Terms & Conditions

For purposes of these Terms:

“Customer”, “you” or “your” means any individual or legal entity accessing the Platform or purchasing products from us.

“Product” means any jewellery, fashion jewellery, accessory, article or other merchandise offered for sale through the Platform.

“Order” means a request submitted by you through the Platform to purchase one or more Products.

“Dispatch” or “Shipped” means the stage at which an Order or Product has been handed over by us to the applicable logistics or delivery service provider and a shipment/AWB/tracking record has been generated.

“Delivery” means the delivery event recorded by the applicable logistics provider at the shipping address supplied by you, including delivery to a person authorised or reasonably appearing to be authorised to receive the shipment on your behalf.

“Transit Damage” means physical damage to the Product that is reasonably attributable to transportation or handling after dispatch and before delivery, and which is not caused by the Customer after delivery.

“Unboxing Video” means a continuous, unedited video recording that begins before opening the delivered parcel and captures the parcel, shipping label and complete opening process through presentation of the Product and the claimed damage.

You agree to use the Platform only for lawful purposes.

You must not:

1. use the Platform for fraudulent, unlawful or unauthorised purposes;
2. interfere with the operation, security or integrity of the Platform;
3. attempt to gain unauthorised access to systems, accounts, databases or data;
4. introduce malicious software, viruses or harmful code;
5. scrape, crawl, copy or systematically extract Platform content without our written permission;
6. impersonate another person or provide misleading information;
7. use the Platform to infringe intellectual-property, privacy, contractual or other rights of any person;
8. exploit promotional offers, discounts, coupons, referral programmes or other commercial mechanisms through fraud, abuse, multiple accounts or technical manipulation; or
9. engage in conduct intended to disrupt the shopping experience or operations of the Company.

We may suspend or terminate access to the Platform where we reasonably believe these Terms have been breached, subject to applicable law.

Where the external package appears visibly tampered with, opened, materially damaged or otherwise compromised at delivery, the Customer should, where reasonably possible and where permitted by the delivery provider:

1. inspect the package before accepting delivery;
2. refuse delivery where the package is materially compromised and the delivery provider permits refusal; or
3. where delivery is accepted, immediately record the condition of the package and follow the Unboxing Video procedure in Section 9.

The Customer should not discard the outer packaging, shipping label, seals, protective materials or other packaging connected with a claim.

If a transit-damage claim is approved:

1. we may arrange collection through our designated logistics partner, where available;
2. the Customer must retain the Product and all original packaging until we provide further instructions;
3. the Product must not be altered, repaired, modified, cleaned in a manner that affects evidence, or otherwise tampered with before inspection;
4. the Product must be returned with the original packaging and accessories reasonably required for verification; and
5. we may inspect the returned Product to verify that the returned item corresponds to the item supplied and to determine the nature and cause of the damage.

The Company may request reasonable additional evidence where necessary to investigate a claim.

An Unboxing Video establishes evidence for review; it does not automatically guarantee approval of a claim.

We may assess:

• the Unboxing Video;
• photographs;
• shipping records;
• packaging condition;
• Product condition;
• dispatch records;
• internal quality-control records;
• weight or Product identifiers, where applicable;
• courier records;
• serial, batch, SKU or other identification information; and
• any other relevant evidence reasonably available.

A claim may be rejected where the available evidence reasonably indicates that the damage occurred after delivery, resulted from misuse or handling, resulted from unauthorised alteration, does not correspond to the Product shipped, or is otherwise outside the scope of this policy.

Any rejection will be subject to applicable law and the Customer’s statutory remedies.

We reserve the right to investigate claims that appear fraudulent, manipulated, dishonest or abusive.

Examples may include:

• altered or edited evidence;
• repeated unsupported claims;
• returning a different Product;
• substitution of Products;
• deliberate damage;
• manipulation of packaging;
• false statements concerning the condition of a shipment; or
• misuse of refund, promotional or replacement mechanisms.

Where there is credible evidence of fraud or unlawful conduct, we may suspend relevant accounts, decline further voluntary concessions and pursue remedies available under applicable law.

This section does not permit us to deny a legally mandated consumer remedy.

Where a refund is approved:

1. the refund shall ordinarily be processed through the original payment method used for the Order, unless another method is legally required or mutually agreed;
2. the refund amount shall ordinarily correspond to the amount actually paid for the affected Product, including applicable taxes and any directly attributable delivery charge, where applicable;
3. refunds shall normally be initiated within 7 business days after final approval of the refund and completion of any required Product verification or return process; and
4. the time taken for the amount to appear in the Customer's account may depend on the payment gateway, issuing bank, card network, UPI provider or other financial institution.

We do not control processing times imposed by third-party banks or payment providers after a refund has been initiated.

