Return and Exchange Policy
Effective Date: 31.10.2024
Thank you for shopping at Barriq Jjewels Private Limited (“Barriq”, “we”, “us” or “our”). We take pride in our handcrafted jewellery. This document i.e., Return and Exchange Policy is designed to ensure that you are satisfied with the product you have purchased from us. In the event of certain circumstances including if you are unsure of your purchase, you may return or exchange the Product as per the below mentioned terms and conditions.
Please note that this return and exchange facility is available only in respect of Products purchased through our website - https://barriqjewels.com and is not applicable in respect of Jewellery purchased at any other store.
This Return and Exchange Policy shall at all times be read in conjunction with the terms and conditions set out in Barriq’s Terms of Use. All capitalised terms used hereinafter but not defined hereinunder, shall have the same meaning as ascribed to them in the Terms of Use.
In the event of any conflict between the terms and conditions contained in the Return and Exchange Policy and in the Terms of Use, the terms and conditions shall to the extent applicable be read in a harmonious manner. In the event the terms and conditions cannot be so read, the terms and conditions as contained in the Terms of Use will prevail and will supersede the terms and conditions contained in this Policy.
Barriq reserves the right to amend, alter, modify and replace this Return and Exchange Policy at any time without any prior notice to the Users. Once the Return and Exchange Policy is amended, altered, modified or replaced, Barriq will release the updated policy on the Barriq Platform. The updated return and exchange policy will effectively substitute the original return and exchange policy and will govern the terms of any return or exchange of Product undertaken by the Customer. The User may visit the Platform to review the latest version of the Return and Exchange policy.
1. Terms of Return and Exchange:
1.1. Barriq will deliver the Product to the Customer in packed box. The box will contain the Product, relevant certification, invoice for the Product and a jewellery care card.
1.2. If the Customer to whom the Product has been delivered, is not satisfied with the Product or has received an incorrect, defective, damaged, missing, empty or incomplete Product, the Customer may initiate a return or exchange request within 7 days from the date of receipt of the Product in the manner set out in Clause 3, subject to the following terms and conditions:
- 1.2.1. All items for which a return or exchange request is initiated shall be returned in its original condition, along with all packaging material including the accessories, boxes, tags, stickers and papers. The Product should also be accompanied by the original invoice and the relevant certification provided by Barriq at the time of delivery.
- 1.2.2. In the event the tag of any Product is damaged, removed, detached or separated in any manner, the Product will be ineligible for return or exchange and the Customer will be required to avail only the option of buy-back of the Product in accordance with the terms of the Barriq Buyback Policy as set out in the Terms of Use.
- 1.2.3. All items for which a return or exchange request is initiated shall not be used, directly or indirectly and shall be in the same condition in which it was delivered to the Customer. Any item which falls under the list of items stipulated in Clause 2 hereinunder, shall not be eligible for a return.
- 1.2.4. On receipt of the Product for return or exchange, Barriq shall have the right to inspect, examine and scrutinise the Product. Acceptance of return/exchange requests shall be subject to the Product being approved by the quality control department of Barriq or by any certified laboratory as Barriq may think fit.
- 1.2.5. All return or exchange requests shall be made for the complete Product only. No partial return or exchange of Products shall be permitted.
- 1.2.6. Any gifts issued at the time of purchase of the Products should be returned along with the Product at the time of return or exchange. In the event the Customer fails to return the e-gift vouchers, the value of the gift shall be suitably deducted/charged.
- 1.2.7. Any reward points issued to the Customer’s account at the time of purchase of the Products shall lapse in case of any return. In the event the price of the exchanged Product is different from that of the price of the Product purchased by the Customer, then the reward points shall be suitably adjusted (credited or debited) basis the difference in the prices.
- 1.2.8. No cash refund shall be permitted for Products that have been ordered using inter alia Reward Points, e-Gift Cards or through any online vouchers. Such orders shall only be eligible for an exchange as per the procedure set out in Clause 4.
- 1.2.9. An administration fee (which includes shipping charges, payment gateway charges and insurance charges) equivalent to 3% of the invoice value paid by the Customer on the Product shall be non-refundable.
