Terms of service

1. Introduction

This website is owned and operated by Ratniva Goldsmiths Private Limited, a company incorporated under the Companies Act, 2013, bearing Corporate Identity Number U32111UP2026PTC240517 and having its registered office at Plot No. 2, Kh. No. 1028SA, Chhota Bharwara, Gomti Nagar, Lucknow, Uttar Pradesh - 226010.

Throughout these Terms and Conditions, the expressions “Ratniva”, “Company”, “we”, “us” and “our” refer to Ratniva Goldsmiths Private Limited. The expressions “you”, “your”, “customer” and “user” refer to any person who accesses, browses or uses this website, creates an account, places an order or otherwise uses any product or service offered by Ratniva.

Ratniva offers 925 sterling silver jewellery and related products through this website. Your access to and use of the website, including its content, features, products and services, is subject to these Terms and Conditions and the policies referred to herein.

By accessing or using the website, creating an account, placing an order or using any service offered by Ratniva, you acknowledge that you have read, understood and agreed to be bound by these Terms and Conditions.

Where you do not agree with these Terms and Conditions, you must not access or use the website or place an order through it.

2. Related Policies

These Terms and Conditions must be read together with Ratniva's Privacy Policy, Shipping Policy, Cancellation Policy, Returns, Exchange and Refund Policy, Warranty and Repair Policy, Jewellery Care Guide and any other policy or programme terms actually published on the website.

Each such policy forms part of the agreement between Ratniva and the customer to the extent applicable to the relevant transaction.

In the event of any inconsistency between these Terms and Conditions and a product-specific or programme-specific policy, the more specific policy will apply to that product, service or programme.

3. Eligibility to Use the Website

You may use this website and place an order only if you are legally competent to enter into a contract under applicable Indian law, are at least eighteen years of age, or use the website under the supervision and with the consent of a parent or lawful guardian.

Where a person below the age of eighteen uses the website, the parent or guardian permitting such use will be responsible for the person’s activity and any transaction undertaken through the website.

Ratniva may refuse access to, suspend or terminate an account where it reasonably believes that the account is being used unlawfully, fraudulently or in violation of these Terms.

4. Permitted Use

You may use the website only for lawful, personal and non-commercial purposes, unless Ratniva has expressly authorised another use in writing.

You must not: (a) use the website or its content for any unlawful, fraudulent or unauthorised purpose; (b) violate any applicable law or the rights of Ratniva or any third party; (c) copy, reproduce, republish, distribute, sell or commercially exploit any part of the website without prior written permission; (d) interfere with the functioning, security or integrity of the website; (e) introduce viruses, malicious code or harmful technology; (f) attempt to gain unauthorised access to any account, server, database or network; (g) use automated tools to scrape, extract or collect website content or user information without permission; (h) impersonate another person or provide false or misleading information; (i) submit content that is defamatory, threatening, obscene, discriminatory or unlawful; or (j) use the website for resale, bulk procurement or commercial redistribution without Ratniva’s prior approval.

Ratniva may restrict or terminate access where it reasonably believes that the website is being misused.

5. Account Registration

Certain features may require you to create an account. You agree to provide information that is accurate, complete and current and to update it whenever necessary.

You are responsible for maintaining the confidentiality of your login credentials, restricting access to your account and device, all activity carried out through your account, and promptly informing Ratniva of suspected unauthorised use.

Ratniva will not be responsible for a loss caused by your failure to protect your account credentials, except where the loss results from Ratniva’s own failure to comply with applicable law or reasonable security requirements.

Ratniva may require identity, address, payment or other verification before accepting an order, processing a refund, permitting a buyback or providing certain services.

6. Product Information

Ratniva endeavours to provide accurate product descriptions, photographs, dimensions, materials, purity, plating, stones, weight and other specifications.

Product images may appear differently depending on screen, lighting and device settings. Minor variations may occur in colour, finish, dimensions, weight or appearance due to manufacturing processes. Handcrafted or hand-finished products may contain minor variations that do not constitute defects, and the packaging supplied may differ from the packaging shown in promotional photographs.

Any permissible variation will not affect the declared silver purity or the essential identity of the product.

The product information displayed at the time the order is placed will govern the transaction, subject to any correction communicated to the customer before dispatch.

Nothing in these Terms excludes Ratniva’s responsibility for supplying products that materially correspond with their description.

7. 925 Sterling Silver Description

Products described as “925 Sterling Silver” are represented as containing silver of 92.5% purity, subject to permissible testing tolerances and applicable standards.

Any plating, stone, enamel, coating, embellishment or non-silver component will be disclosed in the relevant product description where applicable.

The expressions “gold plated”, “rose-gold plated”, “rhodium plated” or similar descriptions refer to the surface finish applied to a sterling silver product and do not mean that the product is made of solid gold.

Customers should review the full material description before purchasing.

8. Availability of Products

All products are subject to availability. A product appearing on the website does not guarantee that it will remain available until an order has been accepted.

Ratniva may limit the quantity available for purchase, discontinue a product, withdraw a product where there is a legal, safety, quality or inventory concern, or restrict sales to particular locations.

Where an ordered product becomes unavailable after payment, Ratniva will notify the customer and provide an appropriate refund or alternative, subject to the customer’s consent.

9. Prices

All prices are displayed in Indian Rupees unless otherwise stated.

The maximum retail price displayed for a product will be inclusive of applicable taxes. Any delivery charge, convenience fee or other lawful charge will be disclosed before the customer confirms payment.

Product prices may change from time to time. A price change will not ordinarily affect an order already accepted by Ratniva, except where the displayed price was the result of an obvious technical or typographical error, the customer was informed of the error before dispatch, and the customer is offered the choice of confirming the order at the correct price or receiving a full refund.

Ratniva will not rely on a pricing-error clause to impose a higher price after delivery.

10. Discounts, Coupons and Promotional Offers

Discounts, coupons, gift benefits, reward credits and promotional offers are subject to the conditions communicated with the relevant offer.

Unless expressly stated otherwise, an offer cannot be combined with another offer, has no cash value, may be limited by product, customer, order value, date or availability, may be withdrawn where obtained through fraud, misuse or technical manipulation, and a refund will ordinarily be calculated on the amount actually paid by the customer.

Any effect of a discount, gift or reward on a future buyback or exchange value will be governed by the applicable Lifetime Silver Buyback or Exchange Policy and must be disclosed transparently.

11. Placing an Order

An order submitted through the website constitutes an offer by the customer to purchase the selected product. Receipt of an automated email, message or payment confirmation does not by itself amount to final acceptance of the order.

An order will be treated as accepted when Ratniva issues an order-acceptance or dispatch confirmation, or dispatches the product, whichever occurs earlier.

Ratniva may decline or cancel an order before acceptance where the product is unavailable, payment has not been authorised, the delivery address is incomplete or not serviceable, there is an apparent pricing or description error, the order appears fraudulent or unauthorised, the quantity ordered suggests unauthorised resale, or acceptance would violate applicable law.

Where Ratniva cancels a prepaid order, the amount received will be refunded in accordance with the applicable refund timeline.

12. Customer Information

You must provide complete and accurate billing, shipping and contact information.

Ratniva is not responsible for delay or failed delivery caused by incorrect or incomplete information supplied by the customer.

Where a customer requests a change to the delivery address, name or contact details after placing an order, Ratniva will make reasonable efforts to accommodate the request, but cannot guarantee that a change will be possible after processing or dispatch has begun.

13. Payment

Payment may be made through the payment methods displayed at checkout.

Payment services may be provided by independent payment gateways, banks or other regulated service providers. Their separate terms and privacy practices may apply.

Ratniva does not ordinarily receive or store the customer’s complete card details.

An order may be withheld or cancelled where payment fails, remains pending, is reversed, appears unauthorised or is flagged for fraud or security review.

For cash-on-delivery orders, additional verification or order-value restrictions may apply.

14. Cancellation

Cancellation of an order will be governed by Ratniva’s Cancellation Policy.

A customer may ordinarily request cancellation before dispatch, subject to any exclusions applicable to personalised, engraved, customised or made-to-order products.

Ratniva may cancel an order where necessary due to unavailability, payment failure, fraud concerns, legal restrictions, delivery limitations or an obvious pricing error.

Any refund due following cancellation will be processed in accordance with the applicable Refund Policy.

15. Delivery

Delivery is governed by Ratniva’s Shipping and Delivery Policy.

Any delivery date or period displayed is an estimate unless expressly guaranteed.

Delivery may be affected by courier operations, location, public holidays, extreme weather, governmental restrictions, force-majeure events or other circumstances outside Ratniva’s reasonable control.

Ratniva will remain responsible for taking reasonable steps to ensure delivery and for providing appropriate assistance where a shipment is materially delayed, lost or damaged.

Risk in the product will pass to the customer upon delivery to the customer or a person authorised by the customer to receive it.

16. Inspection on Delivery

Customers should inspect the outer package and product promptly after delivery.

A complaint concerning an empty parcel, missing product, wrong product, transit damage or apparent tampering should be reported to Ratniva as soon as reasonably possible through the designated customer-support channel.

Ratniva may request photographs, packaging details, an unpacking video or other reasonable evidence to investigate the claim. However, the absence of an unpacking video will not automatically defeat a genuine consumer claim, and each complaint will be assessed on its facts.

Customers should retain the product, invoice, tags, packaging and courier label until the complaint is resolved.

17. Returns, Exchanges and Refunds

Returns, exchanges and refunds are governed by Ratniva’s separate Returns, Exchange and Refund Policy.

That policy will specify the return period, eligible and excluded products, product-condition requirements, hygiene-related exclusions, return-pickup procedure, inspection process, deductions where legally permissible, replacement options and refund method and timeline.

Nothing in these Terms limits a customer’s statutory rights where a product is defective, counterfeit, damaged, wrongly supplied or materially different from its description.

18. Personalised and Made-to-Order Products

Products that are engraved, personalised, altered, resized, customised or manufactured specifically for a customer may be subject to different cancellation, return, delivery and refund conditions.

The applicable restrictions will be disclosed before the customer confirms the order.

Ratniva will not impose a personalised-product exclusion where the product supplied is defective, incorrect, damaged or does not conform to the agreed customisation.

19. Warranty, Repair and Care

Any warranty, repair, replating, polishing or cleaning service will be governed by the applicable Warranty and Repair Policy.

Normal tarnishing, gradual plating wear, scratches, dents, bending, breakage, stone loss or damage caused by chemicals, moisture, impact, improper storage or unauthorised repair may not constitute a manufacturing defect.

This does not affect claims arising from a proven manufacturing defect or a product that was defective at the time of delivery.

Customers should follow the Jewellery Care Guide available on the website.

20. Optional Buyback and Exchange Programmes

No buyback or silver-exchange programme is available unless Ratniva has separately launched and published the applicable programme terms. Any future programme will be subject to eligibility, authentication, valuation, testing, deductions, documentation and operational requirements stated before the customer accepts an offer. The word “lifetime” will not mean the original purchase price or full invoice value.

21. Authenticity and Verification

Ratniva may issue an invoice, authenticity card, digital certificate, product code or other identification record.

For warranty, repair, buyback or exchange, Ratniva may require reasonable evidence that the product was originally sold by Ratniva or an authorised channel, corresponds with Ratniva’s records, has not been substituted and satisfies the applicable policy.

Where the original invoice is unavailable, Ratniva may consider alternative proof such as an order number, registered phone number, payment record, certificate, product code or internal transaction record.

Ratniva may conduct non-destructive or destructive testing where reasonably necessary, but any destructive testing should be undertaken only after informing the customer and obtaining consent.

22. Third-Party Services and Links

The website may contain links to or integrations with third-party websites, logistics providers, payment gateways, social-media platforms or other service providers.

Ratniva does not control independent third-party websites and is not responsible for their separate content, availability or practices.

