Return & Refund Policy
We at Modi Pearls understand that online shopping of jewellery can sometimes be worrisome and hence we have designed our return policy to ensure peace of mind of our customers.
24-Hour Return Window: Upon receiving the product delivery, you will be entitled to a 24-hour return window where if you want to return the product, you must contact us or drop a message via Phone or Email or WhatsApp. The return will be approved if a message request is dropped within return-window timeline, even if we couldn’t acknowledge it with a response within same day.
Return Pickup: Once your return request is registered our team will confirm if you want us to initiate a return pickup from your address or if you want to self-return the product. If we initiate a return pickup it will be picked up from your address within two working days and delivered to us within two weeks. Note: This decision will affect your refund amount.
Self-Returning of Product: If you plan to self-return the product, our team will share the store-address with you to help you to prepare for a return. You can share the tracking id or shipment details after you have dispatched the product.
Replacement: If you want to change your product with another product, our team will assist you in choosing another product and the new product will be dispatched immediately post-return and inspection of the previous product.
Refund: If you want to request a refund, a refund will be issued within three working days after we receive the product back to our store, during this time the product will undergo an inspection and once the inspection is approved the refund is initiated through an IMPS/UPI payment to help you to receive your money faster, we will try to initiate refunds asap from our end and in most cases the refunds are given almost immediately. (The inspection is a background process and your assistance will be requested only if our team determines a problem with the product returned to us, in such cases, your cooperation will be requested until we investigate the problem Eg: Missing Items In Return, Changed Items, etc) (Policy Updated Below: Please Check August 2020 Update)
Refund Amount: A convenience fee (convenience fee explained below) will be deducted from your overall amount in case of a return, if you self-return the product with your own resources, provided that the product is returned to us as-is in the same condition with all of the items shipped with the order, then there will be a reduction in this fee. If a problem is encountered with the returned product, then your cooperation will be requested to handle the anomaly, since all our shipments to and fro are completely insured, there is nothing to worry if the items were handed-over properly by you to our return-pickup associate, however if you plan to self-return the product then you will be responsible for the product’s safety until it reaches back to us. The exceptions and other issues will be handled on a case-by-case basis by our team. (Policy Updated Below: Please Check August 2020 Update) (Convenience Fee Explained Below)
Exclusions: Please note that in some cases the return policy will not be applicable. The exclusions are listed and explained below:
i) Customised Orders: If a customer has a requested customised order, which means an item which is not ordered from the website but communicated separately and specifically made as per the customer’s request and directions, then this return policy will not be applicable to such orders.
ii) Orders from Store: The return policy is designed to resolve the rare possibility of arising conflict of a customer’s expectation to the product’s website-view versus the real-life view. Items bought offline from the Modi Pearls Store are bought by consent with live-preview of the product, so the ideology behind this policy does not apply to the store-based purchases. Although the website and stores fall under the same ownership, the administration of website and store are distinct and managed separately. The products available on the store are distinct and in most cases not available on the website since the store and website’s inventory are also separately managed. For the given reasons, this return policy is not applicable to purchases made other than the website (modipearls.com).
August 2020 Update: Effective since 5th August 2020, all returns are subject to a “Return Fee” ranging from Rs.300 to Rs.1500* on orders valued upto Rs.15,000. For orders above Rs.15,000 a charge may increase and our customer support will confirm the charges to your personally over Email, Call or WhatsApp. This policy update decision has been taken after carefully considering several factors and the new world order set by COVID-19. Please contact if you need any further clarification on return policy, we request every visitor to understand our policies completely before placing an order with us.
Return Fee Explained
In our August 2020 Update we have introduced a “Return Fee” that is applicable on all orders and waived only case-by-case basis under extra-ordinary circumstances. This “Return Fee” is a combination of charges borne by us to fulfil your order, that are redacted from your refund amount. We have explained a breakup of these charges below to provide more transparency in these fees deducted during refund.
Forward Shipping: Modi Pearls provides free shipping on all orders within India with no minimum order value needed, however shipping isn’t free for Modi Pearls and we bear substantial shipping charges and only use express Air shipping option with top-tier courier services to ensure high quality customer experience, these charges are non-refundable to Modi Pearls by the courier and Modi Pearls bears these charges in advance of dispatching the parcel.
Package Handling: Handling of the courier packing is done by a team of professional packers that inspect every product in detail manually before dispatch, only using high quality packing and taping material to ensure the safety of the product during transit, these increases the order fulfilment cost significantly for Modi Pearls. The material and labour put into this isn’t refundable for Modi Pearls.
