Returns, Exchange and Refund Policy

1. Introduction and Acceptance

This Returns, Exchange and Refund Policy ("Policy") applies to all orders placed on tulsica.com (the "Platform"), operated by Tulsica Fine Jewels Private Limited ("Tulsica", "we", "us", or "our").

By placing an order on the Platform, you ("Customer" or "you") agree to this Policy. This Policy should be read together with our Shipping and Delivery Policy, Terms of Use, and Privacy Policy.

2. Return Window

2.1 You may request a return or exchange within 7 days from the date of delivery, as recorded by the courier.

2.2 Requests submitted after the 7-day return window will not be accepted, except for manufacturing defects covered under Clause 5 or where applicable law requires otherwise.

2.3 To initiate a return or exchange request, email support@tulsica.com or call +91 8252578919. Please provide your order number, the reason for the request, and clear photographs of the product, where applicable.

3. Eligibility for Return or Exchange

3.1 A product is eligible for return or exchange only if all the following conditions are met:

• The product is unused, unworn, unaltered, and in the same condition as when delivered.
• All original tags, BIS hallmarking, certificates (including stone or diamond certificates, where applicable), invoice, and original packaging are intact.
• The product has no scratches, dents, stains, perfume marks, or other signs of wear or use.
• The product is the same item supplied by us, with matching serial numbers or hallmark identification, where applicable.

3.2 The following products are not eligible for return or exchange unless they are defective, damaged, or incorrect as described under Clause 5, or a return is otherwise required by applicable law:

• Customised, engraved, personalised, resized, or made-to-order items.
• Gold coins, bars, and bullion.
• Products purchased under special clearance or marked "final sale" on the product page.
• Products damaged, altered, or repaired after delivery.

3.3 Due to the nature and value of fine jewellery, all returned products are subject to inspection. We may reject a return if the product does not meet the eligibility requirements of this Clause, subject to applicable law.

4. Return Process

4.1 Once your return request is approved, we will arrange a reverse pickup from your delivery address through our courier partner, subject to service availability at your pincode.

4.2 Pack the product securely in its original packaging, including the invoice, certificates, and other accessories supplied with the product. Hand over the parcel only after the pickup executive confirms the pickup details and order number.

4.3 If reverse pickup is unavailable at your pincode, we will provide instructions for shipping the product to us. Applicable return shipping costs will be handled in accordance with Clause 6.

4.4 Please retain the pickup receipt or tracking details until the return process is complete. You remain responsible for the product until it is received by us, subject to applicable law.

5. Defective, Damaged, or Wrong Products

5.1 If you receive a product that is damaged, defective, tampered with, or different from the product ordered, please report the issue within 48 hours of delivery by emailing support@tulsica.com.

Include your order number, clear photographs, and an uncut unboxing video showing the sealed package being opened, in accordance with our Shipping and Delivery Policy.

5.2 Following verification, we will offer a replacement or a refund of the amount paid, as appropriate and available, and in accordance with applicable law.

5.3 For verified cases covered by this Clause, reverse pickup will be free of charge and no return shipping deduction will be applied.

5.4 Claims may not be accepted for damage caused after delivery, misuse, or normal wear and tear, or where the reporting window or documentation requirements have not been met, except where applicable law requires otherwise.

6. Return Shipping Cost

6.1 For returns of products that are not defective, damaged, or incorrect, reverse pickup will be arranged where available. The applicable return shipping cost will be deducted from your refund.

6.2 The applicable deduction will be communicated to you before the return is confirmed.

6.3 No return shipping deduction will be made for verified cases covered under Clause 5.

7. Quality Check and Inspection

7.1 After receiving the returned product, we will inspect it within 3 business days to verify that it meets the eligibility requirements under Clause 3.

7.2 If the product passes inspection, the refund or exchange will be processed in accordance with Clauses 8 and 9.

7.3 If the product fails inspection due to signs of use, damage, missing hallmarking, missing certificates or packaging, or a product mismatch, we may reject the return, subject to applicable law.

Where a return is rejected, we will arrange to send the product back to you at your cost, where legally permitted. If you do not respond within 7 days of our notice, we may take further steps after issuing a final notice, to the extent permitted by applicable law.