Customers should review the terms and privacy policies of the relevant third party before using its services.

This clause does not exclude Ratniva’s responsibility for third parties engaged by Ratniva to perform obligations forming part of the customer’s order.

23. Reviews, Comments and User Content

Customers may be permitted to submit reviews, photographs, comments, suggestions or other content.

By submitting content, you confirm that you own the content or have permission to submit it, it is accurate to the best of your knowledge, it does not violate privacy, intellectual-property or other legal rights, it is not defamatory, unlawful, obscene, abusive or misleading, and it does not contain malicious code or undisclosed advertising.

You grant Ratniva a non-exclusive, royalty-free licence to display, reproduce and use the submitted content for website, customer-service and promotional purposes, subject to applicable law and any consent requirements relating to your name, image or personal information.

Ratniva may moderate or remove content that reasonably appears unlawful, fraudulent, irrelevant or contrary to these Terms. Ratniva will not suppress a genuine negative review merely because it is critical.

24. Intellectual Property

All content available on the website, including the Ratniva name, logos, trade dress, designs, photographs, text, graphics, videos, layout, software and compilation of content, belongs to Ratniva or its licensors and is protected by applicable intellectual-property law.

You may view and use the website for personal shopping purposes.

No content may be copied, reproduced, modified, distributed, commercially exploited or used to create derivative products without prior written permission.

Nothing on the website grants any licence to use Ratniva’s trademarks, designs or other intellectual property except as expressly authorised.

25. Privacy and Personal Data

Ratniva’s collection and use of personal data is governed by its Privacy Policy.

The Privacy Policy will explain the categories of data collected, purposes of processing, service providers, retention, security, cookies, customer rights and grievance mechanism.

By using the website, you acknowledge that your personal data will be processed in accordance with the Privacy Policy and applicable law.

26. Errors and Corrections

Ratniva may correct typographical, technical, pricing, availability or product-information errors appearing on the website.

Where a correction materially affects an order already placed, Ratniva will notify the customer and, where appropriate, provide an opportunity to accept the corrected information, select an alternative product or cancel the affected order and receive a refund.

Ratniva will not alter a concluded transaction retrospectively in a manner that unlawfully prejudices the customer.

27. Website Availability

Ratniva aims to keep the website available and secure but does not guarantee uninterrupted or error-free operation.

The website may be temporarily unavailable due to maintenance, upgrades, technical failure, security concerns or circumstances outside Ratniva’s reasonable control.

Ratniva may change, suspend or discontinue a website feature, provided this does not remove or unfairly restrict rights already acquired by customers under accepted orders or applicable policies.

28. Disclaimer

The website and its general editorial content are provided for shopping and informational purposes.

Jewellery styling, care and sizing information does not constitute professional, medical or dermatological advice.

To the extent permitted by law, Ratniva does not guarantee that the website will always operate without interruption, every device will display colours identically, all general information will remain current at all times, or jewellery will be suitable for every person’s skin sensitivity or individual circumstances.

Nothing in these Terms excludes an express product commitment made by Ratniva or a right available to a consumer under applicable law.

29. Limitation of Liability

Ratniva will be responsible for reasonably foreseeable loss caused by its breach of contract, negligence or violation of applicable law.

To the maximum extent permitted by law, Ratniva will not be liable for indirect or consequential business loss, loss arising from unauthorised account use caused by the customer’s failure to secure credentials, loss caused exclusively by incorrect information supplied by the customer, misuse of the product contrary to care instructions, or failure of an independent third-party website not engaged by Ratniva to fulfil the customer’s order.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability arising from fraud, wilful misconduct, defective goods, unfair trade practices or breach of statutory consumer rights.

30. Customer Responsibility and Indemnity

You will be responsible for loss suffered by Ratniva or a third party to the extent directly caused by your unlawful use of the website, fraud or deliberate misrepresentation, infringement of third-party rights, malicious interference with the website or commercial misuse of Ratniva’s intellectual property.

Any indemnity claimed by Ratniva will be limited to reasonably established loss and will not apply merely because a customer has exercised a statutory consumer right or made a genuine complaint.

