Refund policy

1. Scope

This policy applies to products purchased from the official Ratniva website for delivery within India. It should be read with Ratniva's Terms and Conditions, Cancellation Policy, Shipping Policy and Warranty & Repair Policy.

2. Return Window

A return or exchange request for an eligible product must be raised within 15 calendar days from the recorded delivery date. Rights relating to a product that is defective, damaged, counterfeit, incorrectly supplied or materially different from its description are not limited only because a standard return condition is not met.

3. Eligibility Conditions

For a discretionary return, the product must ordinarily be unused, unworn and unaltered, with its original tags, invoice or order proof, authenticity material, accessories, complimentary items, packaging and Ratniva Keepsafe Pouch.

The product must not have been resized, engraved, personalised, repaired, modified, substituted or damaged after delivery. Ratniva may inspect the product before approving a return, exchange or refund.

4. Products Normally Excluded

Personalised, engraved, customised, resized or made-to-order products are not eligible for discretionary return after production has begun. Earrings and other pierced-jewellery products are not eligible where a hygiene seal has been opened. Products identified as final sale or non-returnable before purchase, gift cards, promotional vouchers and fully performed services are also normally excluded.

These exclusions do not apply where the product supplied is defective, damaged, incorrect, counterfeit or materially different from its description or agreed customisation.

5. Defective, Damaged, Incorrect or Missing Products

Contact Ratniva promptly at support@ratniva.com with the order number, a description of the issue and clear photographs. Photographs or an unpacking video may assist investigation, but a genuine claim will not be rejected solely because an unpacking video is unavailable.

After verification, Ratniva may arrange repair, replacement, exchange or refund as appropriate. Ratniva bears reasonable return costs for a verified defective, damaged or incorrect product.

6. How to Request a Return

Email support@ratniva.com within the applicable period and include the order number, item, reason for return, photographs where relevant and requested resolution. Wait for written return authorisation and pickup or shipping instructions before sending the product.

Approved return address: 311, Siddharthpuram Vistar, Taramandal, Gorakhpur, Uttar Pradesh - 273017. Do not send a product to the registered office unless Ratniva has expressly confirmed that address for the return.

Pack the product securely with all supplied materials and hand it to the authorised logistics partner or use the approved shipping method. Keep the pickup receipt or tracking record until the matter is resolved.

7. Reverse Pickup and Costs

Under Ratniva's current provisional operating policy, free reverse pickup is available for eligible returns at serviceable Indian PIN codes. If pickup is unavailable, Ratniva will provide approved self-shipping instructions. Reimbursement of self-shipping cost must be agreed in writing before dispatch.

Ratniva bears reasonable reverse-logistics costs for verified defective, damaged or incorrect products. Any cost applicable to another discretionary return will be disclosed before the return is accepted and deducted only where legally permissible.

8. Exchange

One exchange may be requested for each eligible item, subject to stock availability and inspection. Any price difference will be collected or refunded as applicable. If the requested replacement is unavailable, the customer may select another eligible product or request a refund.

9. Inspection

Ratniva will inspect the returned product and communicate the outcome. A discretionary return may be declined where inspection reasonably establishes wear, alteration, misuse, missing components, substitution or damage after delivery. Ratniva will provide the reason. This does not affect a claim concerning a defect or non-conformity existing at delivery.

10. Refunds

An approved refund is ordinarily initiated within 5-7 business days after the returned product is received and inspected. The refund will be made to the original payment method unless another method is required by law or agreed with the customer. For cash-on-delivery orders, Ratniva may request verified bank or UPI details.

After Ratniva initiates a refund, the bank, card issuer, UPI provider or payment gateway may require additional processing time. If the refund is not received after the communicated period, contact support@ratniva.com.

Shipping charges will be refunded where the product was defective, damaged in transit, incorrect or materially misdescribed. For a discretionary return, original shipping charges may be non-refundable only where disclosed before purchase and legally permissible.

11. Bundles, Gifts and Promotions

Where an order included a bundle or complimentary item, the complete bundle and complimentary item should be returned. If a benefit is retained, Ratniva may adjust the refund by its disclosed value. A return may also cause a promotion to be recalculated using the terms disclosed with that promotion.

12. Contact and Escalation

For assistance, email support@ratniva.com. An unresolved complaint may be escalated to Mr. Ankur Gupt, Grievance Officer, at the same email address. Ratniva will acknowledge a consumer complaint within 48 hours and endeavour to resolve it within one month, in accordance with applicable law.