund for:

• Change of mind, personal dislike, or "didn't look as expected."
• Minor variations in colour/shine due to photography, lighting, or screen settings.
• Products without an accompanying unmistaken, continuous unboxing video (see Section 2).
• Products that have been used, worn, resized, altered, or damaged by the customer after delivery.
• Free gifts, promotional items, or items marked "Final Sale" / "Non-Returnable" at the time of purchase.

2. Mandatory Unboxing Video Requirement

Because silver jewellery is a high-value, easily tampered category, a valid, unedited, continuous unboxing video is mandatory to raise any claim under this policy. Without it, no claim for damage, defect, or wrong item will be accepted, and the order will be treated as delivered in good and accepted condition.

Video requirements:

• Recording must begin before the courier-sealed package/box is opened, clearly showing the shipping label, tracking/AWB number, and the outer packaging condition (sealed/tampered).
• The video must be continuous and unedited — no cuts, pauses, or stitched clips.
• It must clearly show the package being opened, the inner packaging, and the product being removed, in one uninterrupted take.
• The video must clearly show the condition of the product (damage/defect/discrepancy) immediately upon opening.
• The full video must be submitted within 24 hours of delivery, along with your order number, to contact@shreeradhesilver.in or via WhatsApp.

Claims submitted without this video, or with a video that has cuts/edits, will not be processed.

3. Time Limit to Raise a Claim

• You must report any issue (with the unboxing video) within 48 hours of delivery.
• Claims raised after this window will not be accepted, except where the Consumer Protection Act mandates a longer statutory period for hidden manufacturing defects, in which case the statutory period will apply.

4. How to Raise a Claim

1. Email us at contact@shreeradhesilver.in or message us on WhatsApp within 48 hours of delivery.
2. Share your Order ID, photos of the issue, and the unedited unboxing video.
3. Our team will review the claim within 2–3 business days and inform you of the outcome.
4. If approved, we will arrange a reverse pickup through our logistics partner (Shiprocket) at no cost to you.
5. The product must be returned in its original packaging, with all tags, certificates, and accessories intact.

5. Processing Refunds & Replacements

• Once the returned product is received and inspected (and the claim is verified as genuine), we will process your refund or replacement within 7 business days.
• Refunds for the online-paid (advance) component will be credited to the original payment method (Razorpay) within 5–7 business days as per RBI's prescribed turnaround time.
• Refunds for the Cash on Delivery (COD) component, where applicable, will be processed via bank transfer/UPI to the customer's provided account, since no online instrument exists to reverse a cash payment.
• If a replacement is preferred and available, we will dispatch the replacement instead of processing a refund, at the customer's choice.

6. Order Cancellations

• Orders can be cancelled free of cost before they are shipped. Once shipped, the order cannot be cancelled and the above return process will apply if there is a genuine issue.
• No cancellation charges will be levied for cancellations made prior to dispatch.

7. Non-Returnable / Final Sale Items

Certain items (custom/made-to-order jewellery, engraved items, or items explicitly marked "Final Sale" on the product page) are not eligible for return, replacement, or refund under any circumstance, except in case of a genuine transit damage supported by a valid unboxing video.

8. Lifetime Service & Repairs

We proudly offer a lifetime service on all our silver jewellery. If your piece ever requires maintenance, re-polishing, or repair after the return period, we are here to assist you.

• While we provide the repair or maintenance service, the customer is strictly responsible for bearing the 2-way courier/shipping charges (both sending the item to us and having it shipped back).

9. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the IT Rules, 2021, for any complaints or disputes regarding this policy, you may contact our Grievance Officer:

Email: contact@shreeradhesilver.in
Address: GF 05 KAILASH COMPLEX, Near Kashi Vishveshwar Mahadev Temple, Productivity road, Alkapuri 390007 Vadodara
Response time: Acknowledgement within 48 hours, resolution within 30 days.

10. Governing Law

This policy is governed by the laws of India, including the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000. Any disputes shall be subject to the jurisdiction of the courts in Vadodara, Gujarat.

Note: This policy should be read along with our Privacy Policy and Terms & Conditions.