Cancellation, Returns & Refund Policy
Effective 3 September 2026. Issued by Gireeja Jewels (GSTIN 10BZVPS1962C1ZA), trading as Innocence, Bageshwari Bhawan, S.K. Puri, Boring Road, Patna – 800001, Bihar, India.
5.1 Cancellation Prior to Dispatch
You may cancel an Order for an in-stock product at any time before it has been dispatched, at no charge, through Your order history on the Platform or by contacting Us. Once a product has been handed over to Our courier partner, it can no longer be cancelled, and the return process described below shall apply instead. An Order for a Customised Product may be cancelled only before production has commenced; once production has commenced, the piece exists exclusively for You, and any deposit paid may be retained by Us against work already performed, in accordance with Section 2.5.
5.2 Returns and Exchanges
Unworn jewellery, returned in its original packaging with the accompanying certificate and hallmark tag intact and in the condition in which it was delivered, may be returned within 7 (seven) days of delivery for a refund, or exchanged within 15 (fifteen) days of delivery. Customised Products are not eligible for return or exchange under this clause, save as provided in Section 5.3.
5.3 Faulty, Damaged or Incorrect Items
If a product is delivered damaged, is defective, or does not conform to what was ordered, You must notify Us within 48 (forty-eight) hours of delivery, together with supporting photographs, at info@innocence.co.in. We will arrange collection of the product at Our cost and, at Your election, either replace it or refund it in full, including any delivery charge originally paid by You. This clause applies equally to Customised Products that are faulty or not as specified.
5.4 Refund Method and Timeline
All refunds are credited to the original payment method used for the Order; We are unable to redirect a refund to a different card, bank account or person. Once a returned product has been received and inspected by Us, the refund will be initiated within 5 (five) business days. Your card issuer or bank will typically credit the amount within a further 5 to 7 (five to seven) working days thereafter; this second period is determined by Your bank or card network and is outside Our control. Where a return arises from a change of mind rather than a fault, the original delivery charge (if any) paid by You is not refundable.
5.5 Gold Rate Movement Does Not Affect Refund Value
You will be refunded the amount actually paid by You for the returned product, and not its value at the prevailing gold rate on the date of refund. Any movement in the gold rate between the date of purchase and the date of refund, whether upward or downward, does not alter the refund amount.
5.6 Old Gold Exchange
Exchange of old gold against a new purchase is assessed in-store on the basis of purity and weight determined at the time of valuation, and does not form part of the online return process described in this Section.