Return, Exchange & Buyback Policy

Version 2 · January 2026 · Kumud (Global Gold Foundation Pvt. Ltd.)

1. Acceptance of Terms

By placing an order with Kumud (operated by Global Gold Foundation Pvt Ltd) ("Company," "Kumud," "we," "us," or "our"), you ("Customer," "you," or "your") acknowledge that you have read, understood, and agree to be bound by this Return, Exchange & Buyback Policy ("Policy"). This Policy forms an integral part of our Terms and Conditions of Sale.

At Kumud, we are committed to ensuring customer satisfaction by providing high-quality products, robust security measures, and exceptional customer support. However, all returns, exchanges, and buybacks are subject to the terms outlined in this Policy. This Policy supersedes any prior oral or written representations.

2. Scope of Application

This Policy applies to all purchases made through our website, mobile application, or any other sales channel operated by Kumud. Different terms apply to domestic (within India) and international orders as specified herein.

3. Domestic Orders (India) — Return & Replacement Policy

3.1 Return Window

We offer a hassle-free 10-day return & replacement policy for domestic orders within India. The 10-day period is calculated from the date of delivery as confirmed by courier tracking. Returns requested after this period will not be accepted.

3.2 Eligibility Criteria for Returns & Replacement

Returns and replacements will be accepted ONLY if ALL of the following conditions are met.

Condition Requirements:

Items must be in their original, unused, unworn, and unaltered condition
All tags, labels, seals, and protective coverings must be intact
No signs of wear, scratches, tarnishing, damage, or modification
Product must be in resalable condition

Mandatory Documentation — ALL items must be included:

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

Quality Assurance Inspection:

All returns are subject to inspection by the Kumud team
The Company reserves the sole and absolute discretion to accept or reject any return based on QA inspection
Returns missing necessary paperwork or product components will NOT be processed
Damage due to negligence or improper usage is NOT covered under this policy

3.3 Non-Returnable Items

The following items are FINAL SALE and cannot be returned, exchanged, or refunded under any circumstances:

Engraved or personalised products
Gold coins and bullion
Special orders marked as "Final Sale"
Custom-made jewellery items
Products damaged due to customer negligence, misuse, or improper storage
Products with broken security seals (where applicable)
Items missing original documentation, certificates, or packaging

3.4 Product-Specific Return Terms

3.4.1 Loose Gemstones

Loose gemstones can be returned within 10 days of delivery for a refund
Refund amount: 90% of the gemstone's value only
Non-refundable charges: shipping and courier charges, VAT/GST, customs duties (if applicable), handling and processing fees

3.4.2 Gemstone Gold Jewellery (Rings, Pendants, Bracelets, Necklaces, Earrings)

Custom jewellery set with gemstones CANNOT be returned for a monetary refund
Store credit option available only for ready stock items — return within 10 days of delivery to receive store credit
Store credit value: 75% of the invoice value
Store credit valid for 12 months from date of issuance
Store credit can be used for future purchases at Kumud; non-transferable and cannot be redeemed for cash
Minimum purchase value for store credit redemption: ₹5,000

3.4.3 Diamond Jewellery

Returns subject to verification with diamond grading reports
If the original diamond grading report is not returned, a replacement diamond grading report fee (as per applicable laboratory charges) will be deducted from your refund

3.4.4 Non-Resizable Items

The following items CANNOT be resized and are therefore NON-RETURNABLE for sizing issues:

Diamond and gemstone eternity rings with a specific number of stones per size
Mil grain or ornate bands with intricate detailing
Channel-set eternity bands
Tension-set rings

Important: To ensure the correct fit, please consult our jewellery expert before purchase at +91 88077 00677. The Company is not liable for sizing issues on non-resizable items once accepted by the customer.

4. Damaged, Defective, or Incorrect Items

4.1 Reporting Damaged or Missing Items

If you receive a damaged, defective, or incorrect product, report immediately — claims must be reported on the same day of receipt. Contact us: Phone: +91 88077 00677, Email: support@kumudgemstones.com.

Photographic evidence required — submit clear photographs/videos showing the damaged/defective product, the packaging condition, and any visible defects or incorrect items.

