RETURN, REFUND & CANCELLATION POLICY

RETURN AND REPLACEMENT POLICY

Eligibility Criteria

Customers are entitled to return product within a ten-day period commencing from the date of delivery. To qualify for return consideration, products must remain in pristine, unworn condition, retaining all original tags, labels, and packaging materials. The original purchase invoice must accompany the returned product. For manufacturing defects or transit damage specifically, please also refer to the Warranty and Quality Guarantee section, which provides additional coverage under our ten-day replacement guarantee.

Return requests must be formally registered within forty-eight (48) hours of delivery through our customer care channel. The following conditions render items ineligible for return:

  1. Products displaying any indication of usage, wear, damage, or alteration
  2. Items featuring customisation, engraving, or personalisation
  3. Products bearing damaged, tampered, or absent serial numbers

Return Procedures

Account holders may initiate return requests through the following methods:

  1. Online Portal: Access the “My Orders” section within your registered profile. One-time password (OTP) authentication shall be mandatory to verify customer identity and prevent unauthorised transaction processing.
  2. Customer Care Contact: Contact our customer care via email, furnishing order particulars and substantive reasons for the return request.

Please note: Unboxing video documentation is strongly recommended for all deliveries but is mandatory for processing claims of damaged or defective products. Without video evidence showing the sealed packaging, unsealing process, and product condition, claims for damaged or defective items may be declined at our discretion.

Collection and Return Shipment:

  1. Collection arrangements shall be coordinated within one to five business days in serviceable locations where courier retrieval is operational.
  2. The designated courier partner shall collect the parcel and transport it to our centralised warehouse within three to five business days following collection.
  3. In geographical areas where collection services remain unavailable, customers may dispatch returns independently to our warehouse facility, the address of which shall be communicated by customer care.
  4. Self-shipment expenses not exceeding Rs. 100 shall be reimbursed upon successful validation of return compliance and submission of courier receipt documentation.
  5. The courier service shall attempt collection on two separate occasions. Should both attempts prove unsuccessful, customer care shall contact the customer to reschedule collection before the system nullifies the registered return request.

Quality Assessment and Verification

Upon warehouse receipt, returned products undergo rigorous quality inspection within one to three business days to authenticate that the correct item has been returned and meets return policy stipulations. Should inspection reveal discrepancies or incorrect items, our customer support personnel shall endeavour to establish contact with the customer to investigate the matter. After two unsuccessful contact attempts over a two-day period, the case shall be automatically closed.

Settlement and Refund Methodology

Cash on Delivery Transactions:

Orders fulfilled through Cash on Delivery or Pay on Delivery mechanisms shall be resolved as follows: (1) For standard customer-initiated returns of successfully delivered products, resolution shall be provided exclusively through store credit issuance or identical product replacement. (2) In cases where products are damaged, defective, or incorrect due to company error, customers may choose between store credit, product replacement, or monetary refund via bank transfer (NEFT/IMPS) by providing bank account details. The credit allocation or refund initiation shall be processed within one to three business days following successful quality assessment. These accumulated credits remain perpetually valid for future transactions on our platform.

Transactions completed via UPI, Debit Card, Credit Card, or Wallet payments to the delivery agent at the point of delivery shall similarly be resolved through store credits or product replacement only. For company errors (damaged, defective, or incorrect products), monetary refunds to the original payment instrument shall be processed.

Prepaid Digital Transactions:

For purchases completed through Net Banking, Debit Card, Credit Card, UPI, or Digital Wallet channels, monetary reimbursement shall be credited to the originating payment source within seven to ten business days. This timeline commences upon successful receipt and verification of returned merchandise bearing intact original labels and tags.

  1. Card-based transactions shall receive refunds to the same card utilised during order placement.
  2. UPI transactions shall be reversed to the same UPI identifier employed for the original payment.
  3. Upon receiving your returned parcel, email confirmation shall be dispatched, following which refund processing shall commence.

Important: Refund timelines of seven to ten business days represent the period from our refund initiation to credit appearance in your account. Actual credit timing depends on your bank or payment provider’s processing speed and is beyond our control.

Refund Exclusions

Shipping charges incurred during order fulfillment are non-refundable for customer-initiated returns of successfully delivered orders. However, shipping charges shall be fully refunded when returns result from company error, including delivery of damaged, defective, or incorrect products. Customers who self-ship returns may claim reimbursement up to Rs. 100 upon submission of courier receipt documentation and successful return validation.

WARRANTY AND QUALITY GUARANTEE

Replacement Guarantee

All merchandise is protected by a ten-day replacement guarantee from delivery date. This section should be read alongside the Return and Replacement Policy section. While the Return and Replacement Policy section governs all returns generally, this section specifically covers manufacturing defects, transit damage, and fitting complications under our replacement guarantee. Products exhibiting manufacturing defects, transit damage, or fitting complications qualify for replacement within the guarantee period.

To Request a Replacement:

  1. Contact customer service within the stipulated timeframe with comprehensive product details.
  2. Provide unboxing video documentation.
  3. Unboxing video should be submitted via email for validation purposes.