8. Refunds

8.1 Approved refunds will be initiated to the original payment method within 7–10 business days after the returned product passes inspection. The time required by your bank or payment provider to credit the refund may vary and is outside our control.

8.2 For Cash on Delivery (COD) orders, refunds will be made through bank transfer or UPI. You must provide valid payment details and may be asked to verify them.

8.3 The refund amount will be based on the price paid, as shown on your invoice, less any applicable deduction under Clause 6. Refunds will be calculated using the invoice value and will not be adjusted for subsequent changes in gold, silver, or gemstone market prices.

8.4 If discounts, coupons, promotional offers, or free gifts were applied to your order, the refund will be adjusted accordingly. Any free gift supplied with the order must also be returned where required as part of the return.

8.5 Amounts paid using gift cards, store credit, or wallet balances will be refunded in the same form, subject to applicable law and the relevant payment terms.

9. Exchange

9.1 You may exchange an eligible product for another product available on tulsica.com, subject to stock availability and this Policy.

9.2 If the replacement product costs more than the original product, you must pay the difference before dispatch. If it costs less, the difference will be refunded in accordance with Clause 8.

9.3 Return shipping costs for exchanges will be handled in accordance with Clause 6. The replacement product will be shipped to you free of charge, subject to our Shipping and Delivery Policy.

9.4 If the requested replacement product is unavailable, we will offer an alternative product or a refund, as applicable.

9.5 Each order item may be exchanged only once, subject to applicable law.

10. Order Cancellation

10.1 You may request cancellation before dispatch by emailing support@tulsica.com. Approved cancellations before dispatch will receive a full refund in accordance with Clause 8.1.

10.2 Once an order has been dispatched, it cannot be cancelled through the cancellation process. You may refuse delivery or request a return in accordance with this Policy and applicable law.

10.3 Refused Cash on Delivery parcels will be handled in accordance with our Shipping and Delivery Policy.

10.4 We may cancel an order due to stock unavailability, a pricing or listing error, unsuccessful verification, suspected fraud, or a non-serviceable pincode. If payment has already been received, we will refund the amount paid in full.

11. Pricing and Listing Errors

If a product is listed at an obviously incorrect price because of a technical or human error, we may cancel the order and issue a full refund, even if the order has been confirmed, subject to applicable law.

12. Hallmarking and Authenticity

All gold jewellery will be sold with BIS hallmarking as required by applicable law. If you have a genuine concern regarding the purity or authenticity of a product, please contact support@tulsica.com.

We will review the concern and, if it is verified, handle the matter in accordance with Clause 5 and applicable law.

13. Misuse and Fraud

Where we reasonably suspect fraud, abuse of this Policy, substitution or return of a different product, or repeated returns without a genuine reason, we may refuse a return, refund, or exchange, or restrict the relevant account, to the extent permitted by law.

Nothing in this Clause limits your statutory rights under applicable consumer protection laws.

14. Non-Receipt of Refund

If you do not receive an approved refund within the stated timeframe, first check the status with your bank or payment provider. If the amount has not been credited, contact support@tulsica.com with your order number and relevant payment details.

15. Data Protection

We process personal information required to manage returns, exchanges, refunds, customer support, and related transactions in accordance with our Privacy Policy and applicable data protection laws, including the Digital Personal Data Protection Act, 2023, to the extent applicable.

16. Limitation of Liability

To the extent permitted by applicable law, our liability under this Policy will be limited to the value of the order concerned.

Nothing in this Policy excludes, restricts, or limits any consumer rights or remedies that cannot lawfully be excluded or limited under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

17. Changes to This Policy

We may update or amend this Policy from time to time. The revised version will apply from the date it is published on the Platform, subject to applicable law. Orders already placed will be governed by the Policy applicable at the time of the order, unless otherwise required by law.

18. Governing Law and Jurisdiction

This Policy is governed by the laws of India. Subject to applicable consumer rights and mandatory legal requirements, the courts at Nawada, Bihar – 805110, will have jurisdiction over disputes arising under this Policy.

19. Grievance Officer and Contact

In accordance with applicable provisions of the Consumer Protection (E-Commerce) Rules, 2020, the Information Technology Act, 2000, and other applicable laws, you may contact our Grievance Officer using the details below:

Complaints will be acknowledged within 48 hours and addressed within one month of receipt, subject to applicable law.