4.2 Delivery Procedure for Damaged Packages

Refuse the shipment immediately, OR open it in the presence of the courier representative and note the damage
Keep all packaging materials until you receive further instructions from Kumud
Do NOT accept delivery if security seals are broken or tampered with

4.3 Resolution for Damaged/Defective Products

Upon verification and approval by Kumud: full refund to original payment method, OR free replacement of the product (at Kumud's discretion). The Company's liability is limited to refund or replacement only — no additional compensation for consequential, incidental, or punitive damages will be provided.

5. Cancellation Policy

5.1 Cancellation Eligibility

Order cancellations must be requested within 2 hours of order placement. Once an order is in production or has been shipped, it CANNOT be cancelled.

5.2 Cancellation Charges

For jewellery orders: 25% of the total purchase price will be deducted
Orders with paid certifications: certification costs will be deducted and are non-refundable
Custom/Made-to-Order items: 100% non-refundable (no cancellation permitted)

5.3 Non-Refundable Payment Gateway Charges

The following payment gateway/transaction processing fees (Razorpay) are NON-REFUNDABLE:

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

6. International Orders

6.1 General International Order Policy

Currently, we do NOT accept returns or exchanges on international orders, except in cases where a defective product has been delivered. All international orders are considered FINAL SALE.

6.2 Exception: Defective Products

Returns are accepted for international orders ONLY if the product delivered is defective or damaged; the defect is reported on the same day of receipt (Phone: +91 88077 00677, Email: support@kumudgemstones.com); clear photographic/video evidence of the defect is provided; the product is returned unused, in its original packaging, along with the invoice; and the return is approved by Kumud after Quality Assurance (QA) inspection.

6.3 Refund Policy for Defective International Products

Refunds will be processed only after QA inspection and approval. Deductions from refund: outbound and return shipping costs, customs duties and import taxes paid, customs clearance and handling charges, payment gateway fees (as per Section 5.3), and an administrative processing fee of 5% of order value.

6.4 Undelivered International Shipments

If our logistics partner is unable to deliver the product after three (3) delivery attempts due to customer unavailability at the delivery address, incorrect/incomplete address provided by the customer, customer refusal to pay customs duties/taxes, or customer refusal to accept delivery — a refund will be processed after deducting outbound and return shipping costs, customs fees and taxes paid, clearance and handling charges, payment gateway fees, and an administrative fee of 10% of order value.

6.5 Non-Refundable Charges for International Orders

The following charges are ALWAYS non-refundable for international orders: shipping charges (both ways), VAT/GST and customs duties, import taxes, payment gateway charges, insurance fees, and additional laboratory certificates (ordered apart from the free certificate provided with a gemstone).

7. How to Prepare a Return or Exchange

7.1 Step 1: Initiate Your Return

Contact Kumud Customer Support FIRST before returning any product (Phone: +91 88077 00677, Email: support@kumudgemstones.com) within 10 days of receipt. Provide the following information: order number, invoice number, reason for return/exchange, and photographs of the product (if damaged/defective).

Important: Do NOT return the product before receiving a confirmation email from us with Return Authorization.

7.2 Step 2: Packaging & Shipping Requirements

Once you receive return authorization from Kumud, ensure the product is in original, unaltered, and unused condition with all components included. Include mandatory documents: invoice/guarantee card (returns without these will NOT be processed), product certificate, laboratory certificates/diamond grading reports (if applicable), and all original packaging materials. Pack the item(s) securely in the original packaging materials, use additional protective padding, and seal the package properly.

Critical security instructions: Do NOT mention "Kumud," "jewellery," "gemstone," or any product details anywhere on the external package for security reasons. Use discreet, plain packaging and write only the return shipping address provided by Kumud.

Shipping insurance: You MUST insure your shipment for its full purchase value and use a trackable courier service with proof of delivery. Kumud is NOT responsible for packages that are lost, stolen, or damaged during return transit — risk of loss remains with the customer until the product is received and inspected by Kumud. Customer bears all return shipping costs and should choose a reliable, insured courier service.

