ORDER POLICY :

We strive to provide you with an experience that makes you feel confident in your purchase and use of our products and services. We hope your selection brings you many years of enjoyment. Any customer who wishes to purchase an item from the Website can either:

1. Choose from the selection of Jewellery available on the Website and add the item to the shopping cart; or


2. Customize jewellery by adding diamond(s) to a ring, pendant, earring or any other type of jewellery that is expressly stated as customizable on the Website and then add the item to the shopping cart; or
   Call our trained consultants on +91 257 2223337 between 10 am - 7 pm IST, Mon-Sat to place an order.


3. Only registered members can make purchases online. In the event of guest user willing to make a purchase, he or she will be required to register with Jewelroof.com after adding the item to the shopping cart.
   
   At the time of placing the order, you must mention the full name of the recipient as stated in his or her government approved photo identification. You shall also provide any other mandatory information as and when deemed necessary under law at the time of purchase.
   
   In case of domestic transactions, at the point of placing the order, you may be asked to email us a scanned copy of any one of the following government approved photo identification documents.
   
   a) Driver’s License
   b) Permanent Account Number (PAN) Card
   c) Voters Identification Card
   d) Passport
   e) Aadhaar Card (Unique Identification Card)
   
   To confirm the orders, Jewelroof may at random call you and ask a verification question. Jewelroof will confirm the order only after the verification question is answered by you.
   
   In case of any suspicion or doubt, Jewelroof may ask you for certain verification documents to confirm the order. The website would confirm such an order only after the verification documents are received and audited.
   
   When you click on the payment button, you will be redirected to our secure payment gateway page, outside of Jewelroof.com. Once your transaction is successfully completed, you will be redirected to the Jewelroof.com website. At any point in time, if you incur any issues with your transaction, please do not worry or panic. Please contact our Customer Care Team and we will respond to you within 24-48 hours. If there are any genuine transaction failures, any amount that may have been debited from your account will be reversed. Please check with your bank or credit card service provider also for transaction updates.
   
   All orders are considered complete only after the payment has been received by Jewelroof. In the event that the bank rejects to honour any payment transaction made by you towards an order, the website shall have the right to refuse to ship the order to you without any liability whatsoever.
   
   Once the purchase is confirmed by you and the payment verified, the website shall process the order. Confirmation of the order is subjected to the availability of the product.
   
   On order confirmation, you will receive an email with your order details including product details, price and order number. In case you do not receive an order confirmation, please notify us via email at [email protected].
   
   You will also be able to view the status of your most recent order by visiting the Order History, in the My Account section. For further assistance in determining the status of your order, please contact our Customer Care Team.
   
   In case you wish to cancel or make a change to an existing order that has not been processed, you could do so by visiting the Order History in the My Account section or by contacting our Customer Care Team.
   
   If you need the item quickly, please contact our Customer Care Team before placing the order and we will do our best to help you.
   
   Once the purchase of the item(s) is confirmed by you, Jewelroof shall:
   
   a) In the case of Loose Diamond or customised jewellery - order for the diamond(s), set it on the Mount and deliver it to you; or
   b) In the case of Jewellery - order for the manufacture of the Jewellery and deliver it to you.
   c) In the event, if the Loose Diamond or Jewellery ordered is in stock, Jewelroof.com will Quality Check the item(s) and prepare it for shipping.
   
   You can review your order and download your invoice from the "Order history" section of your customer account by clicking "My account" on Jewelroof.com
   
   As soon as your order is dispatched, we will send you an E-mail with the courier tracking number. You can also track the status of your order by logging into your Account – My Orders section.
   
   

CUSTOMISED ORDER POLICY :

At Jewelroof.com, we will always try our best to fulfil your requests. Call our trained Jewellery consultants on +91 257 2223337 or email us at [email protected] to make any customization requests and we will be glad to customize the piece of jewellery for you. If customization for a particular design is not possible, the consultant will suggest alternatives that best suit your requirements.

For all orders, an advance payment of 50% is required to be made by you either online or offline. You can freeze metal (gold, silver and platinum) rate at the time of placing order by paying 90% advance for jewellery & 100 % advance for coins. In this case, metal rate applicable on purchase will be Jewelroof.com prevailing rate at the time of the advance payment. In the event, if you do not freeze the rate, Jewelroof.com reserves the right to apply the prevailing metal rate on the date of shipping (in case of in-store pickup orders - date of delivery) despite the order being placed earlier. The balance payment for the order shall be paid by you before the order is shipped (in case of in-store pickup orders - delivery of the product). Failure to pay the balance amount shall be treated as a cancellation of the order. Any advance amount paid by you at the time of placing the order shall not be refunded by Jewelroof.com to you in the event of cancellation of the order for any reason whatsoever.

In the event the solitaire diamond(s) selected by you gets traded in the market before you make the payment and freeze the order, Jewelroof will call you and suggest an alternate diamond. In case you choose a new diamond, Jewelroof shall confirm the new order. If the cost of the new selection is more expensive than the previous one, you shall pay the differential amount. If the cost of the new selection is less expensive than the previous one, Jewelroof shall refund the excess amount to you in the manner specified in the Jewelroof.com’s Refund Policy.

Part payment or any advance amount paid by you at the time of placing the custom order shall not be refunded by Jewelroof.com to you in the event of cancellation of the custom order for any reason whatsoever.

ORDER ACCEPTANCE POLICY

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Jewelroof.com reserves the right at any time after receipt of your order to accept or decline your order for any reason. Jewelroof.com further reserves the right any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any product. Your order will be deemed accepted by Jewelroof.com upon payment confirmation or performance of services that you have ordered, our Web servers. Some orders may need pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance department. We may require additional verifications or information before accepting any order.

