Terms & Conditions

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your use of the website, products, and services offered by Palak Jewellers ("we," "our," "us"), located at Shop No. 18, Diamond Market, Varachha Road, Surat, Gujarat 395006, India.

These Terms should be read alongside our Privacy Policy, which is incorporated herein by reference. Together, these documents constitute the entire agreement between you and Palak Jewellers.

2. Products & Services

2.1 Jewellery Products

Palak Jewellers offers a wide range of jewellery products including but not limited to gold jewellery, diamond jewellery, silver jewellery, platinum jewellery, bridal sets, and custom-designed pieces. All products are subject to availability.

2.2 Product Descriptions

• We make every effort to display product details, images, and specifications as accurately as possible. However, slight variations in colour or design may occur due to photography, screen settings, and the handmade nature of jewellery.
• All gold jewellery details including karat (purity), weight, stone specifications, and making charges are disclosed at the time of purchase.
• Jewellery weights mentioned are approximate and may vary slightly due to the handcrafted nature of the products.

2.3 Enquiry-Based Catalogue

Our website operates as an enquiry-based platform. Prices shown as "On Enquiry" require direct communication with our team to confirm current pricing based on live gold rates, stone valuations, and making charges. A product listing on our website does not constitute a binding offer or guarantee of availability.

2.4 Custom Jewellery Services

We offer bespoke and custom jewellery design services. Custom orders are governed by a separate design agreement to be executed at the time of order placement. Custom pieces are non-refundable once production has commenced.

3. Pricing & Payment

3.1 Gold Rate Pricing

Gold jewellery prices at Palak Jewellers are calculated based on:

• Daily Gold Rate: The prevailing market rate of gold (22K/18K/24K as applicable) on the date of purchase or confirmation.
• Making Charges: Charges for design, craftsmanship, and labour, which vary by product type and complexity.
• GST: Goods and Services Tax as applicable under Indian law (currently 3% on gold and jewellery).
• Stone Value: The assessed value of gemstones, diamonds, or other precious stones incorporated in the piece.

3.2 Payment Methods

• We accept cash, UPI, NEFT/RTGS, bank transfer, credit/debit cards, and other payment methods as available in-store.
• For high-value purchases, advance payment or confirmation deposit may be required.
• All transactions are subject to applicable government regulations including PAN card requirement for cash transactions above INR 2,00,000.

3.3 Price Changes

Palak Jewellers reserves the right to change prices at any time without prior notice. Prices are confirmed only at the time of final billing and payment. Gold rate fluctuations between enquiry and purchase may affect the final price.

4. Orders & Custom Jewellery

4.1 Order Placement

Orders may be placed in-store at our showroom or via confirmed communication (phone, email, WhatsApp) after verification of your requirements and advance payment (if applicable).

4.2 Advance Deposits

Custom orders typically require a non-refundable advance deposit of 25–50% of the estimated order value at the time of order confirmation. This deposit covers materials, design consultation, and production initiation costs.

4.3 Production Timelines

• Standard in-stock items: Available immediately upon payment.
• Custom / bespoke jewellery: Typically 7–21 working days depending on design complexity.
• Complex bridal sets or special designs: May require 30–60 working days.
• Production timelines are estimates and may vary due to design changes, material sourcing, or unforeseen circumstances.

4.4 Cancellation of Orders

Orders for ready-made jewellery may be cancelled before billing without charge. Custom orders cannot be cancelled once production has commenced. The advance deposit paid for cancelled custom orders is non-refundable unless the cancellation is due to our failure to deliver as agreed.

5. Exchange & Return Policy

5.1 Gold Exchange Policy

• We accept old gold jewellery for exchange against new purchases from our store.
• The value of old gold is assessed based on prevailing market rates and purity testing at the time of exchange.
• A making charge deduction may apply to certain exchange transactions.
• Old gold must be presented with original purchase documentation wherever possible.

5.2 Return & Replacement

• Jewellery may be returned or exchanged within 7 days of purchase if there is a manufacturing defect, accompanied by the original invoice and undamaged hallmark.
• Returns or exchanges are accepted at the prevailing gold rate at the time of return (not necessarily the purchase rate).
• Jewellery that has been resized, repaired, or altered by another party is not eligible for return or exchange.
• Custom-made jewellery is not eligible for return unless there is a verified manufacturing defect.
• The original GST invoice must be presented for all returns and exchanges.

6. Hallmark & Quality Guarantee

All gold jewellery sold by Palak Jewellers is BIS Hallmarked in accordance with the Bureau of Indian Standards (BIS) hallmarking regulations under the BIS Act 2016 and Hallmarking (Compulsory) Order 2021.

• The BIS hallmark on our jewellery certifies the purity (karat) of the gold as tested by a licensed assaying and hallmarking centre.
• Each hallmarked piece carries the BIS logo, purity grade (e.g., 22K, 18K), Assay Centre mark, and a unique HUID (Hallmark Unique Identification) number.
• We provide full documentation including the purchase invoice specifying karat, weight, and stone details.
• Any dispute regarding gold purity must be raised within 30 days of purchase for our team to assist in independent verification.

7. Communication & Notification Consent

By submitting an enquiry form, registering as a customer, or providing your contact details to Palak Jewellers, you consent to receive communications from us and our authorised communication partner My Inbox Media ® through the following channels:

• SMS: Transactional and promotional messages regarding orders, offers, and updates.
• Email: Newsletters, order confirmations, promotional campaigns, and collection previews.
• OBD (Outbound Dialling): Automated voice messages for important promotions and event invitations.
• Google RCS: Rich communication messages with enhanced multimedia content.
• WhatsApp: Business communications including order updates, catalogue sharing, and customer support.
• Other Digital Platforms: Any future digital communication channels that may be used for promotional or service communication.

7.1 Opt-Out

You may opt out of marketing communications at any time by contacting us at info@palakjewellers.shop or by calling +91 73214 30098. Please note that transactional communications relating to your orders or legal obligations cannot be opted out of.

8. Intellectual Property

All content on this website, including but not limited to text, graphics, logos, images, product photos, design concepts, and digital content, is the intellectual property of Palak Jewellers and is protected under applicable Indian and international copyright laws.

• You may not reproduce, distribute, modify, or use any content from this website without our express written permission.
• The Palak Jewellers name, logo, and brand identity are our proprietary trademarks and may not be used without authorisation.
• Design concepts shared during custom jewellery consultations remain our intellectual property until a formal design agreement is executed.

9. Limitation of Liability

To the maximum extent permitted by applicable law, Palak Jewellers shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive damages arising from your use of our services.
• Loss or damage to jewellery left with us for repair, cleaning, or modification (reasonable care will be exercised, but liability is limited to the assessed value of the piece).
• Fluctuations in gold, diamond, or gemstone market values after purchase, which are beyond our control.
• Inaccuracies in product images or descriptions that do not materially affect the quality or purity of the jewellery.
• Delays in custom order delivery due to factors beyond our reasonable control including supply disruptions, labour issues, or natural events.

Our total liability in any matter arising out of or related to these Terms shall not exceed the purchase price of the product in question.

10. Dispute Resolution

We are committed to resolving any disputes or concerns in a fair and timely manner. If you have a complaint or dispute:

• Step 1 – Direct Resolution: Contact our customer service team at info@palakjewellers.shop or +91 73214 30098. Most issues can be resolved within 7 business days.
• Step 2 – Escalation: If unresolved, escalate in writing to our management team. We will endeavour to resolve within 21 days.
• Step 3 – Mediation: If the dispute remains unresolved, the parties agree to attempt resolution through a mutually agreed mediator before proceeding to litigation.
• Step 4 – Legal Action: As a last resort, disputes shall be subject to the exclusive jurisdiction of the courts of Surat, Gujarat, India.

11. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of India, including but not limited to the Indian Contract Act 1872, Consumer Protection Act 2019, Information Technology Act 2000, and BIS Act 2016. Any disputes shall be subject to the exclusive jurisdiction of the courts of Surat, Gujarat, India.

12. Modifications to Terms

Palak Jewellers reserves the right to modify, update, or revise these Terms and Conditions at any time without prior notice. Changes become effective immediately upon posting on our website. The date of the latest revision is displayed at the top of this document.

It is your responsibility to review these Terms periodically. Your continued use of our services following any modification constitutes your acceptance of the revised Terms. If you do not agree to the modified terms, you should discontinue use of our services.

13. Contact Us

If you have any questions about these Terms and Conditions, or wish to raise a concern or complaint, please contact us using the details below: