vedic Silver 

This Policy is framed in compliance with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and Sale of Goods Act, 1930.

 

1. ELIGIBLE GROUNDS FOR RETURN

1.1  Defective or Damaged Product

• Product received is physically broken, cracked, or structurally defective

• Hallmarking or HUID is absent, incorrect, or tampered (mandatory hallmark categories)

• Stated silver weight or purity is materially deficient beyond the prescribed tolerance.

• Manufacturing defects not attributable to normal wear and tear

1.2  Wrong Product Delivered

• Different item, wrong design, wrong size, or wrong variant delivered

• Product not matching the Order ID details

1.3  Product Not as Described

• Material difference between the Platform description and the Product delivered, constituting an unfair trade practice under Section 2(47) of the Consumer Protection Act, 2019

1.4  Incomplete Order

• Missing items from a set / combo as described in the listing

1.5  Non-Delivery

• Product not delivered within the delivery window and logistics partner confirms non-delivery

 

2. NON-RETURNABLE CONDITIONS

• Products that have been used, worn, or altered post-delivery

• Products from which original packaging, BIS Hallmark cards, or authenticity certificates have been removed

• Customised, personalised, or engraved items (unless defective)

• Pooja items that have been used in religious ceremonies or rituals

• Products damaged after delivery due to Buyer's misuse or negligence

• Return requests raised after the 7-day return window (subject to CPDR Commission orders)

• Silver coins and bullion items (eligible only for manufacturing defect returns)

 

3. RETURN WINDOW — 7 DAYS

3.1  Return requests must be raised within 7 (seven) days of delivery. This window applies to all eligible return categories.

3.2  For non-delivery, requests must be raised within 7 days of the expected delivery date.

3.3  In cases of latent defects (not apparent on normal inspection at delivery), the return window may be extended to 15 days, subject to the Firm's assessment.

 

 

4. HOW TO INITIATE A RETURN

• Log in to 'My Account > My Orders' and click 'Request Return' for the relevant Order.

• Select return reason from the dropdown and upload clear photographs / short video of the issue.

• Submit the return request. You will receive an acknowledgement within 48 hours.

• Upon acceptance, The Firm shall arrange a FREE reverse pick-up. Do not ship the Product yourself unless advised.

• Pack the Product in its original packaging with all accessories, hallmark card, authenticity certificate, and Tax Invoice.

• The Firm shall inspect the returned Product within 7 business days of receipt.

• Refund shall be initiated within the timelines below upon confirmation of valid return.

 

5. REFUND TIMELINES

Payment Mode

Refund Timeline (from verification of item by Vedic team)

UPI / Net Banking

3–5 business days

Debit Card

5–7 business days

Credit Card

7–10 business days (card network timelines apply)

Wallets (Paytm, PhonePe, etc.)

2–3 business days

Cash on Delivery (COD)

7–10 business days via NEFT/IMPS to Buyer's bank account

EMI Transactions

As per NBFC / bank processing; loan account adjusted

Non-Delivery Confirmed by Logistics

3 business days from confirmation

Order Cancelled Before Dispatch

3–5 business days

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All refunds shall include applicable GST amounts paid by the Buyer and, where applicable, shipping charges charged to the Buyer.

 

6. CANCELLATION POLICY

6.1  PRE-DISPATCH CANCELLATION: Orders may be cancelled without any charge at any time before dispatch. No cancellation fee shall be levied, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.

6.2  POST-DISPATCH CANCELLATION: Once dispatched, the Buyer may refuse delivery. The return shall be treated as a standard return and the refund processed after receipt and inspection of the Product.

6.3  CUSTOMISED ORDERS: Cancellation after commencement of production of a customised item shall be subject to deduction of production costs incurred (max 30% of Order value). However, no cancellation is accepted once the product is manufactured and ready for shipment.

6.4  CANCELLATION BY the Firm: Where the Firm cancels an Order due to stock unavailability, pricing error, suspected fraud, or any legitimate reason, a full refund (including any convenience fees paid) shall be processed within 7 business days.

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7. CONSUMER ESCALATION

Unsatisfied Buyers may escalate to the Grievance Officer (Part I, Clause 26), the National Consumer Helpline (+91 9000161715), the E mail-connect@vedicsilver.com.

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1. SCOPE

This Exchange Policy governs the exchange of Products for: (a) a different design, size, or variant; (b) a replacement for defective / damaged / wrongly delivered Product; and (c) Metal Exchange (old silver buy-back). This Policy must be read together with Parts I and VI.

2. EXCHANGE ELIGIBILITY

• Return request raised within 7 days of delivery

• Product unused, unworn, and in original condition

• Original packaging, tags, hallmark card, authenticity certificate, and Tax Invoice intact

• Not a customised, personalised, or engraved item (unless defective)

• Not a pooja item used in religious ceremony

• Exchange subject to availability of desired replacement Product

3. EXCHANGE PROCEDURE

• Initiate exchange request via 'My Account > My Orders > Request Exchange' or email exchange@vedicsilverartefacts.com with Order ID, photos, and desired replacement.

• Company confirms availability and acceptance within 48 hours.

• Company arranges FREE reverse pick-up of original Product.

• Original Product inspected upon receipt — exchange confirmed within 5 business days.

• Replacement Product dispatched within 5–7 business days of confirmed inspection.

• A revised Tax Invoice issued reflecting any price difference and applicable GST.

