Exchange/Shipping and delivery
1. Enhanced Shipping & Delivery: Industry Standard
Premium jewelry brands typically operate on a "security-first" logistics model.
Insurance: For orders above ₹10,000, you are using a professional carrier (e.g., BlueDart, FedEx). Always ensure these shipments are "Shipment Value Insured." This is standard industry practice to protect against theft or transit damage.
The "Unboxing" Standard: To protect against "empty box" fraud (where a customer claims an empty box was delivered), require a continuous, uncut unboxing video as a prerequisite for any damage or missing item claims. This is a common requirement in the Indian fine jewelry e-commerce space.
Delivery Disclaimer: Always include: "Estimated delivery dates are based on carrier projections and are not guaranteed. MKOJ is not responsible for transit delays due to courier operational issues, strikes, or force majeure events."
2. International Export Policy (Risk Mitigation)
Exporting fine jewelry carries high regulatory risk. Industry standards for small-to-medium businesses are strict to avoid financial loss.
"Duty Unpaid" (DDU) Model: Explicitly state that you sell on a DDU basis. The customer is the "Importer of Record."
Policy Language: "All international orders are shipped DDU (Delivered Duty Unpaid). The customer is responsible for all local import duties, customs fees, and taxes mandated by their country. Failure to pay these fees resulting in the return or destruction of the package will result in no refund to the customer."
No Returns/Exchanges: This is standard for international jewelry exports. Due to cross-border documentation and tax complexities (GST refunds/drawbacks), it is industry-standard to make all international sales Final Sale.
Exchange Policy (MKOJ)
At MKOJ, every piece is handcrafted with precision. Because each item is carefully made to order or inspected before dispatch, we do not offer refunds. We are, however, committed to your satisfaction and may facilitate an exchange for a different size or style, provided the request meets our quality and authenticity criteria.
1. The "Exchange Only" Rule
No Refunds: All sales are final. We do not provide monetary refunds under any circumstances.
Discretionary Exchange: Exchanges are not guaranteed. They are permitted only at the sole discretion of MKOJ, based on the validity of the customer's reason and the condition of the item.
2. What Qualifies as a "Genuine Reason"?
To be considered for an exchange, your request must fall under one of the following "Genuine" categories:
Manufacturing Defect: The item arrived with a structural flaw (e.g., loose setting, faulty clasp).
Incorrect Item Received: The product received does not match the specifications of the order placed.
Size/Fit Issues: (Applies only if specifically approved by our team upon request within 24 hours of delivery).
Note: Change of mind, personal preference regarding color/shade (which may vary slightly due to the nature of natural stones), or minor variations inherent in handcrafted jewelry are not considered valid grounds for exchange.
3. Strict Exchange Conditions
To be eligible for an exchange, the product must meet the following:
Unworn Condition: The item must be in its original, unworn, and pristine condition.
Tamper-Proof Tag: The original MKOJ branded tag must remain attached. If this tag is cut or removed, the item is strictly ineligible for exchange.
Evidence: For any manufacturing defect, you must provide a clear, uncut unboxing video and high-resolution photos via our [Contact Page].
4. The Exchange Process
Initiation: Contact our support team within 24 hours of delivery.
Review: Our quality team will review the provided video/photo evidence. MKOJ reserves the right to approve or deny the exchange based on this review.
Return Shipping: If approved, the customer is responsible for shipping the item back to our facility. We recommend using a trackable, insured courier service.
Inspection: Upon receipt, our master jeweler will inspect the item. If it shows signs of wear, misuse, or tampering, the exchange will be denied, and the item will be returned to the customer at their expense.
Replacement: Once approved, we will issue a credit for the exchange or ship the replacement piece.