Shipping Policy
We prioritize the safety, security, and hassle-free shipping of orders from www.satyamjewellerdubai.com. To ensure secure transit, all our products are insured by a reputable insurance company.
We take great care in packaging every product, be it jewellery or gold coins, to ensure it reaches your doorstep in a durable and tamper-proof condition. Our trusted courier partners, including Bluedart, Ecom Express, Malca Amit, and BVC, are responsible for delivering the packages, selected based on their serviceability in the shipping address.
Shipping charges are completely waived off for all orders delivered across India, making the process even more convenient for our valued customers.
For delivery to proceed smoothly, customers must provide accurate details of the consignee/recipient, including name (as stated in their government-issued photo identification), complete address, nearby landmark, pin code, and contact number.
Upon delivery, the recipient will need to present one of the following identity proofs to collect the product:
- Passport, PAN Card,
- Driver’s License,
- or Voter ID.
The courier agent will verify the recipient’s identity before completing the delivery. Cooperation from the recipient in providing original copies of identity proof for identification is essential.
Orders can be delivered to the recipient’s residential or work location or to any nearby Malabar Gold and Diamonds showroom in India. However, delivery to public places like malls, hotels, restaurants, hostels, or streets is not possible.
In the event that the recipient is unavailable during the delivery attempts, the courier company will make up to three attempts to deliver the product. If the recipient remains unreachable or unavailable, the product will be returned to our facility in Mumbai.
Customers can track their orders through the “My Account” section on our website, and they can also make changes to the shipping address until the order is dispatched from our facility. To change the shipping address, customers should send an email to SATYAMJEWELLERS@HOTMAIL.COM
We guarantee product delivery in accordance with the terms and conditions of the courier company. Any discrepancies in the recipient’s details may result in non-delivery of the product.
www.satyamjewellerdubai.com reserves the right to modify this policy without prior notice. In such cases, the revised policy will be posted on our website.
In the event of shipment discrepancies such as damage, short or over-shipment, or suspected loss, customers should contact our Customer Care Department immediately within 72 hours. This can be done by calling +97143359727 and sending an official email to SATYAMJEWELLERS@HOTMAIL.COM
For damaged products, customers must contact our customer service department within 72 hours of receiving the parcel. The investigation team will take appropriate action after receiving the complaint by email. Failure to report the incident within the specified timeframe will result in no responsibility being taken for the damages, and no refund or complaint will be entertained.
If any products are missing from the parcel, customers are urged to report the issue within 72 hours of receiving the parcel. This can be done by contacting our customer service department at +97143359727 and sending an email to SATYAMJEWELLERS@HOTMAIL.COM The investigation team will address the matter and provide a resolution within 7 working days. Failure to report any issues within the specified time frame or not following the recommended inspection process before accepting the parcel may prevent us from entertaining any complaints.
For non-receipt of an order, customers are provided with a tracking ID at the time of dispatch, which should be used to track the shipment. Once the shipment is delivered, a delivery confirmation is sent to the registered email ID. If the customer does not receive the parcel physically despite the email confirmation, they should contact our customer service department within 72 hours. This can be done by calling +97143359727 or sending an email to SATYAMJEWELLERS@HOTMAIL.COM The investigation team will promptly address the issue and provide a resolution within 7 working days. However, failure to report any issues within the specified time frame will result in us being unable to entertain any complaints or issue refunds in case of chargebacks raised to the bank without following the above process.
Cancellation Policy
At times, certain discrepancies may arise, giving us the right to cancel orders. Common reasons for cancellation from our end include product unavailability in the inventory, pricing errors, and inaccuracies in product information. In some cases, we may require additional information from the customer to process the order, and we will notify them accordingly. If we need to cancel an order partially or completely, or if we require extra data, we will promptly inform the customer.
Should you decide to cancel your order after placing it, you can do so before the product is dispatched. For ready-to-ship products, upon receiving your cancellation request, we will initiate a refund through the same payment method used for the purchase. The refund process will be completed within 10 working days. However, please note that a pre-dispatch cancellation fee of 2% will be levied, and the remaining 98% will be refunded to your account. Kindly note that gold coin orders are non-cancellable under any circumstance.
