RETURNS & REFUNDS POLICY

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Introduction

At GemShopify, we are committed to ensuring your complete satisfaction with your purchase. If you are not entirely satisfied with your lighting fixture or product, we offer a comprehensive Returns and Refunds Policy that prioritizes customer satisfaction while ensuring a fair process for all parties.

This policy is designed to comply with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and all applicable Indian consumer protection laws.

Company Information:

• Business Name: QUIKCYBER MALL PRIVATE LIMITED

• Address: Third Floor, Unit No. 317, RG Complex, Sector-9, Rohini, New Delhi, North West Delhi, Delhi, 110085, India

• Contact Number: 9211841788

• Email: info@gemshopify.com , quikcyber2@gmail.com

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1. RETURN ELIGIBILITY AND CONDITIONS

1.1 Return Window

Standard Return Period: You may request a return within 30 days from the date of delivery of your product. This return window applies to all eligible items.

Extended Return Period: For certain festive periods and special promotions, we may extend the return window to 45 days. Any extended return periods will be clearly communicated at the time of purchase.

Return Initiation: To be eligible for a return, you must initiate the return request within the specified timeframe. A return request initiated after the return window has closed may not be accepted, except in cases of defective or damaged products.

1.2 Returnable Products

The following lighting fixtures and products are eligible for return:

• Chandeliers and hanging lights (unused, undamaged)

• Pendant lights and ceiling fixtures (unused, undamaged)

• Wall sconces and accent lighting (unused, undamaged)

• Floor lamps and table lamps (unused, undamaged)

• Decorative and artistic lights (unused, undamaged)

• Track lights and architectural lighting (unused, undamaged)

• Smart lights and LED fixtures (unused, unopened)

• Outdoor lighting fixtures (unused, undamaged)

Note: All lighting fixtures are physical products and returnable if conditions mentioned below are met.

1.3 Non-Returnable Items

The following items are NOT eligible for returns under normal circumstances:

• Customized/Personalized Fixtures: Products manufactured to order or with custom specifications, engravings, or modifications

• Installed Products: Lighting fixtures that have been installed, mounted, or affixed to walls/ceilings

• Extensively Used Products: Items that show significant signs of use, wear, or damage

• Clearance/Final Sale Items: Products marked as “Final Sale” or “Clearance” at the time of purchase

• Missing Components: Products with missing parts, broken glass, or damaged electrical components that cannot be safely returned

• Opened Smart Lights: Smart lighting systems, LED strips, or smart bulbs with opened packaging (due to compatibility and testing concerns)

• Items Damaged by Customer: Products damaged due to customer mishandling, improper care, or negligence

• Items Without Proof of Purchase: Returns without valid invoice or order confirmation cannot be processed

Exception: If a non-returnable item is found to be defective or damaged during delivery, you may request a replacement or refund within 7 days of delivery. See Section 6 (Defective Products) for more details.

1.4 Condition Requirements for Returns

For your return to be accepted, products must meet the following conditions:

Physical Condition:

• Product must be unused and in perfect, undamaged condition

• All original packaging must be intact and undamaged

• Original boxes, protective wrapping, and padding must be present

• No signs of wear, scratches, or damage on the fixture

• All components, accessories, and documentation must be included

• For glass/crystal fixtures: No chips, cracks, or damage to any surfaces

• For electronic/smart fixtures: All wires, connectors, and components must be intact

Electrical/Functional Condition:

• Product has not been tested or turned on

• All electrical components are in working order

• No burnt-out bulbs or damaged wiring

• Smart fixtures have not been paired or programmed

• Original factory seals and stickers are unbroken

Documentation:

• Original proof of purchase (invoice or order confirmation email)

• Order number and transaction details

• Shipping receipt (if applicable)

Presentation:

• Item must be securely and safely packaged for return shipment

• Packaging must prevent damage during transit

• Return shipping must include tracking information

If your product does not meet these conditions, GemShopify reserves the right to:

• Refuse the return

• Issue a partial refund with deductions for damage or wear

• Charge a restocking fee (see Section 3)

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2. RETURN PROCESS

2.1 How to Initiate a Return

Step 1: Contact Our Customer Support

Within the 30-day return window, contact GemShopify customer support to initiate your return request:

• Email: info@gemshopify.com , quikcyber2@gmail.com

• Phone: 9211841788

• Online Form: Return request form will be sent to your email.

