1. Introduction

This Return, Exchange, Cancellation and Refund Policy applies to all products purchased from PRISH, a partnership firm engaged in the online sale of imitation jewellery, fashion jewellery, artificial jewellery, accessories and related products.

At PRISH, every reasonable effort is made to ensure that products are checked, packed and dispatched in good condition. Since imitation jewellery is a delicate, fashion-based and personal-use product category, returns, exchanges, cancellations and refunds shall be governed strictly by this Policy.

By placing an order with PRISH, the customer confirms that he/she has read, understood and agreed to this Policy.

2. Applicability of this Policy

This Policy shall apply to purchases made through any of the following channels:

1. PRISH official website.

2. PRISH WhatsApp order channel.

3. PRISH Instagram, Facebook or other social media pages.

4. Direct online orders accepted by PRISH.

5. Any other official digital sales channel operated by PRISH.

Where products are sold through third-party marketplaces, the terms of the respective marketplace may also apply in addition to this Policy.

3. Return Eligibility

A product shall be eligible for return or exchange only in the following cases:

1. The product received is damaged at the time of delivery.

2. The product received is defective.

3. The product received is materially different from the product ordered.

4. Wrong product, colour, design, size or quantity has been delivered.

5. Any item is missing from the package, subject to verification.

The customer must raise the return or exchange request within 48 hours from the time of delivery. Any request raised after this period may not be accepted.

4. Mandatory Proof for Return or Exchange

For claims relating to damaged product, defective product, wrong product, missing item, empty package or quantity mismatch, the customer must provide the following:

1. Order number.

2. Customer name and registered mobile number/email ID.

3. Clear photographs of the product.

4. Clear photographs of the outer packaging.

5. Photograph of the shipping label/courier label.

6. Invoice or order confirmation.

7. Clear and continuous unboxing video, wherever required by PRISH.

The unboxing video should clearly show the sealed package before opening, the opening of the package and the condition/content of the product received. PRISH reserves the right to reject the claim if proper evidence is not provided.

5. Non-Returnable and Non-Exchangeable Products

Due to hygiene, product sensitivity, personal-use nature and fashion category limitations, the following products shall not be eligible for return or exchange unless received in damaged, defective or wrong condition:

1. Earrings.

2. Nose pins.

3. Hair accessories.

4. Anklets.

5. Personal-use accessories.

6. Customised jewellery.

7. Made-to-order products.

8. Pre-order products.

9. Products purchased under sale, clearance sale, festive offer or discount campaign.

10. Products purchased using special coupons or promotional pricing.

11. Products damaged due to customer handling.

12. Products showing signs of use, wear, sweat, perfume exposure, water exposure, chemical exposure, sanitizer exposure or improper storage.

13. Products without original tags, labels, invoice, pouch, box or packaging.

14. Products with minor colour variation caused due to screen/display settings.

15. Products with minor size, finishing, shine, stone, bead or design variation normally associated with imitation or handcrafted jewellery.

6. Conditions for Accepting Return or Exchange

PRISH shall accept a return or exchange only if all the following conditions are fulfilled:

1. The request is raised within the prescribed timeline.

2. The product is unused and in original condition.

3. The product is not worn, altered, washed, broken, bent, damaged or tampered with.

4. Original tags, labels, cards, pouches, boxes, invoice and packaging are intact.

5. The product received back by PRISH matches the product originally dispatched.

6. The customer provides all required proof, photographs and videos.

7. The product passes PRISH internal quality inspection.

7. Process for Raising Return or Exchange Request

To raise a return or exchange request, the customer must contact PRISH within 48 hours from delivery and provide the following details:

Order Number - Mandatory

Customer Name - Mandatory

Mobile Number / Email ID - Mandatory

Product Name / Code - Mandatory

Reason for Return / Exchange - Mandatory

Product Photographs - Mandatory

Packaging Photographs - Mandatory

Unboxing Video - Required in damage/wrong/missing product cases

Invoice / Order Confirmation - Mandatory

The request may be submitted through PRISH official customer support email, WhatsApp number or any other official support channel notified by PRISH.

8. Verification of Return or Exchange Request

After receiving the return/exchange request, PRISH shall verify the claim based on order records, dispatch records, product photographs, packaging photographs, unboxing video, courier/shipping details and internal quality check. PRISH may approve or reject the request after verification.

9. Grounds for Rejection of Return or Exchange

1. Request is raised after 48 hours of delivery.

2. Product is used, worn, altered, damaged or tampered with.

3. Product is returned without original packaging, tags, invoice or accessories.

4. Required proof, photographs or unboxing video is not provided.

5. Product falls under a non-returnable category.

6. Damage is caused due to customer mishandling.

7. Product has been exposed to water, sweat, perfume, cosmetics, chemicals or sanitizer.

8. Claim relates only to minor colour, size, finish, shine or design variation.

9. Product was purchased during sale, clearance, offer or discount period.

10. Product is customised, personalised, made-to-order or pre-ordered.

11. Returned product does not match the product originally dispatched.

10. Reverse Pickup and Return Shipping

Where reverse pickup is available at the customer location, PRISH may arrange pickup through its courier/logistics partner. Where reverse pickup is not available, the customer may be required to ship the product to the address provided by PRISH.

Wrong product delivered - Borne by PRISH, subject to verification

Damaged/defective product delivered - Borne by PRISH, subject to verification

Exchange due to customer preference - Borne by customer

Size/design/colour preference issue - Borne by customer

Return rejected after inspection - Re-shipping charges may be borne by customer

PRISH shall not be responsible for loss or damage of return shipment sent directly by the customer without proper packing or without prior approval.

