Refund Policy – Golden Neck
At Golden Neck, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes a product may not meet your expectations. This Refund Policy outlines the conditions under which refunds are processed. Please read it carefully.
1. No Questions Asked Returns (for eligible products)
We offer a [e.g., 7-day] “No Questions Asked” return policy from the date of delivery for most products. This means you can return the product for a refund within this period, provided the following conditions are met:
- Original Condition: The item must be unused, unworn, unwashed, and in the exact condition you received it.
- Original Packaging: The product must be returned in its original packaging, including any protective films, covers, or boxes.
- Tags Intact: All original tags, labels, and seals must be attached to the product and completely intact. Products with removed or tampered tags will not be eligible for a refund.
- Proof of Purchase: A copy of the original invoice/bill must be included with the returned item.
Please Note: Due to hygiene reasons and the nature of imitation jewelry, certain items may be excluded from the “No Questions Asked” return policy. These exclusions will be clearly mentioned on the respective product pages.
2. Situations Eligible for Refund (Beyond No Questions Asked)
Refunds are primarily processed in the following specific scenarios:
- Damaged or Defective Product Received: * If you receive a product that is damaged during transit or has a manufacturing defect, you must notify us within 24-48 hours of delivery. * Crucial: You must provide clear photographic evidence of the damage/defect and the original packaging. Without sufficient evidence, we may not be able to process your claim. * Upon verification, we will offer you the option of a replacement (if available), a store credit, or a full refund. We will arrange for the reverse pick-up of the damaged/defective item.
- Incorrect Product Received: * If you receive a product that is different from what you ordered (e.g., wrong design, color, or item), you must notify us within 48 hours of delivery. * Please provide clear photographic evidence of the incorrect item received. * Upon verification, we will arrange for the reverse pick-up of the incorrect item and send you the correct product. If the correct product is unavailable, a full refund will be initiated.
- Product Not As Described (Major Variance): * While we strive for accuracy in product descriptions and images, slight variations may occur due to screen settings or photographic lighting. * However, if you believe there is a significant discrepancy between the product received and its description on our Site, you must notify us within 48 hours of delivery with supporting evidence (e.g., photos highlighting the variance). * All claims will be thoroughly investigated. If a major variance is confirmed, we will provide options for return, exchange, or refund based on the specific situation.
- Order Cancellation by Golden Neck: * In rare instances, Golden Neck may cancel your order due to product unavailability, technical issues, or other unforeseen circumstances. * In such cases, a full refund will be processed promptly for the entire amount paid.
3. Refund Process
- Initiating a Return/Refund Request: * To initiate a return or refund request, please contact our customer support team at contact@goldenneck.com or call us at 9820449530 within the stipulated timeframes mentioned above. * Please provide your Order ID, reason for return, and clear photographs/videos as applicable.
- Reverse Pick-up: * For eligible returns, we will arrange for a reverse pick-up from your delivery address. Please ensure the item is securely packed in its original packaging with all tags intact. * If reverse pick-up service is not available at your location, you may be required to ship the product back to us using a reliable courier service. In such cases, please share the tracking details, and we will reimburse reasonable shipping costs upon receipt and inspection of the product.
- Quality Check (QC): * Once the returned product reaches our warehouse, it will undergo a thorough Quality Check by our team. This process may take 2-3 business days. * The refund will be processed only after the returned product passes our quality inspection, ensuring it meets all the return conditions.
- Refund Timelines: * Upon successful Quality Check, the refund will be initiated. * For Prepaid Orders: Refunds will be credited to the original payment method (credit card, debit card, net banking, UPI, wallet) within 5-7 business days after the QC is passed. Please note that the actual credit to your account may take longer depending on your bank’s processing times. * For COD Orders: Refunds will be issued as store credit or via bank transfer (NEFT) to your provided bank account details. This process may take 7-10 business days after the QC is passed. We will require your bank account name, account number, IFSC code, and bank name for NEFT transfers.
4. Items Not Eligible for Refund/Return
- Products returned without their original tags intact or with tampered tags.
- Products that have been used, worn, washed, or altered.
- Products damaged due to misuse, improper care, or accidents by the customer.
- Returns initiated after the specified return period.
- Free gifts or promotional items.
- Any product with which a “No Return/No Exchange” policy is explicitly mentioned on its product page.
5. Cancellations
- Orders can be cancelled before they are dispatched from our warehouse. Please contact us immediately to request a cancellation.
- If your order has already been dispatched, it cannot be cancelled. You would then need to follow our return policy upon receiving the item.
- Refunds for cancelled prepaid orders will be processed within 3-5 business days.
6. Contact Us
If you have any questions or require assistance with your refund, please do not hesitate to contact us:
Golden Neck Contact Person: Roopa Sharma Email: contact@goldenneck.com Mobile: 9820449530 Address: 203/204, Om Shram Safalya Co. Op. Housing Society, B Wing, Prem Sagar, Near Triveni Nagar, Kurar Village, Malad East, Mumbai, Maharashtra-400097