RL JEWELS

The gold, silver, diamond, and platinum rate applicable to any transaction is the IBJA (India Bullion and Jewellers Association) daily rate adjusted for the Firm's retail margin, as displayed on the Firm's billing system at the time of invoice generation. Rates displayed on the Firm's app, website, WhatsApp broadcasts, or in-store display boards are indicative only and subject to change without notice.

Prices are rounded off to the nearest rupee. Weight of ornaments is as stated on the invoice at the time of billing. Any dispute regarding weight must be raised before the customer leaves the counter. No weight-related claims will be entertained after the customer has left the premises. There is a difference between the sale and purchase rates of Gold, Silver, Diamond, and Platinum. Items sold on a per-piece basis have no reference to the weight of metal contained therein.

The Firm's weighing equipment is certified by the Legal Metrology Department as required under the Legal Metrology Act 2009. Certification records are available for inspection upon request. Customers who wish to verify a weight measurement may request a re-weighing on a certified scale in their presence. All weights stated on invoices comply with permissible tolerances under the Legal Metrology Act 2009 and BIS Hallmarking Order 2021. The rate basis — gold rate per gram, making charges, and applicable taxes — is disclosed on the price tag and on the invoice.

For custom orders, a weight variation of up to plus or minus 3% of the ordered weight is normal in handcrafted jewellery. The final invoice reflects the actual weight of the delivered piece at the prevailing IBJA-based store rate on the date of delivery, adjusted against any advance paid. Variations beyond 3% will be discussed with the customer before delivery.

Making charges (wastage/labour) are charged as a percentage of gold/silver value or as a flat rate per gram, as applicable to the design and category of the ornament.

The making charges printed on this invoice are the sole and final record of making charges for this transaction. No verbal representation, promise, or agreement regarding making charges made before, during, or after billing shall be valid unless endorsed on this invoice by an Authorised Signatory of the Firm. Customers are advised to ensure all agreed making charges are reflected on the invoice before signing.

Making charges are non-refundable on buyback unless otherwise agreed in writing and endorsed on the invoice at the time of sale.

For the purpose of all exchange calculations under any exchange policy of the Firm, the net pre-GST making charges as shown on the original invoice shall be used as the making credit base.

All gold and silver jewellery sold by the Firm is BIS Hallmarked with HUID as per applicable Government rules and the purity standard shown on the invoice.

GST is charged at prevailing Government rates at the time of billing and is non-refundable under any circumstance, including exchange, return, or buyback. All exchange transactions will be processed as fresh sales — a credit note will be issued against the original invoice and a new tax invoice will be generated for the new ornament. GST will be applicable on the new transaction at the prevailing rate on the date of exchange. In the event of a change in GST rates between the date of advance payment and the date of billing for a custom or advance order, the GST applicable at the date of invoice generation shall apply, and any difference shall be settled at the time of final billing.

For gold and silver purchases from unregistered individuals (URD), GST under Reverse Charge Mechanism (RCM) shall apply as per prevailing Government regulations.

All ornaments are delivered in perfect condition and are free from manufacturing defects at the time of delivery. By signing this invoice, the customer accepts the ornament in its delivered condition. After delivery, the Firm is not responsible for any damage, defect, or deterioration arising from the customer's use, storage, handling, third-party repair, or any cause external to the ornament's manufacture.

Where a manufacturing defect is claimed after delivery, the burden of proof lies entirely with the customer to demonstrate that the defect existed at the time of delivery and is not attributable to any post-delivery cause. The Firm's assessment of whether a reported condition constitutes a manufacturing defect is final at the store level, subject to the grievance process in Clause 38.

Notwithstanding the above, where a karat or purity shortfall is detected in an ornament sold by the Firm, the Firm shall rectify the matter in accordance with applicable law. This obligation arises from statute and cannot be excluded.

For diamond jewellery, precious stone jewellery, semi-precious stone jewellery, platinum jewellery, and silver jewellery not covered under Clause 7, the Firm provides a 14-day exchange period from the invoice date.