11. Inspection After Receipt of Returned Product

Once the returned product is received by PRISH, it shall be inspected by the quality check team. Refund or exchange shall be processed only after the product passes inspection. If the returned product is found used, damaged, incomplete, altered, tampered with, missing tags, missing invoice, missing accessories or different from the product originally dispatched, PRISH may reject the request.

In such cases, the product may be sent back to the customer and re-shipping charges may be payable by the customer.

12. Exchange Policy

Exchange may be provided only after approval of the exchange request and shall be subject to product availability, verification of claim, receipt of original product by PRISH, successful quality inspection, payment of price difference, if any, and payment of applicable shipping charges, if any.

If the same product is unavailable, PRISH may offer an alternative product, store credit or refund, wherever applicable and approved by PRISH.

13. Refund Eligibility

Refund shall be applicable only where the return request is approved by PRISH, the product is received back by PRISH, the product passes quality inspection, the product was damaged, defective or wrongly delivered, replacement/exchange is unavailable, order is cancelled before dispatch and approved by PRISH, or any other case specifically approved by PRISH.

Refund shall not be applicable for customer preference change, minor variation, wrong selection by customer, product misuse, delayed return request or non-returnable products.

14. Refund Mode

1. Original payment method.

2. UPI transfer.

3. Bank transfer.

4. Store credit.

5. Any other method mutually agreed between PRISH and the customer.

For Cash on Delivery orders, refund may be processed through UPI, bank transfer or store credit after the customer provides correct payment details.

15. Refund Timeline

Once the return is approved and the returned product passes inspection, PRISH shall initiate the eligible refund within 7 to 10 working days.

The actual credit of refund to the customer account may depend on banks, payment gateways, UPI service providers or wallet service providers.

PRISH shall not be responsible for delays caused by banks, payment gateways, courier partners or third-party service providers.

16. Store Credit

1. May be used for future purchases from PRISH.

2. Shall be valid for the period communicated by PRISH.

3. Shall not be transferable.

4. Shall not be redeemable for cash.

5. Shall not be extended after expiry unless approved by PRISH.

17. Cancellation by Customer

The customer may request cancellation of an order before dispatch.

Once the product is packed, shipped or handed over to the courier partner, cancellation may not be possible.

Cancellation requests shall be subject to the order status and approval by PRISH.

If the cancellation request is approved before dispatch, eligible refund shall be processed as per this Policy.

18. Cancellation by PRISH

PRISH reserves the right to cancel any order in the following cases:

1. Product is out of stock.

2. Product fails quality check before dispatch.

3. Pricing error or listing error.

4. Payment failure.

5. Suspicious or fraudulent transaction.

6. Incorrect or incomplete delivery details.

7. Delivery location is not serviceable.

8. Bulk order appears suspicious or unauthorised.

9. Customer is unreachable.

10. Force majeure or circumstances beyond PRISH control.

In such cases, any amount received from the customer shall be refunded, where applicable.

19. Damaged, Defective or Wrong Product Claims

For damaged, defective, wrong product or missing product claims, the customer must inform PRISH within 48 hours from delivery.

The claim must be supported with clear unboxing video, product photographs, outer packaging photographs, shipping label photograph and invoice/order details.

Claims raised after 48 hours may not be accepted.

20. Minor Colour, Design and Finish Variation

PRISH makes reasonable efforts to display product images and descriptions accurately.

However, actual product colour, shine, finish, size or appearance may slightly vary due to screen/display settings, lighting during photography, handmade or handcrafted nature, batch-to-batch variation, stone, bead, pearl or metal-tone variation and product finishing process.

Such minor variations shall not be treated as defects and shall not qualify for return, exchange or refund.

21. Product Care Responsibility

1. Keep products away from water.

2. Avoid contact with sweat, perfume, sanitizer, cosmetics and chemicals.

3. Store products in a dry pouch or box.

4. Wipe gently after use.

5. Avoid bending, pulling or rough handling.

6. Keep products away from direct sunlight and moisture.

7. Keep products away from children.

Damage caused due to improper use, poor storage, mishandling or exposure to water/chemicals shall not be eligible for return, exchange or refund.

22. Cash on Delivery Orders

1. Refund, if approved, may be processed through bank transfer, UPI or store credit.

2. Customer must provide correct bank/UPI details.

3. PRISH shall not be responsible for delay due to incorrect details.

4. COD handling charges, if any, may not be refundable.

PRISH reserves the right to disable COD facility for selected customers, locations, products or order values.

23. Sale and Discounted Products

Products purchased during sale, clearance sale, festive offer, special discount, promotional campaign or coupon-based sale shall not be eligible for return or exchange unless they are received in damaged, defective or wrong condition.

24. Customised and Made-to-Order Products

Customised, personalised, pre-order or made-to-order products are specially arranged or prepared as per customer requirement.

Such products shall not be eligible for cancellation, return, exchange or refund unless there is a proven defect or wrong product delivery.

Advance amount paid for such orders may be non-refundable.

25. Final Decision

All return, exchange, cancellation and refund requests shall be subject to verification, approval and inspection by PRISH.

The decision of PRISH shall be final and binding, subject to applicable law.

26. Contact for Returns and Refunds

Business Name - PRISH

Customer Support Email - [●]

Customer Support Phone / WhatsApp - [●]

Business Address - [●]

Working Hours - [●]

Contact Person / Grievance Officer - [●]

PRISH shall not be responsible for delay or failure in refund caused due to incorrect bank account, UPI ID or payment details provided by the customer.