Effective Date: 3 August 2026
Last Updated: 3 August 2026
This Return, Exchange & Refund Policy applies to purchases made through soultouchjewellery.com, operated by Soul Touch Jewellery, a sole proprietorship owned and operated by Nazia Khan.
Soul Touch Jewellery is an online jewellery retailer having its principal place of business at:
House No. 68, Alhasnath Colony, Toli Chowki, Hyderabad, Telangana – 500008, India
For assistance, please contact:
Email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Customer-support hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, excluding public holidays.
Policy summary
Because jewellery is a personal-use product, we do not accept returns or exchanges merely because a customer changes their mind, no longer likes the style, selects the wrong product or wishes to purchase another product.
We will, however, provide an appropriate remedy where a product received is:
- Incorrect;
- Damaged during delivery;
- Defective;
- Missing from the parcel;
- Materially different from the product ordered; or
- Materially different from the description or images displayed on our website.
Visible delivery-related issues should preferably be reported within 24 hours of delivery, and the formal return request must ordinarily be submitted within seven calendar days of delivery.
This summary is provided for convenience. The complete terms below will apply to every request.
1. General Eligibility
A product may be considered for return, replacement or refund only where Soul Touch Jewellery verifies that:
- The wrong product was delivered;
- The product was damaged during transit;
- The product contains a manufacturing defect;
- An item or component was missing from the parcel;
- The product materially differs from the product ordered;
- The product materially differs from its description, stated specifications or displayed characteristics; or
- Another remedy is required under applicable consumer law.
Approval is subject to inspection, verification of the order and the conditions stated in this Policy.
Nothing in this Policy is intended to exclude or restrict any right that cannot lawfully be excluded under applicable Indian consumer-protection law.
2. Change-of-mind returns
Soul Touch Jewellery does not accept returns or exchanges for the following reasons:
- The customer changed their mind;
- The customer no longer wants or requires the product;
- The customer selected the wrong product, style, size, colour or quantity;
- The product does not match a particular outfit or occasion;
- The customer expected a different look despite the product being consistent with its website description;
- The customer found a similar product at a lower price elsewhere;
- The product was purchased by mistake;
- The order was placed without reviewing the product details;
- The product was given as a gift and is no longer required; or
- The customer has personal preferences unrelated to a defect or error by Soul Touch Jewellery.
We encourage customers to review the product description, dimensions, materials, plating details, photographs and care instructions before placing an order.
3. Personal-use and hygiene restrictions
Jewellery is a personal-use product. To maintain hygiene and quality-control standards, products that have been worn, used, altered, damaged, exposed to cosmetics or handled beyond what is reasonably necessary for inspection will not be accepted for return.
This restriction does not prevent a customer from reporting a wrong, damaged, defective or materially misdescribed product.
For hygiene and quality-control reasons, we do not provide trial-based returns or exchanges.
4. Reporting a wrong, damaged, defective or missing product
Customers should inspect the parcel promptly after delivery.
Visible issues such as the following should preferably be reported within 24 hours of delivery:
- Transit damage;
- Wrong product;
- Missing product;
- Missing component;
- Empty parcel;
- Open or visibly tampered parcel; or
- Damage clearly visible when the package is opened.
The customer should contact us through:
Email: care@soultouchjewellery.com
WhatsApp: +91 63097 93041
The message should contain:
- Customer’s full name;
- Order number;
- Registered email address or phone number;
- Name of the affected product;
- Clear explanation of the problem;
- Clear photographs of the product;
- Photographs of the outer and inner packaging;
- Photograph of the shipping label; and
- A parcel-opening video, where available.
Reporting within 24 hours assists us in investigating courier-related damage or discrepancies. A claim reported later will not automatically be rejected solely because the 24-hour period has passed, but additional evidence may be required.
The formal request must ordinarily be submitted within seven calendar days from the recorded date of delivery, unless a longer period applies under the six-month limited warranty or applicable law.
5. Parcel-opening video
Customers are strongly encouraged to record a clear, continuous parcel-opening video.
The video should:
- Begin before the outer package is opened;
- Clearly show the shipping label;
- Show all sides of the unopened parcel;
- Show the opening of the outer and inner packaging;
- Clearly show every product received; and
- Show the reported damage, defect, missing item or incorrect product.
The video should not contain unexplained cuts, pauses or edits.
A parcel-opening video provides useful supporting evidence, particularly for claims involving missing items, wrong products, transit damage or tampered packaging.
However, the absence of a parcel-opening video will not, by itself, automatically invalidate a genuine claim. Soul Touch Jewellery may consider photographs, packaging, shipping records, courier information, product records and other reasonable evidence when reviewing the request.