- 1.2.10. No refund or exchange shall be permitted in respect of international orders.
- 1.2.11. No return or exchange shall be permitted in respect of Products that have been earlier returned to or exchanged by Barriq.
2. Non-returnable items:
2.1. No return, exchange or refund will be permitted in respect of the following cases:
- 2.1.1. Gold Coins;
- 2.1.2. Products that are made to order, customised or personalised in any manner;
- 2.1.3. Products, the size of which has been modified, altered or changed in any manner to fit the Customer;
- 2.1.4. Products that are in any manner damaged, deteriorated, eroded, or impaired due to negligence, misuse or any other reasons not attributable to Barriq;
- 2.1.5. Products that show signs of usage, wear and tear, modification or alteration by the Customer;
- 2.1.6. Products in which certain pieces, such as any precious or semi-precious stone, diamond or ruby, are missing, replaced, lost, damaged by the Client or;
- 2.1.7. Products that are not accompanied by their original packaging, accessories, boxes, tags, stickers, papers, invoices and certificates;
- 2.1.8. Products that appear to be used and stored in a manner contrary to the instructions provided in the Jewellery Care Guide;
- 2.1.9. Product being returned on the ground that it causes allergic reaction, skin irritation, rashes and/or any other side effect on the User;
- 2.1.10. Products or any component or part thereof, including but not limited to coloured stones or precious stones, that appear to be different from the Product shipped to the Customer and/or are replaced or exchanged with identical/similar looking items (or any part thereof) not purchased from Barriq;
- 2.1.11. Products in relation to which a return or exchange request is initiated after 7 days from the date of delivery of the Product to the Customer; and
- 2.1.12. Products that fail to pass the quality assurance check undertaken by the quality control department of Barriq or by any certified laboratory as Barriq may think fit.
3. Return Process:
3.1. To initiate a return request, the Customer must within 7 days from the date of receipt of the Product, take video of the Product and the send the Product to the customer care team at the contact details provided in Clause 5. The Customer must also immediately contact us at the details provided in Clause 5 and our customer care team will guide the Customer through the return process.
3.2. Upon receipt of a return request, the customer support team will verify such return request and thereafter send an email to the registered email id of the Customer along with the necessary documentation, including a voucher, that needs to be printed, signed and delivered along with the Product.
3.3. Upon receipt of the documentation stated in Clause 3.2 above, the Customer must securely repack the unused Product along with all the necessary accessories, tags, boxes, bags, stickers, papers, original invoice and certifications in the same packaging and in the same manner in which such Product was delivered to the Customer. Use of cello tapes, cling wraps, etc., directly on the Products is strictly prohibited. The Customer is requested to create a video of the Product being packed and send it to us via email along with the order number at the contact details provided in Clause 5.
3.4. Once the Customer has packed the Product along with the necessary documentation, Barriq will arrange for a courier to pick up the Product. Customers are requested to promptly answer all calls from the delivery partner to ensure a smooth reverse pick-up. In the absence of the Customer’s availability or inability to answer the calls on the scheduled day of pick-up, the delivery partner may, at their discretion, cancel the reverse pick-up. In all such cases, the Customer will be liable to bear all costs and expenses to re-deliver the Product to Barriq. The Customer to hand over to the delivery partner the Product along with the signed voucher. Upon handing over the Product to the delivery partner request the Customer to make note of the courier's airway bill number for your reference.
3.5. Upon receiving the package, we will conduct a thorough quality assurance test on the Product to ensure the Product meets the return eligibility criteria. The quality assurance check would approximately take 5 - 7 business days from the date of receipt of the Product. In the event the quality assurance check is anticipated to take longer than the period stipulated herein, we shall inform the Customer of the same.
3.6. Subject to the Product meeting the eligibility criteria for returning a Product, Barriq shall notify the Customer of the same and the Customer shall be entitled to a refund on their invoice value subject to Clause 1.2.10. The refund amount will be processed and refunded to the Customer’s account within 14 business days from the date when Barriq notifies the Customer that the Product has passed the quality assurance test. The refund will be processed only to the Customer’s account through which the payment for the Product was made, and no amount will be refunded to any other bank account.
3.7. In the event the Product fails to meet the eligibility criteria for returning a Product, Barriq reserves the sole right to determine the way forward in relation to the Product. Barriq may notify the Customer that the Product has failed to meet the quality assurance test and re-deliver the Product to the Customer or request the Customer to arrange for a re-delivery of the Product, both at the Customer’s expense. If Barriq in its sole discretion determines that though the Product has failed to meet the quality assurance test or the Product is not accompanied with all the relevant paperwork and certification, Barriq may refund such amount to the Customer as it deems fit, after reducing from such amount all replacement costs or other expenses that would have to be borne by Barriq.
3.8. Insufficient evidence or any sign of tampering, modification, alteration of the packaging may result in the claim being rejected. Barriq reserves the right of taking the final decisions in all such cases. In the event the Barriq prima facie believes that the claim is required to be investigated further, the return/exchange process as contained hereinunder shall apply.
4. Exchange Process:
4.1. In addition to the terms and conditions as set out in Clause 1 hereinabove and applicable to a return request, the following additional conditions shall apply in case of an exchange/replacement request:
- 4.1.1. The Customers shall have an option to replace/exchange their Products within 7 days from the date of delivery of their order for the invoice value subject to Clause 1.2.10 and the standard deductions such as inter alia payment gateway charges, shipping charges, and reverse-pick up charges. However, Customers are requested to note that the option of exchanging the Product can be availed only once post which the Customer can offer the Product for buyback as per the terms of the Barriq Buyback Policy.
- 4.1.2. The return process as contemplated in Clause 3 hereinabove shall mutatis mutandis apply to exchange/replacement of the Product, with necessary changes as may be relevant.
- 4.1.3. In the event the Customer has opted for an exchange of the Product, upon the Product meeting the eligibility criteria for exchanging a Product, Barriq will intimate the Customer of the same and the Customer will within 5 days of receipt of such intimation be required to notify Barriq of the details of the Product that he/she would like to exchange for the original Product. Thereafter, Barriq shall initiate the process of manufacturing the replacement Product and will thereafter deliver the replacement Product in the manner set out in the Terms of Use. Please note that the replacement Product will only be shipped after the original Product has been picked up and has passed the quality assurance test.
- 4.1.4. In the event the Product fails to meet the eligibility criteria for exchanging a Product, Barriq reserves the sole right to determine the way forward in relation to the Product. Barriq may notify the Customer that the Product has failed to meet the quality assurance test and re-deliver the Product to the Customer or request the Customer to arrange for a re-delivery of the Product, both at the Customer’s expense.
- 4.1.5. If Barriq in its sole discretion determines that though the Product has failed to meet the quality assurance test or the Products are not accompanied with all the relevant paperwork and certification the Customer may still be entitled to a refund of such amount as maybe determined by Barriq. Barriq shall intimate the Customer of the same.
- 4.1.6. The price of the Products that can be exchanged with the original Products will be based on the prices set out on the Website.
- 4.1.7. In case the value of the Product exchanged is higher than the value of the original Product, the Customer shall be required to pay the differential amount. The Customer shall not be entitled to offset such different amount by utilising any previously earned Reward Points, e- Gift-Cards and/or online vouchers.
- 4.1.8. In case the value of the Product exchanged is lower than the value of the original Product, Barriq shall credit such differential amount to the bank account of the Customer through which the payment for the Product was made.
- 4.1.9. The Customers who have access to only the Barriq World section shall be entitled to choose their exchange Product only from such section and would not be able to access the Barriq Plus Section. However, Customers who have access to the Barriq World and the Barriq Plus section shall be permitted to choose their exchange Product from the Barriq World or the Barriq Plus section.
- 4.1.10. The exchange Product shall also be subject to the terms and conditions as contained in the Terms of Use.
- 4.1.11. In the event the Customer requires any customisation, personalisation or resizing of the Product, the Customer shall be required to pay such additional charges as may be notified by Barriq.
5. Contact Us
5.1. In the event of any questions about the terms of these Return and Exchange Policy, please contact (Grievance Officer and the Nodal Officer of Barriq) Mr. Vishwam Jhaveri at hello@barriqjewels.com.
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