Refund & Cancellation Policy

This Refund & Cancellation Policy explains how we handle cancellations, refunds and the timelines you can expect. It should be read together with our Return Policy.

1. Cancellation by you

You may cancel an order any time before it is shipped. Sign in and tap Cancel on the order page, or write to hello@arqjewels.local. Cancellations of online-paid orders are auto-refunded to the original payment method within 24 hours.

Once an order is shipped it cannot be cancelled directly — please refuse delivery or follow the return process after receipt.

2. Cancellation by us

We may cancel an order in the following cases, with prompt refund of any amount paid:

• The product is out of stock or has been discontinued.
• There is a pricing or description error on the listing.
• We suspect fraud, payment irregularity or abuse.
• The delivery address is unserviceable.
• The COD OTP cannot be verified after multiple attempts.

3. Refund timelines

• Online payment refund (UPI, card, net banking, wallet): initiated within 2 business days of approval. The amount is credited back to the original payment instrument by your bank within 5–7 working days.
• COD refund: refunded by NEFT to your bank account within 7–10 working days. We collect bank-account details (account name, number, IFSC) after the return is approved.
• Cancelled-before-shipment refund: 24 hours for online payments; not applicable for COD (no money was collected).

4. What is refunded

Refunds cover the price of the item and any GST charged on it. Shipping charges are refunded only if the product was returned because it was damaged, defective or wrongly shipped. For voluntary returns, shipping charges are not refunded; if the original order qualified for free shipping, no shipping adjustment is made.

5. Coupon-discounted orders

If you used a coupon and partially returned the order, the coupon discount is recalculated proportionally. If the post-return order value falls below the coupon’s minimum-cart-value, the discount is reversed in full.

6. Failed payments

If a payment is debited from your account but the order doesn’t complete (network error, gateway timeout), the amount is auto-reversed by your bank within 5–7 working days. If you don’t see the reversal, write to us with the bank reference number and we’ll trace it with Razorpay.

7. Where to escalate

If you don’t see the refund credit after the timeline above, please contact us with your bank statement and we will chase it on your behalf. If the issue isn’t resolved within a further 7 days, you may escalate to our Grievance Officer.

8. Refunds in foreign currencies

We currently bill and refund only in Indian Rupees (INR). If your card was charged in a different currency by your issuing bank, the refund is sent back in INR and re-converted by your bank at the prevailing exchange rate, which may differ slightly from the original transaction rate.

9. Contact

Refund queries: hello@arqjewels.local · +91 0000000000. Include your order number and the last four digits of the card or the UPI handle used — it speeds up tracing the refund with the payment provider.