Refunds & Returns Policy

At Touch925, we care deeply about your experience. If your silver Jewellery order doesn’t meet your expectations, our return and refund process is designed to be simple, secure, and customer-friendly.

Return Eligibility

Customers may return products within 15 days of delivery, provided that the items are unused, undamaged, and returned in their original packaging with all tags, labels, and certificates intact. Please note that this return policy is applicable only to purchases made directly through our official website: www.touch925.com. If your product was purchased from another platform/marketplace, the return policy of that platform will apply.

The product must be returned:

• In its original condition

• Unused and unworn

• Without alteration or damage

• With original packaging, certificates, tags, invoices, authenticity cards, and all accompanying materials intact

Akshay Tritiya Sale: Terms & Conditions

1. Exclusions & Eligibility

Please note that the Akshay Tritiya promotional offers, discounts, and coupon codes are applicable sitewide with the exception of the following collections:

• Gold Coins (all denominations)
• Silver Coins (all denominations)
• Coin Hampers (including multi-coin gift sets)

The aforementioned products are sold at standard prevailing market rates and do not qualify for sale-related incentives.

2. Returns and Exchanges

Due to the nature of the investment-grade products mentioned above, our standard return/exchange policy is modified as follows:

• Final Sale: All purchases from the Gold Coin, Silver Coin, and Coin Hamper collections are considered final.
• Exemption: These items are strictly exempt from return or exchange under the Akshay Tritiya Sale policy.
• Quality Assurance: This does not affect your rights in the unlikely event of a manufacturing defect or the receipt of an incorrect item, subject to our standard verification process.

Empty Packages or Missing Products

In the rare case that you receive an empty package or your order is missing a product, please notify our Customer Support team within 48 hours of delivery. To process your claim, we may request a 360-degree Unboxing Video that clearly shows the sealed package being opened. This video is essential to assess your claim fairly. Failure to provide adequate visual proof or visible tampering may result in claim rejection.

Unboxing Video Requirement

To ensure transparency in case of any dispute or missing item, we strongly recommend that you record a full video while unboxing your order. Make sure the video shows the intact seal before opening. This helps us resolve any issues swiftly and fairly.

Return Process

To initiate a return, you can raise a request through your Touch925 Account or contact our Customer Support team. Once your request is approved, a reverse pickup will be arranged. Please ensure you are available to hand over the product and attend any verification calls from our logistics partner. Missed calls or unavailability may lead to cancellation of the pickup and require rebooking, which could delay the return timeline.

If you return multiple products but some are missing during pickup, we reserve the right to deduct up to the full MRP of the missing item(s) from your refund. This includes promotional or free items, which must also be returned if the associated main product is returned.

Non-Returnable Items

Returns and exchanges are not applicable for:

• International orders
  
• Discounted items or products purchased during sales
  
• Items bought using discount coupons or promotional codes
  
• Touch925 Pure 999 Silver Coins Collection
  

Orders Placed Under No-Cost EMI

Products purchased using the No-Cost EMI payment option shall be eligible only for exchange and shall not be eligible for return or monetary refund, under any circumstances.

In the event of an exchange request for a No-Cost EMI order:

• If the newly selected product is of a higher value than the original product, the differential amount must be paid in full by the customer prior to confirmation and processing of the exchange.
• If the newly selected product is of a lower value than the original product, the differential amount shall be issued exclusively in the form of store credit. No cash refund, bank transfer, or reversal to the original mode of payment shall be processed.

Store credits, where issued, shall be governed by the Company’s store credit usage terms as applicable at the time of issuance.

Orders Placed Under COD

Orders placed using Cash on Delivery (COD) are eligible for return or exchange in accordance with the brand’s return and exchange policy.

In the event of a return for a COD order, the refund amount will be issued solely in the form of store credits.

Exceptions may be granted under unique circumstances, the determination of which shall be made solely at the discretion of the brand.

Shipping Charges

If the return is initiated by the customer for reasons other than product damage or defect, the shipping charges for return/exchange will be deducted from the total refundable amount.

Refund Duration

Once the returned product is received at our warehouse and successfully inspected (ensuring it is unused and in original condition), we will process your refund to the original payment method within 3-5 business days.

Replacement & Exchange Policy

Replacements or exchanges are available under the same conditions as returns. Once the original item has been received and verified, the replacement will be shipped. This is subject to stock availability and verification of the original return.

International Orders

• Cash on Delivery (COD) is not available for international shipments.
  
• Returns and exchanges are not applicable on international orders.
  

Order Cancellations & Verification

Touch925 reserves the right to cancel any order at any time without prior confirmation. We may also perform verbal or written verification of details such as address, product quantity, or phone number before shipping.

For additional legal information or clauses regarding limitations of liability, user conduct, or privacy rights, please refer to our Terms & Conditions.

If you need assistance or wish to raise a concern, contact our Customer Support at info@touch925.com or WhatsApp . We’re here to help.