Policies

Arnav Jewellery handles every online order subject to verification, availability and the terms set out below.

By placing an order through our website, the customer agrees to this policy together with the other Arnav policies applicable to the transaction.

1. Order Placement & Acceptance

Placing an order constitutes the customer's request to purchase the selected jewellery.

An automated order confirmation acknowledges receipt of the order. It does not, by itself, constitute final acceptance.

A ready-to-ship order is ordinarily accepted once Arnav has verified the order and confirmed it for fulfilment.

Before acceptance, Arnav may decline an order where reasonably necessary, including because of:

• product unavailability;
• incorrect pricing or product information;
• unsuccessful or unverified payment;
• incomplete customer verification;
• suspected fraud or unauthorised activity;
• technical or system errors;
• legal or regulatory restrictions; or
• another legitimate circumstance preventing fulfilment.

Where payment has already been received for an order declined before acceptance, the applicable amount will be returned through the original payment method, subject to payment-provider processing times.

Adding an item to a shopping bag does not reserve the piece, guarantee availability or secure the displayed price.

2. Availability & Verification

Arnav jewellery may be produced in limited quantities, and certain pieces may be unique or subject to limited availability.

Where a piece becomes unavailable before order acceptance, Arnav may:

• offer an alternative;
• communicate an updated availability position; or
• decline the affected order and return any payment received.

High-value or unusual transactions may be subject to additional customer, payment, billing or delivery verification.

Arnav may hold fulfilment until any reasonably requested verification is completed.

Where satisfactory verification cannot be completed, Arnav may decline the order.

The customer is responsible for providing accurate and complete information, including name, contact details, billing information and delivery address.

Arnav is not responsible for delays or additional costs caused by inaccurate information supplied by the customer.

3. Pricing & GST

Prices for domestic purchases in India are displayed inclusive of 3% GST, unless expressly stated otherwise.

Prices may change before an order is accepted in response to factors including:

• precious-metal prices;
• gemstone costs;
• production costs;
• currency movements; and
• other commercial inputs.

Once a correctly priced order has been accepted, a subsequent price movement will not alter that accepted price.

Likewise, a customer is not entitled to a retrospective adjustment because:

• a product is later reduced in price;
• a promotion begins after purchase;
• a different promotional code becomes available; or
• market prices subsequently change.

4. Pricing Errors

Arnav takes reasonable care to maintain accurate pricing.

Where a genuine typographical, technical, system or administrative pricing error occurs, Arnav is not required to fulfil an order at the erroneous price.

Where the error is identified before acceptance, Arnav may:

• decline the order and return any payment received; or
• invite the customer to proceed at the corrected price.

5. Price Upon Request

Certain jewellery may be offered on a Price Upon Request basis.

Unless otherwise stated in writing, a quotation is valid for 24 hours from the time it is issued.

After expiry, the price is no longer guaranteed and may be revised according to:

• current precious-metal prices;
• gemstone prices;
• availability;
• specifications; and
• other relevant commercial factors.

A quotation applies only to the specifications stated in it.

Any requested alteration to size, material, gemstone, design or other specification may require a revised quotation.

6. Payments

Online payments may be made using:

• UPI; and
• net banking,

with online payments processed through Razorpay.

Arnav does not currently offer:

• Cash on Delivery; or
• online EMI payment plans.

Unless expressly agreed otherwise, full payment is required for an online order.

A debit, authorisation or pending transaction appearing in the customer's account does not itself establish:

• successful receipt of funds by Arnav; or
• acceptance of the order.

Where payment is unsuccessful, interrupted or cannot be verified, the order may remain incomplete or be declined. Banks, payment networks and payment-service providers operate independently. Arnav is not responsible for delays, declined transactions, temporary authorisation holds or other issues arising solely within those third-party systems.

Refunds payable by Arnav will ordinarily be initiated through the original payment method unless another method is required or expressly agreed.

7. Ready-to-Ship Order Cancellations

A customer may request cancellation of a ready-to-ship order before dispatch.

Where an accepted order is cancelled by the customer before dispatch, a 3% cancellation and payment-processing charge will be deducted from the total order value.

The remaining amount will be returned through the applicable payment channel.

The charge applies to voluntary customer cancellations and reflects, in part, the payment-processing, administrative and transaction costs associated with reversing an accepted transaction.

Once an order has been dispatched, it cannot be cancelled.

Any subsequent request will instead be governed by the applicable Returns, Exchanges & Refunds Policy.

Where Arnav itself cancels an already accepted order, the transaction will be dealt with in accordance with applicable law.

8. Made-to-Order Cancellations

A cancellation request for Made-to-Order jewellery may be considered only before production begins.

Where cancellation is approved before production begins, the 3% cancellation and payment-processing charge applies.

Once production has commenced, the order cannot be cancelled except where a non-excludable legal right applies.

Bespoke Commissions and Heirloom Revitalisation are governed separately by the Bespoke, Made-to-Order & Heirloom Policy.

9. Order Amendments

Requests to change:

• size;
• quantity;
• item;
• delivery address;
• billing information; or
• another order detail

will be accommodated only where operationally possible.

Submitting a request does not guarantee that the change can be made.

A requested change may also require further verification.

10. Offers, Promotions & Promotional Codes

Promotional codes must be valid and applied at the time of purchase.

Promotional codes, promotional discounts and other discount benefits cannot be combined.

Only one eligible promotional or discount benefit may apply to a transaction unless Arnav expressly states otherwise in writing.

Promotions cannot be applied retrospectively.

Arnav is not required to:

• apply a forgotten code after checkout;
• honour an expired promotion;
• match a later promotional price; or
• combine multiple offers.

Certain jewellery, services or categories may be excluded from particular promotions.

Arnav may correct, suspend or withdraw a promotion before an eligible order is accepted where there has been a genuine pricing, technical or promotional error or misuse.

Where the Arnav Member programme provides a discount, coupon or promotional benefit, that benefit remains subject to this non-stacking rule.

11. International Orders

Arnav accepts international orders to supported destinations.

International orders may be subject to:

• destination-specific shipping charges;
• customs duties;
• import taxes;
• verification requirements;
• customs clearance; and
• other destination-specific requirements.

The applicable Shipping & Delivery Policy governs those matters.

12. Applicable Rights

Arnav reserves all rights available under applicable law.

Nothing in this policy excludes or restricts a consumer right that cannot lawfully be excluded.

Back to top

Arnav uses specialist high-value logistics arrangements for the transportation of jewellery.

This policy governs dispatch, delivery, logistics responsibilities and the evidence required where a shipment issue is alleged.

1. Processing & Dispatch

Ready-to-ship jewellery is ordinarily dispatched within 3 business days after:

• order acceptance;
• successful payment; and
• completion of any required verification.

For this policy, Monday through Saturday are business days. Sundays and applicable public holidays are excluded.

Dispatch may take longer where:

• additional verification is required;
• unusually high order volumes occur;
• operational disruption affects fulfilment; or
• circumstances outside Arnav's reasonable control intervene.

A dispatch estimate is not a guaranteed delivery date.

2. Domestic Delivery

Following dispatch, domestic delivery is ordinarily expected within up to 10 business days.

This period begins once the shipment has been handed to the logistics provider and recorded as dispatched.

Actual delivery may vary according to:

• destination;
• serviceability;
• security requirements;
• courier operations;
• weather;
• transport conditions; and
• other circumstances outside Arnav's reasonable control.

Any applicable shipping charge will be displayed or communicated before the order is completed.

3. Sequel as Logistics Provider

Arnav currently uses Sequel as its specialist logistics provider for high-value jewellery consignments.

Once a shipment has been formally handed over to Sequel, Sequel assumes physical custody and operational control of that consignment within its logistics network.

Arnav does not operate or control:

• Sequel's transportation network;
• routes;
• personnel;
• scheduling;
• delivery systems;
• security processes;
• insurance investigation;
• claims handling; or
• internal operational procedures.

To the maximum extent permitted by law, Arnav is not responsible for a transit incident arising solely from the independent act or omission of Sequel or another authorised logistics provider within its network.

Where an issue occurs, Arnav may nevertheless assist the customer by:

• liaising with Sequel;
• supplying relevant transaction information; and
• facilitating the applicable investigation.

Any carrier or transit-insurance claim remains subject to the applicable carrier or insurer's:

• terms;
• evidence requirements;
• exclusions;
• limits;
• investigation; and
• settlement process.

Arnav does not guarantee the outcome, amount or timing of an independent carrier or insurance claim.

4. Secure Delivery

High-value deliveries may require:

• OTP verification;
• signature;
• proof of identity;
• address verification; or
• another secure-delivery procedure.

Customers must not share a delivery OTP until the parcel is physically available for handover.

Where an authorised person at the stated delivery address completes the required delivery procedure, the shipment may be treated as delivered.

The customer must provide an accurate, complete and secure delivery address.

5. Address Changes

A request to change a delivery address may be considered before dispatch but cannot be guaranteed.

Once a shipment has been dispatched, Arnav may be unable to redirect it.

Additional verification may be required before an address change is approved.

6. Failed Deliveries & Re-Shipping

Where delivery fails because:

• the customer supplied an incorrect or incomplete address;
• the customer or recipient was unavailable;
• required OTP or identity verification could not be completed;
• the customer refused delivery without a valid shipment issue; or
• another circumstance attributable to the customer prevented delivery,

the customer is responsible for the actual:

• return-to-origin charges;
• re-shipping charges; and
• additional logistics charges

arising from that failed delivery.

Re-delivery costs must be settled before the shipment is sent again.

Refusing delivery does not constitute cancellation of an order.

7. Mandatory Unboxing Video

A continuous and unedited unboxing video is mandatory for any claim that the contents of a delivered shipment were:

• damaged;
• defective on arrival;
• incorrect;
• incomplete;
• tampered with; or
• otherwise materially compromised at the time of delivery.

The video must begin before the outer package or security seal is opened.

It must clearly show:

• the shipping label;
• the unopened parcel;
• the external condition of the package;
• the security seals;
• the complete opening process;
• all internal packaging;
• all jewellery and documentation received; and
• the issue being alleged.

The recording must be continuous and unedited.

The following will not ordinarily establish a condition-on-arrival claim:

• photographs alone;
• a recording made after the parcel has already been opened;
• an edited recording;
• an incomplete recording;
• a recording that does not show the sealed parcel; or
• a recording that does not establish the alleged issue at first opening.

Once an issue is identified, the jewellery must not be:

• worn;
• cleaned;
• altered;
• resized;
• repaired; or
• otherwise used.

8. 24-Hour Reporting Window

A claim concerning:

• delivery damage;
• apparent manufacturing defect at delivery;
• missing contents;
• incorrect contents;
• tampering; or
• another discrepancy apparent upon opening

must be reported to Arnav within 24 hours of Sequel recording delivery.

The customer must provide:

• order details;
• the complete unboxing video;
• a description of the issue; and
• any additional evidence reasonably requested.

All packaging, seals, jewellery boxes, certificates and documents must be retained while the matter is investigated.

A report within 24 hours does not automatically establish liability or entitlement to a remedy.

9. Marked Delivered but Not Received

Where Sequel records the parcel as delivered but the customer states that it was not received, the customer must notify Arnav within 24 hours of the recorded delivery time.

An unboxing video is not required where the parcel itself was never received.

Arnav may assist in referring the matter to Sequel.

The customer must cooperate with any reasonable investigation, including providing:

• identity information;
• delivery-address confirmation;
• statements;
• security information; and
• other documentation requested by the carrier or insurer.

Secure-delivery evidence such as OTP, signature, identity verification and carrier proof of delivery may be considered when assessing the claim.

10. Visible Tampering

Where a parcel is visibly open, seriously damaged or appears materially tampered with before acceptance, the customer should, where reasonably possible:

• refuse the parcel; and
• immediately contact Arnav.

If the parcel is accepted, the mandatory unboxing-video requirement remains applicable.

11. Transit Cover & Claims Arnav ships jewellery using specialist high-value logistics arrangements.

Any transit cover applying to a particular consignment remains subject to the applicable logistics and insurance terms.

Transit protection does not amount to an unconditional guarantee of replacement or reimbursement in every circumstance.

The customer must cooperate with all reasonable evidence requirements.

12. Change of Mind

A customer's:

• change of mind;
• change of personal circumstances;
• changed event plans;
• preference for another piece; or
• decision that the jewellery is no longer wanted

does not constitute transit damage or a delivery defect.

Returns, exchanges and Arnav Member benefits are governed by the applicable separate policies.

13. Made-to-Order, Bespoke & Heirloom Jewellery

Made-to-Order jewellery is subject to the production timeline stated for the individual order.

Bespoke Commissions and Heirloom Revitalisation typically require approximately 6 to 8 weeks, subject to their applicable terms, complexity, approvals and materials.

The delivery timeline under this policy begins only after production has been completed and the piece has been released for dispatch.

14. International Shipping

International delivery is subject to:

• service availability;
• destination-country requirements;
• customs;
• import rules;
• security procedures; and
• applicable verification.

International delivery times may differ from domestic timelines. Unless expressly stated otherwise, destination-country:

• customs duties;
• import taxes;
• brokerage fees;
• local levies; and
• clearance charges

are the responsibility of the recipient.

15. Circumstances Beyond Arnav's Control

Delivery may be affected by events including:

• extreme weather;
• natural disaster;
• civil disturbance;
• governmental action;
• customs interruption;
• transport disruption;
• strikes; or
• other circumstances outside Arnav's reasonable control.

Arnav may assist with communication and tracking but does not guarantee a particular courier outcome.

Nothing in this policy excludes a right that cannot lawfully be excluded.

Back to top

Arnav does not operate a general change-of-mind returns programme.

Fine jewellery is not supplied on a trial, rental or wear-and-return basis.

This policy governs ordinary online-sale claims. Separate voluntary exchange and buyback benefits available to eligible Arnav Members are governed by the Arnav Member Policy.

1. When a Claim May Be Considered

A claim may be considered where:

• a verified manufacturing defect existed at delivery;
• Arnav supplied an incorrect product;
• the product is materially different from the product ordered or expressly represented;
• the shipment was materially damaged or compromised during transit; or
• applicable law requires another remedy.

All claims remain subject to inspection, evidence and verification.

Submitting a claim does not constitute approval.

2. No General Change-of-Mind Return

Except for an express Member benefit or another written exception authorised by Arnav, returns, refunds and exchanges are not available because:

• the customer changed their mind;
• the jewellery is no longer required;
• the jewellery is not to the customer's liking;
• the customer prefers another design or style;
• an event has changed or been cancelled;
• the customer selected an incorrect size;
• the customer later finds an alternative product;
• a later promotion becomes available; or
• the jewellery was worn and the customer subsequently decides not to keep it.

Personal preference is not a manufacturing defect.

Sizing, product measurements and related product characteristics are additionally governed by the Product, Materials, Sizing & Authenticity Policy.

3. Arnav Member Exception

Eligible Arnav Members may have separate rights under the Member programme, including:

• qualifying gold-jewellery buyback; and
• qualifying silver-jewellery exchange.

These are voluntary Member programme benefits and are not ordinary returns, statutory refunds or general exchange rights.

They apply only where all conditions of the Arnav Member Policy are satisfied.

In particular:

• silver Member exchange may permit a qualifying change-of-mind exchange within its stated period; and
• gold Member buyback is governed by its own valuation and authentication process.

Nothing in the Member programme converts Arnav's ordinary sales policy into a general return policy.

4. Mandatory Unboxing Video

For any allegation that jewellery arrived:

• damaged;
• defective;
• incorrect;
• incomplete; or
• materially compromised,

a continuous and unedited unboxing video is mandatory for Arnav's condition-on-arrival claims process.

The requirements in the Shipping & Delivery Policy apply in full.

The video must establish the condition of the sealed parcel and jewellery at first opening.

A photograph or later recording will not ordinarily be accepted as equivalent evidence.

5. 24-Hour Reporting Requirement

Any condition-on-arrival claim must be reported within 24 hours of Sequel recording delivery.

The customer must provide:

• order number;
• purchaser details;
• description of the issue;
• complete unboxing video; and
• any additional evidence reasonably requested.

The jewellery must not be worn or altered after the issue is discovered.

6. Jewellery That Has Been Worn

Except where applicable law requires otherwise, jewellery that has been worn or used is not eligible for an ordinary condition-on-arrival return or exchange.

Evidence of use may include:

• scratches;
• surface marks;
• dents;
• bending;
• stretching;
• residue;
• cosmetics;
• perfume;
• altered finish; or
• other indications of wear.

A customer may not wear jewellery to an event or occasion and subsequently present it as an unused return.

7. Return Authorisation

No jewellery may be returned without prior written authorisation from Arnav Client Services.

Where Arnav authorises a return for inspection, the customer must follow the:

• return method;
• packaging instructions;
• logistics instructions; and
• timeframe

communicated in that authorisation.

An unauthorised return may be refused and returned to the sender at the sender's cost.

8. Return Shipping

Unless Arnav expressly agrees otherwise:

• customer-requested or discretionary return costs are borne by the customer;
• the instructed or approved high-value shipping method must be used; and
• responsibility remains with the customer until the authorised return is successfully received by Arnav where the customer arranges transportation.

Where applicable law requires Arnav to bear a particular cost, that legal requirement will apply.

9. Condition of Returned Jewellery

An authorised return must be received in the same condition in which it was received, subject only to the issue forming the basis of the claim.

The piece must be:

• unworn;
• unused;
• unaltered;
• unmodified;
• free of new damage;
• returned with original packaging;
• accompanied by all relevant documents and certificates; and
• accompanied by accessories and complimentary items supplied with it.

Product identifiers, hallmarks, security tags, serial information and seals must remain intact where applicable.

Arnav may photograph or record the opening and inspection of a return.

10. Inspection & Assessment

Receipt of a returned item does not mean that the claim has been accepted.

Arnav may assess:

• the returned jewellery;
• the unboxing video;
• pre-dispatch records;
• product specifications;
• photographs;
• delivery information;
• packaging;
• evidence of wear;
• evidence of alteration;
• workshop findings; and
• information supplied by Sequel or another relevant service provider.

Specialist assessment may be obtained where appropriate.

The remedy, if any, will be determined after assessment.

11. What Is Not a Manufacturing Defect

Unless inconsistent with the express product description, the following are not automatically defects:

• natural gemstone inclusions;
• natural colour variation;
• natural internal gemstone characteristics;
• reasonable handcrafted variation;
• minor weight or dimensional variation;
• variations in hand-finishing;
• ordinary surface ageing; and
• differences caused by lighting or display settings.

Further information concerning natural materials, handcrafted characteristics, gemstone variation, product measurements and sizing is contained in the Product, Materials, Sizing & Authenticity Policy.

Damage caused after delivery through:

• impact;
• misuse;
• improper storage;
• chemicals;
• cosmetics;
• third-party alteration;
• inappropriate cleaning; or
• normal wear

is not a delivery-condition defect.

12. Final-Sale & Specially Produced Jewellery

Except where a non-excludable right applies, the following are not eligible for discretionary returns or exchanges:

• sale merchandise;
• promotional purchases;
• Made-to-Order jewellery;
• resized jewellery;
• altered jewellery;
• engraved jewellery;
• personalised jewellery;
• specially sourced jewellery;
• Bespoke Commissions; and
• Heirloom Revitalisation work.

13. Transit Damage

Where the alleged issue arose while the shipment was in Sequel's custody, the matter is additionally subject to the Shipping & Delivery Policy and any applicable carrier or insurance investigation.

Arnav may assist with the carrier process but does not control an independent carrier or insurer's final determination.

14. Approved Exchanges & Replacements

An ordinary exchange or replacement is available only where expressly approved after assessment of a qualifying claim.

An approved exchange does not create a general right to select a different product for personal preference.

Where Arnav voluntarily allows a different product to be selected and it has a higher value, the customer must pay the difference.

A discretionary exception on one occasion does not create a continuing right.

15. Refunds

Where a monetary refund is required or approved, it will be based on the amount actually paid for the affected item after applicable discounts or adjustments.

The customer is not entitled to:

• current market value;
• later retail value;
• subsequent gold appreciation;
• subsequent gemstone appreciation; or
• another amount above the legally refundable value of the original transaction.

Where Arnav makes a voluntary goodwill exception and no monetary refund entitlement exists, Arnav may instead choose to provide:

• exchange;
• replacement;
• credit note; or
• another appropriate solution.

A goodwill exception does not create a precedent.

16. Abuse of the Claims Process

Arnav may reject a claim where the evidence reasonably indicates:

• jewellery was worn before the alleged issue was raised;
• damage occurred after delivery;
• the piece was altered or repaired;
• the product was intentionally damaged;
• an item or component was substituted;
• evidence was falsified, manipulated or misleading;
• material information was withheld; or
• the claims process is being abused.

Arnav may restrict future online transactions where repeated misuse is reasonably established.

Nothing in this policy restricts any right or remedy that cannot lawfully be excluded.

Back to top

Arnav jewellery is created using precious materials, gemstones and specialist craftsmanship.

This policy explains how Arnav treats product information, natural and handcrafted variation, measurements, sizing, product documentation and authenticity.

It operates together with the other Arnav customer policies applicable to the relevant transaction.

1. Product Information

Arnav takes reasonable care to present product information accurately.

Depending on the piece, product information may include:

• metal type and purity;
• gemstone type and weight;
• product dimensions;
• jewellery size;
• finish;
• design details; and
• other relevant specifications.

The specifications expressly stated on the applicable product page, invoice, order documentation or approved commission documentation apply to the transaction.

A characteristic that has not been expressly stated should not be assumed to form part of the product specification.

2. Photography & Product Appearance

Jewellery photography may be enlarged to show detail.

The appearance of jewellery may vary because of:

• lighting;
• photography;
• screens and display settings;
• natural materials; and
• hand craftsmanship.

Customers should therefore rely on stated measurements and specifications rather than estimating size, scale or exact colour solely from photographs.

Nothing in this section permits Arnav to supply a piece materially different from what was expressly represented or agreed.

3. Handcrafted & Natural Variation

Arnav jewellery may involve substantial hand craftsmanship and natural materials.

Reasonable variation may therefore occur in characteristics such as:

• hand-finishing;
• dimensions;
• weight;
• surface detail;
• gemstone appearance;
• colour;
• texture; and
• other individually crafted characteristics.

Natural gemstones may also contain inclusions, internal characteristics and variations in colour, tone, transparency or pattern.

Such reasonable handcrafted or natural variation is not, by itself, a manufacturing defect.

Whether a particular issue constitutes a qualifying defect is governed by the Returns, Exchanges & Refunds Policy and the Warranty, Repairs, Care & After-Sales Policy.

4. Precious Metals & Gemstones

The metal, purity and gemstone description expressly stated for the individual piece form part of its product specification.

Customers should not infer purity, composition, gemstone identity or other material characteristics from colour or visual appearance alone.

Where multiple natural gemstones are used within a piece, Arnav may select them to work together aesthetically. Natural stones should not be expected to be perfectly identical unless a particular characteristic has expressly been agreed.

5. Weight & Dimensions

Finished jewellery may show minor reasonable differences in weight or dimensions because of:

• hand craftsmanship;
• final finishing;
• gemstone variation;
• sizing; and
• the individual construction of the piece.

Minor reasonable weight or dimensional variation is not automatically a defect.

Where product-specific Arnav documentation records the final specification of an individual piece, that documentation will be relevant in assessing its specifications.

6. Jewellery Sizing

The customer is responsible for selecting the correct size where a size selection is required.

Fit may vary according to factors including the:

• design;
• width;
• profile;
• construction; and
• intended manner of wear.

Where a customer is uncertain about sizing, Arnav recommends seeking sizing guidance before placing the order or before Made-to-Order, personalised or Bespoke production begins.

An incorrect size selected by the customer is not, by itself, a manufacturing defect.

Not every piece can safely be resized. Resizing and alteration requests are governed by the Warranty, Repairs, Care & After-Sales Policy.

7. Bespoke & Made-to-Order Specifications

For Made-to-Order jewellery, the specifications confirmed for the individual order apply.

For Bespoke Commissions and Heirloom Revitalisation, the client is responsible for reviewing and approving relevant measurements, dimensions, gemstone selections, engraving and other specifications before production or transformation proceeds.

Those services remain governed by the Bespoke, Made-to-Order & Heirloom Policy.

8. Certificates & Product Documentation

Depending on the individual piece, Arnav may supply product documentation such as:

• an invoice;
• order or commission documentation;
• a certificate or laboratory report;
• product identifiers; or
• other relevant records.

Where a certificate or independent laboratory report is supplied for a particular gemstone or piece, the information contained in that document applies to the item identified in it.

Customers should not assume that an independent certificate or laboratory report accompanies a product unless this has been expressly stated or supplied.

Customers should retain documentation provided with their jewellery.

9. Authenticity & Product Identification

Arnav may assess jewellery for authenticity where reasonably required for:

• after-sales service;
• returns assessment;
• repair;
• Arnav Member benefits; or
• another legitimate Arnav service.

Authentication may take into account:

• the physical jewellery;
• materials and construction;
• workmanship;
• gemstones;
• hallmarks or identifying marks, where applicable;
• product documentation;
• transaction records;
• alteration history; and
• specialist assessment.

Physical inspection may be required. Photographs alone may not be sufficient for a definitive authentication assessment.

The presence of a mark, stamp or other identifier is not necessarily the sole basis on which authenticity will be determined.

10. Third-Party Alteration

Customers should obtain Arnav's assessment before allowing another party to resize, repair, reset, solder, polish, replate, dismantle or otherwise materially alter Arnav jewellery.

Third-party work may change or affect:

• dimensions;
• weight;
• structure;
• gemstone settings;
• finish;
• identifying features; and
• Arnav's ability to authenticate or assess the original piece.

Where third-party alteration prevents reliable assessment, Arnav may decline a voluntary service or benefit requiring successful authentication.

The consequences of third-party work for manufacturing claims, repairs and Arnav Member benefits remain governed by the applicable separate policy.

11. Relationship With Other Arnav Policies

This policy governs general product information, materials, sizing, documentation and authenticity.

More specific matters remain governed by the relevant Arnav policy, including:

• returns, exchanges and condition-on-arrival claims under the Returns, Exchanges & Refunds Policy;
• manufacturing concerns, resizing, repairs and care under the Warranty, Repairs, Care & After-Sales Policy;
• Bespoke, Made-to-Order and Heirloom specifications under the Bespoke, Made-to-Order & Heirloom Policy;
• Member authentication, buyback and exchange benefits under the Arnav Member Policy; and
• pricing, payment and order amendments under the Orders, Pricing & Payments Policy.

Where another Arnav policy specifically governs a matter, its specific provisions apply to that matter.

12. Applicable Rights

Nothing in this policy excludes or restricts a right or remedy that applicable law does not permit Arnav to exclude or restrict.

Back to top

Arnav assesses after-sales concerns according to the individual jewellery piece, its condition and the cause of the issue.

Arnav does not provide a general fixed-duration product warranty merely by virtue of a purchase.

This policy distinguishes manufacturing concerns from normal wear, accidental damage, Member care benefits and paid after-sales work.

1. Manufacturing Concerns

A manufacturing concern may include, where verified by Arnav:

• structural failure directly attributable to original manufacture;
• workmanship failure in a clasp, joint, solder point or fastening;
• a setting issue directly attributable to original workmanship; or
• another verified issue originating from manufacture.

The existence of breakage, damage or stone loss does not itself establish a manufacturing defect.

Every concern is assessed individually.

2. Matters Not Ordinarily Treated as Manufacturing Defects

Unless Arnav determines otherwise following assessment, manufacturing defects do not include:

• ordinary wear;
• scratches;
• scuffs;
• surface marks;
• dents;
• bending;
• crushing;
• deformation;
• stretching;
• impact damage;
• snagging or pulling;
• gradual metal wear;
• gemstone scratching, chipping or cracking;
• plating wear;
• tarnish;
• patina;
• chemical damage;
• cosmetic or perfume exposure;
• chlorine or salt-water damage;
• inappropriate cleaning;
• incorrect storage;
• incorrect sizing selected by the customer;
• third-party alteration;
• natural gemstone variation; or
• damage caused by continued use after a problem becomes apparent.

Product characteristics, natural material and gemstone variation, measurements and sizing are further described in the Product, Materials, Sizing & Authenticity Policy.

3. Stone Loss

The loss of a gemstone does not automatically establish defective workmanship.

Where a stone becomes loose, the jewellery should no longer be worn.

Arnav may assess the:

• remaining setting;
• surrounding metal;
• evidence of wear;
• evidence of impact;
• deformation; and
• overall condition

to determine, where reasonably possible, the likely cause.

Where the loss results from normal wear, impact or another excluded cause, any repair or replacement may be chargeable.

An exact replacement natural gemstone cannot always be guaranteed.

