Return & Exchange Policy – New Dhar Jewellers

Last Updated: October 1, 2026

At New Dhar Jewellers, every piece of gold, platinum, and silver jewellery is handcrafted with meticulous precision and undergoes rigorous hallmarking and quality checks before leaving our Kolkata facility.

Due to the custom nature of precious metals, daily market rate fluctuations, and strict hygiene standards, New Dhar Jewellers follows a strict NO RETURN and NO REFUND Policy once an order has been successfully delivered.

1. No Return & No Refund Policy

1. Final Sale: All purchases made through newdharjewellers.com or directly at our Kolkata showroom are considered final sales.
2. Non-Returnable Categories:
3. All 22KT, 18KT, and 9KT Gold Jewellery (including Necklaces, Chains, Noa, Pola, Shankha, Shelly, and Earrings)
4. Platinum & Fine 925 Sterling Silver items
5. Customized, engraved, or made-to-order pieces
6. Items purchased during promotional sales, clearance offers, or special festive schemes

2. Exceptions: Damaged, Defective, or Incorrect Items

We take complete responsibility for your shipment until it reaches your hands. In the rare event that your item arrives physically damaged, manufacturing-defective, or different from what you ordered:

Requirements for Eligible Replacement/Exchange:

1. Unboxing Video Mandatory: You must record a continuous, unedited Unboxing Video starting from showing the sealed outer parcel, the shipping label, and the opening of the box to inspect the item inside.
2. 24-Hour Reporting Window: You must report the issue to our customer support team within 24 hours of delivery by emailing care@newdharjewellers.com or WhatsApping +91 98305 32789 along with your Order ID and the unboxing video.

Resolution Process:

1. Once our quality assessment team verifies the video and issue, we will organize a reverse pickup for the defective item at no extra cost to you.
2. Upon receiving and inspecting the returned item at our Kolkata store, we will send you a brand-new replacement of the same product.
3. Refunds will only be processed if an exact replacement for a verified damaged piece is completely out of stock.

3. Order Cancellations & Tampered Packaging

1. Cancellations: Orders can only be canceled within 2 hours of placement (or before dispatch). Once shipped or in production (for custom orders), cancellations are not accepted.
2. Tampered Delivery: If the outer courier packaging appears torn, opened, or tampered with upon arrival, DO NOT ACCEPT the delivery. Reject the parcel with the delivery agent and inform us immediately.

4. In-Store Exchange & Gold Buyback

While online purchases are non-returnable, customers looking to exchange or upgrade their gold in the future can visit our physical showroom under standard gold exchange guidelines:

1. All hallmarked gold items purchased from New Dhar Jewellers can be brought to our Kolkata showroom for exchange or buyback, evaluated at the prevailing daily live market gold rate, subject to standard testing and melting deductions.

5. Contact Customer Support

If you have any questions or require clarification regarding our Return & Exchange Policy, please reach out to us:

Customer Care Call / WhatsApp: +91 81003 98997, +91 90731 39661, +91 98301 15876, +91 81002 32789

Email: care@newdharjewellers.com

Support Hours: 10:00 AM – 8:30 PM IST (Daily)

Kolkata Showroom Address:

New Dhar Jewellers

64/1, Bidhan Sarani Rd, Ramdulal Sarkar St,

(Near Hedua Park), Kolkata, West Bengal - 700006