31. Suspension and Termination

You may stop using the website at any time.

Ratniva may suspend or terminate access where it reasonably believes that you have materially breached these Terms, engaged in fraud or attempted fraud, misused returns, promotions, buyback or payment systems, threatened website security or violated applicable law.

Where reasonably practicable, Ratniva will provide notice and an opportunity to clarify the issue.

Termination will not affect rights and liabilities arising from an order already accepted, a refund already due or any provision intended to survive termination.

32. Force Majeure

Ratniva will not be treated as being in breach for delay or failure caused by circumstances beyond its reasonable control, including natural disasters, war, civil disturbance, epidemic, governmental action, transport disruption, labour disturbance, communication failure or widespread technical outage.

Ratniva will take reasonable steps to minimise the effect of such circumstances and will inform affected customers where an accepted order is materially delayed or cannot be fulfilled.

Where performance becomes impossible, the customer will be entitled to an appropriate refund for the unfulfilled part of the order.

33. Changes to These Terms

Ratniva may amend these Terms to reflect changes in law, business operations, services or website functionality.

The updated version will be published on the website with a revised effective date.

Material changes will apply prospectively and will not ordinarily alter the terms governing an order already accepted.

Continued use of the website after updated Terms become effective will constitute acceptance of those Terms for future use and transactions.

34. Severability

If any provision of these Terms is held invalid or unenforceable, it will be modified or severed only to the minimum extent necessary.

The remaining provisions will continue in effect.

35. Waiver

Failure or delay by Ratniva in enforcing a provision will not amount to a waiver of that provision or any other right.

Any waiver must be specific and in writing.

36. Entire Agreement

These Terms, together with the applicable product description, order confirmation and policies incorporated by reference, constitute the agreement governing the customer’s use of the website and purchase of Ratniva products.

They supersede earlier representations relating to the same subject matter, except that nothing in this clause excludes liability for fraud, misleading representations or statutory consumer rights.

37. Governing Law and Dispute Resolution

These Terms are governed by the laws of India.

Customers are encouraged to first contact Ratniva’s Grievance Officer so that the matter may be resolved promptly.

Nothing in these Terms restricts a consumer from approaching a consumer commission, court, regulatory authority or other forum having jurisdiction under applicable law.

Subject to such statutory rights, disputes will be subject to the jurisdiction of the competent courts at Lucknow, Uttar Pradesh.

38. Grievance Redressal

Ratniva has appointed a Grievance Officer to address complaints relating to the website, products, orders, payments, cancellations, delivery, returns, exchanges, refunds and other services.

Grievance Officer: Mr. Ankur Gupt [VERIFY FULL LEGAL NAME AND DESIGNATION]
Company: Ratniva Goldsmiths Private Limited
Registered Office: Plot No. 2, Kh. No. 1028SA, Chhota Bharwara, Gomti Nagar, Lucknow, Uttar Pradesh - 226010
Email: support@ratniva.com
Phone: [INSERT MONITORED CUSTOMER-CARE PHONE / WHATSAPP NUMBER]
Business Hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m., excluding public holidays

A complaint should include the customer's full name and contact details, order or invoice number, a brief description, relevant photographs or documents and the requested resolution. Ratniva will acknowledge a consumer complaint within 48 hours and endeavour to resolve it within one month from receipt, in accordance with applicable law.

This mechanism does not restrict a consumer's right to approach a consumer commission, court, regulatory authority or any other forum having jurisdiction under applicable law.

39. Contact Information

Ratniva Goldsmiths Private Limited
Plot No. 2, Kh. No. 1028SA
Chhota Bharwara, Gomti Nagar
Lucknow, Uttar Pradesh - 226010
Operational, Dispatch and Returns Address: 311, Siddharthpuram Vistar, Taramandal, Gorakhpur, Uttar Pradesh - 273017
Email: support@ratniva.com
Phone: +91-9236582882
CIN: U32111UP2026PTC240517
GSTIN: 09AAPCR3925D1Z6