Jewelroof.com also reserves the right to put a limit on the number of products purchased or orders placed through this Website. In addition, Jewelroof.com also reserves the right to put a monetary limit/value cap in terms of Indian rupees upto which only you may place order(s) on this Website. Jewelroof.com also reserves the right to put a condition that each order placed by you on this Website must be above a certain minimum monetary value in terms of Indian rupees.

Jewelroof.com reserves the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

Jewelroof.com reserves every right to reject any purchase order even after the payment is done either as full or part payment. The reason for rejection shall be given to you through the contact provided. Check the cancellation part of the terms and conditions. The refund of the payment shall be made to your account. Check the refund procedure to know how refund of the payment is done from Jewelroof.com.

If you have any questions regarding any of our policies, you can either get in touch with our Customer Care Team by emailing us at [email protected] or Calling us on +91 257 2223337 between 10 am - 7 pm IST, Mon-Sat and we’ll be happy to assist you.

CANCELLATION POLICY :

Jewelroof.com believes in helping its customers as far as possible and has therefore a liberal cancellation policy.

Cancellation by Customer :

Cancellation Before Shipping

• You can cancel the order for any genuine reason at any time before the shipment is made and for such case transaction charges shall not be refunded.
• In the event you wish to cancel an order, you have to log-in to your account and click on the "Order History" and click the cancellation button next to the relevant order. The "cancellation icon" will be active only until the order status changes to "shipped". Once the order status changes to “shipped" the "cancellation icon" link will become inactive.
• As part of usual business practice, if we receive a cancellation notice and the order has not been shipped or approved by us, we shall cancel the order and you will be refunded after deducting transaction charges from the total amount, to the same bank account through cheque or internet banking from where the payment was originally affected. You agree not to dispute the decision made by Jewelroof and accepts our decision regarding the cancellation.
• You may also place a cancellation request by notifying us via email which you had used while placing the order alongwith the order id. We reserve the right to accept or reject requests for order cancellations for any reason.
• You shall receive a confirmation call or email from our Customer Care Team. Jewelroof will make the refund for the amount due within 2-15 working days.

Cancellation After Shipping

• In such a case, if you refuse to accept the delivery of the product(s), you may have to bear the transaction and shipping charges which Jewelroof informs you while cancelling. Jewelroof will make the refund for the amount due within 2-15 days of receiving the product(s) back at the Jewelroof office and verifying that it is undamaged.

Cancellation by Company :

• Situation may occur that Jewelroof may not be able to accept an order and must cancel it. Jewelroof reserves sole discretionary right to refuse or cancel an order for any reason which the management believes appropriate. Few of the situations that leads to the cancellation of your order includes the unavailability of the product, problems identified by credit and fraudulence investigation or fraud avoidance department, inaccuracies or errors in product or pricing information, problems with your billing information, etc. If the order is cancelled by Jewelroof, after your credit or debit card is charged or if payment is processed through internet banking, the charged \paid amount will be refunded back to the same account. The cancellation of the order may be either the full order or a part of the order and the information about cancellation will be informed to you and if required shall clarify the required information.
• For the purpose of fulfilling orders in a few cases, we may require additional information or verification(s). We make sure to notify you if in case your order is cancelled partially or completely or if in case any extra data is required for the purpose of fulfilling your order. The information about cancellation will be informed to you and if required shall clarify the required information.
• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our Customer Care Team within 24 hours of receiving the product and shall return it in its original condition (unused). The Customer Care Team after looking into your complaint will take an appropriate decision. In case of such returns, the refund or exchange will be initiated only after assessment and confirmation by Jewelroof. Jewelroof reserves the right to accept or reject requests for order cancellations for any reason.

In case of defects :

You may send the delivered product if found to have ’defect while delivered’. Return for ’defect while delivered’ is to facilitate you for genuine fault and shall not be misused. Condition for ’defects while delivered’ are that the jewel should be genuinely have wears, manufacturing defects, missing stones, cracks on the stones and the jewel should be unused. In such a case it has to be reported to Jewelroof as ’defect while delivered’, on the delivered day itself (within 24 hours). If the jewel delivered to you is different from what was ordered you shall return it unused. Jewelroof reserves every right in determining if the product delivered is a ’defect while delivered’. If you tampered the jewel on purpose either to seek or not to seek any financial benefits, legal action will be taken under all applicable laws for cheating, theft forgery etc., and injury caused to the company. Jewelroof shall take legal actions against you and shall also penalize by not refunding the paid amount and the jewel. You should be aware that Jewelroof maintains every record, visual as well as legal, about the product that is shipped. Care should be taken while returning through courier. The product should be returned in same condition as delivered by Jewelroof along with the attached security tag sent (without tampering the Security tag).

KINDLY NOTE :

• Refunds if any, will be made to the same mode of payment that was used for placing the order by you.
• Cancellation of order shall happen either by you or by Jewelroof.
• Jewelroof reserves the right to accept or reject requests for order cancellations for any reason.
• Customized Jewellery which includes made to order pieces, special ring size, customized designs or pieces with personalized engraving, manufactured or ordered in line with specific instructions from you shall not be entertained for cancellation, before or after delivery.

If you have any questions regarding any of our policies, you can either get in touch with our Customer Care Team by emailing us at [email protected] or Calling us on +91 257 2223337 between 10 am - 7 pm IST, Mon-Sat and we’ll be happy to assist you.