FAQ's

Frequently Asked Questions  ·  Kumud Fine Jewellery

1. About Kumud

Who is Kumud?

Kumud is a digital gem and jewellery platform born from decades of experience in the jewellery trade. Founded on a legacy dating back to 1997, Kumud brings together heritage craftsmanship and modern technology to offer authentic gemstones and fine jewellery. We are operated by Global Gold Foundation Private Limited and accessible at www.kumudgemstones.com.

What makes Kumud different from other jewellery platforms?

At Kumud, every gemstone is meticulously handpicked by experts for authenticity, quality, and long-term value. We go a step further by studying individual horoscopes to align gemstones with your astrological needs. Our design philosophy balances classical elegance with modern precision, ensuring each piece is both meaningful and enduring.

Is Kumud an authorised and legitimate business?

Yes. Kumud is operated by Global Gold Foundation Private Limited, a registered company. Our office is at No. 369 & 370, 8th Main Road, Phase 1, Nolambur, Mogappair West, Chennai, Tamil Nadu, India – Pin: 600037.

2. Ordering & Account

How do I place an order on Kumud?

You can place an order directly on our website www.kumudgemstones.com. Browse our collection, select your product, and proceed to checkout. For assistance, you can also reach our customer support team at +91 88077 00677 or support@kumudgemstones.com.

Do I need to create an account to shop?

An account is recommended for a seamless shopping experience. It lets you track orders, manage your wishlist, and view purchase history. If you register, you are responsible for keeping your login credentials confidential.

Who is eligible to use the Kumud website?

The Kumud website is open to all users. However, if you are under the age of 18, you may use the website only with the participation of a parent or legal guardian. The website is intended for personal, non-commercial use only.

Can I cancel my order?

Order cancellations can only be requested within 2 hours of order placement. Once an order is in production or has been shipped, it cannot be cancelled. The following charges apply on accepted cancellation requests:

• Jewellery orders: 25% of the total purchase price will be deducted
• Orders with paid certifications: Certification costs are non-refundable
• Custom / made-to-order items: 100% non-refundable – no cancellation permitted

Note: Payment gateway fees are also non-refundable (see Cancellation Policy on our website).

Can I get a custom jewellery design made?

Yes, custom jewellery designs are available. Please contact our team at support@kumudgemstones.com or +91 88077 00677 with your design and gemstone details before placing an order, so our experts can review feasibility and provide guidance.

3. Payments

What payment methods does Kumud accept?

Kumud accepts a wide range of payment options through our secure Razorpay payment gateway, including:

• Credit Cards & Debit Cards (Visa, Mastercard, RuPay, etc.)
• Net Banking
• UPI (GPay, PhonePe, Paytm, BHIM, etc.)
• Digital Wallets
• Cash on Delivery (COD) for eligible orders

Is Cash on Delivery (COD) available?

Yes, Kumud offers a COD facility on orders above INR 5,000. COD is available across most major cities and towns in India. Once you place a COD order, our team will verify your details and confirm COD availability for your pin code within 24 hours.

Note: COD is not available for international orders or for custom/made-to-order items.

Are international cards accepted?

Yes, international credit and debit cards are accepted through our payment gateway. Applicable processing fees vary by card type (e.g., 3.54% for foreign/international cards via Razorpay).

How will I know my payment was successful?

After a successful transaction, you will receive a confirmation email on your registered email address with your order details and invoice.

What happens if my payment fails?

If your transaction fails, any amount debited from your account will typically be refunded within 24–48 hours by your bank. Please contact us at support@kumudgemstones.com or +91 88077 00677 if you face any issues.

What if my account is debited but Kumud has not received the payment?

In such cases, please share the transaction reference details with our support team at support@kumudgemstones.com or call us at +91 88077 00677. We will investigate and resolve the issue promptly.

Are there any non-refundable payment charges?

Payment gateway processing fees are non-refundable in case of cancellation. These are:

• Indian Debit/Credit Cards / Net Banking: 2.36%
• American Express Cards: 4.72%
• Foreign / International Cards: 3.54%
• UPI / Digital Wallets: As applicable per transaction

Does Kumud offer EMI payment options?

EMI availability depends on your card issuer and bank. Please check with your bank directly for eligible EMI options at checkout.

Can I directly transfer the payment to your bank account?

You can directly transfer your payments into our HDFC Bank account. Please email us at support@kumudgemstones.com or call us at +91 88077 00677 to inform us of your payment once done.

Bank Details:
HDFC Bank Account Number: 50200115297861
Branch: Mogappair West, Chennai (IFSC Code: HDFC0001765 / SWIFT Code: HDFCINBBCHE)
Name on Account: Global Gold Foundation Private Limited

4. Gemstones & Products

How does Kumud ensure the authenticity of gemstones?

Every gemstone at Kumud is meticulously handpicked by expert gemologists. All gemstones come with a free authentic laboratory certificate from accredited gem testing laboratories, confirming the gemstone’s composition, treatments, and origin. We never sell lab-created stones as natural ones.

Do gemstones come with a lab certificate?

Yes. Every gemstone purchase from Kumud comes with a complimentary lab certificate from a trusted, accredited gem testing laboratory, regardless of the price of the gemstone. This certificate confirms authenticity, quality, and any treatments applied.

How does Kumud help me choose the right gemstone?

Our team studies your individual horoscope to understand your personal astrological needs and recommends gemstones accordingly. Each recommendation is made with care and responsibility, guided by decades of heritage knowledge. Please reach out to us at support@kumudgemstones.com to get your personalised gemstone consultation.

Can the product colours shown on screen differ from the actual product?

Yes. Colours and textures visible on screen may vary depending on your device’s display capabilities. While Kumud makes every effort to represent products accurately, we cannot guarantee a perfect colour match. If a product is not as described, you may return it in unused condition as per our Return Policy.

Is there a weight variance in jewellery products?

Yes. Due to the handcrafted nature of jewellery, the weight of gold, diamond, or other precious metals may vary by up to 5% from the stated value. If you receive a product weighing more than what you paid for, you will be required to pay the difference. If the product weighs less, Kumud will reimburse the difference.

Does Kumud have a conflict-free diamond policy?

Yes. Kumud has a zero-tolerance policy against conflict diamonds. All diamonds are sourced exclusively from authorised, responsible suppliers who adhere to the highest ethical standards.

5. Shipping & Delivery

Does Kumud offer free shipping?

Yes. Free shipping is available on all domestic orders above INR 5,000. For international orders, Free Express Shipping is available on orders above INR 1,50,000.

How long does it take to dispatch my order?

Dispatch time depends on the product type:

• Loose gemstones: Typically next day–3 business days for metro cities and 2 to 7 business days for non-metro cities.
• Gemstone mounted in jewellery: Typically around 21 days
• Items requiring additional lab certificates: Additional days as per lab turnaround
• Non-metro locations: 2 to 7 days

Can I track my shipment?

Yes. Once your order is dispatched, you will receive an email with a Tracking ID and link to track your shipment online. All shipments within India are sent via reputed couriers such as India Post, DHL, Sequel, etc.

Is my shipment insured?

Yes. All Kumud shipments are fully insured. The insurance cost is included in the shipping charges, and you do not need to pay anything extra. Products are also packed in durable, tamper-evident packaging.

Are there any hidden charges or taxes?

No hidden charges are levied for domestic shipments. Any applicable octroi or local taxes are paid by the company. For international orders, customers are responsible for customs duties, VAT, and import taxes as applicable in their country.

Does Kumud ship internationally?

Yes, Kumud ships to 100+ countries worldwide. International Free Express Shipping (via DHL, India Post, Sequel, etc.) is available on orders above INR 1,50,000.

What are the international shipping charges?

For international orders below INR 1,50,000, a shipping charge of INR 3,600 applies for most countries. A flat rate postal shipping option at INR 999 is available for orders under INR 50,000 to Australia, New Zealand, USA, and select Asian countries (delivery: 20–30 days).

Note: Some countries like Belgium may attract a higher shipping charge of INR 8,000 for orders above INR 40,000.

What are my responsibilities for international orders?

International customers are responsible for all customs duties, VAT, and import taxes levied by their country. If a shipment is refused or undeliverable after three delivery attempts, a refund will be processed after deducting all shipping, customs, and handling charges plus an administrative fee of 10% of the order value.

6. Returns, Exchanges & Refunds

What is Kumud’s Return Policy?

Kumud offers a hassle-free 10-day Return & Replacement Policy for domestic (India) orders. Returns must be initiated within 10 days of the delivery date (as confirmed by courier tracking). Items must be unused, unworn, unaltered, and in original condition with all tags, seals, and packaging intact.

What documents are required for a return?

All of the following must be included with your return:

• Original Product Certificate
• Original Invoice / Bill
• Original packaging materials and boxes
• Laboratory certificates and grading reports (where applicable)
• All accessories, pouches, and complimentary items received with the order
• Discount coupons, if any were provided

What items cannot be returned?

The following are FINAL SALE and cannot be returned:

• Engraved or personalised products
• Custom-made jewellery
• Special orders marked as ‘Final Sale’
• Products damaged due to customer negligence or misuse
• Items missing original documentation, certificates, or packaging

Can I return a loose gemstone?

Yes, loose gemstones can be returned within 10 days of delivery for a refund of 90% of the gemstone's value. Shipping charges, GST/VAT, customs duties, and handling fees are non-refundable.

Can I return gemstone gold jewellery?

Custom jewellery set with gemstones CANNOT be returned for a monetary refund. For ready-stock items only, you may return within 10 days to receive store credit worth 75% of the invoice value. Store credit is valid for 12 months and is non-transferable.

How do I initiate a return?

Contact Kumud Customer Support first (before sending the item back):

• Phone: +91 88077 00677
• Email: support@kumudgemstones.com
• Provide your order number, invoice number, reason for return, and photographs (if damaged)

Note: Do NOT return the product before receiving a Return Authorisation confirmation email from us.

How long does it take to get my refund?

Once Kumud receives your returned product, the total processing timeline is 7–10 business days (excluding bank processing time):

• Initial processing: Within 24 hours of receipt
• Quality Assurance check: 2–3 business days
• Refund submitted to bank: Within 3 business days after QA approval
• Bank reflection: Additional 7–14 business days (depends on your bank)

Note: During peak seasons (Diwali, Akshaya Tritiya, Wedding Season), processing times may double.

What are the return shipping responsibilities?

The customer is responsible for all return shipping costs. You must use a trackable courier service and insure your shipment for its full purchase value. Kumud is not responsible for packages lost, stolen, or damaged during return transit.

Are international orders returnable?

International orders are generally considered FINAL SALE and are not eligible for returns or exchanges, except in cases where a defective product was delivered. Defects must be reported on the same day of receipt with photographic/video evidence.

7. Exchange & Lifetime Exchange

Can I exchange a product?

Yes. Exchanges are accepted within 10 days of delivery, subject to the same eligibility criteria as returns and product availability. Size exchanges are permitted only for resizable items. Design exchanges are permitted within the same product category and similar price range.

What is Kumud’s Lifetime Exchange Policy?

Kumud offers a Lifetime Exchange Policy for products purchased from Kumud with valid proof of purchase. The exchange value is calculated based on prevailing market rates at the time of exchange:

• Gold/Platinum Jewellery: 100% of metal weight value at current market rate
• Natural Diamond Jewellery: 90% of discounted diamond value + 100% metal weight value
• Gemstone Jewellery: Exchange value based only on metal weight (no value for stones)
• Lab-Grown Diamond Jewellery: 90% of lab diamond value + 100% metal weight value
• Silver Jewellery: Exchange value based on metal weight only

Note: Lifetime Exchange is product-to-product only – no cash component. Exchange value is non-negotiable and cannot be combined with other offers or discounts.

8. Lifetime Buyback Policy

Does Kumud offer a Buyback facility?

Yes. Kumud offers a Lifetime Buyback facility for select products purchased from Kumud with a valid original invoice. The buyback value is calculated based on the Lifetime Exchange value minus applicable deductions:

• Plain Gold Jewellery: 100% metal value – 3% additional deduction
• Natural Diamond Jewellery: 90% diamond value + 100% metal value – 10% additional deduction
• Gemstone Jewellery: Metal weight value only – no cash back for gemstones
• Lab-Grown Diamond Jewellery: Metal weight value only – no cash back for lab diamonds
• Silver Jewellery: NO buyback available (exchange only)

How do I initiate a Buyback?

Contact Kumud Customer Support to schedule a buyback evaluation appointment. Bring the product with the original invoice to our authorised office. Our certified experts will verify authenticity, purity, and condition, calculate the buyback value, and — upon your acceptance — process payment within 7–10 business days via bank transfer (NEFT/RTGS/IMPS).

Note: For buybacks above ₹5,00,000, additional documents (PAN Card, address proof, bank details) may be required.

9. Fraud Awareness

How can I protect myself from fraudulent communications?

Please be aware that fraudsters may impersonate Kumud employees, agents, or affiliates to solicit money or personal information via email, WhatsApp, phone, or social media. Kumud will NEVER ask you to click on unverified links or transfer money to personal accounts. If you receive a suspicious communication claiming to be from Kumud, please report it immediately to support@kumudgemstones.com and notify your local police authority.

10. Cash on Delivery

What is Cash on Delivery (COD)?

Cash on Delivery is a payment option where you pay the delivery executive in cash at the time of receiving your order, rather than making an advance payment at the time of placing the order.

Is Cash on Delivery available at my location?

COD is available across most major cities and towns in India. However, availability may vary depending on your pin code and the serviceability of our courier partners in your area. Please note the following:

• COD is not available for orders below INR 5,000 or above INR 50,000
• Certain states, such as West Bengal, are currently not serviceable for COD
• Our customer support team will notify you within 24 hours of order placement if COD is unavailable at your location

For location-specific queries, please contact us: +91 88077 00677  |  support@kumudgemstones.com

Is COD available for all products?

COD is available for all standard, non-customised orders. Customised orders — such as gemstones set in rings, pendants, or bracelets, or orders that include paid laboratory certificates — require an advance payment for the customised component only. The remaining balance can be paid via Cash on Delivery at the time of delivery.

Is there a minimum or maximum order value for COD?

Yes. COD is available only for orders valued between INR 5,000 and INR 50,000. Orders outside this range are not eligible for the Cash on Delivery option. For further clarification on COD eligibility for your order, please reach out to our customer support team.

How does the Cash on Delivery process work?

Once you place a COD order, our customer support team will verify your name, delivery address, and contact details, and confirm COD availability for your pin code. You will be notified of the approval via email or denial via phone within 24 hours of order placement.

Upon approval, your order will be processed and dispatched through our designated COD courier partner. The delivery executive will bring your package to your doorstep, and you will be required to make the full payment in cash before the package is handed over to you.

How long will my COD order take to arrive?

COD deliveries follow the same timelines as standard courier deliveries:

• Metro cities: Next day to 3 business days from the date of dispatch
• Non-metro locations: 2 to 7 business days from the date of dispatch

Please note that dispatch timelines vary depending on the product type (loose gemstone, mounted jewellery, etc.).

Can I pay by any method other than cash at delivery?

No. Our COD courier partners accept cash payments only at the time of delivery. No other payment modes — including UPI, cards, or wallets — are accepted at the doorstep.

Will the delivery executive call before arriving?

Typically, the delivery executive will not call or send an SMS prior to the first delivery attempt. However, if you are unavailable at the time of delivery, you will receive an SMS notification and can coordinate with the courier partner to reschedule delivery at a convenient time.

Can I open the package before making the payment?

No. As per courier company policy, delivery executives are not permitted to allow packages to be opened prior to payment. You are required to make the full cash payment before the package is handed over to you.

Please be assured that your order will be exactly as confirmed. In the unlikely event that you receive a damaged, defective, or incorrect product, Kumud offers a hassle-free 10-Day Return & Replacement Policy. Please refer to our Return Policy on www.kumudgemstones.com for full details.

Can I track my COD shipment?

Yes. All COD shipments are dispatched through reputed courier partners whose shipments are trackable online. Once your order is dispatched, you will receive an email containing your Tracking ID and a link to monitor your shipment in real time.

Can I switch from COD to a prepaid payment after placing my order?

Yes, this is possible provided your order has not yet been dispatched. Please contact our customer support team at +91 88077 00677 or support@kumudgemstones.com to request the change. Once the order has been shipped, no changes to the payment mode will be entertained.

Contact Us

Phone: +91 88077 00677  |  Email: support@kumudgemstones.com  |  Website: www.kumudgemstones.com