1. Important notice — custom & made-to-order goods
Most Pashin orders are customised or manufactured to your approved specifications. Under the Consumer Protection Act, 2019, the right of cancellation for direct sales may not apply to goods made to your specifications or clearly personalised once production has begun.
By approving design and authorising production, you acknowledge that refunds for change of mind are generally not available after that milestone.
2. Order stages & cancellation
| Stage | Cancellation by you | Refund |
|---|---|---|
| Before order confirmation (enquiry / quotation only) | Free — no obligation | Any accidental payment refunded in full |
| After advance paid, before design approval | Allowed on written request | Advance refunded minus 5% and non-recoverable third-party costs (CAD, stone holding, payment gateway charges) |
| After design approval or production start | Generally not permitted | No refund of advance or payments made |
| After dispatch / delivery | Not permitted except as below | See defects & remedies |
3. Cancellation by Pashin
We may cancel an order before production if:
- A specified natural diamond or material becomes unavailable and you do not accept an agreed substitute;
- We cannot reach you for design approval within 30 days of advance receipt;
- We suspect fraud or payment dispute.
In such cases, amounts paid for undelivered goods are refunded to the original payment method within 7–10 business days, minus only non-recoverable costs already incurred with your prior consent.
4. Manufacturing defects & wrong delivery
This policy does not limit your statutory rights for defective goods or goods not conforming to order specifications.
- Report within 48 hours of delivery with clear photos/video and your order reference.
- Verified manufacturing defects: repair, replacement or refund at our discretion — bespoke remakes may require additional time.
- Wrong item shipped: we arrange return pickup (where applicable) and replace or refund in full including shipping.
- Normal variations in natural stones, hand finishing and minor weight tolerance (typically ±5% on gold weight unless otherwise quoted) are not defects.
5. Ready / catalogue pieces (if offered)
Non-customised ready inventory, if listed for direct purchase, may be returned within 7 days of delivery if unused, in original condition with tags and certificates. Customisation, engraving or resizing voids return eligibility. Return shipping is your cost unless we shipped the wrong item.
6. Corporate & bulk orders
Cancellation of confirmed corporate batches after production scheduling may incur charges up to the full order value for units already in production or completed. Partial cancellation terms are stated on your corporate order agreement.
7. Refund method & timeline
- Approved refunds are processed to the original payment method (Razorpay, Cashfree, bank transfer).
- Processing time: 7–10 business days after approval; bank/gateway settlement may take additional 5–7 business days.
- We do not refund to third-party accounts except where required by law.
8. Chargebacks
If you initiate a payment chargeback without contacting us first, we may suspend future orders and provide evidence to the payment provider. For made-to-order goods delivered as approved, chargebacks may be contested.
9. How to request cancellation or report an issue
Email support@pashin.in or contact our Grievance Officer with:
- Order / invoice number
- Reason for request
- Supporting photos (for defect claims)
We acknowledge within 48 hours and resolve or propose next steps within 30 days.