4. PRICE DIFFERENTIAL IN EXCHANGE

Exchange Scenario

How Price Difference is Handled

Exchange for HIGHER-priced Product

Buyer pays the difference + applicable GST via Platform payment gateway

Exchange for LOWER-priced Product

Company refunds the difference to original payment instrument within standard refund timelines

Exchange for SAME-priced Product

No additional payment; revised Tax Invoice issued

Exchange due to Silver Rate Fluctuation

Exchange value computed at IBJA silver rate on date of exchange request; difference communicated transparently before confirmation

5. OLD SILVER EXCHANGE (Bought earlier from Vedic Silver and exchanged now)

5.1 The product would have been purchased from Vedic Silver only. The invoice copy of the product should be retained with customer and submitted the same at the time of exchange.

5.2 Vedic silver will allow or give credit note to the extent of 60% of invoice value of that product (directly on base price of the product, excluding GST element).

5.3 Once the product is received at our facility and inspected for quality and genuineness of the product, credit note will be released to customer.

5.4 With above credit note, the customer can buy another product on Vedic silver online store only.

5.5 However, no cash will be paid to customer against this exchange.

5.6 Regarding exchange policy, all rights of acceptance or rejecting  the old items are reserved with Vedic Silver.

6. NON-EXCHANGEABLE ITEMS

• Customised or personalised items (unless defective)

• Pooja items used in religious ceremonies

• Products not returned with original packaging and documentation

• Products damaged post-delivery through Buyer's misuse

• Silver bullion / coins (subject only to defect-based exchange)

7. DEFECTIVE PRODUCT EXCHANGE

Where a Buyer elects exchange over refund for a defective product: (a) exact same product shall be despatched if available; (b) if unavailable, Buyer may choose equivalent-value product, store credit, or full refund; (c) all logistics costs are borne by the Firm; (d) no price differential is charged.

 

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​​​1. PRODUCT WARRANTY

1.1  All Products sold on the Platform carry an implied warranty of satisfactory quality and fitness for purpose under Section 16 of the Sale of Goods Act, 1930 and the Consumer Protection Act, 2019.

1.2 the Firm provides an EXPRESS WARRANTY of 6 (six) months from the date of delivery covering:

• Manufacturing defects in the silver article

• Defects in the hallmarking or certification not attributable to Buyer's use

• Structural defects in clasps, settings, or chains supplied with the Product

1.3  This warranty does NOT cover:

• Normal tarnish or oxidation of silver (a natural property of silver)

• Damage due to misuse, improper storage, exposure to chemicals, or accidental damage

• Normal wear and tear

• Damage caused by improper cleaning methods

• Loss of stones set in silver jewellery not arising from manufacturing defect

 

2. SILVER CARE INSTRUCTIONS

2.1  Storage

• Store silver items in anti-tarnish pouches or cloth-lined jewellery boxes

• Keep away from direct sunlight, humidity, and chemicals (perfumes, hairspray, detergents)

• Store individual pieces separately to prevent scratching

• Use silica gel sachets in the storage box to reduce humidity

2.2  Cleaning

• Wipe with a soft, lint-free silver polishing cloth regularly

• For deeper cleaning, use mild soap solution with a soft toothbrush; rinse thoroughly and dry immediately

• Use commercially available silver polish / cream sparingly and as directed

• Avoid toothpaste, baking soda, or abrasive cleaners on hallmarked items

• Do NOT use ultrasonic cleaners for items with gemstone settings, enamel (meenakari), or lacquer finish

2.3  Wearing / Usage

• Remove silver jewellery before bathing, swimming, or exercising

• Remove before applying cosmetics, sunscreen, or lotion

• Avoid contact with bleach, chlorine, and sulphur-containing substances (eggs, rubber bands)

• Silver pooja items: Clean with dry cloth after use; avoid prolonged contact with camphor or oil

2.4  Tarnish

Silver naturally oxidises when exposed to air, sulphur compounds, and moisture. Tarnish (a black/grey coating) is not a defect but a chemical reaction inherent to silver. Regular polishing prevents and removes tarnish. Anti-tarnish coatings applied at the factory may reduce tarnishing; however, such coatings may wear off with use, which is normal.

 

3. PRODUCT RECALL POLICY

3.1  In the event the Firm or a regulatory authority identifies a safety risk, material non-compliance with BIS standards, or a significant defect affecting a batch of Products, the Firm shall:

• Issue a Product Recall Notice on the Platform and via email/SMS to all Registered Users who purchased the affected Product batch (identifiable by Order ID / date range / product SKU).

• Specify the nature of the recall, the batch/lot affected, and the action required of the Buyer.

• Provide free reverse pick-up and a full refund or replacement at the Buyer's option.

• Submit regulatory notifications as required under the Consumer Protection Act, 2019 and BIS Act, 2016.

3.2  Buyers are encouraged to register their product's HUID on the BIS Care App and on the Platform to enable prompt recall notifications.

3.3 the Firm shall maintain a Product Recall Register and cooperate fully with any investigation by BIS, the Central Consumer Protection Authority (CCPA), or any other competent authority.

 

4. CENTRAL CONSUMER PROTECTION AUTHORITY (CCPA)

The Central Consumer Protection Authority (CCPA), established under Section 10 of the Consumer Protection Act, 2019, has the power to issue product recall orders, impose penalties for misleading advertisements, and protect the rights of Consumers.the Firm shall comply with all directions issued by the CCPA.

 

 

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