Please be aware that we do not accept cancellations for Smart Buy (make-to-order) or customized jewellery products. If a customer wishes to obtain a refund or exchange such items for other product(s), the making charges and stone charges of the ordered product will be deducted from the payment. The balance amount will then be refunded to the customer’s account within 10 working days, or it will be adjusted against the exchanged product(s).
In the event of a failed transaction where the amount is deducted from the customer’s account, we assure you that the refund will be processed and the amount will be returned to your account within 72 hours.
We strive to maintain transparency and fairness in our processes, ensuring customer satisfaction at all times. If you have any questions or concerns regarding our cancellation and refund policies, please do not hesitate to contact our dedicated support team, whose contact details can be found on our website.
Refunds & Returns Policy
Refund
Our No Questions Asked Refund Policy allows customers to return our products within 14 days of receiving delivery. Upon receiving the returned product at our registered address (which can be found on our website www.satyamjewellerdubai.com, we will promptly process a full refund to the customer’s account within 10 working days.
This refund facility is exclusively applicable for purchases made through our website, www.satyamjewellerdubai.com, and does not apply to purchases made at our physical stores in India.
To initiate a return, we will provide the customer with a convenient ‘Return Packaging Kit,’ ensuring that the product is securely packaged for the return journey. The return pick-up process usually takes 7-10 working days, and we strongly recommend noting down the courier airway bill number for tracking purposes.
Please note that this refund is subject to quality confirmation by our skilled quality assurance team. Additionally, we require the complete packaging, including all relevant documents such as the insurance certificate, original invoice, and product certificate, to be returned with the product.
Kindly be aware that our 14-day refund policy does not extend to certain items, including gold coins, silver articles, gold rakhi, and products ordered with specific indications such as smart buy (Make to Order), customization, engraving, personalized items, gift cards, purchases using promotion codes, or discount coupons.
We value our customers and strive to provide a hassle-free and transparent refund process to ensure their utmost satisfaction with our products and services. For any further information or assistance, we encourage customers to reach out to our dedicated support team through the contact information available on our website.
Returns Policy
Our Exchange Policy offers customers the convenience of exchanging purchased jewellery from www.malabargoldanddiamonds.com. Exchanges can be made by returning the product to either the registered address of www.satyamjewellerdubai.com or any of the Malabar Gold and Diamonds stores in India.
For exchanges made within 14 days of purchase, customers are eligible for a 100% exchange of the invoice value. However, please note that certain items, such as Smart Buy (Make to order) orders, Gold Coins, Customised Jewellery orders, and personalised jewellery orders, are not eligible for exchange within this period. For such cases, the exchange policy after 14 days of purchase is applicable.
For exchanges made after 14 days of purchase, the benchmark rate of platinum and gold from www.satyamjewellerdubai.com or the respective store will be considered for the exchange.
The exchange value for different product types is as follows:
- Gold Jewellery: 100% value of the benchmark gold rate.
- Diamond Jewellery: 100% value of the benchmark gold rate and 100% value of the invoice for diamonds exchanged against Diamond Jewellery.
- Era or Uncut Jewellery: 100% value of the benchmark gold rate and 75% of the invoice value of uncut diamonds.
- Precia or Precious stone Jewellery (Ruby, Emerald, Sapphire): 100% value of the benchmark gold rate and 75% of the invoice value of precious stones.
- Solitaire Diamond Only: 100% prevailing market value of the solitaire diamond, subject to a maximum of Rs. 10 lakhs.
- Solitaire Diamond Studded Jewellery: 100% prevailing market value of the solitaire diamond, subject to a maximum of Rs. 10 lakhs. Additionally, 100% value of the benchmark gold rate and 100% value of the diamond’s invoice will be considered.
- Platinum Jewellery: 100% value of the benchmark platinum rate and 100% value of the diamond’s invoice.
- Gold Coins: 100% value of the benchmark gold rate.
Please note that Making Charge, Other Stones, and Taxes are not eligible for any exchange value.
We believe in providing our customers with a flexible and transparent exchange policy to ensure their utmost satisfaction with our products. For more detailed information or assistance, customers are welcome to reach out to our dedicated support team through the contact details available on our website.