Shipping, Delivery, Return,
Exchange & Refund Policy

This Shipping, Delivery, Return, Exchange and Refund Policy ("Policy") sets out the terms governing the shipment, delivery, return, exchange, replacement and refund of products purchased from Nata Jewels Private Limited ("Nata", "we", "us" or "our") through our website, mobile interface, social commerce channels, customer support-assisted orders, bespoke order channels, or any other authorised sales channel operated by us (collectively, the "Platform"). By placing an order with us, you acknowledge that you have read, understood and agreed to this Policy.

At Nata, we sell products that may involve precious materials, personalised craftsmanship, limited inventory, and made-to-order production requirements. Accordingly, our shipping and returns framework is designed not merely for convenience, but also to preserve product integrity, customer trust, fraud control, and safe handling of high-value goods. Every shipment, return, exchange and refund request is therefore subject to operational verification, quality review and reasonable safeguards.

All orders are subject to acceptance, stock availability, payment realization, internal verification and fraud screening. An order confirmation does not by itself guarantee dispatch. We reserve the right to hold, cancel, decline or seek additional verification for any order that appears suspicious, incomplete, high-risk, bulk in nature, commercially atypical, or incapable of fulfilment.

Orders are ordinarily processed within the timeline communicated on the Platform or at checkout. Dispatch timelines may vary based on product category, customization requirements, stock location, hallmarking, quality control, packaging standards, logistics constraints, public holidays, force majeure events, and serviceability of the delivery location.

Products that are personalized, engraved, resized, customized, specially procured, made-to-order, or created pursuant to a bespoke request may require longer processing and dispatch timelines. Where an order contains both readily available products and customized or special-order products, we may, at our discretion, split the order and dispatch products separately.

We may offer standard shipping, express shipping, insured shipping, premium delivery, or such other delivery options as may be made available on the Platform from time to time. Shipping timelines displayed on the Platform are indicative only and shall not constitute a guaranteed delivery commitment.

Shipping fees, if any, shall be communicated at checkout or at the time of order confirmation. Promotional shipping offers, including free shipping, may be subject to minimum order values, product-category exclusions, geography restrictions, limited-time campaigns or other conditions specified on the Platform.

Delivery shall be made to the shipping address provided by you at the time of purchase. You are responsible for ensuring that the shipping address, contact details, recipient name and access instructions are complete and accurate. We shall not be responsible for delays, losses, failed deliveries or misdeliveries caused by inaccurate or incomplete information provided by you.

For selected products, locations or order values, we may require OTP verification, signature on delivery, or delivery to the billing-name recipient only. We reserve the right to refuse handover of an order where identity verification, address verification or delivery authentication cannot reasonably be completed.

Risk in the product shall pass to you upon delivery to the address provided by you, save where delivery is refused without lawful basis or repeated attempts fail due to your unavailability. Title in the product shall pass only upon receipt by us of full payment for the relevant order.

Where operationally necessary, an order may be shipped in multiple packages or through separate shipments. In such cases, each shipment may have a separate tracking number, delivery date and return eligibility assessment. Delivery partners are independent third parties, and while we work with reputed logistics providers, actual delivery timings may be affected by weather conditions, regional restrictions, strikes, curfews, routing issues, customs processes, local entry rules, security checks or events beyond our reasonable control or other Force Majeure conditions.

If a package is returned to us on account of failed delivery attempts, refusal to accept delivery, incorrect address, recipient unavailability, or inability to complete delivery verification, we may cancel the order, deduct applicable shipping or handling charges, and process a refund subject to our review.

Once your order is dispatched, shipment tracking details may be shared with you via email, SMS, WhatsApp, account notification or other available communication channel. It is your responsibility to monitor the shipment and remain reasonably available to receive the delivery.

If tracking reflects that a shipment has been delivered but you believe the package was not received, you must notify us promptly and, in any event, within forty-eight (48) hours of the reflected delivery timestamp, failing which our ability to investigate with the logistics partner may be materially prejudiced.

You are strongly advised to inspect the outer package at the time of delivery. In the event of visible tampering, external damage, leakage, opening, resealing, or any delivery anomaly, you should refuse delivery where feasible or immediately record clear photographic and video evidence before opening the package.

For claims relating to empty parcels, incorrect products, missing components, damaged products, tampered packaging or short shipment, we may require a continuous unboxing video commencing from the sealed outer package stage and clearly showing the shipping label, package condition, opening process and contents. This requirement is intended to protect both the customer and Nata against transit-related disputes and fraudulent claims.

Subject to this Policy, eligible products may be returned within seven (7) calendar days from the date of delivery or such longer period as may be expressly stated on the Platform for a specific product or promotional campaign ("Return Window"). A return request must be initiated within the Return Window; however, the actual pick-up, collection or shipment of the returned product may take place thereafter, subject to logistics timelines and service availability.

To qualify for return, the product must be unused, unworn, unwashed, unaltered, undamaged, and in the same condition in which it was delivered, with all original packaging, certificates, authenticity cards, invoices, tags, pouches, boxes, instruction materials, warranty materials, promotional inserts and any complimentary items accompanying the order. Security tags, tamper-evident labels, seals, serial references and product identifiers must remain intact and untampered.

For products sold as sets, bundles, pairs or coordinated collections, the complete set must be returned together. Partial returns of bundled purchases may be refused or may lead to proportionate adjustment of promotional pricing, bundled discounts, free gifts, credits or refund entitlements.

Unless defective, incorrectly delivered, counterfeit, damaged in transit, or otherwise required by applicable law, the following categories shall not be eligible for return, exchange or refund:

Where a product has been altered at your request after purchase, including resizing, engraving, setting changes or custom finishing, such product shall ordinarily be treated as a customised item for the purposes of this Policy.

A return or exchange request may be initiated through your customer account on the Platform, through the designated returns page, or by contacting our customer support team using the details provided on the Platform. We may require your order number, registered mobile number or email address, invoice details, reason code, photographs, videos and any other supporting information reasonably necessary to process the request.

Submission of a return or exchange request does not amount to automatic acceptance. All requests are subject to eligibility review, fraud screening, product-category rules, and compliance with this Policy.

Where reverse pick-up service is available for your pin code or location, we may arrange collection through our logistics partner. You are required to hand over the product securely packed, together with all accompanying items, on the scheduled pick-up date or within the collection window communicated to you. Failure to remain available, refusal to cooperate with the pick-up process, inability to provide the handover OTP where required, or repeated unsuccessful pick-up attempts may result in cancellation of the return request, requiring re-initiation subject to the Return Window and our discretion.

Where reverse pick-up is not available, not commercially viable, not secure for the product category, or not operationally feasible for your location, we may request that you self-ship the item to our designated return facility using a recognised courier service. In such cases, we may reimburse reasonable return shipping charges up to a pre-notified cap, provided valid shipping proof and receipt are furnished and the return is otherwise accepted. Any amount above such approved cap may be borne by you or adjusted from the refund, where disclosed in advance.

For high-value items, we may insist on a designated logistics route, insured return protocol, tamper-secure packaging method, or branch-drop process rather than open-market courier dispatch.

Every returned product is subject to inspection, authentication and quality control at our warehouse, service centre or designated review facility. Return acceptance is contingent on verification of product condition, packaging completeness, serial references, hallmarking, stones, settings, labels, authenticity indicators, accompanying documentation and overall compliance with this Policy.

If a returned product fails inspection because it is worn, altered, damaged, incomplete, swapped, counterfeit, materially different from what was shipped, or otherwise ineligible, we reserve the right to reject the return, decline the refund or exchange, and return the product back to you at your cost and risk.

Where a product is found to have been returned without an item that formed part of the original shipment, including certificates, free gifts, bundled products, component pieces, or branded packaging required for return acceptance, we may deduct the reasonable assessed value of the missing item(s) from the refund or reject the return altogether, depending on the severity of the deficiency.

Eligible products may be exchanged for another size, variant, product, or comparable item, subject to stock availability, product-category restrictions and return inspection clearance. An exchange request is treated as a conditional replacement transaction and shall only be processed after the original product is either picked up, received back, or otherwise verified in accordance with our process.

If the exchanged item is priced higher than the original item, you shall be required to pay the differential amount, together with any additional shipping, tax or handling charges that may apply. If the exchanged item is priced lower, the difference may be refunded to the original payment method or issued as store credit, at our discretion or as disclosed on the Platform.

Where exchange inventory cannot be secured, we reserve the right to process the request as a return and refund instead.

If you receive a product that is damaged, defective, tampered with, materially different from what was ordered, incomplete, or accompanied by a package that appears empty or compromised, you must notify us within forty-eight (48) hours of delivery, together with all supporting evidence reasonably requested by us. For latent manufacturing defects that could not reasonably have been detected on delivery, you must notify us promptly upon discovery and in any event within the period, if any, communicated on the relevant product page or warranty material.

