Returns, Refunds & Exchange Policy
Please read our Returns, Refunds & Exchange Policies carefully before using our services.
Last updated: November 17, 2025
1. Introduction
At Osco Jewells Promotion Pvt Ltd ("Osco Jewells," "we," "us," or "our"), we are committed to providing authentic, BIS hallmarked gold jewelry and gold coins of the highest quality.
This Returns, Refunds & Exchange Policy outlines our strict return terms for products purchased from our website [www.oscojewells.com].
IMPORTANT: Please read this policy carefully before making a purchase. All sales are final except in specific circumstances outlined below.
2. NO RETURNS POLICY - Hygiene & Safety
2.1 All Products Are Non-Returnable
ALL our products are NON-RETURNABLE and NON-EXCHANGEABLE for change of mind, size issues, color preference, or any other personal reasons.
2.2 Why We Have a No Returns Policy
Hygiene and Health Reasons:
All our nose jewelry (18K gold nose pins and nose rings) require piercing
These products come in direct contact with body tissue and body fluids
Once delivered, they cannot be resold due to health, hygiene, and safety regulations
This policy protects all our customers from contamination and infection risks
In accordance with industry standards for personal hygiene and piercing jewelry
Gold Coins:
24K gold coins (ginni) are investment products sold with sealed, tamper-proof packaging
Once the seal is broken, authenticity and purity verification cannot be guaranteed
Cannot be resold as new/sealed products
2.3 Industry Standard
This no-returns policy is consistent with industry standards for:
Piercing jewelry and body jewelry
Personal hygiene products
Intimate apparel and accessories
Sealed investment products (gold coins, bullion)
Major e-commerce platforms (Amazon, Flipkart) also classify piercing jewelry as non-returnable due to hygiene reasons.
3. Mandatory Returns - When We WILL Accept Returns
While our standard policy is NO RETURNS, we are legally obligated and committed to accepting returns in the following circumstances:
3.1 Manufacturing Defects or Quality Issues
We will accept returns if you receive a product with:
✅ Hallmarking Issues:
Incorrect karat purity (product is not 18K as specified)
BIS hallmark is fake, tampered, or missing
Hallmark number on product does NOT match the hallmark number on the certificate/invoice
✅ Material or Quality Defects:
Broken or damaged jewelry components (clasps, pins, rings)
Faulty closure mechanisms (push/screw/wire type defects)
Loose or missing stones
Manufacturing flaws (cracks, deformities, poor finish)
Incorrect metal color or finish
✅ Gold Coin Defects:
Incorrect purity (not 24K 995 as specified)
BIS hallmark issues
Weight discrepancy (±1% tolerance)
Damaged or tampered packaging upon delivery
3.2 Wrong Product Delivered
We will accept returns if:
You received a completely different product than what you ordered
Wrong design, style, or product type
Wrong metal color (e.g., rose gold instead of yellow gold)
Wrong product variation (e.g., nose ring instead of nose pin)
3.3 Damaged During Transit
We will accept returns if:
Product arrives damaged or broken
Packaging is visibly tampered or damaged
Product shows signs of damage during shipping
IMPORTANT: Always inspect the package upon delivery. It is best to refuse delivery if the package appears tampered or damaged.
3.4 Product Doesn't Match Description on Website
We will accept returns if:
* Product specifications don't match what was listed on the website.
* Size, weight, or dimensions are significantly different (beyond acceptable tolerance)
* Product features or design elements are missing or incorrect
* Misleading product description or images
4. Reporting Timeline - Critical
4.1 48-Hour Reporting Window
You MUST report any of the above issues within 48 HOURS (2 days) of delivery.
Timeline Calculation:
Day 1 = Date of delivery (as per Blue Dart POD)
Deadline = 48 hours from delivery timestamp
Example:
Delivered: Monday, 10:00 AM
Deadline to Report: Wednesday, 10:00 AM
4.2 How to Report
Immediately contact us with:
Email: returns@oscojewells.com AND support@oscojewells.com
Subject: Defect Report - Order #[Your Order Number]
Include:
Order number and invoice number
Product name and SKU
Clear photos of the product (multiple angles)
Close-up photo of the BIS hallmark on the product
Photo of the BIS certificate/invoice showing hallmark number
Video (if applicable) showing the defect clearly
Detailed description of the issue
4.3 Late Reporting
Claims reported after 48 hours will NOT be accepted, except in cases of:
Latent defects (defects that appear after normal use within 7 days)
Hallmark verification issues discovered later
For latent defects, report within 7 days of delivery with evidence.
5. Return Conditions & Verification Process
5.1 Product Condition Requirements
Even for mandatory returns (defects, wrong product, damage), the product must meet these conditions:
✅ Not Used for Piercing:
Product must NOT have been inserted into a piercing
No signs of wear or use on the body
No body fluids, blood, or tissue contact
We will NOT accept returns if the product has been used for piercing due to health and safety regulations
✅ Original Packaging:
Original jewelry box or case
All protective pouches and wrapping
Outer shipping carton (if available)
✅ All Documentation:
Original invoice (physical or printed copy)
BIS hallmark certificate
Any other certificates or documentation provided
✅ All Accessories:
All tags, labels, and inserts
Any accessories included with the product
5.2 Hallmark Verification Process
CRITICAL: When we receive your returned product, we will conduct a thorough verification:
Step 1 - Visual Inspection:
Verify the product has not been used for piercing
Check for signs of wear, body fluids, or contamination
Inspect packaging and documentation
Step 2 - Hallmark Verification:
Match the BIS hallmark number on the physical product
With the hallmark number on the invoice/certificate we provided
Verify hallmark authenticity using BIS verification tools
Check for tampering or alteration of hallmark
Step 3 - Quality Check:
Verify the defect or issue reported
Confirm product specifications match or don't match description
Document findings with photos/videos
Step 4 - Purity Testing (if necessary):
For suspected purity issues, we may conduct XRF testing or acid testing
Gold coins may be sent to BIS-authorized testing centers
5.3 Acceptance or Rejection
If Accepted:
Return is approved
Refund or replacement will be processed
You will receive confirmation via email
If Rejected:
Return is denied with detailed reasons
Photos/videos of inspection will be provided
Product will be sent back to you
Return shipping charges (₹150) will be deducted if refund was already initiated
Common Rejection Reasons:
Product was used for piercing (health hazard)
Hallmark number on product matches invoice (no defect)
Product meets all specifications (no mismatch)
Damage caused by customer after delivery
Late reporting (beyond 48 hours or 7 days for latent defects)
6. Refund or Replacement Options
6.1 For Accepted Returns
Once your return is approved after inspection, you may choose:
Option A: Full Refund
Refund to original payment method
Amount = Full product price + original shipping charges (if any)
Processing time: 5-7 business days after approval
Bank credit: 5-10 business days (depends on your bank)
Option B: Replacement
We will send a replacement of the same product (subject to availability)
FREE priority shipping
Replacement dispatched within 2-3 business days
If same product unavailable, you may choose a different product or opt for refund
Option C: Store Credit
Instant store credit (faster than bank refund)
Credit issued within 24 hours of approval
Never expires
Can be used for any future purchase
6.2 What We Will Cover
For approved returns due to defects, wrong products, or damage:
✅ FREE Blue Dart pickup from your address
✅ Full refund including product price
✅ Refund of original shipping charges (if you paid)
✅ NO deductions or hidden charges
7. Return Process - Step by Step
Step 1: Report Within 48 Hours
Email returns@oscojewells.com with all required information and photos/videos
Wait for our team to review (within 24 hours on business days)
Step 2: Return Authorization
If eligible, you will receive a Return Authorization Number (RAN)
RAN will be sent via email with return instructions
Step 3: Package the Product
DO NOT ship without receiving RAN
Place product in original jewelry box/case
Include ALL documentation (invoice, BIS certificate, tags)
Include the RAN slip (we will email this to you)
Pack securely in a sturdy box
Step 4: FREE Blue Dart Pickup
We will arrange FREE pickup from your address
Blue Dart will collect within 2-3 business days
Get a pickup receipt/AWB number from the executive
Step 5: Transit to Our Warehouse
Transit time: 2-3 business days
Track using AWB number at www.bluedart.com
Step 6: Inspection & Hallmark Verification
Our team will inspect and verify hallmark (2-3 business days)
Hallmark number on product will be matched with invoice
Detailed inspection report created
Step 7: Approval or Rejection
You will receive email notification with outcome
If approved: Choose refund, replacement, or store credit
If rejected: Product returned to you with explanation
Step 8: Refund or Replacement
Refund processed within 2-3 business days after approval
Replacement dispatched within 2-3 business days
Store credit issued within 24 hours
Total Timeline: 10-20 business days (approximately 2-4 weeks)
8. What We Will NOT Accept
8.1 Non-Returnable Situations
❌ Change of Mind / Buyer's Remorse
"I don't like it anymore"
"I changed my mind"
"I found it cheaper elsewhere"
❌ Size or Fit Issues
"Size doesn't fit my piercing"
"Ring is too tight/loose"
Please verify size before ordering - we provide detailed size guides
❌ Color or Style Preference
"I don't like the color"
"Design is not as expected" (unless significantly different from website description)
❌ Used for Piercing
Product has been inserted into piercing
Signs of body fluid or tissue contact
Any wear or use on the body
❌ Opened Gold Coins
Seal is broken or tampered
Packaging is opened
❌ No Defect or Issue
Product is as described on the website
Hallmark number matches invoice
No quality issues
Normal variations (±5% weight tolerance, slight color differences due to photography)
❌ Late Reporting
Reported after 48 hours (or 7 days for latent defects)
8.2 Natural Variations Not Considered Defects
The following are NOT considered defects:
Slight weight variations (±5% tolerance)
Minor color differences due to photography, lighting, or screen settings
Natural stone color variations (decorative stones)
Slight design variations due to handcrafted nature
9. Gold Coins (Ginni) - Special Terms
9.1 Sealed Gold Coins
If seal is intact:
Return allowed within 7 days for defects or wrong product
Report within 48 hours of delivery
Must include original BIS certificate and invoice
Hallmark verification will be conducted
If seal is broken:
NO RETURNS under any circumstances
Product is considered used
Investment value is locked
9.2 Buy-Back Policy (Future)
We may offer buy-back for opened gold coins in the future:
Subject to current gold rates
Deduction of 5-10% from current market value
Physical inspection required
BIS certificate and invoice mandatory
Contact support@oscojewells.com for buy-back inquiries
10. Cancellation Policy
10.1 Before Dispatch
You may cancel your order within 2 hours of order placement:
Email: support@oscojewells.com
Phone: [Your Phone Number]
100% refund (no deductions)
Refund processed within 5-7 business days
10.2 After Dispatch
Orders cannot be cancelled after dispatch:
You must receive the product
Inspect upon delivery
Follow return process only if defective, wrong, or damaged
10.3 Cancellation by Osco Jewells
We may cancel your order due to:
Product unavailability
Pricing errors
Payment verification failure
Non-serviceable Pincode
Suspected fraud
Order verification issues
You will receive a full refund within 7-10 business days.
11. Inspection at Delivery - Your Responsibility
11.1 Inspect Before Accepting
IMPORTANT: Inspect the package upon delivery in the presence of the Blue Dart delivery executive:
Check for:
Damaged or tampered outer packaging
Broken seals or tape
Signs of opening/resealing
Visible damage to the box
11.2 Refuse Delivery if Damaged
If the package appears damaged or tampered:
DO NOT ACCEPT the delivery
Inform the Blue Dart executive
Refuse the shipment on the spot
Note the reason on the delivery receipt
Immediately contact us at support@oscojewells.com
This is the BEST way to handle damaged shipments.
11.3 If Already Accepted
If you accepted delivery but discovered damage later:
Report within 48 hours with photos/videos
Email: returns@oscojewells.com
We will investigate and arrange return
Note: Claims are easier to process if you refuse damaged packages at delivery.
12. Customer Responsibilities
As a customer, you are responsible for:
✅ Before Purchase:
Reading and understanding this return policy
Verifying product details (size, design, weight, color)
Asking questions if unsure (contact customer support)
Understanding that all sales are final except for defects/wrong products/damage
✅ Upon Delivery:
Inspecting package immediately upon delivery
Refusing delivery if package is damaged or tampered
Reporting issues within 48 hours
✅ Product Care:
NOT using the product for piercing if you intend to return it
Keeping all original packaging, tags, certificates, and documentation safe
Packing the product carefully for return
✅ Communication:
Providing accurate information for returns
Responding promptly to our queries
Cooperating with the inspection process
13. Our Commitment
At Osco Jewells, we are committed to:
✅ Quality Assurance:
Authentic BIS hallmarked gold products
Rigorous quality checks before dispatch
Accurate product descriptions and images
✅ Transparency:
Clear and honest communication
Detailed product specifications
Fair and transparent return process
✅ Customer Support:
Prompt response to inquiries (within 24 hours)
Fair investigation of defect claims
Reasonable resolution for genuine issues
✅ Legal Compliance:
Full compliance with Consumer Protection Act, 2019
Adherence to E-Commerce Rules, 2020
BIS hallmarking standards
14. Dispute Resolution
14.1 Internal Resolution
If you disagree with our inspection findings:
Contact our Grievance Officer (details below)
Provide additional evidence (photos, videos, third-party testing reports)
We will re-review your case within 5 business days
Final decision will be communicated via email
14.2 Third-Party Testing
If there is a dispute about product purity or hallmarking:
Product may be sent to a BIS-authorized testing center
Testing costs will be borne by the party at fault
Testing results are final and binding
14.3 Consumer Forums
If you are unsatisfied with our resolution:
You may file a complaint with Consumer Disputes Redressal Commissions
District Commission: Claims up to ₹50 lakhs
State Commission: Claims ₹50 lakhs to ₹2 crore
National Commission: Claims above ₹2 crore
As per Consumer Protection Act, 2019
15. Frequently Asked Questions (FAQs)
Q1: Can I return a product if I don't like it?
A: No. All sales are final. We do not accept returns for change of mind, size issues, or personal preference.
Q2: Can I return a nose pin or nose ring?
A: Only if it is defective, wrong product, damaged, or doesn't match description. You must report within 48 hours. The product must NOT have been used for piercing.
Q3: What if I used the product for piercing and then discovered a defect?
A: We cannot accept returns for products used for piercing due to health and hygiene regulations. Please inspect carefully before use.
Q4: How do you verify the hallmark?
A: We match the BIS hallmark number on the physical product with the hallmark number on the invoice/certificate we provided. We also verify authenticity using BIS verification tools.
Q5: What if the hallmark numbers match but I still think it's not 18K gold?
A: We can arrange third-party purity testing at a BIS-authorized center. If the product fails the test, we will refund you and cover testing costs. If it passes, you will bear the testing costs.
Q6: Can I return a gold coin after opening the seal?
A: No. Gold coins are non-returnable once the seal is broken. Inspect carefully before opening.
Q7: What if I missed the 48-hour reporting window?
A: Late claims will not be accepted, except for latent defects discovered within 7 days with evidence.
Q8: Who pays for return shipping?
A: For defects, wrong products, or damage: We pay (FREE Blue Dart pickup). For all other cases: No returns are accepted.
Q9: How long does the refund take?
A: 10-20 business days total (inspection + processing + bank credit).
Q10: Can I exchange a product for a different size or design?
A: No. We do not offer exchanges for size or design preferences. Returns are only accepted for defects, wrong products, damage, or mismatch.
16. Contact Us
For return requests, defect reports, or queries:
Osco Jewells Promotion Pvt Ltd
Returns & Defect Reports:
Email: returns@oscojewells.com
Email: support@oscojewells.com
Phone: +91-73474-80008
WhatsApp: +91-73474-80008
Grievance Officer:
Name: [Grievance Officer Name]
Email: grievance@oscojewells.com
Phone: [Your Phone Number]
Business Address:
Osco Jewells Promotion Pvt Ltd
Shop no- 3, Dhunna Market 10676, Main, Sultanwind Rd, Amritsar, Punjab 143006
India
Business Hours: Monday to Saturday, 10:00 AM - 7:00 PM IST
17. Legal Compliance
This Returns, Refunds & Exchange Policy is designed to comply with:
Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020
Bureau of Indian Standards (BIS) Hallmarking Regulations.
Indian hygiene and health safety standards for personal care products
18. Amendments
We reserve the right to update this policy at any time. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top indicates the most recent revision.
19. Governing Law
This policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in Amritsar Punjab, India.
By making a purchase on our website, you acknowledge that you have read, understood, and agree to this Returns, Refunds & Exchange Policy. You understand that all sales are final except for defects, wrong products, damage, or product mismatch as defined in this policy.
© 2025 Osco Jewells Promotion Pvt Ltd. All Rights Reserved.