Refund & Exchange Policy

1. General Policy

Laltu Guinea Palace offers refunds and exchanges based on product condition, circumstances, and compliance with our terms. All transactions must be supported by original GST invoice.

2. Eligibility for Refund/Exchange

2.1 Eligible Conditions

• Manufacturing Defects: Defects in craftsmanship or materials within 7 days of purchase
• BIS Hallmark Issues: Discrepancies in hallmark certification (subject to BIS verification)
• Wrong Product: If the delivered product differs from the ordered specifications
• Damaged Goods: Products damaged during handling at our showroom (before handover)

2.2 Non-Eligible Conditions

• Products damaged due to customer mishandling or negligence
• Customized or personalized jewellery (unless manufacturing defect)
• Products without original GST invoice and BIS certificate
• Jewellery altered or repaired by third parties
• Products purchased more than 30 days ago (except warranty claims)
• Change of mind or design preference

3. Refund Process

3.1 Time Limits

• Manufacturing Defects: Report within 7 days of purchase
• BIS Hallmark Issues: Report within 15 days of purchase
• General Returns: Within 7 days with original packaging and tags

3.2 Refund Components

Refunds will be calculated as follows:

• Gold Value: Based on current market rate (may differ from purchase rate)
• Making Charges:
  • 100% refund if manufacturing defect
  • 50% refund for voluntary returns (within 7 days)
  • No refund for customized items
• GST: Refunded as per GST regulations with proper documentation
• Stones/Gems: Evaluated separately based on condition

3.3 Refund Method

• Cash refunds for cash purchases (subject to daily limits)
• Bank transfer for card/UPI payments (3-7 business days)
• Original payment method preferred

4. Exchange Policy

4.1 Exchange Terms

• Exchanges allowed within 30 days of purchase
• Product must be in original condition with tags and certificate
• Exchange value based on current gold rate
• Additional charges apply if new item value is higher
• Making charges may be adjusted based on new design

4.2 Exchange Process

1. Visit our showroom with original product, invoice, and BIS certificate
2. Product inspection by our expert team
3. Evaluation based on current gold rate and condition
4. Select new product from our collection
5. Pay difference if applicable, or receive credit
6. New GST invoice issued for exchange transaction

5. Buyback Policy

We offer buyback services for gold jewellery:

• Buyback rate based on current market gold price
• BIS hallmarked gold only
• Deductions for making charges and wear-tear
• Stones/gems evaluated separately
• Proper documentation and identification required

6. Warranty Coverage

6.1 Lifetime Warranty

We provide lifetime warranty on:

• BIS hallmark authenticity (916 purity)
• Manufacturing defects in craftsmanship

6.2 Limited Warranty (1 Year)

• Stone setting and security
• Clasps and locks functionality
• Plating and finishing (if applicable)

6.3 Warranty Exclusions

• Normal wear and tear
• Damage from accidents or misuse
• Repairs by unauthorized persons
• Loss of stones due to impact

7. Required Documentation

For all refunds, exchanges, or warranty claims, you must provide:

• Original GST invoice
• BIS hallmark certificate
• Original packaging (if available)
• Valid government-issued ID proof
• Product in original condition

8. Consumer Rights

Under the Consumer Protection Act, 2019, you have the right to:

• Receive products as per description and quality
• Seek redressal for defective products
• Fair and transparent pricing
• Proper documentation and invoicing

9. Dispute Resolution

In case of disputes:

1. Contact our showroom management first
2. Written complaint to proprietor (Mr. Sekh Nazir)
3. Consumer forum complaint (if unresolved)
4. Jurisdiction: Hooghly, West Bengal courts

10. Contact for Refunds/Exchanges

For refund or exchange requests, please visit our showroom with required documentation: