Customer Complaint & Dispute Resolution Policy
In the event of a disagreement or complaint between the buyer and Ratnagiri (hereinafter referred to as the “Company”), the matter shall be addressed in accordance with the Company’s terms and conditions communicated to the buyer at or prior to the time of purchase, the relevant purchase documentation, this Policy, and the applicable laws of India.
- Dispute
For the purpose of this Policy, a dispute shall mean a disagreement or complaint raised by the buyer in relation to the quantity, quality, purity, specifications, condition, workmanship, or conformity of the product with the order or the terms of purchase. The Company’s terms and conditions applicable to the purchase, including any specific terms communicated to the buyer in relation to the nature, use, return, exchange, or refund of any merchandise or service, shall form part of the terms governing the transaction. - Notification of Claim
In the event of a dispute, the buyer shall notify the Company as soon as reasonably practicable and, in any event, within 72 hours of receipt of the product, by email at ratnagirikolkata@gmail.com.
The 72-hour notification period is intended to enable the Company to promptly investigate and assess the condition and circumstances relating to the product.
Failure to notify the Company within this period may affect the Company’s inability to verify the condition of the product and the circumstances giving rise to the complaint. However, this provision shall not be construed as excluding or waiving any rights or remedies that cannot lawfully be excluded under applicable law. - Prerequisites to a Claim
A claim shall, to the extent applicable, contain the following:
The invoice number and/or order number and the date and time of delivery or receipt of the product;
A precise and accurate description of the nature of the complaint or dispute;
Photographs, videos, reports, or other relevant evidence supporting the claim, where applicable;
Details of any relevant circumstances surrounding the complaint; and Any further evidence and/or documents upon which the buyer may wish to rely.
The product in respect of which the claim is made shall be retained and made available to the Company for inspection or examination where reasonably required. - Astral Gemstones – Use, Return and Refund
Astral gemstones are selected and supplied for their intended astrological use and are subject to the specific terms and conditions communicated to the buyer prior to purchase both verbally and in written form.
Once an astral gemstone has been used, worn, mounted, installed, altered, treated, or otherwise handled in a manner that affects its original condition, it shall not be eligible for return or refund, subject to applicable law.
The buyer is responsible for reviewing and understanding the Company’s applicable terms and conditions concerning the use, return, exchange, and refund of astral gemstones prior to completing the purchase.
Where an astral gemstone has not been used or altered, any request for return, exchange, or refund shall be considered strictly in accordance with the Company’s applicable terms and conditions communicated at the time of purchase and applicable law.
Nothing in this section shall limit any statutory right or remedy that cannot lawfully be excluded. - Resolution Process
Upon receipt of a valid claim, the Company shall review the matter and may conduct an internal investigation, having regard to the information and evidence submitted by the buyer, the Company’s records, the applicable terms and conditions, the purchase documentation, and any other relevant information.
Where reasonably necessary, the Company may request additional documentation, photographs, physical inspection, testing, certification, or other information relevant to determining the claim.
The Company shall endeavour to complete its internal review and communicate its findings to the buyer within 10 working days, where reasonably practicable.
Where the nature of the claim reasonably requires additional time for examination, testing, verification, or consultation with a relevant expert or authority, the Company may notify the buyer accordingly. - Review
In the event that the buyer is not satisfied with the findings of the Company’s internal review, the buyer may request a further internal review by identifying the specific points of disagreement and/or providing additional information or evidence that the buyer considers
relevant.
The Company shall consider the request and communicate its response within a reasonable period, having regard to the nature and complexity of the matter.
The internal review process is intended to provide an opportunity for the Company and the buyer to resolve the matter directly and does not restrict any rights or remedies available to either party under applicable law. - Applicable Laws
This Policy shall be interpreted and administered in accordance with the applicable laws of India, including applicable consumer protection, sale of goods, hallmarking, and other laws and regulations applicable to the relevant transaction and product.
Nothing contained in this Policy shall be construed as excluding, restricting, or waiving any statutory right, remedy, protection, or entitlement available to a consumer that cannot lawfully be excluded or restricted. - General
The Company reserves the right to request reasonable information, documentation, and evidence necessary to assess a claim and to verify the circumstances giving rise to a complaint.
The Company’s internal complaint and review process is intended to facilitate the prompt and orderly resolution of customer complaints.
The Company’s terms and conditions communicated to the buyer prior to or at the time of purchase shall continue to apply to the transaction, including any specific terms relating to astral gemstones, their intended use, and their eligibility for return, exchange, or refund.
In the event of any conflict between this Policy and a mandatory requirement of applicable law, the applicable law shall prevail and should be in the jurisdiction of Calcutta High Court.