• WhatsApp: +91-9211841788

Required Information:

• Order number or invoice number

• Product name and SKU

• Reason for return

• Photos of the product (showing condition and packaging)

• Your preferred refund method

Step 2: Return Authorization

Once we receive your return request, our team will:

• Review your request within 2-3 business days

• Verify that the product meets return eligibility criteria

• Provide a Return Merchandise Authorization (RMA) number

• Send you detailed return instructions via email

Note: Do not return any items without an RMA number. Returns without authorization may not be processed.

2.2 Return Shipping

Who Pays for Return Shipping?

Free Return Shipping (We Cover Costs):

• Defective or damaged products

• Products with manufacturing defects

• Products that arrived damaged

• Incorrect items shipped

• Products that do not match website description

Prepaid Return Shipping (We Provide Label):

• Change of mind returns (customer requested)

• Product not suitable for customer’s needs

• We will provide a prepaid shipping label via email

Customer Pays for Return Shipping (In Rare Cases):

• Returns initiated more than 30 days after delivery

• Items returned without an RMA number

• Products showing signs of damage due to customer negligence

2.3 Return Shipment Guidelines

When returning a product, please follow these guidelines:

Packaging:

• Use sturdy boxes or padded shipping containers

• Wrap the product securely in bubble wrap or protective foam

• Include all original packaging if possible

• Pack carefully to prevent damage during transit

Shipping Address:
The return shipping address will be provided in your RMA email. Do not ship to our office address without explicit authorization.

Tracking:

• Always use a courier service with tracking capability

• Retain the tracking number for your records

• Do not send returns via standard post without tracking

• Keep the proof of return shipment until refund is confirmed

Timeframe:

• Ship the return within 7 days of receiving your RMA number

• Delays beyond 7 days may result in forfeiture of return rights

2.4 Inspection and Verification

Upon receiving your return, our team will:

1. Verify Receipt – Confirm receipt within 2 business days

2. Inspect Condition – Thoroughly examine the product for condition, completeness, and eligibility

3. Document Findings – Photograph and document the item’s condition

4. Assess Eligibility – Verify that return conditions are met

5. Communicate Status – Notify you of acceptance/rejection within 5 business days

If the returned product does not meet the stated condition requirements, we will inform you and may:

• Reject the return

• Offer a partial refund with deductions

• Provide options for alternative resolution

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3. REFUND PROCESSING

3.1 Refund Amount

Full Refund:

• Product price (as paid)

• Applicable GST

• Delivery charges (if original delivery was free for defective items)

Refund Deductions:
The following deductions may apply:

Special Cases:

• Defective Products: Full refund, no deductions

• Wrong Item Sent: Full refund, no deductions

• Damaged in Delivery: Full refund, no deductions

• Final Sale Items: No refund, exchange only

• Discounted Items: Refund at discounted price paid, not original price

3.2 Refund Methods

You can choose from the following refund methods:

1. Refund to Original Payment Method (Recommended)

• Processing Time: 7-10 business days after approval

• Details: Refund will be credited to the card/account used for purchase

• Bank Processing: Additional 2-3 business days may be required by your bank

• Timeframe: Total refund visible in account within 14 days

2. Store Credit

• Amount: Full refund amount (no deductions) as store credit

• Validity: Valid for 1 year from the date of credit

• Usage: Can be used for any purchase on GemShopify

• Advantage: Faster processing + Build customer loyalty

3. Bank Transfer

• Processing Time: 5-7 business days after approval

• Requirements: Valid bank account details

• Charges: Any bank transfer charges will be borne by customer

• Confirmation: Transfer confirmation will be sent via email

4. Cheque Payment (For returns above ₹50,000)

• Processing Time: 10-14 business days

• Details: Cheque will be mailed to registered address

• Payee: As per name on order

• Validity: Cheque valid for 6 months

3.3 Refund Timeline

Note: Processing times are estimates. Delays may occur due to courier services, bank processing, or product verification. We will keep you informed of any delays.

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4. EXCHANGES

4.1 Exchange Policy

Eligible for Exchange:

• Products within 30 days of delivery

• Products in returnable condition (unused, undamaged, original packaging)

• For same category fixtures (e.g., chandelier for chandelier)

• For different specifications of the same product

Exchange Options:

1. Exchange for Same Product – Different color, size, or variant

2. Exchange for Different Product – Any lighting fixture of equivalent or higher value

3. Upgrade Exchange – Pay difference for more expensive item

4. Downgrade Exchange – Receive store credit for price difference

4.2 Exchange Process

1. Contact customer support with exchange request

2. Provide reasons and preferred alternative product

3. Receive approval and RMA number

4. Ship original product with RMA number

5. Upon inspection approval, new product will be shipped

6. Free exchange shipping both ways for defective items

7. Standard return shipping applies for change of mind exchanges

Exchange Timeframe:

• New product shipped within 3-5 business days of original product receipt

• Expedited exchange available for premium customers

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5. SPECIAL CIRCUMSTANCES

5.1 Defective or Damaged Products

If your lighting fixture arrives defective or is damaged:

Damage During Delivery:

• Report within 24 hours of delivery

• Take photographs of damage and packaging

• Do not open or further handle the product

• Contact us immediately with photos and details

• We will arrange replacement or full refund

Manufacturing Defects:

• Products with electrical failures

• Broken components, cracks, or internal damage

• Non-functional smart features or connectivity issues

• Bulbs or LED systems not working

Reporting Defects:

• Report within 7 days of discovery

• Provide photo/video evidence of defect

• Describe the defect in detail

• Do not attempt repairs yourself

Resolution for Defects:

• Replacement: Free replacement product shipped immediately

• Refund: Full refund with free return shipping

• Repair: For repairable items, factory repair may be offered

• Compensation: Additional compensation for inconvenience in rare cases

Warranty Connection:
Returns due to defects are separate from warranty claims. See separate Warranty Policy for extended coverage options.

5.2 Wrong Item or Mismatch with Product Description

If you receive an incorrect item or the product doesn’t match the website description:

Actions:

1. Report immediately (within 24 hours if possible)

2. Provide photos showing mismatch

3. Do not use or modify the product

4. Receive replacement or full refund

5. Free return shipping will be provided

Processing:

• Replacement shipped within 2-3 business days

• Full refund processed within 7 business days

• Original item returned via free return label

5.3 Delivery-Related Issues

Late Delivery:

• If not delivered within promised timeframe, contact us

• We will attempt redelivery or issue full refund

• Extended return window may be offered for late deliveries

Missing Deliveries:

• If delivery shows as delivered but not received, report immediately

• We will file a claim with courier service

• Full refund or replacement will be provided

Address Corrections:

• Provide corrected address immediately upon notification

• Delivery will be rerouted if possible

• If redelivery not possible, treat as return

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6. CANCELLATION POLICY

6.1 Pre-Delivery Cancellation

Cancellation Window:
You may cancel your order before it is shipped from our warehouse.

Cancellation Process:

1. Contact us immediately at info@gemshopify.com ,  quikcyber2@gmail.com or 9211841788

2. Provide order number and reason for cancellation

3. We will confirm if order has already been dispatched

4. If not shipped, order will be cancelled and refund processed

Refund for Cancellation:

• Full refund of product price + delivery charges

• Processing time: 3-5 business days

• Refund to original payment method

Note: Customized or made-to-order items cannot be cancelled once production has begun.

6.2 Post-Delivery Cancellation

Post-delivery cancellation falls under the Returns Policy. Please refer to Section 1-5 of this policy for post-delivery cancellation/return procedures.

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7. CUSTOMER RESPONSIBILITIES

7.1 Do’s During Return Process

✓ DO:

• Initiate returns within 30 days of delivery

• Keep the product in original, undamaged condition

• Retain original packaging and components

• Get RMA number before shipping return

• Use tracked courier for return shipment

• Keep return tracking number and receipts

• Communicate any issues promptly

• Follow return instructions carefully

7.2 Don’ts During Return Process

✗ DON’T:

• Return items after 30-day window without authorization

• Open smart light packaging or pair with devices

• Install or mount products before initiating return

• Return damaged or used products without authorization

• Send returns without RMA number

• Use untracked shipping methods

• Ignore return instructions or communication

• Attempt to return non-returnable items

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8. CUSTOMER SATISFACTION GUARANTEE

8.1 100% Satisfaction Guarantee

GemShopify stands behind the quality of our lighting fixtures. If you are completely dissatisfied with your purchase for any reason, we are committed to making it right.

