Refund policy

 

Effective Date: [25th September 2026]

At Gletr, we want you to feel confident when purchasing jewellery online. Our products are carefully inspected before dispatch, but we understand that there may be occasions when a return, replacement or refund is required.

1. Return Window

Eligible products may be returned within 7 calendar days from the date of delivery, provided the conditions mentioned below are satisfied.

The return period begins on the date the order is delivered according to the logistics provider's tracking record.

2. Conditions for Return

To qualify for a return:

  • The jewellery must be unused and unworn.
  • The jewellery must be in its original condition.
  • The original packaging, tags, certificates, invoices and accompanying materials should be retained.
  • The product must not have been resized, altered, engraved, repaired or modified after delivery.
  • The product must not show signs of wear, scratches, damage, perfume, cosmetics, chemicals or other use.
  • The product must pass Gletr's return-quality inspection.

3. Products Not Eligible for Change-of-Mind Returns

Unless required by applicable law, the following may be excluded from standard change-of-mind returns:

  • Personalised or engraved jewellery
  • Custom-made jewellery
  • Products specifically modified at the customer's request
  • Products that have been resized or altered
  • Products that have been worn or damaged after delivery
  • Gift cards
  • Products specifically identified as non-returnable on the product page

This exclusion does not affect any consumer rights available under applicable law in cases such as defective, damaged, incorrect, deficient, spurious or materially misdescribed products.

The Consumer Protection (E-Commerce) Rules, 2020 contain obligations concerning return/refund where goods are defective, deficient, spurious, materially different from their advertised characteristics or delivered late, subject to applicable exceptions such as force majeure. PSL Chambers

4. Damaged Products

Please inspect the package when you receive it.

If the jewellery appears physically damaged, please contact Gletr as soon as reasonably possible, preferably within 48 hours of delivery, with:

  • Order number
  • Photographs of the outer package
  • Photographs of the jewellery
  • Photographs of the product packaging
  • Unboxing video, where available

An unboxing video is strongly recommended because it helps us investigate transit-related damage, but a customer's statutory rights are not intended to depend solely on whether an unboxing video exists.

5. Incorrect Product

If you receive an incorrect product, contact us within 48 hours of delivery.

After verification, Gletr may arrange collection of the incorrect product and ship the correct product or provide a refund, as applicable.

6. Defective Product

If you believe the jewellery has a manufacturing defect, contact us with photographs and details of the issue.

Gletr may request the product to be returned for inspection.

If the issue is determined to be a manufacturing defect covered by our policy, we may offer:

  • Replacement
  • Repair
  • Exchange
  • Refund

depending on the nature of the issue and product availability.

7. How to Request a Return

Email support@gletr.com or contact customer support through [website/WhatsApp/contact page] with:

Subject: Return Request – [Order Number]

Please include:

  • Order number
  • Customer name
  • Product name
  • Reason for return
  • Photographs, where relevant

Once the request is approved, we will provide return instructions.

8. Return Shipping

For eligible returns due to:

  • Manufacturing defect
  • Incorrect product
  • Product damage attributable to transit
  • Other error attributable to Gletr

Gletr will generally arrange the return at its cost.

For an eligible change-of-mind return, return shipping charges will be borne by the customer.

9. Quality Inspection

All returned products may undergo inspection before a refund or replacement is approved.

The inspection may check:

  • Product condition
  • Signs of wear
  • Scratches or damage
  • Missing components
  • Alteration or resizing
  • Original packaging
  • Product identity and authenticity

10. Refunds

Once a return is approved and the product passes the applicable inspection, the refund will generally be initiated to the original payment method.

For Cash on Delivery orders, Gletr may request bank-account or UPI details necessary to process the refund.

Refund processing times may vary depending on the payment method and financial institution.

We will initiate approved refunds within 48 hrs after completion of the applicable return verification.

11. Shipping Charges

For returns resulting from a defect, incorrect product or other issue attributable to Gletr, applicable shipping charges paid by the customer will generally be refunded.

For change-of-mind returns, the original shipping charge, if separately charged, may be non-refundable.

12. Cancellation Before Dispatch

Orders may be cancelled before dispatch by contacting Gletr as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return process.

Any refund following an approved cancellation will be processed using the applicable payment/refund method.

13. Jewellery Care and Natural Characteristics

925 sterling silver can naturally change appearance over time due to exposure to air, moisture, perspiration, cosmetics, perfumes, chemicals and other environmental factors.

Normal tarnishing, when not attributable to a manufacturing defect, is not considered a product defect.

Minor variations in colour, finish or appearance may occur due to lighting, photography, screens and the handcrafted or manufacturing process.

14. Statutory Rights

Nothing in this policy is intended to exclude, restrict or override any rights or remedies available to consumers under applicable Indian law.

15. Contact


Customer Support: support@gletr.in
Phone/WhatsApp: +91 8080784036