6. Return-request review
After receiving the request, our customer-support team may:
- Ask for additional photographs or videos;
- Ask for the product to be shown during a video call;
- Verify the product code, packaging and shipping label;
- Review packing or dispatch records;
- Contact the courier partner;
- Ask the customer to describe when and how the issue was discovered; or
- Request other information reasonably necessary to assess the claim.
Providing information does not automatically guarantee approval.
We will communicate whether the request has been:
- Approved;
- Rejected;
- Placed under further review; or
- Approved subject to additional conditions.
Customers should not send a product back before receiving written return approval from Soul Touch Jewellery.
Unauthorised parcels may be refused or returned to the sender.
7. Condition of returned products
An approved return must, as far as reasonably possible, include:
- The original product;
- Original tags, seals and labels;
- Original jewellery box;
- Original pouch;
- Product inserts and care cards;
- All components and accessories;
- Original invoice or order details; and
- Original protective packaging.
Except where handling was reasonably necessary to identify the reported issue, the product must be:
- Unused;
- Unworn;
- Unwashed;
- Unaltered;
- Free from perfume, cream, make-up and cosmetic residue;
- Free from scratches caused after delivery;
- Free from accidental or deliberate damage; and
- Returned in the condition in which it was received.
Complimentary gifts do not ordinarily need to be returned unless the terms of the relevant promotional offer specifically require their return.
8. Returning an approved product
Soul Touch Jewellery does not currently provide reverse pickup as a standard facility.
After approval, the customer must securely pack and dispatch the product to:
Soul Touch Jewellery
House No. 68, Alhasnath Colony
Toli Chowki
Hyderabad, Telangana – 500008
India
Contact: +91 63097 93041
The product should ordinarily be dispatched within seven calendar days of return approval.
The customer must share:
- Courier company name;
- Tracking or consignment number;
- Date of dispatch; and
- Receipt showing the shipping charge.
The product should ordinarily reach us within ten calendar days of return approval, subject to reasonable courier delays.
Customers should use a reliable trackable courier service. Soul Touch Jewellery will not be responsible for a return parcel lost because it was sent without tracking or was inadequately packaged.
9. Return-shipping costs
Where Soul Touch Jewellery is responsible
For an approved claim involving a wrong, damaged, defective, missing or materially misdescribed product, Soul Touch Jewellery will:
- Bear or reimburse reasonable standard return-shipping costs;
- Refund the original standard shipping charge, where applicable; and
- Bear the shipping cost of an approved replacement.
Return-shipping reimbursement must be supported by a valid courier receipt.
Reimbursement may be limited to a reasonable standard courier charge appropriate for the customer’s location. Premium, urgent or unnecessarily expensive shipping services will not be reimbursed unless approved by us in advance.
Where the customer is responsible
If a return is exceptionally accepted for a reason not caused by Soul Touch Jewellery, the customer will be responsible for:
- Return-shipping charges;
- Original shipping charges;
- Any applicable Cash on Delivery charge; and
- Any other non-refundable logistics expense disclosed before acceptance.
Soul Touch Jewellery is not obligated to approve a change-of-mind return.
10. Inspection of returned products
All returned products will undergo a quality inspection after receipt.
We may examine:
- Product identity;
- Product condition;
- Tags and packaging;
- Reported damage or defect;
- Evidence of wear or misuse;
- Missing components;
- Exposure to perfume, water or chemicals;
- Alterations or unauthorised repairs; and
- Whether the returned product matches the product originally dispatched.
The inspection will ordinarily be completed within a reasonable period after receipt.
A return may be rejected where:
- The returned product is not the product originally supplied;
- The product has been worn or used beyond reasonable inspection;
- The product has been deliberately or accidentally damaged after delivery;
- Tags, seals or essential components have been removed;
- The reported defect cannot be verified;
- The defect resulted from misuse or failure to follow care instructions;
- The product was altered, repaired or modified;
- The customer returned the product without approval;
- The product was inadequately packed and damaged during return transit; or
- The claim appears fraudulent, abusive or misleading.
If a return is rejected after inspection, the customer will be informed of the reason. Soul Touch Jewellery will bear the reasonable cost of sending the rejected product back to the customer once.
11. Replacement and exchange
Where a claim is approved, we may offer a replacement with the same product or SKU, subject to availability.
The following conditions apply:
- Only one replacement will ordinarily be provided per approved claim;
- Replacement is not available for an unrelated product;
- Replacement is not available merely because the customer wants another style or design;
- Replacement remains subject to stock availability; and
- The replacement product will be dispatched after the returned product passes inspection, unless we agree otherwise.
If the same product is unavailable, the customer may be offered:
- A refund;
- Store credit; or
- Another suitable resolution agreed between the customer and Soul Touch Jewellery.
Where a different product is exceptionally offered and costs more, the customer must pay the difference before dispatch.
Where the replacement product costs less, the difference may be issued as store credit unless a refund is required under applicable law or expressly agreed by Soul Touch Jewellery.
12. Refunds
A refund may be approved where:
- The delivered product is wrong, damaged or defective;
- The product is materially different from its description;
- A missing product cannot be supplied;
- The approved replacement is unavailable;
- A replacement cannot reasonably resolve the matter;
- Soul Touch Jewellery cancels the order after collecting payment;
- A parcel is officially confirmed as lost and the customer chooses a refund; or
- A refund is otherwise required under applicable law.
Once the returned product has been received, inspected and approved, the refund will ordinarily be initiated within five to seven business days.
The time taken for the amount to appear in the customer’s account may depend on the bank, card network, UPI provider or payment gateway.
13. Refund method
Prepaid orders
Refunds for prepaid orders will ordinarily be issued to:
- The original payment method; or
- Store credit, where the customer voluntarily chooses store credit.
A refund cannot ordinarily be transferred to an unrelated card, wallet or payment account.
Cash on Delivery orders
Approved refunds for Cash on Delivery orders will ordinarily be issued through:
- UPI transfer;
- Bank transfer; or
- Store credit, where selected by the customer.
The customer must provide correct payment details. Soul Touch Jewellery will not be responsible for a refund sent to incorrect bank or UPI details supplied by the customer.
We may request reasonable verification before processing a COD refund.
14. Non-refundable amounts
Except where the return results from an error by Soul Touch Jewellery, an approved defect, a materially misdescribed product or another legal requirement, the following amounts are non-refundable:
- Original shipping charges;
- Cash on Delivery charges;
- Convenience charges, where applicable;
- Gift-card value;
- Store-credit value;
- Expedited or premium shipping costs; and
- Costs arising from incorrect customer information or failed delivery.
Where Soul Touch Jewellery delivered a wrong, damaged, defective or materially misdescribed product, the original standard shipping charge and approved reasonable return-shipping charge will be refunded or reimbursed.
15. Sale, clearance and promotional products
Sale and clearance products are not eligible for change-of-mind return or exchange.
However, a sale, clearance or promotional product may still qualify for an appropriate remedy where it is:
- Incorrect;
- Damaged;
- Defective;
- Missing;
- Materially different from its description; or
- Otherwise covered by applicable law.
Promotional offers may have additional terms displayed on the relevant offer page.
16. Gift cards, store credit and loyalty benefits
Gift cards, store credits, loyalty points, referral rewards and promotional credits:
- Cannot ordinarily be redeemed for cash;
- Are non-refundable;
- Cannot be transferred unless expressly permitted;
- May be subject to separate validity periods and terms; and
- May be cancelled where obtained through fraud, abuse or a technical error.
Where store credit is voluntarily accepted instead of a refund, the customer should review its applicable validity and redemption conditions before confirming acceptance.
17. Six-month limited warranty
Eligible products are covered by a six-month limited warranty commencing from the recorded date of delivery.
The warranty applies to verified cases of:
- Premature tarnishing under normal and reasonable use; or
- Substantial plating loss under normal and reasonable use.
The warranty applies only where:
- The product has been used normally;
- The recommended care instructions have been followed;
- The customer can provide the order number or purchase proof;
- The product has not been altered or repaired; and
- The issue is verified by Soul Touch Jewellery.
The warranty does not guarantee that a product will remain visually unchanged in every condition. Jewellery appearance and plating life may be influenced by frequency of use, friction, storage, environmental exposure, care practices and individual skin chemistry.
18. Warranty exclusions
The six-month limited warranty does not cover:
- Ordinary wear and tear;
- Minor fading occurring gradually through regular use;
- Scratches, dents or surface marks;
- Accidental damage;
- Mishandling;
- Broken chains caused by pulling or snagging;
- Bent posts, clasps or components caused by force;
- Lost products, stones or components;
- Damage caused by perfume, sanitiser, creams or cosmetics;
- Exposure to harsh chemicals or cleaning agents;
- Swimming, bathing or prolonged water exposure;
- Damage caused by sweat remaining on the product without cleaning;
- Improper cleaning;
- Improper or damp storage;
- Friction against clothing or hard surfaces;
- Alteration, resizing or repair by another person;
- Failure to follow care instructions;
- Damage caused by pets or children;
- Commercial or abnormal use; or
- Aesthetic preferences that do not involve a verified defect.
19. Warranty claim procedure
To submit a warranty claim, the customer should email or WhatsApp:
- Full name;
- Order number;
- Product name;
- Date the issue was noticed;
- Description of how the product was used and cared for;
- Clear photographs and videos of the affected area; and
- Any other information reasonably requested.
Soul Touch Jewellery may require the product to be returned for inspection.
Depending on the nature of the verified issue, availability and applicable law, the resolution may include:
- Replacement;
- Store credit;
- Refund;
- Another suitable remedy agreed with the customer.
A six-month warranty claim does not automatically entitle the customer to a cash refund. The remedy will depend on the nature of the issue and the available resolution, without limiting non-waivable legal rights.
20. Product-care responsibilities
To preserve the product’s appearance and plating, customers should:
- Remove jewellery before bathing or swimming;
- Avoid prolonged water exposure;
- Avoid direct contact with perfume, sanitiser, hairspray, creams and cosmetics;
- Avoid household cleaners and harsh chemicals;
- Remove jewellery during exercise or activities causing heavy perspiration;
- Gently wipe the product with a clean, soft and dry cloth after use;
- Store each item separately;
- Keep jewellery in a dry pouch or box;
- Avoid humid storage areas;
- Avoid pulling chains or applying force to clasps and posts; and
- Avoid abrasive cloths, brushes and jewellery-cleaning chemicals unless specifically approved.
Failure to follow the recommended care instructions may affect warranty eligibility.
21. Colour, size and appearance
Product photographs are taken and edited to represent the product as accurately as reasonably possible.
However, minor differences may arise because of:
- Screen brightness and colour settings;
- Photography lighting;
- Camera processing;
- Viewing device;
- Production batches;
- Stone placement;
- Surface finish; or
- The way the product appears against different skin tones.
A minor colour or appearance difference that does not materially change the product will not ordinarily be treated as a defect.
The dimensions and specifications displayed on the relevant product page will be used when assessing whether an item materially differs from its description.
22. Damaged or tampered parcels
Customers should avoid accepting a parcel that is visibly open, severely damaged or substantially tampered with where refusal is reasonably possible.
Where the parcel is accepted, the customer should:
- Photograph the outer package before opening;
- Record a continuous parcel-opening video;
- Preserve the packaging and shipping label; and
- Report the matter promptly to Soul Touch Jewellery.
The customer may also be asked to cooperate with a courier investigation.
23. Lost return parcels
The customer remains responsible for an approved return parcel until it is delivered to Soul Touch Jewellery, except where Soul Touch Jewellery arranged the pickup.
Customers should therefore:
- Use a trackable courier;
- Retain the courier receipt;
- Pack the jewellery securely; and
- Share tracking information promptly.
Soul Touch Jewellery cannot issue a replacement or refund for a return parcel that is lost before reaching us unless the loss is attributable to a courier arranged directly by Soul Touch Jewellery.
The customer may independently pursue a claim against the courier selected for the return shipment.
24. Fraudulent or abusive claims
Soul Touch Jewellery may reject, investigate or restrict requests involving suspected:
- Product substitution;
- False damage claims;
- Altered photographs or videos;
- Repeated misuse of the return process;
- Return of counterfeit or unrelated products;
- Intentional product damage;
- Excessive or abnormal claims;
- Threatening or abusive conduct; or
- Other fraudulent activity.
We may suspend website accounts, restrict Cash on Delivery access or decline future orders where there is reasonable evidence of fraud, abuse or repeated policy violations.
This clause will not be used to deny a genuine consumer complaint.
25. Order cancellations by Soul Touch Jewellery
Where Soul Touch Jewellery cancels an order because of:
- Product unavailability;
- Inability to deliver;
- Incorrect pricing;
- Technical error;
- Failed stock verification; or
- Another reason attributable to the business,
all amounts collected for the cancelled products, including any 40% COD advance relating to those products, will be refunded.
The refund will ordinarily be initiated within five to seven business days after cancellation.
26. Relationship with the Cancellation Policy
Once an order has been confirmed, customer-requested cancellation is generally not permitted.
A cancellation request is different from a return request. Delivery of a wrong, damaged, defective or materially misdescribed product will be handled under this Return, Exchange & Refund Policy and will not be treated as an ordinary customer cancellation.
The separate Cancellation Policy should be read together with this Policy.
27. Policy changes
Soul Touch Jewellery may update this Policy to reflect:
- Changes in law;
- Changes in business operations;
- Changes in payment or logistics arrangements;
- New products or services; or
- Improvements to customer-support procedures.
The version applicable to an order will ordinarily be the version displayed on the website when that order was placed, unless a later change is required by law or is more favourable to the customer.
The latest revision date will appear at the beginning of this Policy.
28. Customer support and grievances
For a return, replacement, warranty or refund request, contact:
Soul Touch Jewellery
House No. 68, Alhasnath Colony
Toli Chowki
Hyderabad, Telangana – 500008
India
Customer-support email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Working hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST
For an unresolved complaint, customers may escalate the matter to:
Nazia Khan
Founder and Grievance Officer
Email: care@soultouchjewellery.com
Phone: +91 63097 93041
Address: House No. 68, Alhasnath Colony, Toli Chowki, Hyderabad, Telangana – 500008, India
Grievances will be acknowledged within 48 hours and addressed within the period prescribed under applicable law.