4. Third-Party Work

Arnav is not responsible for damage caused by third-party:

• repair;
• resizing;
• resetting;
• soldering;
• polishing;
• replating;
• modification; or
• other alteration.

Where another party has worked on the piece, Arnav may decline a manufacturing claim relating to the affected area.

Arnav may also decline further work where third-party intervention prevents reliable assessment or creates unacceptable structural risk.

Third-party alteration may additionally affect authentication or eligibility for other Arnav services or benefits in accordance with the Product, Materials, Sizing & Authenticity Policy and any other applicable Arnav policy.

5. Submitting an After-Sales Concern

The customer should contact Arnav before sending jewellery for inspection.

Arnav may request:

• order number;
• proof of purchase;
• photographs;
• video;
• description of the issue;
• information about use and care;
• information about previous repairs; and
• other reasonable supporting material.

Jewellery must not be sent until service instructions have been provided.

An allegation that the issue existed at delivery remains subject to the Returns, Exchanges & Refunds Policy and mandatory unboxing-video requirements.

6. Assessment

Receipt of jewellery does not constitute acceptance of a claim.

Arnav may obtain:

• internal workshop assessment;
• gemstone assessment;
• specialist assessment; or
• another technically appropriate review.

Arnav may consider the piece's:

• construction;
• physical condition;
• wear;
• impact evidence;
• service history;
• alteration history; and
• available purchase records.

7. Outcome of a Verified Manufacturing Issue

Where Arnav determines that an issue resulted directly from original materials or workmanship, Arnav will determine the technically appropriate solution.

This may include:

• repair;
• restoration;
• component replacement;
• another technically appropriate solution; or
• another remedy required under applicable law.

The customer is not automatically entitled to choose the remedy.

A monetary refund is not the ordinary after-sales remedy for an issue arising after the jewellery has been accepted and used unless required by law or expressly approved.

8. Arnav Member Complimentary Jewellery Care

Eligible Arnav Members may receive defined complimentary jewellery-care benefits under the Arnav Member Policy.

For an eligible gold or silver Arnav piece purchased after Member enrolment, the following may be provided for 2 years from the date the customer receives that specific piece:

• cleaning;
• repolishing;
• repair assessment; and
• basic repair labour associated with ordinary wear and tear.

The initial purchase used to qualify for membership does not receive Member benefits retrospectively.

To receive the complimentary service, Arnav must be able to verify:

• active membership;
• the customer's identity;
• the applicable invoice;
• the jewellery itself;
• Arnav's internal transaction record; and
• any other supporting information reasonably required.

The benefit applies only to the specific eligible piece.

It does not include:

• replating;
• metal;
• gemstones;
• replacement components;
• other material costs;
• complex repair labour;
• major reconstruction; or
• work required because of severe damage.

Severely damaged jewellery is not eligible for complimentary basic repair labour.

Arnav may, at its discretion, assess such jewellery for a paid comprehensive repair.

This complimentary care benefit is a Member service benefit. It is not a two-year product warranty.

9. Paid Repairs & After-Sales Services

Where a matter falls outside a complimentary Member benefit or manufacturing assessment, Arnav may offer paid after-sales services.

These may include:

• structural repair;
• stone tightening or resetting;
• lost-stone replacement;
• clasp repair;
• chain repair;
• resizing;
• alteration;
• repolishing;
• cleaning;
• replating;
• finish restoration; or
• other appropriate work.

Availability is subject to technical assessment.

Arnav may refuse work where the piece is:

• structurally unsafe;
• excessively damaged;
• technically unsuitable;
• materially altered by another party; or
• inappropriate for the requested process.

10. Repair Quotations

Chargeable repairs may be quoted after inspection.

Hidden wear, fractures, weakened settings, old soldering or internal damage may not be identifiable until work begins.

Where materially additional chargeable work becomes necessary, Arnav may pause the repair and obtain customer approval before continuing.

11. Repair Timelines

Repair timelines depend on:

• complexity;
• material availability;
• gemstone sourcing;
• specialist workmanship; and
• discovered damage.

Any communicated timeframe is an estimate unless Arnav expressly confirms otherwise in writing.

12. Condition Recording

Arnav may photograph or record jewellery received for inspection or repair.

Existing:

• scratches;
• dents;
• missing stones;
• loose settings;
• deformation;
• prior repairs; and
• other visible characteristics

may be documented.

A repair addresses only the work agreed.

It does not mean that every pre-existing mark or area of wear will be restored.

13. Jewellery Care

Customers should, unless product-specific care requires otherwise:

• apply perfume and cosmetics before putting jewellery on;
• remove jewellery before bathing;
• remove jewellery before swimming;
• remove jewellery before exercise or manual work;
• avoid chlorine, bleach and harsh chemicals;
• avoid unnecessary impact;
• store pieces individually;
• prevent pieces rubbing together;
• avoid abrasive household cleaning methods; and
• use only cleaning methods appropriate to the relevant metal and gemstone.

Different gemstones require different care.

Where uncertain, the customer should seek guidance before cleaning.

14. Routine Inspection

Frequently worn jewellery should be checked periodically for:

• stone movement;
• raised or worn prongs;
• weakened settings;
• distorted metal;
• chain wear;
• damaged links; and
• loose clasps.

Where a structural concern becomes apparent, the jewellery should no longer be worn until assessed.

15. Surface Wear

Fine jewellery naturally develops signs of use.

Ordinary:

• scratches;
• patina;
• tarnish; and
• surface-finish wear

are not automatically manufacturing defects.

Rhodium plating, gold plating, oxidised finishes and similar treatments may wear according to:

• frequency of use;
• friction;
• skin chemistry;
• cosmetics;
• chemicals; and
• environmental exposure.

Replating is a maintenance service and is not included within the complimentary Arnav Member care benefit.

16. Resizing & Alterations

Not every piece can safely be resized or altered.

Arnav may decline a request where the proposed work could compromise:

• the structure;
• gemstone settings;
• engraving;
• design; or
• durability of the piece.

Customer-requested resizing may be chargeable.

Sizing principles, product measurements and the effect of alteration on authentication are additionally governed by the Product, Materials, Sizing & Authenticity Policy.

17. Shipping Jewellery for Service

Jewellery must not be sent to Arnav without prior authorisation.

The customer must follow the security and logistics instructions provided.

Where the customer independently uses an unauthorised shipping method, Arnav is not responsible for transit risk before successful receipt, except where applicable law provides otherwise.

Nothing in this policy excludes any right that cannot lawfully be excluded.

Back to top

Arnav offers Bespoke Commissions, Made-to-Order jewellery and Heirloom Revitalisation as distinct specialist services.

These services involve individual design, sourcing, craftsmanship and, where applicable, transformation of client-supplied jewellery.

1. Bespoke Commissions

A Bespoke Commission means Arnav designs and creates an entirely new piece specifically for the client.

Every commission must align with Arnav's design ethos.

Arnav will not copy or closely reproduce another jeweller's design.

Modification of an existing Arnav piece may be considered at the Senior Design Team's discretion.

Bespoke Commissions are currently accepted in gold only.

2. Bespoke Process

A Bespoke Commission typically requires approximately 6 to 8 weeks from consultation to completion, subject to complexity, material availability, approvals and client response times.

Stage 1 — Consultation & Brief

The client's requirements are discussed and assessed for:

• creative alignment;
• technical viability; and
• compatibility with Arnav's design standards.

A formal brief must be approved before design development begins.

Stage 2 — Design Development

The Senior Design Team will ordinarily present two design directions, with no more than three forming part of one commission brief.

The client reviews the proposals and approves one final design. Further design directions beyond those included in the brief constitute a new brief and new commission, requiring a new deposit.

Stage 3 — Material Sourcing & Curation

Materials are identified, procured and assessed according to Arnav's standards for:

• purity;
• quality; and
• provenance.

Stage 4 — Workmanship

The piece is assigned to an appropriate Karigar craftsperson.

Material deviation from the approved design requires client notification and written re-approval.

Stage 5 — Final Review & Delivery

The finished piece is reviewed against the approved design and released with the applicable documentation.

Shipping is governed by the Shipping & Delivery Policy.

3. Bespoke Minimum Value

The minimum Bespoke Commission value is ₹5,00,000.

Arnav may waive or modify this minimum at its sole discretion for a particular client or commission.

4. Bespoke Payments

Deposit

A non-refundable deposit of ₹25,000 is payable before design development.

Production Payment

Before physical production begins, 80% of the total commission value, less the ₹25,000 deposit already paid, becomes due.

For a ₹10,00,000 commission:

• 80% = ₹8,00,000;
• less ₹25,000 deposit;
• balance payable before production = ₹7,75,000.

Final Balance

The remaining 20% is payable before release or collection.

For a ₹10,00,000 commission, the final balance is ₹2,00,000.

5. Making Charges

Making charges depend on:

• complexity;
• design;
• craftsmanship; and
• workmanship.

They will be communicated before the production-payment stage.

6. Bespoke Cancellation

The ₹25,000 deposit is non-refundable at every stage.

Where cancellation is requested after production payment, Arnav may take into account:

• design work completed;
• materials committed or sourced;
• gemstone procurement;
• supplier commitments;
• workmanship completed; and
• the stage reached.

Any amount returnable, if any, will be determined according to the circumstances and applicable law.

Once completed, Bespoke jewellery is not eligible for a discretionary change-of-mind return or exchange.

7. Bespoke Collection & Storage

The client has 14 days from notification to collect a completed Bespoke Commission without storage charge.

From Day 15 onwards, a storage charge of ₹250 per day applies until collection.

Outstanding amounts and storage charges must be paid before release.

8. Made-to-Order Jewellery

Made-to-Order jewellery is produced specifically in response to the customer's order.

The specifications, price and estimated production timeline applicable to the individual piece will be communicated for that order.

Cancellation may be considered only before production begins.