8. Refund Processing

8.1 Processing Timeline

Initial processing: within 24 hours of receipt at our facility
Quality assurance check: completed within 2—3 business days
Confirmation email sent upon completion of QA check
Refund initiation: submitted to your bank/payment provider within 3 business days after QA approval
Bank processing time: your bank/credit card company may take an additional 7—14 business days to reflect the refund in your account
Total processing time: 7—10 business days from the date we receive the returned product (excluding bank processing time)

Peak Season Delay: During peak holiday seasons (Diwali, Akshaya Tritiya, Wedding Season, Christmas, New Year), return processing times may double due to high volumes.

8.2 Refund Amount Calculation

Your refund will include the product value (as per invoice), less the following deductions/non-refundable amounts: shipping and handling charges (outbound and return), payment gateway fees (as per Section 5.3), GST/VAT and customs duties, insurance costs, additional laboratory certificate fees (if ordered separately from the free certificate), and store credit adjustments (if applicable per Section 3.4.2).

8.3 Refund Method

Refunds will be processed to the original payment method used for purchase: bank transfer (NEFT/RTGS) for high-value transactions, or credit/debit card refunds as per card issuer processing time.

8.4 Rejected Returns

If your return is rejected due to non-compliance with this Policy, you will be notified via email/phone with detailed reasons for rejection. The product will be returned to you at your expense, no refund will be processed, and return shipping charges will be communicated to you before shipping.

9. Exchange Policy

9.1 General Exchange Terms

Exchanges are subject to product availability
Exchange must be requested within 10 days of delivery
All eligibility criteria for returns (Section 3.2) apply to exchanges
Size exchanges permitted only for resizable items (subject to technical feasibility)
Design exchanges permitted within same product category and similar price range

9.2 Exchange Procedure

Contact Kumud Customer Support for exchange authorization, return the original product following the return procedure (Section 7), and upon QA approval, the replacement item will be shipped. If the replacement item costs more, pay the difference before shipping; if it costs less, the difference will be refunded or issued as store credit (at the customer's choice).

9.3 Exchange Shipping Costs

Domestic orders: customer bears return shipping; Kumud bears forward shipping for the replacement. International orders: customer bears all shipping costs (both ways).

10. Lifetime Exchange Policy

10.1 Eligibility

Available for products purchased from Kumud with valid proof of purchase. The product must be in resalable condition as determined by Kumud's quality assessment. Lifetime exchange value is calculated at the time of exchange based on current prevailing market rates.

10.2 Lifetime Exchange Value Calculation

Gold/Platinum Jewellery: 100% of metal weight value at the prevailing market rate on the date of exchange. Metal purity and weight verified by Kumud's certified experts.
Natural Diamond Jewellery: 90% of the prevailing diamond's discounted price value (as determined by Kumud's gemmologist) + 100% of metal weight value at current market rate.
Gemstone & Gemstone Jewellery: Exchange value based only on metal weight at prevailing gold and silver rate — no additional value for design, stones, or craftsmanship.
Lab-Grown Diamond Jewellery: 100% of metal weight value at the prevailing market rate + 90% value for lab-grown diamonds (as determined by Kumud).
Silver Jewellery (Studded & Plain): Exchange value based only on metal weight at prevailing silver rate — no additional value for design, stones, or craftsmanship.

10.3 Lifetime Exchange Process

Visit Kumud's authorised store/office with the product and original invoice
Product authenticity and condition verification by Kumud team
Exchange value calculated and communicated to you
Select new product of equal or higher value
Pay any price difference (if applicable)
Exchange completed and new invoice issued

10.4 Conditions & Limitations

Lifetime Exchange does NOT apply to: products purchased from unauthorised third-party sellers; damaged, altered, modified, or repaired items (unless repaired by Kumud); products without valid proof of purchase/invoice; or products not authenticated by Kumud.

Additional terms: exchange value is non-negotiable and determined solely by Kumud; Lifetime Exchange cannot be combined with other promotional offers or discounts; exchange is for product-to-product only — no cash refund component; metal rates are subject to daily fluctuation as per market conditions.

