Titan is committed to ensuring full customer satisfaction with respect to the products available on our website, security & customer assistance. However, if you are not happy with the product, you can choose to return the order.
NOTE: In case of international orders, we do not currently accept any returns or exchange of our products, except for those cases where a defective product has been delivered. You shall return the defective product unused and in the same condition as you received it, in its original packaging, along with the invoice for a refund. You are required to report the defect within 7 days of receipt of the product either by calling us on 1800-108-1100 or writing to us on ecomsupport@titan.co.in . For the refund on the returned defective product please check the section on Refund below.
7- days Return Policy for Domestic orders only
In the unlikely event that the order delivered is in damaged condition, or otherwise, you can return the product unused and in the same condition as you received it, in its original packaging, along with the invoice and get the refund. Our courier partner will collect the order from the address provided by you and will get it back to us.
Return Charges
Domestic Order:
Our courier partner will collect the order from provided address (within India). Customer need not pay any shipping charges to return the product.
How to Initiate the Refund Process?
1. Customers should contact Titan customer support on 1800-108-1100 or write to ecomsupport@titan.co.in within 7 days from the receipt of product.
2. Customers should not return the product before receiving a confirmation mail from Titan about the same.
3. All the products must be returned in their original condition, unaltered and unused.
4. Provide the invoice/guarantee card into the package for return process. Without the above, returns will not be processed.
5. For jewellery products, an orange lock will be provided inside the Jewellery box for return purposes. Customer has to return the jewellery product in its original package with the box locked with the orange lock. Without compliance of the above, returns will not be accepted by our shipping agent.
6. In case of jewellery product, Titan customer care will call the customer for confirmation on the serial number of the orange lock provided with the jewellery box. Return process for jewellery products cannot be initiated without confirmation of the lock serial number.
NOTE: We shall not entertain any request after 7 days from the date of receipt of the product.
Refund
We shall process the refund once we receive the product. The product must be in unused condition, in its original packaging along with its original tags and invoice, failing which refund may not be possible.
Once the refund process has been initiated, the amount will be directly refunded to your account via the same mode through which the transaction was made or through cheque (amount would be refunded through cheque, only in cases where the debit/credit card used by customer while placing the order is not in use).
In case the customer pays online then amount will be refunded within 7-15 working days from the receipt of returned product(s) at the warehouse of titan.co.in.
Domestic Order:
In case of domestic order (where the product is shipped within India) 100% refund will be made.
In case the customer pays online then the amount will be refunded within 7-15 working days from the receipt of the returned product(s) at the warehouse of Titan.
In case of COD (Cash on delivery i.e. when customer pays in cash once the product is received) the amount can be refunded either through cheque or online transfer as NEFT (National Electronic Fund Transfer). The mode of refund depends on the customerâs choice:
1. If customer provides a cancelled cheque with the returned product then the refund can be made within 7-15 working days & amount will be refunded directly into customer's account through online transfer as NEFT.
2. If customer doesn't provide any cancelled cheque then amount will be refunded through cheque that will be sent by courier at the address provided by customer at time of registering/placing the order. It may take up to 30 working days.
International Order:
For international orders, currently we do not provide for refund policy. Although, Titan will refund the amount to the customer only under following two circumstances and at the sole discretion of Titan:
1. We will accept the return of only defective product and then subsequently provide for the refund. However, the refund process will be initiated only post inspection and after we get a go ahead from our QA (quality assurance) team. While refunding for the defective product, we will not charge you for shipment (to and fro).
2. We will refund under those circumstances where our logistic partner has been unable to deliver the product, even after repeated efforts due to the customerâs unavailability. Although while making the refund, we will deduct from the amount paid all the costs incurred by Titan like shipment expenses both to and fro, customs paid and any other charges.
Jewellery
We reserve the right to not allow the exchange of jewellery products due to differential that may arise, as no two products will have the exact weight & hence price will differ. Please note that our pricing is calculated using current precious metal and gem prices to give you the best possible value. These prices do change from time to time, owing to the fluctuations in prices of precious metal and gem prices, so our prices will also change.
However, if you choose to cancel the order(before shipment) or return the product because of receiving it in damaged condition, the refund will be made directly to your account or issued by cheque (amount would be refunded through cheque, only in cases where the debit/credit card used by customer while placing the order is not in use).
Prices on our website are subject to change without notice. Please expect that you will be charged the price for the jewellery as it is listed on the day of purchase.
Exchange
We regret to inform that exchange of products is not possible for the products bought from our website. However customer can choose to return the product as mentioned earlier.
Tanishq Exchange Policy
1) Tanishq Jewellery sold through any Tanishq outlet or directly by the company will be accepted for exchange at any Tanishq outlet. Tanishq outlets will honor this Tanishq Exchange Policy (TEP) and no individual discretion in compliance will be permitted.
2) Pieces will be accepted after due examination for defects, weights and originality, including the Tanishq mark (Q).
3) While normal wear and tear is to be expected, no credit may be given to the customer for stone defects (cracks, scratches, replacements, alterations). In extreme cases where the customer insists on exchange of a product with defective stone(s), exchange is only to be done after cautioning the customer that the product has to be dismantled, and the stones removed (at customerâs risk) and returned to customer.
In such cases, the customer must be advised that the value of such damaged stones will be reduced from the value of the refund / exchange. These damaged stones will be returned to the customer. The customer must be cautioned that such stones are vulnerable to breakage during removal and that this risk is to the customerâs account.
4) The piece must only be accepted if accompanied by the original Cash Memo and/or guarantee certificate. Exceptions may be made by the Boutique Manager at his/her discretion in the case of known customers and products, and should be reported to the Regional Business Manager. In the event that the customer is unable to produce these documents, then the Boutique Manager may accept such pieces for validation via the factory or may accept the exchange under the terms of the General Exchange Policy (GEP).
5) A valuation certificate cum acknowledgement form & Customer Declaration form signed by customer is to be filled out for all pieces accepted for exchange.
Documents: Tanishq Exchange Form (TEF) - System generated:
1 st copy : Stapled to Cash Memo (File Copy) of new product purchased.
2 nd copy : Accompanies product when it is finally returned to the Quality Assurance Department, Hosur
Document: Tanishq Customer Declaration form:
1 st copy : Along with cash memo copy & credit note copy at the boutique.
6) Should the boutique find it difficult to value the piece, doubts the authenticity of the piece, the piece should be sent to Jewellery factory, Hosur to the attention of Executive - Quality Assurance under a Service Return Note, for verification and valuation. The piece must be accompanied by the 2nd Copy of the TEF. The Quality Assurance office will return the piece with valuation within 7 working days of receipt together with the 2nd copy of the TEF (mainly for studded)
7) As per the revised Credit note policy issued from January 2011 onwards, the boutique shall not issue to customer open Credit note, but ensure that the TEP credit note is adjusted against same customer invoice on same day; For this purpose, the following steps are recommended to be followed :
a. If Customer wants to do TEP then he has to first select a new product to be purchased for equivalent approximate value of TEP; For this purpose , boutique shall inform the tentative value of the TEP credit note ;
b. Once the products are selected by customer , the boutique shall get the TEP declaration form signed by customer , in prescribed format ; This form has to be attached to the Credit note generated on TEP and all these documents have to be attached to Invoice (boutique copy)
c. TEP credit note shall be generated as per Commercial norms / SOP and the same shall be fully adjusted on the same day against an invoice/customer order/advance order. If customer is not able to select any product at the boutique on same date, then he has to mandatorily place a customer order for full TEP credit note value;
d. Once the TEP credit note is generated, the customer shall sign on same accepting the valuation; This Credit note shall be verified again when the customer comes back for collecting the product on Customer order (in case not fully redeemed same date)
e. In no case, name change of credit note vs. Invoice name will be allowed unless authorized in writing by customer, on the consent letter;
8) Customers who want to exchange their Tanishq products for a cash refund:
This may be permitted by the Boutique Manager, subject to other terms and conditions of TEP and for Tanishq & Gold plus products mentioned in 9(c). The general terms and conditions of this policy will apply subject to an additional cash deduction of 10% for studded products & loose stones and 3% for all other product categories from the total credit note value arrived at under TEF terms. Such cases should also be brought to the attention of Regional Commercial Department. However the TEF forms need to be filled. Against the column for exchange value/new cash memo no. âCASH REFUNDEDâ should be mentioned. You can now pay customers up to Rs 20,000 on-the-spot (from your collections) and promise that cheques for larger amounts will be given within 7 working days. Please also explain to customers that amounts larger than Rs 20,000 cannot be given in cash because of IT rules.
There could be instances when the Boutique Manager has advised to refund, but there is inadequate cash at the boutique. In such an eventuality, the customer may be requested to return at such time the accumulated sales collections may be used for the purpose of the refund.
9) The commercial terms governing Tanishq Exchange Policy are as follows:
(a) Tanishq products of 24kt, 22kt, 18kt, 14kt are accepted for exchange at any time. But the following products are excluded from the TEP scheme.
- Silver products/wares, Jewellery watches / Nebulla watches and export products (9kt, 10kt products), Diamond loose Solitaire & solitaire products of 2 carat and above - No TEP
(b) Zoya products can also be accepted for exchange in Tanishq boutique. No cash refund allowed for Zoya products.
(c) Coin, Plain gold & studded jewellery of Gold plus products can also be accepted for exchange after ensuring the authenticity of Gold plus mark. Cash refund as per TEP terms allowed for the same.
(d) In case the product was sold under discount scheme, the discount amount needs to be net off first (recovered) and TEP policy to be applied.
(f) In case of accepted exchange, deductions will be made as per the following chart:
Gold:
On net gold weight valued at the selling rate of gold on the day of exchange
Stones:
On selling price of stones prevailing on the day of exchange, less:
| (i) On Diamonds / solitaire |
0% (For 2ct & above No exchange) |
| (ii) Invisible set diamonds |
25% |
| (iii) Emeralds, Rubies and Sapphires |
0% (product having bill of material) |
| (iv) Other Stones including Pearls |
0% (product having bill of material) |
Note: Loose Solitaire / Solitaire product of 2ct & above bought by customer before 6th Dec 2012 will have Zero percentage deduction on exchange
Color stones having bill of material will have Zero percentage deduction on exchange
Requirement of original bill / guarantee card continues for all TEP transactions. In exceptional cases, if bill / authenticity card is not available with the customer and the boutique strongly feels the TEP required to be entertained, an additional deduction of 5% on Gold studded products and 10% on high value studded products (products value more than 2 lakhs ) to be applied.
Important:,
Weight of gold:
- 18K and 22K non-studded pieces to be physically weighed to an accuracy of 2 decimal places.
- Studded 22K pieces to be physically weighed and weight of stone deducted as per the system/hard copy of the factor master/engraved in the product. If this is not available at the boutique then the Net weight can be taken from the customer enquiry screen
- Studded 18K pieces: Weight of gold as per master list at the showroom or from the customer enquiry screen.
Rate of Gold:
- Selling rate for the day on the day of exchange Stone
Carats:
- 22kt / 18kt / 14kt products : As per the boutique Poss. system
- Should specifications not exist for a product, please consult the DISCONTINUED PRODUCTS PRICE LISTS and give credit for 70% of the revised UCP for an undamaged piece.
(g) In case of platinum products exchange, deductions will be made as per the following:
1. Standard deduction of 30% on the prevailing UCP value on all platinum products, except solitaire set Products.
2. Standard deduction of 10% on the prevailing UCP value on solitaire set platinum products.
(h) In case of kundan / Mangalsutra / fancy stone products, exchange will be made based on net gold Weight, valued at the selling rate of gold on the day of exchange and no exchange value for stones. For kundan & Mangal sutra products net weights were engraved on product. In case of weight not engraved, net weight after melting / hammering can be taken.
(i) In case of open polki products, the standard deduction will be made as per the following:
1. For stones Zero % deduction on exchange.
2. For gold no deduction. Net gold weight to be valued at prevailing gold rate.
(j) In case of kundan polki products, the standard deduction will be made as per the following:
1. Standard deduction of 10% on the prevailing stone charges i.e., F1
2. For gold no deduction. Net gold weight to be valued at prevailing gold rate.
(k) In case of Victorian collection products exchange, deductions will be made as per below
1. Standard deduction of 50% on the prevailing UCP value of product.
(l) In case of studded UCP products (like electro formed products) exchange, deductions will be made as per the following:
1. Standard deduction of 50% on the prevailing UCP value of product.
(For S.Nos g & i to l, the calculation to be made manually and entered into the system.)
10) Credit Note: In case of Level 3 Btq's cheques are issued to the franchisees from Hosur Finance after the inwarding and revaluation of material.
In case of Level 2 btq's , after inwarding and revaluation of the material , entries are being passed by Hosur finance for any debit or credit .The above debits / credits to the L2 btq's will be settled along with the management commission due to them by the concerned regional commercial departments.