The ornament must be undamaged, unaltered, and accompanied by the original invoice and all original grading or purity certificates. Exchange is for equal or higher pre-GST value only. No cash refund is permitted under any circumstance.

For studded jewellery, the Firm's staff will conduct a stone condition check in the customer's presence at the time of original purchase. Any pre-existing stone condition, including cracks, inclusions, or chips, will be noted on the invoice. In the absence of such notation, the ornament is deemed to have been delivered with all stones in perfect condition.

After 14 days from the invoice date, the buyback policy under Clause 9 applies to all categories.

The Firm's buyback rate for gold, silver, platinum, and diamond shall be the IBJA-based prevailing store rate on the date of buyback transaction. The Firm does not buy back precious or semi-precious (Navagraha) stones under any circumstances.

For old or used ornaments: making charges, other weight, cost of stones and beads, percentage of solder, and taxable value will not be realised. A standard melting loss of 1% to 2% of net gold/silver weight, depending on ornament type and construction, will be deducted to account for assaying and refining loss. The applicable melting loss percentage for each ornament category is available at the Firm's counter on request.

Old gold adjusted against new jewellery will be valued before applicable taxes. Making charges on the new piece shall be borne by the customer.

Original invoice and valid government-issued photo ID are mandatory for all buyback transactions. Where the original invoice cannot be produced, an additional deduction of up to 10% or Rs. 5,000, whichever is lower, shall apply to the buyback value, subject to the customer establishing their identity and the authenticity of the purchase through digital invoice, ERP records, or government ID matching the buyer name on record.

Cash payments for buyback above Rs. 20,000 shall be settled only by account payee cheque, NEFT/RTGS, or UPI transfer in the name of the customer as per the invoice. For transactions above Rs. 2,00,000 in cash, PAN is mandatory as per Income Tax Rules 114B. The Firm reserves the right to refuse cash transactions above this limit without a valid PAN.

Warranty of title: by submitting gold or jewellery for buyback, the customer warrants that the item is their lawful property, free from any lien, encumbrance, pledge, or third-party claim of any nature. If any item submitted for buyback is subsequently found to be stolen, counterfeit, or of disputed ownership, the Firm will cooperate with law enforcement as required by applicable law, including providing transaction records and CCTV footage upon valid legal request. Such cooperation does not constitute an admission of liability by the Firm. The submitting party shall indemnify the Firm against any loss, cost, legal expense, or liability arising from their breach of this warranty of title. The Firm reserves the right to refuse any buyback transaction where the provenance of the gold cannot be established to the Firm's satisfaction.

Once an ornament is submitted for purity verification under a buyback or exchange transaction, the submission is final and irrevocable. The Firm's assessment and valuation shall be final and the transaction will proceed to completion. The customer's submission constitutes acceptance of the Firm's right to assess and value the ornament.

A duplicate invoice will be issued only upon a written request from the customer named on the original invoice, accompanied by valid government-issued photo ID. A nominal processing fee may be charged at the Firm's discretion. The duplicate invoice will be clearly marked 'DUPLICATE' and the original invoice will be automatically cancelled in the Firm's ERP system upon issuance of the duplicate.

Only one transaction is permitted per invoice number regardless of whether the original or a duplicate is presented. The Firm's ERP records are the authoritative and final record of all transactions conducted at RL Jewels.

Each ornament is entitled to one exchange transaction under the applicable exchange policy of the Firm. Once exchanged, the replacement ornament is not eligible for a further exchange under the same policy. The Firm's ERP system records all exchange transactions and the Firm reserves the right to decline a second exchange on any ornament that has already been exchanged once.

All buyback and exchange transactions are subject to purity verification by XRF or equivalent testing at the Firm's facility. The Firm reserves the right to complete this process within 2 working days before confirming the exchange or buyback value.