Where a transit-damaged Product qualifies for replacement and replacement stock is available, we may offer a replacement instead of a monetary refund where legally permissible and agreed with the Customer.

A replacement may be subject to Product availability.

Where the exact Product is unavailable, the applicable refund or other remedy shall be determined in accordance with this policy and applicable law.

Where an Order is not delivered, is materially delayed beyond the applicable delivery commitment, or is otherwise affected by a logistics failure, the Customer should contact customer support using the official support channels.

We will investigate the shipment with the applicable logistics provider and determine the appropriate resolution in accordance with applicable law, the circumstances of the shipment and any applicable shipping policy.

Nothing in these Terms excludes a mandatory remedy for non-delivery or deficiency in service.

Jewellery should be handled and stored in accordance with the care instructions supplied with the Product.

Unless expressly stated otherwise, Customers should avoid unnecessary exposure to:

• water and prolonged moisture;
• perfumes;
• cosmetics;
• lotions;
• chemicals;
• cleaning agents;
• sweat and perspiration;
• abrasive surfaces; and
• excessive friction or impact.

Damage arising from improper use, accidental impact, neglect, unauthorised modification or failure to follow reasonable care instructions is not considered Transit Damage.

All Platform content, including without limitation:

• logos;
• trademarks;
• photographs;
• product images;
• product descriptions;
• graphics;
• illustrations;
• videos;
• page layouts;
• designs;
• text;
• software;
• code;
• icons;
• branding; and
• other materials

are owned by or licensed to the Company and are protected by applicable intellectual-property laws.

Except as expressly permitted by us or applicable law, you may not copy, reproduce, modify, distribute, publish, commercially exploit, reverse engineer or otherwise use such content without prior written permission.

Where the Platform permits reviews, ratings, photographs, comments, suggestions or other submissions, you must ensure that your submission:

• is truthful;
• is based on your genuine experience;
• does not contain unlawful, defamatory, threatening, obscene or abusive material;
• does not infringe third-party rights;
• does not contain malicious code;
• does not impersonate another person; and
• does not contain misleading or fraudulent information.

By submitting content to the Platform, you grant the Company a non-exclusive, worldwide, royalty-free licence, to the extent permitted by law, to host, reproduce, display and use that content for operating, improving and promoting the Platform and Products.

We may remove content that violates these Terms or applicable law.

Personal information submitted through the Platform is handled in accordance with our Privacy Policy and applicable law.

Where a Customer submits an Unboxing Video or other evidence containing personal information, addresses, faces, voices or other identifying information, such material may be processed for the purpose of verifying and resolving the relevant claim and for associated legal, fraud-prevention and record-keeping purposes, subject to applicable law and our Privacy Policy.

Customers should avoid submitting unrelated sensitive personal information where it is not reasonably required to process the claim.

The Platform may rely on third-party service providers, including payment gateways, logistics providers, hosting providers, analytics providers and communication providers.

Third-party services may be subject to their own terms and policies.

We remain responsible for our obligations under applicable law, but are not responsible for independent acts or omissions of third parties that are outside our reasonable control.

We aim to maintain the Platform in a reliable manner but do not guarantee that it will always be uninterrupted, available or error-free.

The Platform may occasionally be unavailable because of maintenance, upgrades, technical issues, security incidents, network failures or circumstances beyond our reasonable control.

We may modify, suspend or discontinue parts of the Platform where reasonably necessary, subject to applicable law.

To the maximum extent permitted by applicable law, the Platform and its general information are provided on an “as available” basis.

We do not guarantee that the Platform will always be error-free or uninterrupted.

Nothing in these Terms excludes any representation, warranty, condition or statutory consumer right that cannot lawfully be excluded.

Nothing in these Terms authorises us to supply Products that do not conform to applicable law or their advertised specifications.

To the maximum extent permitted by applicable law, the Company shall not be liable for indirect, incidental, special or consequential losses arising solely from a Customer’s use of the Platform.

However, nothing in this section shall:

1. exclude liability that cannot lawfully be excluded;
2. restrict rights or remedies available to consumers under applicable consumer-protection law;
3. exclude liability for fraud or fraudulent misrepresentation;
4. exclude liability for deliberate misconduct where such exclusion is prohibited;
5. restrict liability for personal injury or death where such restriction is prohibited by law; or
6. prevent a competent authority from granting a remedy available under applicable law.

Where liability may legally be limited, the Company’s liability shall be limited to the maximum extent permitted by law and, where appropriate, to the amount actually paid for the relevant Product or Order giving rise to the claim.

To the extent permitted by law, you agree to indemnify and hold harmless the Company, its officers, employees, contractors and service providers from third-party claims, losses and reasonable costs arising directly from:

1. your material breach of these Terms;
2. your unlawful use of the Platform;
3. your infringement of a third party's intellectual-property or other legal rights; or
4. fraudulent or unlawful activity undertaken through your account.

This provision does not require you to indemnify us for our own unlawful conduct or for liabilities that cannot lawfully be transferred to you.

The Company may cooperate with lawful requests from law-enforcement authorities, regulators, payment providers, courts and other competent authorities.

Where permitted by law, relevant records may be preserved or disclosed to investigate fraud, cyber incidents, payment abuse, identity misuse, unlawful activity or disputes.

We shall not be responsible for delay or failure to perform an obligation to the extent caused by circumstances beyond our reasonable control, including natural disasters, severe weather, war, civil unrest, governmental restrictions, epidemics, transportation disruption, labour disruption, infrastructure failure, telecommunications failure, cyber incidents or other comparable events.

This clause does not eliminate any statutory consumer remedy that cannot lawfully be excluded.

You agree that order confirmations, invoices, receipts, delivery updates, support communications and other notices may be provided electronically through email, SMS, WhatsApp, account notifications or other communication methods you provide.

Electronic records may be maintained as evidence of transactions and communications, subject to applicable law.

We may modify these Terms from time to time to reflect changes in our business, Platform, legal requirements or operational practices.

The revised version shall be published on the Platform with an updated “Last Updated” date.

Changes shall generally apply prospectively and shall not retrospectively alter rights and obligations relating to Orders already accepted, except where required or permitted by applicable law.

Where legally or operationally appropriate, material changes may be separately communicated to registered customers.

If any provision of these Terms is found to be unlawful, invalid or unenforceable by a competent authority, that provision shall be enforced to the maximum extent legally permissible or, where necessary, severed to the minimum extent required.

The remaining provisions shall continue in full force and effect to the extent permitted by law.

Failure or delay by the Company in enforcing any provision of these Terms shall not constitute a waiver of that provision or any other right.

Any waiver must be expressly made by an authorised representative of the Company.

These Terms, together with the Privacy Policy, Shipping Policy, Cancellation & Refund Policy, Product-specific terms and any other policies expressly incorporated into them, constitute the agreement governing your use of the Platform and purchase of Products from us, subject to applicable law.

Where there is a conflict between these Terms and a mandatory provision of applicable law, the mandatory legal provision shall prevail.

Where a Product-specific policy expressly applies to a particular Product or Order and is displayed to the Customer before purchase, that Product-specific provision shall apply to the extent permitted by law.

These Terms shall be governed by and interpreted in accordance with the laws of India.

Nothing in this provision prevents a consumer from exercising any right to approach a consumer commission, regulator, authority or court having jurisdiction under applicable law.

Subject to mandatory statutory jurisdiction, courts having lawful jurisdiction over disputes concerning the Company shall have jurisdiction in accordance with applicable Indian law.

The Company shall maintain a grievance-redressal mechanism in accordance with applicable law.

Email

mj@madhusjewellery.com

Phone

+91 73825 25467

Registered Address

Madhu's Jewellery, 30-7-11, gollala street, suryanarayana puram, Kakinada, Andhra Pradesh 533001, India

Consumer complaints may be submitted through the above contact details.

Where applicable, grievances shall be acknowledged and processed within the timelines required by the Consumer Protection (E-Commerce) Rules, 2020. The current framework requires an e-commerce grievance officer to acknowledge a consumer complaint within 48 hours and redress the complaint within one month from receipt.

For customer support, order-related questions, delivery issues or policy-related queries:

Brand

Madhu's Jewellery

Legal Entity

Madhu's Jewellery Pvt. Ltd.

Registered Office

Madhu's Jewellery, 30-7-11, gollala street, suryanarayana puram, Kakinada, Andhra Pradesh 533001, India

Customer Support Email

mj@madhusjewellery.com

Customer Support Phone

+91 73825 25467

WhatsApp

+91 73825 25467

Website

https://madhusjewellery.com/

By placing an Order through the Platform, you acknowledge that:

1. you have reviewed the Product information before purchasing;
2. you understand that Orders become subject to the Company's no-change-of-mind return policy after dispatch;
3. you understand that a Transit Damage claim requires a complete Unboxing Video as specified in these Terms;
4. you understand that ordinary wear, misuse, accidental damage after delivery and personal preference do not qualify as Transit Damage;
5. you have provided accurate billing and shipping information; and
6. these Terms are subject to applicable Indian law and mandatory consumer protections.

By clicking “I agree”, “place order”, “buy now”, or any similar purchase confirmation control, or by otherwise completing a purchase, you confirm that you have read and accepted these Terms and Conditions.