Once production begins, Made-to-Order jewellery cannot be cancelled except where applicable law requires otherwise.

Made-to-Order jewellery is not eligible for discretionary return or exchange for:

• change of mind;
• personal preference; or
• changed circumstances.

9. Heirloom Revitalisation

Heirloom Revitalisation begins with existing client-owned jewellery that the client wishes Arnav to redesign and transform.

Arnav assesses the piece before developing the new design.

Heirloom Revitalisation is currently accepted in gold only.

The minimum commission value is ₹5,00,000, subject to Arnav's discretion to waive or adjust the requirement.

10. Heirloom Timeline

Heirloom Revitalisation typically requires approximately 6 to 8 weeks from brief approval to completion.

The exact estimate depends on:

• original condition;
• complexity;
• materials;
• design; and
• workmanship.

11. Heirloom Process

Stage 1 — Consultation & Assessment The submitted piece is assessed and recorded at intake, including its visible condition.

A formal brief is prepared.

Stage 2 — Design Development

The Senior Design Team presents typically two and not more than three directions within one commission brief.

One final design is approved before physical transformation.

Additional directions constitute a new commission.

Stage 3 — Material Assessment & Sourcing

Existing materials are assessed for technical suitability.

Any additional materials required are sourced to Arnav's standards.

Stage 4 — Transformation

The original jewellery may be:

• dismantled;
• opened;
• separated;
• reformed;
• reset; or
• otherwise transformed.

Once physical transformation begins, restoration to the original form may no longer be possible.

Stage 5 — Final Review & Delivery

The completed piece is reviewed and released with the applicable documentation.

12. Ownership During Heirloom Work

The client's original jewellery remains the client's property while the Heirloom Revitalisation commission is being carried out.

The client confirms that they:

• own the jewellery or are properly authorised by the owner;
• have authority to instruct its transformation; and
• are entitled to submit it to Arnav.

Arnav will exercise due care in handling the jewellery. Unexpected internal weakness, previous repair or structural condition may not be identifiable before transformation begins.

Arnav may pause or decline work that becomes technically unsafe.

13. Heirloom Payments

A non-refundable ₹25,000 deposit is payable before design development.

Before transformation begins, 80% of the total commission price, less the deposit, becomes due.

The remaining 20% is payable before release.

14. Heirloom Charges

Making Charges

Making charges depend on the complexity, style and workmanship required.

Handling Charge

A handling charge of ₹500 to ₹700 per gram of the client's original jewellery applies to the dismantling, reworking and transformation process.

The exact rate is determined following assessment.

Specialised Charges

Additional specialised charges may apply where the piece requires processes or equipment beyond standard transformation work.

These will be communicated before the relevant work proceeds.

15. Heirloom Cancellation

The deposit remains non-refundable.

Where cancellation occurs after production payment, amounts retained and any additional sums properly due will depend upon:

• work completed;
• commitments made; and
• the stage reached.

Where the original jewellery has already been altered, it will be returned in its then-current state, subject to payment of amounts due. Arnav is not required to restore the original piece to its pre-transformation form.

16. Heirloom Collection & Storage

The client has 14 days from notification to collect the finished piece without storage charge.

From Day 15 onwards, a storage charge of ₹200 per day applies until collection.

17. Arnav Member Buyback Classification

Where an eligible Arnav Member later presents completed:

• Bespoke jewellery;
• Made-to-Order gold jewellery; or
• Heirloom Revitalisation jewellery

for Member buyback, the piece will be treated as Custom Gold Jewellery under the Arnav Member Policy.

For Heirloom Revitalisation, this classification applies even where part of the gold originated from the client's original jewellery.

Once the revitalised piece has been completed and released as an Arnav creation, any subsequent Member buyback is governed by Arnav's Custom Gold Jewellery buyback formula.

18. Intellectual Property

All original designs created by Arnav remain Arnav's exclusive intellectual property.

This includes:

• sketches;
• drawings;
• concepts;
• design directions;
• technical material; and
• final designs.

Design material supplied for client approval may not be:

• reproduced;
• supplied to another jeweller;
• used for manufacture elsewhere; or
• commercially exploited

without written permission. A final Bespoke design created for an individual client will not be reproduced as the same commissioned piece for another client.

This does not transfer Arnav's underlying intellectual property, techniques, creative language or know-how to the client.

For Heirloom work, Arnav's intellectual-property rights relate to the new design and do not affect the client's ownership of their submitted materials.

19. Confidentiality

Arnav treats commissions with discretion.

Commission details may be shared internally and with:

• Karigars;
• suppliers;
• specialists;
• professional advisers;
• logistics providers; and
• other service providers

where reasonably necessary to carry out the commission.

Public use of client-specific commission information for marketing will not be undertaken without the client's consent.

20. Client Approval

Client approval may be provided by:

• physical signature;
• signed written confirmation;
• email confirmation; or
• another written electronic method accepted by Arnav.

Where Arnav requests a reply containing the word CONFIRM, a reply containing CONFIRM from the client's registered email address constitutes written electronic acceptance of the relevant commission terms or approval.

The client is responsible for reviewing:

• spelling;
• measurements;
• dimensions;
• gemstone selection;
• engraving;
• design specifications; and
• other approved details.

21. Liability

To the maximum extent permitted by law, Arnav is not liable for indirect or consequential loss arising from:

• a delayed event;
• wedding;
• gifting requirement;
• intended occasion; or
• other purpose for which the client intended to use the jewellery.

Subject to liability that cannot lawfully be limited, Arnav's aggregate contractual liability relating to a Bespoke or Heirloom commission will not exceed the value of that commission.

22. Governing Law

These terms are governed by the laws of India.

Nothing in this policy restricts access to any statutory forum or remedy that cannot lawfully be excluded.

Back to top

Arnav handles personal information with discretion and uses it only for legitimate business, customer-service, security, marketing and programme-administration purposes.

This policy applies to information processed through:

• the website;
• orders;
• customer service;
• the Arnav Member programme;
• commissions;
• after-sales services; and
• other interactions with Arnav.

1. Information We May Collect

Depending on the interaction, Arnav may collect:

Identity & Contact Information

• first name;
• last name;
• mobile number;
• email address;
• billing address;
• delivery address;
• physical address;
• PIN code;
• date of birth, where applicable;
• wedding-anniversary date, where voluntarily provided; and
• other contact details supplied by the customer.

Order & Transaction Information

• order number;
• products purchased;
• purchase value;
• billing information;
• delivery information;
• payment status;
• transaction references;
• returns;
• claims;
• buybacks;
• Member exchanges;
• repair history; and
• service correspondence.

Payment Information

Online payments may be processed through Razorpay and other relevant financial-service providers.

Arnav may receive limited transaction information necessary to:

• verify payment;
• reconcile transactions; and
• administer the order.

Customers must never send Arnav:

• UPI PINs;
• banking passwords;
• card PINs; or
• payment-authentication credentials.

Delivery Information

Information reasonably required for secure delivery may be shared with Sequel or another authorised logistics provider.

Bespoke, Heirloom & After-Sales Information

Arnav may retain:

• design briefs;
• approvals;
• specifications;
• photographs;
• measurements;
• commission correspondence;
• submitted-jewellery descriptions;
• repair records; and
• relevant provenance information.

2. Arnav Member Information

Enrolment in the Arnav Member programme requires:

• first name;
• last name;
• mobile number;
• email address;
• physical address;
• PIN code; and
• date of birth.

A wedding-anniversary date is optional.

Where no wedding-anniversary date is supplied, the Member will not receive an anniversary benefit.

Membership information may be used to:

• create and maintain the membership record;
• verify Member identity;
• determine programme eligibility;
• verify purchase history;
• calculate lifetime purchase value;
• determine benefit levels;
• administer gold buyback;
• administer silver exchange;
• administer jewellery-care benefits;
• issue birthday benefits;
• issue anniversary benefits;
• administer referrals;
• provide lifestyle benefits;
• investigate misuse; and
• conduct customer analytics and profiling.

3. Purchase History, Lifetime Value & Profiling

Arnav may analyse a Member's:

• purchase history;
• purchase frequency;
• product preferences;
• lifetime purchase value;
• use of Member benefits;
• service interactions; and
• other relevant customer information

for purposes including:

• determining Member benefits;
• customer segmentation;
• relationship management;
• internal analytics;
• programme development;
• marketing;
• service personalisation; and
• commercial planning.

Certain benefits may vary according to the customer's lifetime value with Arnav.

4. Membership & Marketing Consent

By voluntarily enrolling in the Arnav Member programme, the Member acknowledges and expressly agrees that the enrolment information supplied may also be used by Arnav for general marketing and promotional communications.

Member enrolment therefore includes consent, subject to applicable law, to receive periodic communications relating to matters such as:

• collections;
• launches;
• products;
• services;
• Member benefits;
• events;
• private previews;
• offers;
• lifestyle benefits;
• editorial communications; and
• other Arnav marketing.

Communications may be made through available channels including:

• email;
• SMS;
• WhatsApp;
• telephone; and
• other registered contact channels.

Where applicable law provides a right to withdraw or modify marketing consent, Arnav will process such a request in accordance with that law.

Withdrawal of promotional consent does not prevent Arnav from sending communications reasonably necessary to administer:

• an order;
• delivery;
• payment;
• security;
• complaint;
• repair;
• commission; or
• membership administration.

5. Transactional Communications

Arnav may contact customers regarding:

• order confirmation;
• payment;
• verification;
• delivery;
• returns;
• claims;
• Member buyback or exchange;
• repair;
• commission approvals;
• after-sales service; and
• other transaction-related matters.

These communications are distinct from general marketing.

6. Birthday & Anniversary Information

A Member's date of birth is required for Member enrolment.

The birthday information may be used to administer the birthday benefit and related Member communications.

Wedding-anniversary information is optional.

Arnav does not treat dating, relationship or other personal anniversaries as the wedding-anniversary date used for the Member benefit.

7. Website & Technical Information

The website may automatically process information such as:

• IP address;
• device type;
• browser;
• operating system;
• session information;
• site interactions;
• referral source;
• security logs; and
• cookie identifiers.

Arnav's online store uses Shopify, and relevant information may therefore be processed through Shopify's systems.

8. Cookies & Similar Technologies

Cookies and similar technologies may be used for:

• website operation;
• shopping-bag functionality;
• checkout;
• security;
• fraud prevention;
• preferences;
• analytics; and
• marketing where applicable.

Disabling essential cookies may prevent parts of the website from functioning correctly.

9. Sharing of Information

Arnav may share information with service providers where reasonably necessary.

These may include:

Shopify & Technology Providers

For website, e-commerce, infrastructure and security functions.

Razorpay & Financial Providers

For payments, reconciliation, transaction security and related processing.

Sequel & Logistics Providers

For secure transport, identity verification and delivery.

Karigars, Specialists & Suppliers

Where information is necessary to fulfil Bespoke, Heirloom, Made-to-Order or after-sales work.

Professional Advisers

Including legal, accounting, audit, insurance, technology and security advisers.

Authorities

Where disclosure is required or reasonably necessary in connection with:

• law;
• fraud;
• legal proceedings;
• security;
• regulatory requirements; or
• protection of Arnav's rights.

10. Data Retention

Information may be retained for as long as reasonably necessary for:

• transactions;
• tax and accounting;
• purchase history;
• Member administration;
• lifetime-value calculations;
• benefit verification;
• authentication;
• provenance;
• repairs;
• commissions;
• fraud prevention;
• disputes;
• legal claims; and
• compliance obligations.

Different records may therefore be retained for different periods.

11. Security

Arnav uses reasonable organisational, technical and operational measures intended to protect personal information.

No electronic system can be guaranteed completely secure.

Customers are responsible for protecting their own:

• email accounts;
• devices;
• passwords;
• payment credentials; and
• authentication information.

12. Accuracy of Information

Customers and Members are responsible for ensuring that information supplied to Arnav is accurate.

Where important identifying information differs from Arnav's records, Arnav may:

• request verification;
• place a transaction or Member benefit under review; or
• decline to proceed where identity cannot be satisfactorily established.

13. Privacy Requests

Depending on applicable law, a customer may be entitled to request:

• access to certain information;
• correction;
• updating;
• erasure where legally available;
• withdrawal of consent where applicable; or
• grievance review.

Arnav may require reasonable identity verification before acting on a request.

Arnav may retain information despite a deletion request where retention remains necessary or permitted for:

• law;
• accounting;
• taxation;
• fraud prevention;
• intellectual property;
• transaction records;
• Member-benefit verification;
• dispute resolution; or
• legal claims.

14. Children & Minors

Arnav's commercial services are intended for persons legally capable of entering into the relevant transaction.

Where applicable law requires parental or guardian involvement, Arnav may require appropriate verification.

15. Changes to This Policy

Arnav may amend this policy to reflect changes in:

• law;
• business operations;
• service providers;
• technology;
• security practices; or
• the Arnav Member programme.

Where applicable law requires further notice or consent, Arnav will take the required steps.

16. Privacy Contact

Privacy Contact / Designation: Support Executive

Email: support@arnav.in

Business Address: 801, 35th Cross, 9th Main, 4th Block, Jayanagar, Bangalore, Karnataka, India - 560041

Nothing in this policy excludes a privacy right that applicable law does not permit Arnav to exclude.

Back to top

These Terms govern use of the Arnav Jewellery website and online purchases made through it.

They operate together with the applicable Arnav customer policies.

1. Arnav's Customer Policy Framework

The following policies form part of the relevant transaction where applicable:

• Orders, Pricing & Payments Policy;
• Product, Materials, Sizing & Authenticity Policy;
• Shipping & Delivery Policy;
• Returns, Exchanges & Refunds Policy;
• Warranty, Repairs, Care & After-Sales Policy;
• Bespoke, Made-to-Order & Heirloom Policy;
• Privacy & Communications Policy; and
• Arnav Member Policy.

Where a policy specifically governs a subject, its specific provisions apply to that subject.

For pricing, payments, order acceptance and the combining of promotional or discount benefits, the Orders, Pricing & Payments Policy is the controlling policy.

2. Business Details

Legal Entity: Arnav and Company

Trading Name: Arnav

Business Address: 801, 35th Cross, 9th Main, 4th Block, Jayanagar, Bangalore, Karnataka, India - 560041

Email: support@arnav.in

Telephone: 8884431216

3. Website Use

The website may be used only for lawful purposes.

Users must not:

• commit fraud;
• provide knowingly false information;
• interfere with website security;
• introduce malicious software;
• impersonate another person;
• use another person's payment information without authority;
• scrape or systematically extract website content without permission;
• infringe Arnav intellectual property;
• circumvent purchase restrictions or verification controls; or
• misuse the website or customer-service process.

Arnav may restrict access where reasonably necessary to protect:

• customers;
• its systems;
• its intellectual property;
• its employees; or
• its commercial operations.

4. Eligibility to Purchase

The person placing an order must be legally capable of entering into the transaction.

Where a purchase is made for another person or organisation, the purchaser represents that they have appropriate authority.

5. Product Information

Arnav takes reasonable care to present product information accurately.

Jewellery photography may be enlarged to show detail.

Appearance may vary because of:

• lighting;
• screens;
• natural materials; and
• hand craftsmanship.

No such provision permits Arnav to supply a piece materially different from what was expressly represented or agreed.

Further provisions concerning product descriptions, materials, measurements, sizing, product documentation and authenticity are contained in the Product, Materials, Sizing & Authenticity Policy.

6. Product Availability

Display of a product does not guarantee availability.

Adding a product to a shopping bag does not reserve it.

Availability is confirmed through Arnav's order-acceptance process.

7. Orders

Submitting an online order constitutes a request to purchase.

An automated order confirmation is an acknowledgement of receipt and does not itself establish final acceptance.

Order acceptance, verification and cancellation are governed by the Orders, Pricing & Payments Policy.

8. Pricing

Domestic website prices are displayed inclusive of 3% GST, unless expressly stated otherwise.

Arnav may revise prices before acceptance.

Customers are not entitled to retrospective pricing adjustments because of later:

• promotions;
• sales;
• market movements; or
• price changes.

9. Payment

Online payments may be made through UPI and net banking, with payment processing through Razorpay.

Arnav does not currently offer Cash on Delivery or online EMI.

Third-party financial providers operate their own independent systems.

10. Cancellations

A ready-to-ship order may be requested for cancellation before dispatch, subject to the applicable 3% cancellation and payment-processing charge.

Once dispatched, the order cannot be cancelled.

Made-to-Order cancellation is unavailable after production begins.

Bespoke and Heirloom work is governed by the applicable specialist policy.

11. Promotions

Promotional codes and promotional discounts cannot be stacked.

Arnav Member promotional and discount benefits remain subject to the same rule.

No Member policy provision overrides the non-stacking rule unless Arnav expressly amends that rule in writing.

12. Shipping

Ready-to-ship orders are ordinarily dispatched within 3 business days following acceptance, successful payment and verification.

Domestic delivery is ordinarily expected within up to 10 business days after dispatch.

Monday through Saturday are treated as business days, excluding applicable public holidays.

Sequel currently provides Arnav's specialist high-value logistics service.

Transit responsibilities are governed by the Shipping & Delivery Policy.

13. Delivery Security

High-value orders may require:

• OTP;
• signature;
• identification; or
• another secure-delivery procedure.

The customer must provide accurate delivery information and cooperate with reasonable security requirements.

14. Unboxing Evidence

Condition-on-arrival claims are subject to the mandatory continuous and unedited unboxing-video requirements contained in the Shipping and Returns policies.

Claims must ordinarily be reported within 24 hours of recorded delivery.

15. Returns

Arnav does not operate a general change-of-mind return programme.

Arnav Member gold buyback and silver exchange benefits are separate voluntary programme benefits and do not alter the ordinary return policy.

16. Warranty & After-Sales

These Terms do not create a general fixed-duration warranty.

Manufacturing issues and after-sales requests are governed by the Warranty, Repairs, Care & After-Sales Policy.

The Arnav Member complimentary care benefit is a service benefit and does not constitute a product warranty.

17. Bespoke, Made-to-Order & Heirloom

Specialist services are governed by the applicable policy and approved commission documentation.

Where individual written commission terms expressly address a matter, those specific terms apply.

18. Arnav Member Programme

Arnav Member is a separate loyalty and customer-benefits programme.

Membership:

• is subject to eligibility;
• is personal;
• is non-transferable;
• does not automatically arise merely because a customer has previously shopped with Arnav; and
• is governed by the Arnav Member Policy.

Member benefits do not create rights outside that programme.

Gold buyback, silver exchange, Member care, birthday benefits, anniversary benefits, referrals, lifestyle benefits and Member discounts are available only where their individual eligibility conditions are satisfied.

Arnav may verify eligibility before granting any Member benefit.

19. Customer Responsibilities

Customers are responsible for:

• checking the product selected;
• choosing the correct size where applicable;
• supplying accurate information;
• reviewing order details before payment;
• completing verification;
• receiving high-value deliveries securely;
• preserving evidence where a claim is alleged;
• caring appropriately for jewellery; and
• carefully reviewing bespoke or personalised specifications before approval.

20. Website Content

Arnav may correct unintended:

• typographical errors;
• pricing errors;
• technical errors;
• availability information; or
• other inaccuracies.

A correction does not permit Arnav to remove a non-excludable right relating to an already accepted transaction.

21. Website Availability

Arnav does not guarantee uninterrupted website availability.

