Exchange Policy

1 — Overview

Our Exchange Philosophy

We understand that choosing jewellery is a deeply personal experience, and there may be occasions where you wish to exchange a purchased item for another from our collection. Balaji Diamonds Pvt Ltd is committed to making this process as smooth and satisfying as possible.

This Exchange Policy applies to all jewellery purchases made through the SBD Loyalty App and sets out the conditions under which exchanges will be accepted.

2 — Exchange Eligibility

Conditions for Exchange

An exchange request may be accepted if all of the following conditions are met:

• The exchange request is made within 15 days of the date of delivery.
• The product is in its original, unworn, and undamaged condition, with all original packaging, certificates of authenticity, and documentation intact.
• The product has not been altered, resized, engraved, or modified in any way after purchase.
• Proof of purchase (order number or receipt) is provided at the time of the exchange request.
• The item is returned to our store in Kathmandu in person or as agreed with our team.

3 — Exchange Value

How Exchange Value Is Determined

The exchange value of a returned jewellery item will be determined based on the following:

• The original purchase price of the item, subject to any applicable making charges or customisation costs that are non-recoverable.
• Current gold or gemstone market rates at the time of exchange, where applicable — market fluctuations may affect exchange value for gold and diamond pieces.
• The condition of the returned item upon inspection by our team.

Our team will provide you with a clear and transparent valuation before the exchange is finalised. You are under no obligation to proceed if the offered exchange value does not meet your expectations.

4 — Non-Exchangeable Items

Items Excluded from Exchange

The following items are not eligible for exchange under any circumstances:

• Customised or made-to-order jewellery pieces, including items with engraving, personalised sizing, or bespoke designs.
• Items that have been worn, damaged, or show signs of use after delivery.
• Products returned without original packaging, certificates, or proof of purchase.
• Items purchased during special sale or clearance events, unless they have a verified manufacturing defect.
• Products that have been repaired or modified by any party other than Balaji Diamonds Pvt Ltd.

5 — Exchange Process

Step-by-Step Exchange Procedure

• Step 1 — Contact Us: Reach out to our team via the App (chat, voice, or video call) or by phone at +977-9818190643 to inform us of your intent to exchange.
• Step 2 — Provide Details: Share your order number, the item you wish to exchange, and the reason for the exchange.
• Step 3 — Confirmation: Our team will confirm whether your item is eligible for exchange based on this Policy and schedule an appointment.
• Step 4 — Return the Item: Bring the item, along with its original packaging and documentation, to our store in Kathmandu at the agreed time.
• Step 5 — Inspection & Valuation: Our team will inspect the item and confirm the exchange value or credit applicable toward your new purchase.
• Step 6 — Select New Item: Choose from our available catalogue. Any difference in value will be charged or credited accordingly.

6 — Loyalty Points on Exchanges

Points Adjustment

When an exchange is processed, loyalty points earned on the original order will be adjusted as follows:

• Points earned on the returned item will be reversed from your account.
• Points will be re-credited based on the value of the new item selected in the exchange.
• Net loyalty points will reflect the final exchanged purchase value.