Refund Policy

1 — Overview

Our Approach to Refunds

At Balaji Diamonds Pvt Ltd, we take great pride in the quality and craftsmanship of every piece of jewellery we offer. We want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which refunds may be issued for orders placed through the SBD Loyalty App.

Because all payments are made manually and directly to our store — not through an online payment gateway — refund processing involves direct communication with our team to arrange the appropriate resolution.

2 — Eligibility for Refund

When a Refund May Be Issued

A refund may be considered in the following circumstances:

• Defective Product: If the jewellery piece you received is found to have a manufacturing defect that was not disclosed at the time of purchase.
• Incorrect Item Delivered: If the item delivered is materially different from what was confirmed in your order.
• Order Cancellation Prior to Dispatch: If you cancel your order before the product has been prepared or dispatched, a full refund of any advance payment made will be processed.
• Product Unavailability: If we are unable to fulfil your order due to product unavailability after payment has been received, a full refund will be issued.

3 — Non-Refundable Circumstances

When Refunds Are Not Applicable

Refunds will not be issued in the following situations:

• Change of mind after the product has been delivered and accepted.
• Damage caused by the customer through misuse, improper care, or accidental damage after delivery.
• Customised or personalised jewellery pieces made to order, unless there is a manufacturing defect.
• Products that have been altered, resized, or repaired by a party other than Balaji Diamonds Pvt Ltd after purchase.
• Products returned without the original packaging, certification, or proof of purchase.

4 — Refund Timeframe

Request Window & Processing

To be eligible for a refund, you must notify us within 7 days of receiving your order. Refund requests made after this period will not be entertained, except in exceptional circumstances at our sole discretion.

• Contact our team via the App (chat, voice, or video call) or through the contact details on our Contact Us page.
• Provide your order details, a description of the issue, and photographic or video evidence where applicable.
• Our team will review your request within 3–5 business days and respond with the outcome.
• Approved refunds will be processed within 7–14 business days through the same method as the original payment.

5 — Loyalty Points on Refunded Orders

Points Reversal

In the event that a refund is issued for an order, any loyalty points earned from that order will be deducted from your account balance. If those points have already been redeemed, the equivalent value may be offset against the refund amount.

6 — Contact for Refund Requests

How to Initiate a Refund

To initiate a refund request, please reach out to us through any of the following:

• In-App Chat or Video Call with our store team.
• Phone: +977-9818190643
• Visit our store in Kathmandu, Nepal, with your order details and proof of purchase.