RETURN & REFUND POLICY

1. Purpose

This Return & Refund Policy explains the circumstances under which Products purchased from Adila Jewels ("Adila", "we", "our", or "us") may be returned, exchanged or refunded.

This Policy forms part of the contract between Adila and the customer and should be read together with our:

• Terms & Conditions
• Terms of Sale
• Shipping & Delivery Policy
• Cancellation Policy
• Warranty Policy

2. Our Commitment

At Adila, we are committed to delivering jewellery that meets our quality standards and your expectations.

If a Product arrives damaged, defective, incorrect or otherwise qualifies under this Policy, we will endeavour to resolve the matter fairly and efficiently in accordance with applicable law.

3. Return Eligibility

A Product may be eligible for return only if it satisfies all of the following conditions:

• the return request is made within the applicable return period;
• the Product is returned in substantially the same condition in which it was delivered;
• the Product has not been worn beyond reasonable inspection;
• the Product has not been altered, resized, repaired or modified by any person other than Adila or its authorised service provider;
• the original invoice, certificates (where applicable), packaging, tags and complimentary items are returned together with the Product.

Eligibility for return remains subject to inspection by Adila upon receipt of the returned Product.

4. Products Not Eligible for Return

Unless otherwise required by applicable law or expressly approved by Adila, the following Products are not eligible for return:

• customised jewellery;
• personalised or engraved jewellery;
• made-to-order Products;
• Products altered at the customer's request;
• Products damaged due to misuse, accident or improper care;
• Products showing signs of wear beyond reasonable inspection;
• Products returned without essential components where those components are reasonably required to process the return.

Any exceptions to the above shall be at Adila's sole discretion or as required by applicable law.

5. Return Window

Eligible return requests must be submitted within the return period specified on the relevant Product page or otherwise communicated by Adila at the time of purchase.

Requests submitted after the applicable return period may not be accepted unless required by applicable law or covered under the Warranty Policy.

6. How to Request a Return

To initiate a return, customers should contact Adila Customer Support and provide:

• Order Number;
• Customer Name;
• Contact Details;
• Reason for Return;
• Photographs or videos where reasonably requested;
• Any other information reasonably required to assess the request.

Submission of a return request does not automatically constitute approval of the return.

7. Return Approval

Upon receiving the return request, Adila may:

• approve the return;
• request additional information;
• arrange return shipping instructions;
• decline the request where it does not satisfy this Policy.

Customers should not return Products without receiving return instructions from Adila, unless otherwise directed.

8. Return Shipping

Where a return is approved, Adila will provide instructions regarding the return process.

Depending on the circumstances of the return, Adila may:

• arrange collection through an authorised logistics partner;
• request the customer to ship the Product using an approved method; or
• reimburse reasonable return shipping costs where expressly agreed in advance.

Customers should package returned Products securely to minimise the risk of damage during transit.

9. Inspection of Returned Products

All returned Products are subject to inspection upon receipt by Adila.

Inspection may include verification of:

• Product identity;
• condition;
• signs of wear;
• alterations;
• missing components;
• certificates;
• packaging;
• authenticity.

The outcome of this inspection will determine whether the return, exchange or refund request qualifies under this Policy.

10. Condition of Returned Products

Products returned under this Policy should, where reasonably possible, be returned:

• in their original packaging;
• together with the invoice;
• together with certificates (where applicable);
• together with complimentary items received with the purchase;
• free from avoidable damage caused after delivery.

Failure to satisfy these requirements may affect eligibility for a return where such items are reasonably necessary to assess the claim.

11. Jewellery Inspection

Where a return involves jewellery, Adila may inspect the Product for:

• authenticity;
• manufacturing defects;
• accidental damage;
• signs of misuse;
• unauthorised repairs;
• resizing or alterations;
• missing stones or components;
• condition of the setting.

This inspection helps determine the appropriate resolution in accordance with this Policy and the Warranty Policy.

12. Customer Responsibilities

Customers requesting a return are responsible for:

• providing accurate information;
• cooperating with reasonable requests during the inspection process;
• preserving the Product pending return;
• following the return instructions provided by Adila.

Failure to comply with these requirements may affect the outcome of the return request.

13. Return Outcomes

Following inspection of the returned Product, Adila may, depending on the circumstances:

• approve the return and process a refund;
• approve an exchange;
• repair the Product where covered under the Warranty Policy;
• replace the Product, subject to availability;
• reject the return where the Product does not qualify under this Policy.

Customers will be informed of the outcome after completion of the inspection.

14. Refund Eligibility

Refunds may be approved where:

• the Product qualifies for return under this Policy;
• the Product cannot be replaced or exchanged where such option is appropriate;
• the Order is cancelled in accordance with the Cancellation Policy;
• the Product is confirmed to have a manufacturing defect that cannot reasonably be rectified;
• The wrong Product has been delivered and a replacement is not accepted or available.

Refunds shall not be available where the Product is ineligible for return under this Policy unless otherwise required by applicable law.

15. Refund Method

Approved refunds will ordinarily be processed using the original payment method used to place the Order.

Where the original payment method is unavailable or cannot reasonably be used, Adila may process the refund using another lawful method agreed with the customer.

Cash refunds will not ordinarily be provided for payments made through electronic payment methods unless required by applicable law.

16. Refund Processing Time

Once a returned Product has been received and approved following inspection, Adila will initiate the refund within 7 business days.

The time taken for the refunded amount to appear in the customer's account may vary depending upon:

• the payment provider;
• the customer's bank;
• card network processing times; or
• other financial institutions involved in the transaction.

Adila is not responsible for delays occurring after the refund has been successfully initiated.

17. Exchange Eligibility

Eligible Products may be exchanged in accordance with this Policy.

Exchange requests remain subject to:

• Product availability;
• successful inspection of the returned Product;
• payment of any applicable price difference;
• any additional shipping charges where applicable.

Where the requested Product is unavailable, Adila may offer:

• an alternative Product;
• store credit (if available); or
• a refund where appropriate.

18. Exchanges for Different Products

Customers wishing to exchange a Product for another Product of a different value may be required to:

• pay any difference in price where the replacement Product is more expensive; or
• receive a refund of the difference where the replacement Product is of a lower value, if applicable and in accordance with Adila's prevailing policies.

19. Store Credit

Where Adila offers store credit as a resolution option, the terms applicable to such store credit will be communicated to the customer at the time it is issued.

Store credit, if accepted by the customer, shall be governed by the applicable terms communicated by Adila.

Nothing in this Policy obligates Adila to offer store credit where it is not part of the applicable resolution.

20. Promotional Purchases

Products purchased under promotional offers, seasonal campaigns or discount programmes remain subject to this Return & Refund Policy unless expressly stated otherwise in the specific promotional terms.

Where special conditions apply to a promotion, conditions will prevail to the extent of any inconsistency.

21. Complimentary Gifts

If an Order included a complimentary gift as part of a promotional offer and the return results in the Order no longer meeting the promotion's eligibility requirements, Adila may require the complimentary gift to be returned in substantially the same condition in which it was supplied.

If the complimentary gift is not returned, Adila may deduct its value from the refund, provided such deduction has been clearly disclosed in the applicable promotional terms.

22. Partial Returns

Where an Order contains multiple Products, customers may request the return of only the eligible Product(s).

Refunds for partial returns shall be limited to the approved returned Product(s).

Shipping charges or promotional benefits may be adjusted if the return affects eligibility for free shipping or promotional offers, provided such adjustment was disclosed at the time of purchase.

23. Incorrect Products

If Adila delivers an incorrect Product, customers should notify Customer Support as soon as reasonably practicable.

Upon verification, Adila will arrange an appropriate resolution, which may include:

• collection of the incorrect Product;
• delivery of the correct Product;
• exchange; or
• refund.

24. Damaged Products During Transit

If a Product is damaged during transit, customers should report the issue as soon as reasonably practicable after delivery.

Customers may be requested to provide:

• photographs of the Product;
• photographs of the packaging;
• the Order Number; and
• any other information reasonably required to investigate the claim.

Following verification, Adila will determine the appropriate resolution in accordance with this Policy and applicable law.

25. Manufacturing Defects

Where a customer believes a Product has a manufacturing defect, the matter will be assessed under the Warranty Policy.

The availability of a refund, repair or replacement will depend on the outcome of the inspection and the terms of the Warranty Policy.

26. International Returns

For international Orders accepted for return:

• customers may be responsible for return shipping costs unless the return is due to an error by Adila or another reason for which Adila accepts responsibility;
• customs duties, taxes and import charges paid to foreign authorities are generally not refundable by Adila;
• additional documentation may be required to facilitate the return.

27. Corporate and Bulk Orders

Orders placed for corporate gifting, bulk purchases or special commercial arrangements may be subject to separate return and refund terms agreed in writing before the Order is confirmed.

Where separate written terms exist, those terms shall prevail to the extent of any inconsistency with this Policy.

28. Abuse of Return Policy

Adila reserves the right to decline future return requests or take appropriate action where there is reasonable evidence of:

• repeated misuse of the return process;
• fraudulent claims;
• return of altered or substituted Products;
• deliberate damage to Products;
• abuse of promotional offers;
• any other conduct inconsistent with the purpose of this Policy.

Nothing in this clause limits any rights available to consumers under applicable law.

29. Circumstances Where Returns May Be Declined

Adila reserves the right to decline a return request where, after inspection, it is reasonably determined that:

• the Product does not satisfy the eligibility requirements of this Policy;
• the Product has been damaged due to misuse, negligence, accident or improper storage;
• the Product has been altered, repaired, resized or modified by a person other than Adila or its authorised service provider;
• the returned Product differs materially from the Product originally supplied;
• mandatory documents reasonably required to process the return are not provided after reasonable opportunity has been given to the customer;
• the return request is fraudulent or abusive.

Where a return request is declined, Adila will inform the customer of the reasons for the decision.

30. Return of Rejected Products

Where a returned Product is found not to qualify for a return, refund or exchange, Adila may return the Product to the customer.

Where applicable, Adila will communicate any shipping charges payable before arranging re-dispatch.

31. Customer Cooperation

To enable timely resolution of return requests, customers may be requested to provide reasonable information including:

• Order Number;
• invoice;
• photographs or videos of the Product;
• photographs of the packaging;
• description of the issue;
• any additional information reasonably necessary to investigate the claim.

Failure to provide reasonably requested information may delay the resolution process.

32. Fraud Prevention

Adila reserves the right to investigate return requests where there is reasonable evidence of:

• identity fraud;
• payment fraud;
• substituted Products;
• counterfeit Products;
• deliberate damage;
• misuse of promotional campaigns;
• repeated abuse of return privileges.

Where appropriate, Adila may decline the request, suspend future transactions or take other lawful action.

33. Customer Satisfaction

At Adila, we are committed to resolving genuine customer concerns fairly, promptly and transparently.

Where a situation is not specifically addressed in this Policy, Adila may, at its discretion, consider an appropriate resolution based on:

• the facts of the case;
• applicable law;
• fairness to both parties;
• the customer's relationship with Adila;
• our commitment to customer trust.

Nothing in this clause creates a legal obligation to provide remedies beyond those required under applicable law or expressly provided in this Policy.

34. Force Majeure

Adila shall not be responsible for delays in processing returns, refunds or exchanges resulting from events beyond our reasonable control, including:

• natural disasters;
• floods;
• earthquakes;
• fire;
• pandemics;
• epidemics;
• war;
• civil unrest;
• strikes;
• transport disruptions;
• government restrictions;
• internet outages;
• cyber incidents;
• failures of logistics partners.

Where reasonably practicable, affected requests will be processed once normal operations resume.

35. Consumer Rights

Nothing contained in this Return & Refund Policy excludes, restricts or limits any rights available to consumers under applicable Indian law.

Where any provision of this Policy conflicts with mandatory legal requirements, the applicable law shall prevail to the extent of such conflict.

36. Complaints

If you are dissatisfied with the outcome of a return, refund or exchange request, you may contact:

• Customer Support
• Email: info@adila.in
• Phone: +91 8369189572

If your concern remains unresolved, you may contact our:

• Grievance Officer Sameet Sanghrajka Co-Founder
• Email: info@adila.in
• Phone: +91 8928351577

Adila will endeavour to review complaints fairly and respond within a reasonable period.

37. Governing Law

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of India.

38. Jurisdiction

Subject to applicable consumer protection laws, disputes arising under this Policy shall be subject to the jurisdiction of the competent courts and authorities having jurisdiction in Mumbai, Maharashtra.

Nothing in this clause limits any statutory rights available to consumers regarding the appropriate forum for dispute resolution.

39. Changes to this Policy

Adila may amend this Return & Refund Policy from time to time to reflect:

• changes in business operations;
• legal developments;
• regulatory requirements;
• customer experience improvements;
• operational requirements.

The updated version will be published on the Website together with the revised "Last Updated" date.

40. Contact Us

Adila Jewels

Trading Name: Adila Jewels

Legal Entity: ADHRASH HIRARAM SHAMDASANI (Sole Proprietorship)

Registered Office

8th Floor, B-85, Plot No. 683, B Wing, Sukhmani, Bomanji Petit Road, A. K. Marg, Mumbai - 400036, Maharashtra, India

Customer Support

Email: info@adila.in

Phone: +91 8369189572

Grievance Officer Sameet Sanghrajka Co-Founder

Email: info@adila.in

Phone: +91 8928351577

Website: www.adilaworld.com