Our Promise:

• Quality fixtures sourced from trusted manufacturers

• Accurate product descriptions and images

• Secure and safe delivery

• Fair and transparent return process

• Responsive customer support

Your Assurance:

• Return within 30 days for full refund

• No questions asked for defective items

• Free return shipping for valid claims

• Quick refund processing

• Professional and courteous customer service

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9. DISPUTE RESOLUTION

9.1 Return-Related Disputes

If you have a dispute regarding a return or refund:

Step 1: Direct Communication

• Contact customer support with your concerns

• Provide order number and detailed explanation

• Submit any supporting evidence (photos, correspondence)

• Allow 3-5 business days for response

Step 2: Escalation

• If unresolved, request escalation to management

• Management will review and respond within 7 days

• Additional evidence may be requested

Step 3: Formal Grievance

• Submit written grievance to info@gemshopify.com ,  quikcyber2@gmail.com

• Reference previous communication and resolution attempts

• Provide all supporting documentation

• Expect response within 15 days

Step 4: External Resolution

• If internal resolution fails, dispute can be escalated to:

  • District Consumer Commission (for claims up to ₹1 crore)

  • State Consumer Commission (for claims ₹1 crore – ₹10 crore)

  • National Consumer Commission (for claims above ₹10 crore)

  • Online Dispute Resolution (ODR) through consumer complaint portals

9.2 Consumer Protection Rights

Under the Consumer Protection Act, 2019, you have the right to:

• Receive safe, defect-free products

• Get accurate product information

• Seek refunds for defective items

• File complaints with consumer commissions

• Seek compensation for damages

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10. EXCEPTIONS AND SPECIAL CASES

10.1 Clearance/Final Sale Items

Products marked as “Clearance” or “Final Sale” at time of purchase:

• No refunds

• Exchange only (if defective)

• Cannot be returned for change of mind

• Damaged items may be replaced

10.2 Customized/Made-to-Order Items

Custom lighting fixtures, personalized designs, or special orders:

• Non-returnable once ordered/production begun

• Exception: Return if product is defective or not as per specifications

• Customization Timeline: Must specify all details before order confirmation

10.3 Seasonal/Holiday Sales

Extended returns during festive periods:

• May extend return window to 45 days (communicated at checkout)

• All other return policies apply as normal

• Special offers/discounts apply to refund amount

10.4 Bulk/Corporate Orders

Large orders (10+ units) or wholesale purchases:

• Custom return terms may apply

• Discounts and bulk pricing subject to special agreement

• Contact sales team for bulk order policies

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11. POLICY UPDATES AND AMENDMENTS

GemShopify reserves the right to update this Returns & Refunds Policy periodically. Changes will be:

• Posted on our website with updated effective date

• Communicated via email to registered customers

• Displayed prominently on our homepage

Your continued use of GemShopify constitutes acceptance of any policy changes.

Returns initiated before policy updates will be processed under the previous policy terms.

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12. CONTACT INFORMATION

For all return, refund, and cancellation inquiries:

Customer Support Team:

• Email: info@gemshopify.com , quikcyber2@gmail.com

• Phone: 9211841788

• WhatsApp: +91-9211841788

• Address: Third Floor, Unit No. 317, RG Complex, Sector-9, Rohini, New Delhi, North West Delhi, Delhi, 110085, India

Business Hours: Monday to Friday, 9:00 AM – 6:00 PM IST
Response Time: 24 hours for emails, immediate for phone/WhatsApp

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13. COMPLIANCE WITH INDIAN LAW

This Returns & Refunds Policy complies with:

• Consumer Protection Act, 2019 – Consumer rights and remedies

• Consumer Protection (E-Commerce) Rules, 2020 – E-commerce specific regulations

• Information Technology Act, 2000 – E-commerce transaction guidelines

• Reserve Bank of India (RBI) Guidelines – Payment processing and refund timelines

GemShopify fully complies with all applicable consumer protection laws and regulations in India.

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14. GLOSSARY OF TERMS

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15. FINAL STATEMENT

At GemShopify, your satisfaction is our priority. We are committed to providing quality lighting fixtures and a fair, transparent return and refund process. If you have any concerns, questions, or need clarification on this policy, please don’t hesitate to contact us.

Thank you for choosing GemShopify for your home lighting needs!

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