Cancellation & Refund Policy
This Cancellation & Refund Policy applies to all purchases made on On Jewel. By placing an order on our website, you agree to the terms outlined below. Please read this policy carefully to understand your rights and our procedures.
About On Jewel
On Jewel is an online store offering a curated collection of fashionable and affordable artificial jewellery, sourced from trusted manufacturers in India, China, and Korea. As customer satisfaction is important to us, we aim to handle cancellations, returns, and refunds in a fair and transparent manner.
Order Cancellation Policy
Before Shipment
- Orders can be cancelled before they are shipped.
- To request a cancellation, please email us at query@onjewel.co.in with your order number.
- If the order is successfully cancelled before dispatch, a full refund will be initiated.
After Shipment
- Once an order has been shipped, it cannot be cancelled.
- In such cases, you may refer to our return policy below after receiving the product.
Return Eligibility
We accept return or refund requests only under the following conditions:
- The product received is damaged, defective, or incorrect
- The issue is reported within 12 hours of delivery
- The product is unused, unworn, and returned in its original condition and packaging
Products returned without meeting the above conditions may not be accepted.
Non-Returnable Items
The following items are not eligible for return or refund:
- Products bought during sales, special offers, or promotional campaigns
- Items that have been used, worn, altered, or damaged after delivery
- Products without original packaging, tags, or accessories
- Free gifts or complimentary items
- Returns requested after the return window has closed
Damaged or Incorrect Products
If you receive a damaged, defective, or incorrect jewellery item:
- Contact us within 12 hours of receiving the order
- Share clear images/videos of the product and packaging for verification
Once verified, we may:
- Offer a replacement (subject to stock availability), or
- Process a refund if replacement is not possible
Refund Process
- Refunds are processed only after quality checks of the returned product
- Approved refunds are credited to the original payment method
- For Cash on Delivery (COD) orders, refunds will be processed to the bank account details provided by you
- Original shipping charges are non-refundable, unless the error occurred from our side
- Refunds are usually completed within 7–12 business days, depending on bank and payment gateway processing times.
Return Procedure
To initiate a return:
- Email query@onjewel.co.in with your order number and reason for return
- Our support team will guide you through the return process
- Securely pack the item in its original packaging
- Include all accessories, tags, and invoice
Please note:
- Return shipping costs are borne by the customer
- On Jewel is not responsible for damage or loss during return transit
Order Amount Deducted but Not Confirmed
If your payment is deducted but the order is not confirmed:
- The amount is usually reversed by your bank within 7 business days
- If not resolved, please contact us with payment proof for assistance
Cancellation of Return Request
If you wish to cancel a return or refund request after raising it, please contact our support team immediately. Once processing has begun, cancellation may not be possible.
Right to Refuse
On Jewel reserves the right to:
- Decline any return or refund request that does not comply with this policy
- Refuse requests that appear fraudulent or misuse the policy
All decisions will be made in accordance with applicable consumer protection laws.
Contact Us
For any questions, concerns, or support related to cancellations, returns, or refunds, please contact:
Customer Support: query@onjewel.co.in