11. Lifetime Buyback Policy

11.1 Eligibility

Available for select products purchased from Kumud. Valid original invoice/proof of purchase mandatory. Product must be in acceptable condition as determined by Kumud's assessment team.

11.2 Lifetime Buyback Value Calculation

Buyback value = Lifetime Exchange Value (Section 10.2) MINUS additional deductions as follows:

Natural Diamond Jewellery: Metal value 100% at current rate, diamond value 90% of discounted price value, minus an additional deduction of 10% from total Lifetime Exchange value.
Plain Gold/Platinum Jewellery: Metal value 100% at current rate, minus an additional deduction of 3% from total Lifetime Exchange value.
Gemstone & Gemstone Jewellery: Metal value only — 100% of current metal weight value at prevailing rate. Gemstones: NO cash back allowed.
Lab-Grown Diamond Jewellery: Metal value only — 100% of current metal weight value at prevailing rate. Lab-grown diamonds: NO cash back allowed and not eligible for buyback (exchange only).
Silver Jewellery (Studded & Plain): NO buyback is allowed for any silver jewellery — exchange only option available (as per Section 10).

11.3 Buyback Procedure

Contact Kumud Customer Support to schedule a buyback evaluation appointment
Bring the product with original invoice to Kumud's authorised office
Product authenticity, purity, and condition verification by certified experts
Buyback value calculated as per Section 11.2 and offered to customer
Upon your acceptance, buyback agreement signed
Payment processed within 7—10 business days via bank transfer

11.4 Buyback Payment Method

Payments are made via Bank Transfer (NEFT/RTGS/IMPS) only.

11.5 Conditions & Limitations

Kumud reserves the right to refuse buyback at its sole discretion. Buyback values are subject to daily market rate fluctuations and are non-negotiable. Products with disputed authenticity, origin, or certification will not be bought back. Buyback cannot be combined with exchange or any other policy benefits. For high-value buybacks (above ₹5,00,000), additional documentation may be required: PAN card copy, address proof, original purchase invoice, and bank account details for direct transfer.

12. General Terms & Conditions

12.1 Modification of Policy

Kumud reserves the right to modify, amend, or update this Policy at any time without prior notice. The revised Policy will be effective immediately upon posting on our website (www.kumudgemstones.com). Continued use of our services after such modifications constitutes acceptance of the modified Policy.

12.2 Limitation of Liability

To the maximum extent permitted by Indian law: Kumud's total liability for any claim arising from purchase, return, exchange, or buyback shall not exceed the actual purchase price paid for the specific product. Kumud is NOT liable for any indirect, consequential, incidental, special, or punitive damages including but not limited to loss of profits or revenue, loss of use or opportunity, emotional distress, or third-party claims. Kumud is NOT responsible for losses arising from actions of third parties including courier/logistics service providers, payment gateways and banks, customs authorities, and certification laboratories.

12.3 Force Majeure

Kumud shall not be liable for any delays or failures in performance resulting from circumstances beyond its reasonable control, including but not limited to: natural disasters (earthquakes, floods, cyclones, pandemics); government actions, laws, regulations, or restrictions; labor strikes, lockouts, or industrial disputes; transportation disruptions or courier service failures; internet, telecommunications, or power failures; acts of terrorism, war, or civil unrest; and epidemics or public health emergencies.

12.4 Dispute Resolution

Governing Law: This Policy shall be governed by and construed in accordance with the laws of India, without regard to conflict of law principles.

Jurisdiction: Any disputes, claims, or controversies arising out of or relating to this Policy, returns, exchanges, or buybacks shall be subject to the exclusive jurisdiction of the courts located in Chennai, Tamil Nadu, India.

Arbitration Clause: Any dispute that cannot be resolved amicably through customer support shall be referred to binding arbitration, conducted in accordance with the Arbitration and Conciliation Act, 1996. Arbitration venue: Chennai, Tamil Nadu, India. Language: English. Number of arbitrators: one (1) mutually agreed arbitrator, whose decision shall be final and binding on both parties. Each party shall bear their own costs; arbitrator fees split equally.

Amicable Resolution: Before initiating formal dispute resolution, parties agree to attempt good faith negotiations for at least 30 days.

12.5 Severability

If any provision of this Policy is held to be invalid, illegal, or unenforceable by any court of competent jurisdiction, such provision shall be deemed severed from this Policy, and the remaining provisions shall continue in full force and effect.

12.6 Entire Agreement

This Policy, together with our Terms and Conditions, Privacy Policy, Shipping Policy, and any other policies displayed on our website, constitutes the entire agreement between the customer and Kumud regarding returns, exchanges, and buybacks, and supersedes all prior oral or written agreements.

12.7 Photographic/Video Evidence Requirements

Kumud may require photographic or video evidence for all claims related to damaged, defective, or incorrect products. Evidence must be submitted within the timeframe specified (same day of delivery). Failure to provide required evidence may result in denial of claim. All images/videos must clearly show the product, packaging, and alleged issue.

12.8 Quality Assurance Rights

Kumud reserves the right to: test, verify, authenticate, and inspect all returned products using certified gemmological equipment; reject returns that do not meet eligibility criteria as outlined in this Policy; charge customers for return shipping costs if returns are rejected due to non-compliance; retain products for extended testing (up to 15 business days) if authenticity is questioned; deduct costs for damaged or altered products from refund amount; and report suspected fraudulent returns to appropriate authorities.

12.9 Customer Responsibilities

By accepting delivery and/or initiating a return, customers acknowledge responsibility for: providing accurate and complete delivery address and contact information; being available at the delivery address during delivery attempts; inspecting products immediately upon receipt and reporting issues same day; complying with all return procedures, timelines, and documentation requirements; ensuring proper packaging and insurance during return shipment; maintaining products in eligible condition for return (unused, undamaged, with all components); paying applicable customs duties and taxes for international orders; and understanding product specifications, sizing, and non-returnable categories before purchase.

12.10 Privacy & Data Protection

Personal information collected during return, exchange, or buyback processes will be handled in accordance with Kumud's Privacy Policy, the Information Technology Act, 2000, the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, and any other applicable Indian data protection laws. Customer data will be used solely for processing returns/exchanges/buybacks and will not be shared with third parties except as required for transaction processing or as mandated by law.

12.11 Fraud Prevention

Kumud employs advanced fraud detection systems to identify suspicious return patterns. Multiple returns, excessive returns, or returns of items not purchased from Kumud may result in rejection of return requests, account suspension or termination, and legal action for fraud/theft. Product authenticity is verified using proprietary marking systems and databases.

12.12 Special Considerations for High-Value Transactions

For products valued above ₹5,00,000: additional documentation may be required for returns/buybacks; extended QA inspection period (up to 7 business days); in-person verification may be requested; enhanced authentication procedures applied; refunds processed via RTGS/bank transfer only (no cash/cheque).

13. Contact Information

For questions, assistance, or to initiate a return/exchange/buyback, please contact Kumud Customer Support:

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

Business Address: Global Gold Foundation Pvt Ltd, No. 369 & 370, 8th Main Road, Phase 1, Nolambur, Mogappair West, Chennai, Tamil Nadu, India — Pin: 600037

Business Hours: Monday to Friday: 10:00 AM – 6:00 PM IST. Saturday, Sunday & Public Holidays: Closed.

Response Time: We aim to respond to all inquiries within 24—48 hours during business days (excluding Sundays and public holidays). For urgent queries, call us directly at +91 88077 00677.

14. Customer Acknowledgment

By completing a purchase with Kumud, you expressly acknowledge and confirm that:

You have carefully read and fully understood this entire Return, Exchange & Buyback Policy
You agree to be legally bound by all terms, conditions, and limitations specified herein
You accept the product-specific restrictions on returns, exchanges, and buybacks
You understand the non-refundable charges and deductions applicable to your order
You acknowledge Kumud's sole discretion in quality assurance and product acceptance
You waive any claims, demands, or remedies not explicitly permitted under this Policy
You have had the opportunity to seek independent legal advice before making your purchase
You consent to the jurisdiction and governing law specified in Section 12.4