Volumetric Weight: The “Volumetric” weight of any shipment dispatched using Express Air services is as calculated as the standard weight of the shipment by the courier partners. Due to the premium boxes and jewellery cases used by Modi Pearls, the volumetric weight of the shipment increases the cost of shipping value to Modi Pearls.
Taxes: Every shipment that is dispatched complies with all applicable billing and taxes norms. Whether a shipment is retained or returned, the taxes are non-refundable.
Insurance: Every shipment that is dispatched is insured by the courier partner, this insurance protects Modi Pearls against any* kind of loss or damages, if done during transit of the shipment. This liability taken by the courier partner comes at a premium charge to Modi Pearls.
Cash on Delivery: Cash-on-Delivery (COD) is a convenient and popular option among buyers, this service is provided by courier companies at a premium charge and once a product that is ordered using Cash on Delivery option is delivered, all the COD Charges paid are non-refundable to Modi Pearls.
Bank MDR / Interchange Fee: Bank interchange fees otherwise known as Merchant Discount Rate (MDR) charges, is a charge applied to the merchants or sellers whenever a payment is made using any forms of prepaid payment such as Credit/Debit Card, Netbanking or UPI. This fee range range from 0.1% to 3% depending on the type of card or payment and it further attracts 18% service tax which is again borne by us to facilitate prepaid payments smoothly by the customers. In case of returns/refunds, these fees which are already deducted on every successful payments are non-refundable to us.
Reverse Shipping: Modi Pearls provides facilities doorstep pickup and reverse shipping services in case of return. For maximum convenience, the packing and labelling is automatically handled by the courier and only the product needs to be handed over to them. This reverse shipping service charge is generally more higher than the forward shipping charges due to the extra-measures taken by the courier partner for customer conveniences. This charges are borne every time if a shipment is subject to return.
Restocking: When a product is delivered to a customer, not liked by the customer and then returned back to Modi Pearls this ‘restocking’ process is applicable. Upon the delivery of the returned shipment, the product is opened under electronic surveillance by professionals to ensure that all products intended to be received back are present in the shipment. After this, the product undergoes detailed inspection for any kind of usage or damages done after delivery or during forward or reverse transit, then the product undergoes a series of refurbishment and sanitisation process before it can be finally restocked in the inventory. This process is applicable for all returns and comes at a cost to Modi Pearls.
While a return may simple, it above are some major costs that are incurred during a return. This section was an attempt to provide more transparency on the “Return Fee” that is applicable on return shipments.
Return Fee Calculation Explained
“Return Fee” ranging from Rs.300 to Rs.1500 on orders valued upto Rs.15,000. For orders above Rs.15,000 a charge may increase and our customer support will confirm the charges to your personally over Email, Call or WhatsApp. This fee is calculated based on several factors such as mode of payment, city of delivery, number of products in the order. For same city delivery, the return fee will be higher compared to another states. If a order has several products, then return fee will be calculated based on number of products in the order and the convenience fee mentioned will be applicable to per product of the order.
Upon initiating a refund, a refund will be issued within three working days after we receive the product back to our store, during this time the product will undergo an inspection and once the inspection is approved the refund is initiated through an IMPS/UPI payment to help you to receive your money faster, we will try to initiate refunds asap from our end and in most cases the refunds are given almost immediately. (The inspection is a background process and your assistance will be requested only if our team determines a problem with the product returned to us, in such cases, your cooperation will be requested until we investigate the problem Eg: Missing Items In Return, Changed Items, etc)
If the product received by the customer is not as described (or) does not reasonably match the website’s or app’s appearance (or) is damaged on arrival then Exchange policy is applicable.
Under the Exchange policy, Modi Pearls will arrange a pickup of the product from the customer’s registered address using any of the courier services, subject to the customer’s pincode being serviceable for pickup, and send the replacement of the product to the customer’s registered address.
Pincode Serviceability for Pickup: Modi Pearls is dependant on a range of courier services for picking up (reverse shipping) of the product and delivering any product to the customer, thus this service will only be provided to the customer if the pincode of the customer is serviceable by the courier partner of Modi Pearls. If the courier partner is not serviceable then the customer is reasonably expected to use any available and reliable courier partners to send back the product in subject to Modi Pearls address.
Shipping Returns: To return your product, you should mail your product to:
Name: Modi Pearls (Original)
Address: 22-5-92, Gulzar House, Charminar Road, Hyderabad, Telangana – 500002
If the product in subject is being shipped by customer then the customer can consider using a trackable shipping service or purchasing shipping insurance. Since the courier partner is being selected by the customer, Modi Pearls cannot guarantee that they will receive your returned item.
For any other questions or concerns related to returns and refunds from Modi Pearls, you can reach us out on our official email sales(at)modipearls(dot)com or message us on official WhatsApp +91 7780350340.