All such claims are subject to internal review, product examination, warehouse reconciliation and, where relevant, logistics investigation. If the claim is verified, we may, at our option, arrange a replacement, repair, exchange, store credit or refund, depending on product availability, defect type, customer preference where feasible, and applicable law.

Normal wear and tear, accidental damage, mishandling, improper storage, exposure to chemicals, unauthorised repairs, misuse, breakage due to impact, or damage resulting from failure to follow care instructions shall not be treated as manufacturing defects.

Refunds shall be processed only after the returned product is received and accepted following inspection, or after approval of a non-return-based claim where a return is waived by us. Refunds shall ordinarily be made for the net amount actually paid by you against the relevant product, after adjusting any discounts, promotional benefits, bundle pricing corrections, shipping charges that were expressly stated to be non-refundable, duties, handling charges, return fees where applicable, and any lawful deductions under this Policy.

Refunds for prepaid orders shall ordinarily be made to the original payment instrument, unless such method is unavailable or impermissible. Refunds for cash on delivery orders may be processed through bank transfer, UPI or store credit, subject to verification of payment beneficiary details. Timelines for actual credit are dependent on payment gateways, banking partners and financial networks, and may therefore vary beyond our direct control.

Orders may be cancellable before dispatch, subject to the order stage, product category and whether the product has entered customization, fulfilment, hallmarking, gift packaging, security tagging or dispatch preparation. Once a personalized, made-to-order, engraved, resized or bespoke product has entered production or fulfilment, cancellation may not be possible, or may attract reasonable charges reflecting work already undertaken.

We reserve the right to cancel any order at any time before delivery for reasons including pricing errors, stock unavailability, payment failure, suspected fraud, regulatory concerns, product description errors, logistics impracticability or force majeure. In such cases, our liability shall ordinarily be limited to refund of the amount actually received from you for the cancelled order.

Unless expressly provided otherwise on the Platform, international orders may be final and non-returnable, except in the case of verified transit damage, verified manufacturing defect, or incorrect product shipment attributable to us. International shipping fees, customs duties, local taxes, import charges, clearance fees and similar governmental or third-party charges are generally non-refundable unless required by law or unless the return arises solely due to our error.

Where an international shipment is refused, abandoned, returned to origin, or not cleared by the recipient, we reserve the right to deduct shipping charges, return freight, customs charges, duties, penalties, warehousing charges and any related costs incurred by us before processing any balance refund, if applicable.

In certain cases disclosed on the Platform, including selected promotional purchases, campaign offers, exchange-led returns, or returns of products purchased under bundled or buy-one-get-one style schemes, refunds may be issued partly or wholly in the form of store credit, wallet balance or promotional credit rather than cash refund. Any such condition shall be disclosed at or before checkout or on the relevant campaign page.

Store credits may be subject to validity periods, non-transferability, single-use conditions, or other terms communicated at the time of issuance.

Because jewellery and precious products are vulnerable to return abuse, packaging fraud, wear-and-return behaviour, product swapping, stone substitution and false short-delivery claims, we reserve the right to deploy reasonable controls, including order-verification checks, returns-pattern monitoring, image review, warehouse audit, video verification and identity confirmation.

We may reject or restrict returns, exchanges, refunds, cash-on-delivery access, promotional eligibility or future purchases where we reasonably suspect abuse of this Policy, repeated high-return behaviour, disputed-delivery manipulation, false claims, serial returns of used items, chargeback misuse, tampering, or any fraudulent, unlawful or commercially abusive conduct.

You are responsible for reviewing product descriptions, dimensions, materials, customisation details, care instructions, estimated timelines and return eligibility notices before placing an order. You are also responsible for providing accurate delivery information, safely receiving the package, promptly reporting issues, preserving packaging and documentation for the Return Window, and ensuring that any return shipment handed over by you actually contains the correct and complete product.

We shall not be liable for any delay, non-performance or service disruption in shipping, delivery, reverse pick-up, return handling, exchange processing or refund timelines arising from events beyond our reasonable control, including natural disasters, floods, epidemics, pandemics, labour disruption, war, civil unrest, governmental restrictions, internet or payment-network failures, transportation breakdowns, customs intervention, or courier-service disruptions.

For any shipping, delivery, return, exchange or refund assistance, you may contact: