Refund policy

 

At TGS LUXE, we take great care in packaging and delivering your jewellery. Every order is checked before dispatch. However, in the unlikely event that you receive a damaged, defective, or incorrect product, we are here to assist you.

1. Eligibility for Returns

Returns or replacements are accepted only in the following cases:

  • The product is received damaged or defective.
  • The wrong product has been delivered.
  • The product received is significantly different from what was ordered.

To be eligible for a return or replacement:

  • You must raise a return request within 3 days of receiving your order.
  • A clear, continuous unboxing video of the package is mandatory.
  • The video should clearly show the unopened package, shipping label, opening of the package, and the condition of the product.
  • The product must be unused and returned with its original packaging and tags, wherever applicable.

Returns without a valid unboxing video may not be accepted.

2. Non-Returnable Items

The following are non-returnable:

  • Products that have been used, worn, altered, damaged, or mishandled by the customer.
  • Products without their original packaging, where applicable.
  • Returns requested due to change of mind, personal preference, colour preference, or general dissatisfaction.
  • Orders where the customer selected an incorrect size.
  • Products damaged after delivery due to improper handling or use.

3. Return Request Process

To initiate a return or replacement, please contact us within 3 days of delivery.

Please share:

  1. Your order number
  2. Clear photographs of the product
  3. A continuous unboxing video showing the damage/issue
  4. A brief description of the issue

Our team will review the request and determine whether it qualifies under this policy.

4. Reverse Pickup

Once your return request is approved, we may arrange a reverse pickup through our logistics partner.

Reverse pickup generally takes 3–5 business days, depending on your location and courier availability.

Customers are requested to keep the product safely packed until the pickup is completed.

5. Replacement

Once the returned product is received and inspected:

  • A replacement of the same product may be provided, subject to availability.
  • If the same product is unavailable, TGS LUXE may offer an alternative product of equivalent value or store credit.

Replacement will be processed only after the returned product has been received and successfully verified.

6. Refunds & Store Credit

For an approved return where a replacement is not possible, the eligible amount may be provided as store credit or refund, depending on the circumstances of the case.

Refunds/store credits will generally be processed within 2–5 business days after the returned product has been received and inspected.

Shipping charges, if applicable, may be non-refundable unless the return is due to an error on the part of TGS LUXE.

7. Order Cancellation

Orders can be cancelled only before they are dispatched, subject to approval.

Once an order has been dispatched, it cannot be cancelled.

For eligible cancellations, TGS LUXE may issue a store coupon/store credit against the eligible order value, excluding shipping charges, depending on the payment and order status.

8. Incorrect Address / Refused Delivery

Please ensure that your shipping address, PIN code, email address, and contact number are entered correctly while placing your order.

If an order is returned due to an incorrect/incomplete address, refusal to accept the shipment, or repeated delivery failure, any additional shipping or re-shipping charges may be borne by the customer.

9. Important Note

TGS LUXE reserves the right to reject a return or replacement request if the product does not meet the eligibility requirements mentioned above or if the issue is determined to have occurred after delivery due to customer handling or usage.

All return and refund decisions will be made after verification of the product and supporting evidence.

10. Contact Us

For return, replacement, or refund assistance, please contact us:

📞 9799153076
📩 tgsluxe@gmail.com

TGS LUXE
Shine That Stays