Where a customer disputes the Firm's purity assessment, the ornament may be sent to a mutually agreed BIS-certified assaying laboratory for independent verification. The cost of independent assay shall be borne by the party whose assessment is found to be incorrect by the laboratory result.

For custom or made-to-order jewellery, if the gold/silver rate at delivery differs from the rate at booking, the difference will be adjusted at actuals on the final bill at the prevailing IBJA-based store rate on the date of delivery, adjusted against any advance paid.

Jewellery will be delivered only against the original order voucher. Once placed, custom orders cannot be cancelled and the advance amount will not be refunded except as provided in this clause.

In the event that the Firm is unable to fulfil a custom order due to circumstances within its control, the advance amount shall be refunded in full within 15 working days. Force majeure events including gold supply disruptions, natural disasters, government orders, pandemics, or civil disturbance shall not entitle the customer to a refund but shall entitle them to an extension of the delivery timeline by an equal period.

Refusal to accept delivery after manufacture shall result in forfeiture of the advance amount. The Firm reserves the right to resell such items without further obligation to the customer.

In the event of the demise of the customer before delivery, the order may be collected by a legal heir upon production of a legal heir certificate and valid government ID, or the advance amount may be refunded to the legal heir upon written request submitted within 90 days of the customer's demise.

Advance schemes including SIP, rate-booking, and instalment plans are governed by separate scheme-specific terms issued in writing at the time of enrolment. In the event of any conflict between scheme terms and these general Terms and Conditions, the scheme agreement shall prevail for matters specific to the scheme. All advance schemes are operated in compliance with applicable laws and regulatory guidelines. Scheme amounts once deposited are non-refundable except as per the specific scheme terms.

Scheme-linked purchases are not eligible under the 100-Day Exchange Guarantee in Clause 7. The standard 14-day exchange policy under Clause 8 applies to ornaments purchased using scheme maturity credits.

Nomination: all scheme accounts must have a registered nominee at the time of enrolment. In the event of the scheme member's demise, the nominee may claim the scheme credit or maturity ornament upon production of nominee ID, scheme documents, and death certificate. In the absence of a registered nominee, the legal heir process under Clause 13 applies.

Ornaments purchased through third-party EMI or financing schemes are eligible for exchange under applicable policies, subject to the customer producing a no-objection letter from the financier or evidence that the loan account is clear.

The Firm is not responsible for any financing obligations between the customer and their lending institution. Exchange credit under such transactions will be issued in the name of the customer as per the original invoice. The customer acknowledges that exchanging an ornament purchased on EMI does not extinguish, reduce, or modify their outstanding loan obligation with the financing institution in any way.

The Firm reserves the right to modify, suspend, or discontinue the loyalty programme at any time with reasonable notice to enrolled members. Accrued points will be honoured for 6 months following any discontinuation notice. Programme modification or suspension does not entitle members to cash compensation for accrued but unredeemed points.

Gift cards or vouchers issued by the Firm are valid for the period stated on the voucher, redeemable at any RL Jewels branch, non-transferable for cash, and cannot be used for scheme instalment payments unless explicitly stated otherwise on the voucher at the time of issue.

Lost or damaged gift cards will not be replaced or reissued. The Firm is not responsible for unauthorised use of a lost gift card. Any gift, voucher, or promotional benefit received by the customer at the time of original purchase must be returned at the time of exchange or buyback, failing which its declared or assessed value at the time of original issuance shall be deducted from the exchange or buyback credit.

A separate custody receipt will be issued for every ornament taken into the Firm's custody for repair, cleaning, resizing, or purity verification. The custody receipt will state the declared value of the ornament, agreed between the Firm and the customer at the time of intake, for the purpose of defining the Firm's liability during the custody period.

The Firm's liability for an ornament in its custody is limited to the cost of repair or replacement of the specific component damaged through the Firm's proven negligence, up to the declared value stated on the custody receipt. The Firm will not be liable for damage caused by pre-existing weaknesses in the ornament that were not apparent at the time of intake, provided these were disclosed to the customer at intake. The Firm is not liable for loss or damage caused by events beyond its reasonable control during the custody period, including theft by forced entry, fire, flood, or other force majeure events. Customers are advised to ensure their high-value ornaments are covered under their own insurance during the service period.

Customers must collect their ornaments within 60 days of the Firm notifying them that the work is complete, via phone or WhatsApp. After 60 days the Firm will issue a final written or WhatsApp notice. If the ornament remains uncollected for 90 days after the final notice, the Firm reserves the right to apply a storage charge of Rs. 50 per day. After a total of 180 days from the date of completion, the Firm may treat the ornament as abandoned, dispose of it to recover outstanding charges and storage fees, and hold any surplus for the customer for a further period of 1 year.

Ornaments sold directly from the Firm's display showcase may have minor surface marks consistent with showroom display and customer handling during the period they were on display. Such marks are normal and do not constitute a manufacturing defect. All display pieces are sold at their displayed price.

Display pieces are fully eligible for the 100-Day Exchange Guarantee under Clause 7 and the 14-day exchange policy under Clause 8, subject to all conditions of the applicable clause being satisfied. The Firm's standard condition check at the time of exchange initiation governs all such transactions.

Please do not make any changes, alterations, or repairs to ornaments purchased from the Firm at any other place. The Firm shall not be responsible for any damage, loss of weight, quality deterioration, or loss of exchange eligibility resulting from alterations or repairs performed by any party other than the Firm, regardless of the reason for seeking third-party service.

The process of setting or removing a stone in an ornament bears the risk of damage to the stone. The Firm shall not be responsible for such damage whether the work is performed by the Firm at the customer's explicit request, or by any third party. Customers are advised to be aware of this risk before requesting stone setting or removal work.

All jewellery is inspected before delivery and presented to the customer at the counter. By signing this invoice, the customer confirms receipt of the ornament in its present condition and accepts it as such. After delivery, the Firm is not responsible for any wear, tear, damage, or deterioration.

Gold, silver, and platinum articles may decolour due to reactions with perfume, sweat, chemicals, or foreign particles. This is normal wear and not a manufacturing defect. Decoloration of gold-plated, silver, or fashion items due to external agents including perfume, sweat, or chemicals is normal wear and is not a manufacturing defect. The weight of precious and semi-precious stones is indicative and the Firm's records shall be final in case of any weight-related dispute.

Diamond grading certificates are issued by independent third-party laboratories (GIA, IGI, SGL, or others) and reflect that laboratory's assessment at the time of grading. The Firm sells diamonds with certificates from reputed laboratories and presents them as certified. Customers are welcome to seek independent verification before completing their purchase.

The Firm does not accept responsibility for changes in stone characteristics after delivery including chipping, cracking, colour change, or clarity degradation due to environmental exposure, physical impact, or chemical contact.

Valuation certificates issued by the Firm represent the Firm's good-faith estimate of the replacement value of the ornament at the time of issue, based on prevailing market rates. They are prepared for insurance purposes only and do not constitute a guarantee of resale value, buyback value, exchange value, or current market value.

The Firm is not responsible for any reliance placed on a valuation certificate by any third party including insurance companies, financial institutions, or lending entities. Valuation certificates are issued at the Firm's discretion and a nominal fee may be charged.

All gold purchased and sold by the Firm is sourced from authorised channels compliant with applicable Indian law including RBI and SEBI guidelines for gold imports and domestic procurement. The Firm does not knowingly purchase or sell gold of undisclosed or illegal origin, and supports responsible and transparent gold trade practices.

Basic maintenance includes ultrasonic cleaning, polishing of metal surfaces, and inspection of clasps and settings. It does not include rhodium plating, stone replacement, structural repair, soldering, resizing, sizing, or addition of metal, all of which will be charged at prevailing rates.

Lifetime maintenance is available only at RL Jewels branches. The Firm is not responsible for maintenance costs incurred at third-party service providers. Certain ornaments that cannot be serviced due to their manufacturing process, stone type, or construction method are excluded from this commitment, and the customer will be informed accordingly at the time of the service request.

For all gold and silver purchase (buyback) transactions above Rs. 50,000, valid government-issued photo ID is mandatory as per the Prevention of Money Laundering Act (PMLA). Aadhaar and PAN details collected during transactions are used solely for statutory compliance purposes.

For transactions above Rs. 2,00,000 in cash, PAN is mandatory as per Income Tax Rules 114B. The Firm reserves the right to refuse cash transactions above this limit without a valid PAN.

Anti-Structuring: the Firm reserves the right to aggregate transactions by the same customer within a single day or across a reasonable period for the purposes of PMLA compliance. Deliberate splitting of transactions to avoid statutory identification requirements is an offence under PMLA and the Firm will report any suspected structuring to the Financial Intelligence Unit — India (FIU-IND).

Any gift, benefit, scheme credit, cashback, or promotional item with a declared or assessed value of Rs. 500 or more received by the customer at the time of the original purchase must be returned at the time of exchange or buyback, failing which its value at the time of original issuance shall be deducted from the exchange or buyback credit.

Small complimentary items such as gift wrapping, puja items, or sweets are excluded from this clause. This clause applies to tangible gifts, scheme credits, and stated cash benefits only. Customers are advised to retain documentation of all benefits received at the time of purchase.

The Firm reserves the right to refuse any transaction, decline any ornament for buyback or exchange, or ask any customer to leave the premises, without being required to give reasons, provided such refusal is not on grounds prohibited under applicable law including the Consumer Protection Act 2019. The Firm's decision in such matters is final at the store level, subject to the grievance process in Clause 38.

By completing a purchase, the customer confirms they are above 18 years of age or are acting as guardian on behalf of a minor. Contracts entered into by minors without adult guardian authorisation are void under the Indian Contract Act, 1872. The Firm shall not be liable for transactions initiated by or on behalf of minors without adult supervision. Any purchase made as a gift for a minor must be completed by an adult customer in the adult's name.

All advertisements, promotions, scheme communications, social media posts, and WhatsApp broadcasts made by the Firm are subject to these Terms and Conditions. In the event of any conflict between an advertisement or promotional communication and these Terms and Conditions, these Terms and Conditions shall prevail unless the advertisement explicitly states otherwise in writing.

All promotional offers are valid for the stated period only and subject to stock availability. The Firm reserves the right to modify or withdraw any offer at any time without prior notice. The Firm's decision on the interpretation and application of any promotional offer is final.

Customer personal data including name, address, phone number, Aadhaar, and PAN collected during transactions is used solely for billing, statutory compliance, and with the customer's documented consent, for promotional communication. Data is not shared with third parties except as required by applicable law, in accordance with the Digital Personal Data Protection Act, 2023. Customers retain the right to access, correct, or request deletion of their personal data by contacting the Firm at contact@rljewels.com.

Commercial communication via WhatsApp is sent only to customers who have provided opt-in consent at the time of transaction or enrolment. The Firm's WhatsApp broadcasts comply with TRAI regulations and the DPDP Act 2023. Customers may opt out of all promotional communication at any time by: (i) replying STOP to any WhatsApp message from the Firm; (ii) calling +91 94038 91854; or (iii) visiting any RL Jewels branch in person. Opt-out requests will be processed within 7 working days. Rate broadcasts and promotional messages are indicative only; the billing rate at the time of invoice generation is always the final applicable rate.

Purchases made through the RL Jewels mobile application are governed by the Consumer Protection (E-Commerce) Rules 2020 in addition to these general Terms and Conditions. For app-based purchases, the customer has the right to review all charges before completing payment. Pricing displayed on the app is indicative and subject to final confirmation at the time of invoice generation.

Payment transactions through the RL Jewels app are processed through a PCI-DSS compliant third-party payment gateway. The Firm does not store card numbers, UPI IDs, net banking credentials, or other payment instrument data on its own servers.

The Firm reserves the right to suspend or terminate any app account where misuse, fraud, or violation of these terms is suspected. Any scheme deposits held will be refunded as per scheme terms after verification. App account termination does not affect the customer's rights in relation to physical purchases made from the Firm at any branch.

All transactions are confirmed only upon receipt of payment in the Firm's account as reflected in the Firm's banking system. In the event of a disputed payment, the Firm will investigate within 2 working days and resolve within 7 working days.

Ornaments will not be released until payment is confirmed in the Firm's system regardless of screenshots, payment notifications, or bank messages shown by the customer. The Firm is not responsible for failed or duplicate payments caused by banking system errors, network failures, or third-party payment gateway issues. For payment disputes, customers should contact their payment gateway or bank directly in addition to the Firm's grievance process.

The Firm's premises are under continuous CCTV surveillance for security purposes. By entering the premises, customers acknowledge that they may be recorded. CCTV footage is retained for 90 days and may be used for security purposes, dispute resolution, and regulatory compliance. Footage will be shared with law enforcement authorities upon valid legal request.

The Firm's ornament designs, display photographs, and catalogue images are the intellectual property of the Firm and may not be reproduced commercially, shared with competitors, or used for price comparison purposes without prior written permission from the Firm. The Firm may photograph transaction events and customer testimonials for marketing purposes only with the customer's explicit prior consent, which is entirely voluntary and does not affect the customer's right to transact.

The Firm's total liability to any customer arising from any transaction, claim, or dispute under these Terms and Conditions shall not exceed the invoice value of the specific ornament or transaction in question. The Firm shall not be liable for any consequential, indirect, incidental, or special damages including but not limited to emotional distress, loss of opportunity, loss of anticipated benefit, or reputational harm, regardless of whether the Firm was advised of the possibility of such damages.

This limitation does not apply to claims arising from the Firm's wilful misconduct, fraud, or a verified purity shortfall in an ornament sold by the Firm. Nothing in this clause is intended to exclude statutory rights available to the customer under the Consumer Protection Act 2019 or any other applicable law.

All claims, complaints, and disputes under these Terms and Conditions must be raised with the Firm within 2 years of the transaction date. Claims raised after this period cannot be processed at the store level, without prejudice to any statutory rights the customer may have under applicable consumer protection law.

The Firm shall not be liable for delay or failure to perform any obligation under these Terms and Conditions caused by circumstances beyond its reasonable control, including but not limited to acts of God, government orders or restrictions, natural disasters, pandemics, fire, flood, strike, civil disturbance, power failure, or gold supply disruptions. The Firm will make reasonable efforts to fulfil its obligations as soon as circumstances permit and will communicate with affected customers through available channels.

These Terms and Conditions are subject to applicable consumer protection law. Subject to applicable consumer protection law, disputes arising from transactions at RL Jewels shall be governed by the laws of India. The Firm's registered office is in Jalgaon, Maharashtra, and Jalgaon courts shall have jurisdiction to the extent permitted by applicable law.

The Firm reserves the right to amend these Terms and Conditions at any time. Amended terms will be published on rljewels.com/terms and will apply to new transactions from the date of publication.

Existing exchange guarantees, scheme commitments, and advance order terms made at the time of original purchase will be honoured under the terms prevailing at the time of that purchase. A customer who purchased an ornament under the 100-Day Exchange Guarantee in Clause 7 retains that guarantee for the full 100-day period regardless of any subsequent amendment to these Terms and Conditions.

I/We confirm that the information provided during this transaction is correct and belongs to me/us. I/We have read and understood all Sale, Exchange, Purchase, and Buyback policies of the Firm and agree to be bound by the same in all respects.

If any clause or part thereof is found to be invalid, illegal, or unenforceable by a competent court, the remaining clauses shall continue in full force and effect. The invalid clause shall be modified to the minimum extent necessary to make it enforceable while preserving its original intent. All Terms and Conditions are subject to applicable consumer protection law.