Return & Refund Policy

This Return & Refund Policy governs the terms under which Pragatigem.com, owned and operated by Pragati Gem (“Company”, “we”, “our”, or “us”), processes returns, cancellations, replacements, and refunds in compliance with applicable Indian laws.

1. Legal Compliance

This policy is framed in accordance with:

Consumer Protection Act, 2019
Consumer Protection (E-Commerce) Rules, 2020

These laws require transparency, fair practices, and protection of consumer rights in online transactions.

2. Eligibility for Return

You may request a return or replacement under the following conditions:

Product is defective, damaged, or broken upon delivery
Product is incorrect or not as described
Product is expired or counterfeit
Product delivered beyond promised timeline

As per Indian law, sellers cannot refuse return/refund for defective or misrepresented goods.

3. Return Window

Returns must be requested within [7 days] from the date of delivery (customizable as per your business model)
Requests beyond this period may not be accepted unless required by law

4. Non-Returnable Items

Certain items may not be eligible for return, including:

Customized or made-to-order products
Perishable goods
Personal use items (if opened/used)
Digital/downloadable products

Note: These exclusions must be clearly disclosed to customers to remain legally valid.

5. Refund Policy

Refunds will be processed in the following cases:

a) Full Refund

Product is defective, damaged, or incorrect
Order is cancelled before dispatch
Product is not delivered

b) Partial Refund

Product returned in used condition (if applicable)
Missing parts or accessories

c) No Refund

Return request falls outside policy conditions
Product is damaged due to customer misuse

6. Refund Method & Timeline

Refunds will be processed to the original payment method
Timeline: 7–14 working days after approval

As per e-commerce rules, refunds must be issued within a reasonable time and cannot be unfairly delayed.

7. Cancellation Policy

Orders can be cancelled before dispatch for full refund
Once shipped, cancellation may not be possible, but return can be requested

8. Exchange Policy

Exchange is allowed only for defective or incorrect products
Subject to stock availability

9. Customer Responsibilities

To process a return, customers must:

Provide proof of purchase
Share images/videos of defective products (if required)
Ensure product is unused and in original packaging

10. No Unfair Trade Practices

We ensure that:

Our policies are transparent and clearly disclosed
No misleading terms are hidden from users
We comply with fair trade practices

Any refusal of valid refund may be considered an unfair trade practice under Indian law.

11. Grievance Redressal

In accordance with Indian law:

All complaints will be acknowledged within 48 hours
Resolved within 30 days

(As per Consumer Protection E-Commerce Rules, 2020)

12. Contact Information

For return, refund, or complaints:

Email: contact@pragatigem.com