Access may be affected by:

• maintenance;
• security;
• infrastructure failure;
• hosting problems;
• third-party outages; or
• circumstances outside Arnav's control.

22. Intellectual Property

Arnav retains all rights in its:

• trademarks;
• trade names;
• logos;
• jewellery designs;
• photographs;
• videos;
• drawings;
• product descriptions;
• graphics;
• website content; and
• other creative material.

Website access does not transfer intellectual-property ownership.

Users may not commercially reproduce or exploit Arnav material without written permission.

23. Third-Party Services

The Arnav purchasing journey may involve independent third parties including:

• Shopify;
• Razorpay;
• banks;
• payment networks;
• Sequel; and
• other service providers.

Arnav does not control the independent systems or conduct of those third parties.

Arnav remains responsible only to the extent required by its own obligations and applicable law.

24. Fraud & Abuse

Arnav may investigate suspected:

• payment fraud;
• identity misuse;
• falsified evidence;
• chargeback abuse;
• substitution of jewellery;
• manipulated claims;
• Member programme abuse;
• counterfeit products;
• falsified invoices;
• promotional abuse; or
• other dishonest activity.

Arnav may:

• request additional verification;
• place transactions under review;
• decline future orders;
• suspend or terminate Member privileges;
• preserve evidence;
• pursue available legal remedies; or
• involve relevant authorities where appropriate.

25. Privacy

Personal information is handled under the Privacy & Communications Policy.

Arnav Member enrolment includes the marketing and profiling terms expressly stated in that policy and the Arnav Member Policy.

26. Liability

Nothing in these Terms excludes liability that cannot lawfully be excluded.

Subject to that qualification, Arnav is not responsible for indirect or consequential loss arising solely from matters such as:

• changed events or occasions;
• inaccurate customer information;
• inappropriate jewellery care;
• independent third-party systems outside Arnav's reasonable control; or
• another circumstance expressly allocated elsewhere in the applicable policy framework.

Arnav does not guarantee:

• investment value;
• future resale value;
• future gold price;
• future gemstone price; or
• appreciation of jewellery.

27. Force Majeure

Arnav is not responsible, to the extent permitted by law, for failure or delay caused by circumstances beyond its reasonable control.

These may include:

• natural disaster;
• extreme weather;
• war;
• civil disturbance;
• governmental action;
• public-health emergencies;
• customs interruption;
• transport disruption;
• industrial action;
• material shortages;
• telecommunications failure; or
• essential infrastructure failure.

28. No Waiver

A concession or exception on one occasion does not amend Arnav's general policy or create an entitlement to the same treatment later.

29. Severability

If one provision is found unenforceable, the remaining terms continue to apply to the maximum extent permitted by law.

30. Changes to Policies

Arnav may update its customer policies prospectively.

A later policy change will not ordinarily be used to retrospectively remove a right already accrued under an accepted transaction.

Separate rules concerning modification of future Arnav Member benefits are contained in the Member Policy.

31. Complaints & Grievance Contact

Grievance Contact / Designation:

Support Executive

Email:

support@arnav.in

Telephone:

8884431216

Business Address:

801, 35th Cross, 9th Main, 4th Block, Jayanagar, Bangalore, Karnataka, India - 560041

Nothing in these Terms restricts access to a statutory consumer forum or other remedy that cannot lawfully be excluded.

32. Governing Law

These Terms are governed by the laws of India.

Back to top

Arnav Member is a complimentary membership programme for eligible Arnav customers.

The programme provides selected benefits relating to:

• gold-jewellery buyback;
• silver-jewellery discounts;
• silver-jewellery exchange;
• birthdays;
• wedding anniversaries;
• jewellery care;
• lifestyle rewards; and
• referrals.

Membership and all programme benefits remain subject to these Terms.

1. Membership Eligibility

There is no membership fee and no annual membership charge.

To become eligible to enrol, the customer must have completed at least one qualifying purchase of an Arnav product.

A qualifying purchase means a transaction that:

• has been paid for;
• has been fulfilled;
• has been received by the customer;
• has been completed and closed; and
• has not been cancelled or refunded.

A cancelled or refunded transaction is not a qualifying purchase.

Historical purchases made before the Arnav Member programme began do not create retrospective eligibility for new enrolment.

Customers already recorded by Arnav as existing Members remain recognised according to Arnav's membership records.

Membership does not arise automatically merely because a customer has purchased from Arnav.

The customer must complete enrolment and be recorded on Arnav's Member list.

2. Mandatory Enrolment Information Membership enrolment requires:

• first name;
• last name;
• mobile number;
• email address;
• physical address;
• PIN code; and
• date of birth.

A wedding-anniversary date is optional.

Where the customer does not provide an anniversary date, no anniversary benefit will be available.

For this programme, “anniversary” means wedding anniversary only.

Dating anniversaries, relationship anniversaries or other personal anniversary dates do not qualify.

3. Commencement of Benefits

Member benefits begin only after successful enrolment.

The first purchase used to establish eligibility does not receive Member benefits retrospectively.

Accordingly, Member-specific product benefits ordinarily apply only to eligible purchases made after enrolment.

The referral benefit described later in this policy is a specific exception for a referred non-member's first qualifying purchase.

4. Membership Record

Arnav's membership records determine whether a person is enrolled in the programme.

If a customer is not recorded on Arnav's Member list, the customer will not be treated as an active Member merely because they previously purchased from Arnav.

Membership is:

• personal;
• non-transferable; and
• linked to the registered customer information maintained by Arnav.

5. Membership Duration Membership does not have an annual expiry date.

Once enrolled, membership ordinarily remains ongoing unless:

• Arnav terminates or suspends the membership;
• the programme itself is discontinued; or
• another circumstance under these Terms ends the membership.

If Arnav ends the Arnav Member programme, membership under that programme will cease.

6. Verification Required for Product-Based Member Benefits

Before processing a:

• gold buyback;
• silver exchange;
• complimentary jewellery-care request; or
• another product-specific Member benefit,

Arnav may require all relevant evidence.

This may include:

• active membership;
• original invoice or valid electronic invoice;
• physical presentation of the jewellery;
• successful Arnav authentication;
• certificates;
• original documentation; and
• other supporting records reasonably required.

An electronic invoice is acceptable where it can be verified against Arnav's own records.

A physical invoice is preferred where available.

If the invoice supplied by the Member does not correspond with Arnav's records, the request may be declined or placed under review.

If the first name or last name does not match Arnav's records, the buyback or exchange will not be processed unless Arnav first resolves the identity discrepancy to its satisfaction.

A discrepancy involving another detail, such as contact information, may be placed under review and may proceed only after Arnav authorises it.

7. Expert Assessment Arnav and/or an appointed jewellery expert may determine, for the purposes of the Member

programme:

• authenticity;
• purity;
• eligible metal weight;
• gemstone identity;
• gemstone grading;
• gemstone value;
• condition;
• evidence of wear;
• evidence of alteration;
• evidence of substitution;
• evidence of fraud; and
• overall eligibility.

The appointed expert's assessment will be final for purposes of the voluntary Member benefit, subject to any right that cannot lawfully be excluded.

Arnav is not required to process a benefit where the piece cannot be satisfactorily authenticated or assessed.

8. Readymade Gold Jewellery Buyback

Eligible Readymade Gold Jewellery purchased from Arnav may be considered for Member buyback.

Gold Component

The eligible gold component will be valued at:

Net eligible gold weight × current applicable gold rate × 90%

The eligible net gold weight and applicable purity are determined during Arnav's assessment.

Diamond Component

Where the piece contains eligible diamonds, Arnav will determine:

1. the diamond value recorded in connection with the original Arnav transaction; and 2. the diamond value determined by Arnav's appointed expert following inspection and grading.

The Member buyback value for the diamonds will be 30% of whichever of those two values is lower.

Coloured Stones Coloured stones receive no buyback value.

Amounts Excluded

The buyback calculation does not include:

• making charges;
• GST;
• design charges;
• labour charges;
• coloured-stone value;
• packaging;
• certificates;
• service charges;
• promotional benefits; or
• ancillary benefits.

9. Custom Gold Jewellery Buyback

For purposes of the Member programme, Custom Gold Jewellery includes eligible:

• Bespoke Commissions;
• Made-to-Order gold jewellery; and
• Heirloom Revitalisation jewellery.

Eligible Custom Gold Jewellery may be considered for buyback at:

Net eligible gold weight × current applicable gold rate × 90%

Diamonds receive no buyback value.

Coloured stones receive no buyback value.

The excluded charges listed for Readymade Gold Jewellery also remain excluded.

Heirloom Revitalisation

Once Heirloom Revitalisation has been completed and released as an Arnav creation, the finished piece is treated as Custom Gold Jewellery for Member buyback purposes.

The fact that part of the gold may originally have been supplied by the client does not alter the Member buyback formula.

10. Condition & Eligibility for Gold Buyback

Ordinary legitimate wear may be accepted at Arnav's discretion. Arnav may decline buyback where wear or damage is sufficiently extensive to materially affect:

• authentication;
• assessment;
• purity determination;
• valuation; or
• commercial suitability.

A piece is not eligible for Member buyback where Arnav determines that it has been:

• resized by an unauthorised third party;
• repaired by an unauthorised third party;
• reset by an unauthorised third party;
• materially altered by another party;
• substituted;
• counterfeit;
• fraudulently represented;
• intentionally manipulated; or
• presented in abuse of the Member programme.

Third-party alteration may result in complete rejection of the buyback request.

11. Gold Buyback Settlement

Where Arnav approves a buyback, Arnav will determine the appropriate settlement method.

Settlement may be made by:

• bank transfer;
• cash, where legally permissible;
• Arnav store credit; or
• adjustment against another Arnav purchase.

The customer is not entitled to demand a particular settlement method.

Arnav may select the method appropriate to the individual transaction.

12. Silver Jewellery Next-Purchase Discount

Eligible Members purchasing qualifying Arnav silver jewellery may receive a discount on their next eligible silver jewellery purchase according to the value of the qualifying silver purchase:

• up to ₹99,999: 5%
• ₹1,00,000 to ₹1,99,999: 7.5%
• ₹2,00,000 and above: 10% The resulting next-purchase benefit is valid for 1 year from the date of the qualifying silver purchase.

The discount:

• applies to an eligible subsequent silver jewellery purchase;
• is personal to the Member;
• is non-transferable; and
• cannot be combined with another coupon, promotion or discount benefit.

It does not apply to gold jewellery.

13. Silver Jewellery Exchange

Silver jewellery purchased from Arnav by an eligible Member may qualify for exchange, subject to inspection and all verification requirements.

Silver jewellery is not bought back for cash under this programme.

It may only be used in an eligible exchange transaction.

Day 0 to Day 30

Where the exchange is requested within 30 days from the original purchase date, the new jewellery purchase must have a value of at least 1× the original invoice value.

Day 31 to Day 90

Where the exchange is requested from Day 31 to Day 90, the new jewellery purchase must have a value of at least 2× the original invoice value.

Day 91 to Day 180

Where the exchange is requested from Day 91 to Day 180, the new jewellery purchase must have a value of at least 3× the original invoice value.

After Day 180

No Member silver exchange is available after 180 days from the original purchase date.

14. How the Silver Exchange Works

The original invoice value of the eligible silver jewellery is applied only for purposes of the qualifying exchange transaction.

It is not:

• a cash refund;
• store credit;
• a redeemable balance; or
• an amount that can be withdrawn or carried forward.

For example:

A Member originally purchases eligible silver jewellery for ₹50,000.

If exchanged within the first 30 days, the replacement purchase must be at least ₹50,000.

If exchanged from Day 31 to Day 90, the replacement purchase must be at least ₹1,00,000.

If exchanged from Day 91 to Day 180, the replacement purchase must be at least ₹1,50,000.

Where the selected replacement jewellery costs more than the minimum required value, the Member must pay the full difference.

There is no cash payment or residual credit to the Member as part of the silver exchange process.

15. Silver Exchange Condition Requirements

Silver jewellery is not eligible for Member exchange where it:

• is damaged;
• shows visible wear and tear;
• has been altered;
• has been repaired by another party;
• has been modified;
• cannot be authenticated as Arnav jewellery;
• is not supported by the required purchase records; or
• is presented after 180 days.

Arnav and its appointed expert will determine whether the piece satisfies the required condition standard.

16. Birthday Benefit

An eligible Member may receive a birthday benefit in the form of:

• a value discount; or
• a gift,

determined by Arnav at its discretion, including by reference to the Member's lifetime value with Arnav.

The benefit is issued 7 days before the Member's birthday and is valid from the Member's birthday for 6 days thereafter. Any minimum purchase requirement is determined by Arnav.

Unless Arnav specifies otherwise for a particular benefit, there are no category restrictions.

The benefit is:

• personal;
• non-transferable; and
• non-stackable.

The Member must have a valid date of birth recorded in Arnav's membership records.

17. Wedding Anniversary Benefit

Where an eligible Member has voluntarily provided a valid wedding-anniversary date, the Member may receive an anniversary benefit in the form of:

• a value discount; or
• a gift,

determined by Arnav at its discretion, including by reference to lifetime value.

The benefit is issued 7 days before the wedding anniversary and is valid from the anniversary date for 6 days thereafter.

Any minimum purchase requirement is determined by Arnav.

The benefit is:

• personal;
• non-transferable; and
• non-stackable.

No anniversary benefit is available where a valid wedding-anniversary date has not been supplied.

18. Complimentary Member Jewellery Care

For an eligible Arnav gold or silver jewellery piece purchased after Member enrolment, the Member may receive the following complimentary services for 2 years from the date the customer receives that specific piece:

• cleaning;
• repolishing;
• repair assessment; and
• basic repair labour arising from ordinary wear and tear.

The first purchase used to establish membership eligibility does not receive this benefit retrospectively. The benefit requires satisfactory verification of:

• active Member status;
• customer identity;
• invoice;
• Arnav's internal purchase record;
• the jewellery itself; and
• any other relevant supporting information requested.

Excluded From the Complimentary Benefit

The complimentary Member care benefit does not include:

• replating;
• metal costs;
• gemstone costs;
• replacement components;
• material costs;
• complex repair labour;
• major reconstruction; or
• work required because of severe damage.

Severely damaged jewellery is not eligible for complimentary basic repair labour.

Arnav may assess such jewellery for chargeable comprehensive repair under the Warranty, Repairs, Care & After-Sales Policy.

The Member care benefit is a service benefit and is not a product warranty.

19. Lifestyle Benefits

Arnav may provide lifestyle benefits or vouchers according to a Member's purchase value and Arnav's discretion.

Such benefits may include:

• café vouchers;
• salon vouchers;
• spa vouchers;
• flower or gifting vouchers;
• fine-dining vouchers; or
• gift hampers.

Lifestyle benefits are ordinarily delivered digitally to the Member's registered contact.

They are:

• personal;
• non-transferable; and
• non-stackable.

20. Referral Programme

An existing Arnav Member may refer a non-member.

Referrer Benefit

The referrer may receive a value discount on a minimum purchase, determined at Arnav's discretion, including by reference to the referrer's lifetime value.

The referrer may also receive an eligible lifestyle benefit at Arnav's discretion.

Referee Benefit

The referred non-member may receive a referral benefit on their first qualifying Arnav purchase.

This is a specific exception to the general rule that Member benefits begin only after enrolment.

Once that first purchase has been:

• paid for;
• fulfilled;
• received;
• completed; and
• not cancelled or refunded,

the referee becomes eligible to enrol as an Arnav Member.

Validity

The referrer's benefit is valid for 1 month from the date of the referee's first completed purchase.

The referee's purchase benefit applies at the time of that first qualifying purchase only.

Conditions

Referral benefits are:

• personal;
• non-transferable; and
• non-stackable.

A referrer may refer an unlimited number of referees.

A referee may be attributed to only one referrer. Referrals may be verified through unique Arnav codes or links.

21. No Stacking

Unless Arnav expressly states otherwise in writing, no coupon, promotional discount, Member discount or value benefit may be combined with another coupon, promotion, discount or value benefit in the same transaction.

This includes, where applicable:

• birthday benefits;
• anniversary benefits;
• referral discounts;
• silver next-purchase discounts;
• promotional codes; and
• other value-based Member benefits.

Where more than one benefit could otherwise apply, the customer must use only one eligible benefit for that transaction.

22. Marketing Consent, Analytics & Profiling

By enrolling as an Arnav Member, the Member expressly agrees that the personal information provided for membership may be used for:

• programme administration;
• marketing;
• promotional communications;
• customer analytics;
• customer profiling;
• purchase-history analysis;
• lifetime-value assessment;
• segmentation;
• benefit determination; and
• relationship management.

Arnav may periodically communicate with Members through their registered:

• email;
• mobile number;
• SMS;
• WhatsApp;
• telephone; or
• another available registered contact channel.

This processing is also governed by the Privacy & Communications Policy. Where applicable law provides a right to withdraw or modify consent, Arnav will process such a request in accordance with that law.

23. Programme Abuse, Fraud & Termination

Arnav may place a Member benefit under review, refuse a benefit, suspend membership or terminate membership where there is reasonable evidence of:

• fraudulent activity;
• falsified invoices;
• counterfeit jewellery;
• substituted jewellery;
• manipulated jewellery;
• false identity information;
• forged or altered documentation;
• referral abuse;
• discount abuse;
• chargeback abuse;
• attempted transfer of personal benefits;
• deliberate misuse of the programme;
• repeated material breach of programme terms; or
• other dishonest or abusive conduct.

Arnav may preserve relevant evidence and exercise available legal remedies.

Where Arnav considers the conduct sufficiently serious, including having regard to financial or other harm caused or attempted, Arnav may involve relevant authorities or pursue formal proceedings.

Termination of membership may permanently disqualify the customer from future participation in the programme at Arnav's discretion.

24. Modification of Member Benefits

Arnav may modify, substitute, discontinue or withdraw future Member benefits at its discretion.

Where Arnav has specifically issued an individual benefit with a defined validity period, that benefit will ordinarily remain available according to its stated terms until expiry.

Arnav may nevertheless cancel or withdraw an issued benefit where there is:

• fraud;
• material error;
• abuse;
• ineligibility;
• misuse; or
• another stated basis permitting cancellation.

A programme benefit offered on one occasion does not create an entitlement to the same benefit in future.

25. Programme Discontinuation

Arnav may discontinue the Arnav Member programme.

If the programme is discontinued, membership under the programme will cease according to the discontinuation terms communicated by Arnav.

26. Relationship With Other Arnav Policies

The Member Policy creates specific voluntary programme benefits.

It does not override:

• mandatory consumer law;
• Arnav's ordinary Returns Policy except where a Member exchange is expressly provided;
• Arnav's Shipping & Delivery Policy;
• Arnav's after-sales rules; or
• the Orders, Pricing & Payments Policy.

In particular, the Orders, Pricing & Payments Policy remains controlling in relation to promotional-code and discount stacking.

27. Final Programme Assessment

Eligibility for any Arnav Member benefit remains subject to:

• membership verification;
• transaction verification;
• product authentication;
• the applicable time period;
• compliance with these Terms; and
• any expert assessment required for the benefit concerned.

Arnav reserves the right to decline a voluntary Member benefit where those requirements are not satisfied.

Nothing in this policy excludes or restricts a right that applicable law does not permit Arnav to exclude.

Back to top