Replacement Terms

Replacement availability is contingent upon current stock levels. The replacement provision applies exclusively to merchandise received in broken, damaged, or otherwise defective condition. In circumstances where requested items are unavailable in inventory, customers may choose between store credit equivalent to the order value or a full monetary refund to the original payment source.

Warranty Exclusions

Warranty coverage excludes plating/finish degradation, normal wear-and-tear, and chemical-induced damage. For the complete list of exclusions, see ‘Plating & Finish Degradation, Maintenance Terms’ under FAQ & Product Care. All products undergo rigorous quality assessment prior to dispatch to ensure compliance with established quality benchmarks.

CANCELLATION POLICY

Cancellation Procedures

Order cancellation is permissible within three (3) hours of order placement or prior to shipment dispatch, whichever is earlier, by contacting customer care with requisite order particulars via email. Customers may also cancel orders independently through the “My Orders” section in their account dashboard, provided the order has not yet achieved “Ready to Ship” status.

Cancellation becomes infeasible once the order achieves shipped status, confirmed via shipment notification email. For orders that have already been dispatched, customers may exercise return rights upon delivery in accordance with our Return and Replacement Policy framework.

Customer service personnel can be reached through the designated contact channels with order identification details for cancellation processing assistance.

Cancellation Refund Methodology

Cash on Delivery Orders: As no advance payment has been rendered, cancellation of COD orders does not necessitate refund processing.

Prepaid Orders: For orders cancelled prior to dispatch where payment has been processed via debit card, credit card, net banking, or digital wallet, complete reimbursement including shipping charges shall be credited to the originating payment source within seven to ten business days from cancellation registration.

Should cancellation be requested post-shipment, refund processing shall commence only upon warehouse receipt of the returned merchandise.

COD Privilege Restrictions

Customers demonstrating patterns of multiple Cash on Delivery order rejections or cancellations shall face progressive restrictions on future COD access:

  1. First COD Rejection/Non-acceptance: Customer receives email notification and counselling regarding COD responsibilities
  2. Second COD Rejection/Non-acceptance: Permanent suspension of Cash on Delivery privileges for the customer account, with account transitioning to prepaid-only status

Appeals Process: Customers who believe their COD suspension resulted from circumstances beyond their control (documented medical emergencies, natural disasters, address issues caused by courier misrouting) may submit an appeal to our Grievance Officer at grievance@nankira.com within 30 days of suspension notification. Appeals must include: (1) Detailed explanation of circumstances, (2) Supporting documentation where applicable, (3) Order numbers of affected orders. Appeals will be reviewed within 15 working days, and decisions will be communicated via email. The Grievance Officer’s decision on appeals shall be final.

FAIR USAGE POLICY

Purpose and Scope

Nankira is committed to providing excellent service to all customers while ensuring sustainable business operations. Our Fair Usage Policy identifies and addresses return patterns that may indicate misuse of our services, ensuring equitable resource allocation for all customers.

Policy Triggers

Customer accounts may be identified under the Fair Usage Policy and subject to applicable restrictions when exhibiting any of the following patterns:

  1. Excessive Return Rate: Return rates exceeding 40% of total orders placed within any rolling six-month period
  2. Consecutive Returns: Three or more consecutive orders returned within any three-month period
  3. Size/Variant Abuse: Pattern of ordering multiple sizes, colors, or variants of the same product with systematic returns (indicating use of our service as a “try-before-you-buy” showroom)
  4. High-Value Return Pattern: Returns exceeding Rs. 10,000 in aggregate value within any 30-day period
  5. Return-After-Use Indicators: Multiple returns showing evidence of wear, use, or removal of protective packaging despite customer claiming items were unused

Progressive Response Framework

When accounts are identified under this policy, the following progressive measures apply:

First Identification (Warning Stage):

  1. Customer receives email notification explaining the Fair Usage Policy
  2. Detailed return history provided for customer review
  3. Guidance offered on how to avoid future policy triggers
  4. No restrictions applied at this stage
  5. Customer may respond with explanations or concerns within 7 days

Second Identification (Restriction Stage):

  1. Mandatory Rs. 100 shipping charge applied to all future orders regardless of order value
  2. Email notification sent 7 days before charge implementation
  3. Return privileges remain active but monitored
  4. Cash on Delivery option may be restricted
  5. Customer may appeal to Grievance Officer within 15 days

Third Identification (Suspension Stage):

  1. Account suspended for 90 days
  2. No new orders permitted during suspension period
  3. Existing store credits frozen but not forfeited
  4. Customer receives detailed suspension notice via email
  5. Appeal process available through Grievance Officer

Fourth Identification (Permanent Restriction):

  1. Permanent account restrictions implemented
  2. Prepaid orders only (COD permanently disabled)
  3. Mandatory shipping charges on all orders
  4. Return window reduced to 5 days
  5. Enhanced documentation requirements for returns

Exemptions and Valid Return Scenarios

The following do NOT count toward Fair Usage Policy triggers:

  1. Returns due to company errors (damaged, defective, incorrect products)
  2. Returns where product quality does not match description
  3. Size/fit issues when proper size guides were not available
  4. Returns due to courier-related damage or delay
  5. Returns of made-to-order items that arrived incorrect

Appeals and Review Process

Customers who believe they have been incorrectly identified under this policy may appeal by:

  1. Contacting our Grievance Officer at grievance@nankira.com within 30 days of notification
  2. Providing detailed explanation with supporting documentation
  3. Including order numbers and dates for all disputed returns
  4. Explaining circumstances that led to return pattern

Appeals are reviewed within 15 working days. Decisions are communicated via email with detailed reasoning. The Grievance Officer’s decision is final but does not prevent customers from seeking consumer forum remedies.

Account Rehabilitation

Customers subject to Fair Usage Policy restrictions may request account review after:

  1. Six months of compliance with no policy violations
  2. Minimum of 5 successful orders without returns
  3. Demonstrated pattern of responsible purchasing behaviour

Rehabilitation requests should be submitted to care@nankira.com with the subject line “Fair Usage Policy Review Request.” Reviews are conducted quarterly and decisions communicated within 30 days.

Transparency and Communication

  1. All Fair Usage Policy actions are communicated via email to registered address
  2. Customers can view their return history and status in “My Account” dashboard
  3. Return rate calculations available upon request
  4. Policy questions can be directed to care@nankira.com
  5. This policy is subject to periodic review and updates with 30 days advance notice

Data Privacy

Return pattern data is used solely for Fair Usage Policy enforcement and business analytics. It is never shared with third parties for marketing purposes and is protected under our Privacy Policy.

Fair Usage Policy Queries: care@nankira.com

CONSUMER RIGHTS

National Consumer Helpline: 1800-11-4000 / 14404
Website: consumerhelpline.gov.in

Nothing in these policies affects your statutory rights under the Consumer Protection Act, 2019. You always have the right to approach consumer forums for dispute resolution.

MATERIAL COMPOSITION AND ALLERGEN DISCLOSURE

Fashion Jewellery Materials:

All Nankira fashion jewellery is manufactured from base metals with plating to achieve the desired aesthetic. Products do NOT contain precious metals (gold, silver, platinum) unless explicitly stated on the product page.

Typical Material Composition:

Base Metal: Zinc Alloy, Brass, Stainless Steel, or Copper Alloy

Plating/Finish: Gold-plated, Silver-plated, Rose Gold-plated, Oxidised/Antique Finish, Dual-Tone Plating Rhodium-plated, or Gunmetal-plated

Plating Thickness: Typically 0.5-2 micrometres

Gemstones: Glass, crystal, synthetic stones, acrylic, kundan-style settings, or American Diamond (cubic zirconia/synthetic) – NOT natural gemstones unless specified

Allergen Disclosure:

IMPORTANT: Our fashion jewellery may contain base metals or platings that can trigger allergic reactions in sensitive individuals. Please review the allergen information below:

Potential Allergens Present:
 ☐ Nickel (present in most base metal alloys)
 ☐ Copper (present in brass, copper alloy, and oxidised/antique finish products)
 ☐ Zinc (present in zinc alloy bases)
 ☐ Lead (not used in current production; we maintain lead-free standards)
 ☐ Cadmium (not used; we comply with international restrictions)

At-Risk Groups:
Individuals with known metal allergies, sensitive skin, or nickel sensitivity should:

  1. Perform a patch test on a small skin area before extended wear
  2. Consider barrier solutions (clear nail polish, hypoallergenic coatings, or protective barriers)
  3. Avoid prolonged contact with skin, particularly in humid environments

Product Labelling:
Individual product pages specify base metal type and plating/finish. If material information is not visible, contact customer care for clarification before purchase.

Disclaimer:
Nankira is not responsible for allergic reactions resulting from use of fashion jewellery. Customers with known metal sensitivities are advised to verify material composition before purchase. We recommend consulting a dermatologist if you experience persistent irritation.

See also ‘Plating & Finish Degradation, Maintenance Terms’ for plating lifespan information.

PLATING & FINISH DEGRADATION, MAINTENANCE TERMS

What is covered under warranty:
 ✓ Manufacturing defects (uneven plating/finish, base metal exposure at manufacturing)
 ✓ Defective clasps, broken posts, or structural failure

What is NOT covered under warranty:
 ✗ Plating or finish tarnishing, fading, or discolouration from normal wear
 ✗ Water damage, rust, or corrosion from moisture exposure
 ✗ Scratch marks or wear from friction with skin, clothing, or other surfaces
 ✗ Colour fading from sunlight or heat exposure
 ✗ Damage from chemical exposure (perfumes, lotions, sweat, chlorine)
 ✗ Breakage from dropping, stepping on, or forceful bending
 ✗ Loss of shine or lustre due to age or environment

Warranty Claims for Covered Issues

For replacement eligibility on items that ARE covered under warranty (manufacturing defects, defective clasps, broken posts, or structural failure), see the ‘Warranty and Quality Guarantee’ section under Return, Refund & Cancellation Policy.

Important Note:
Regular removal, proper storage, and adherence to care instructions significantly extend product lifespan. Plating and finish degradation is a natural characteristic of fashion jewellery and does not indicate a defect.