# Return Eligibility

Thank you for shopping with (Zarnush Trading Pvt. Ltd.). (hereinafter referred to "The Company" as ) We truly appreciate your trust in our products and strive to make every experience smooth and satisfying.

Products sold by us will not be exchanged under any circumstances. The policy for return and refund shall be on the terms and conditions mentioned herein.

We accept return requests for eligible products within 24 hours of receiving your parcel. It is mandatory to record a clear, continuous unboxing video from the moment you open your sealed package. This video serves as proof for any claim of damage or

missing item.

Without a proper unboxing video, no return or refund request will be accepted.

Please note, no number of emails or Direct MsMessages can't override this policy, as the process is technically detailed and extending this period increases the risk of logistical errors for both the client and our team.

1. Conditions for Return & Refund

The product can be returned only under any of the fallowing circumstances, but not otherwise, on production of provides-valid proof of purchase or payment receipt.
The product received is different from the one ordered.
The product was damaged or lost during shipping.
Customers will not be eligible for return or refund under any circumstances other than those listed above.

2. How to Initiate a Return To begin the return process:
Email us at contact@goldenquartz.studio within 24 hours of receiving your order. You will receive from us an email for return of the product and only there upon you may initiate the return shipping.
Include the following details in your email: Order ID
Full details of the products)
Proof of purchase (such as payment receipt or order confirmation screenshot)
A proper end-to-end unboxing video
Reason for return
Return requests sent through WhatsApp, calls, or social media Direct MsMessages will not be valid request.
Customers are required to ship the products) back to our office at their own cost with proper and secure packaging. We recommend using a reliable, trackable courier service.
The Company does not arrange return pickups, as there is a risk of product loss during reverse transit.
You will be issued a ticket number for every complaint that you may make. Please quote the Ticket Number for continuity in tracking you complaint. The complaint can be made to our Nodal Officer at the email address kashmira@goldenquartz.studio. 

3. Return Shipping

Customers are responsible for let return shipping cost. Please ensure the item is securely packed to avoid damage during transit. The Company is not liable for items lost or damaged during return shipping. We will not approve any request for refund if the returned products) is found to be used, damaged, or missing in one or more parts.

If you are required to arrange a return, please ship the products to the following address: Golden Quartz - The Crystal Hub (Zarnush Trading Pvt. Ltd.) Ground Floor, Flat No. 7, Khorshed Abad, Plot No. 658, Katrak Road, Dadar Parsee Colony, Next to Zoroastrian Co-op. Bank Ltd., Dadar, Mumbai - 400014. Please ensure that the returned products reaches us within 10 days from the date you are notified to arrange the return. You must also email us the valid courier tracking details once the parcel has been dispatched. Kindly note, all returned products must be unused, undamaged or in the condition it was received, and in the same condition and packaging as originally received. The Company reserves the sole right to approve or reject any return or refund request. Our decision regarding the acceptance or rejection of a claim shall be final and binding.

4. Inspection & Processing

Once we receive the returned item(s), our team will carefully inspect them to verify their eligibility as per our return policy. If your return is approved, a refund will be initiated to your original payment method. Please note: Return courier deductions of R200-7250 may apply. Replacements or exchanges are not provided, _refunds are the only resolution available upon approval. Payment gateway and platform charges (if applicable) are non-refundable, as they are billed directly by the respective service providers. For transparency, the following charges apply: , Shopify platform fee: 2%.
These charges are non-refundable and will be deducted from the final refund amount where applicable.

6. Refund Timeframe

Approved refunds will be processed within 5-7 business days after inspection.
Depending on your bank, UPI, or payment gateway, additional time may be required for the refund to reflect.

7. Non-Returnable Items

Certain items are not eligible for return or refund, including (but not limited to):
Customized or personalized products. Items clearly marked as non-returnable or non-refundable. Products priced above Rs10,000, unless damaged or defective upon delivery (with proper end to end unboxing video).
Products purchased during sale, discount, or promotional offers.
Health and personal care items including but not limited to face rollers Gua Sha tools, Bath Salts, and similar products. Festive or seasonal sale items. 

Please note: We will only refund the amount equivalent to the value of the returned products) not the total purchase value. Shipping and return shipping charges will be applicable and non-refundable.

8. Damaged, Missing, or Defective Items

Please record a complete end to end unboxing video when opening your parcel this is mandatory for any damage, defect, or missing item claim.

Such issues must be reported to contact@goldenquartz.studio within 24 hours of delivery.

Claims raised after 24 hours or without proper video proof will not be accepted. We take great care in checking and securely packing every order, making it highly unlikely for any product to be missing or damaged in transit. 

However, to validate any claim of missing or damaged items, we require a complete unboxing video showing the parcel being opened from start to finish. Without a proper unboxing video. claims for missing or damaged products will not be eligible for refund. Once verified, a refund will be processed accordingly. Replacements are not offered.

9. Orders Lost or Delayed in Transit

If you receive a delivery notification but haven't received your parcel, please contact us within 24 hours at contact@goldenquartz.studio. We will coordinate with our logistics partner to investigate and resolve the issue at the earliest.

10. Offer Validity

All promotional offers, gifts, or discounts are valid only during their active period. Orders placed before an offer goes live are not eligible for retrospective benefits. Cancellations and re-orders made solely to avail of an offer will not be honoured. This rule ensures fairness for all customers and smooth order processing.

# Cancellation of Order

If you wish to cancel your order, please email us at contact@goldenquartz.studio with your Order ID, product details, and the reason for cancellation, requests sent through WhatsApp, calls, or social media DMs will not be considered.

If your order has not yet been shipped, we will cancel it and issue a refund after the required deduction as per different platform fees. 

Refunds usually take 7-10 working days to reflect in your account.

If your order has already been shipped, we cannot cancel it from our end. You may refuse delivery when it reaches your address. Once the product is returned to us, we will inspect it. If it is unused and in its original condition, and fulfils our return policy, we will process your refund after deducting from the final refund amount applicable : PayU,Pay Pal: 5.19% (inclusive of GST). Shopify platform fee: 2%. forward and return shipping charges.

# Customer Satisfaction

At Golden Quartz, your satisfaction is important to us. Even if your order doesn't qualify for a refund or return, we value your feedback and will always strive to improve our service and product quality.

# Contact Us

For any queries, support, or return requests, please reach out to us: Email: contact@goldenquartz.studio requests sent through WhatsApp, calls, or social media Direct Messages will not be considered.

Company: Golden Quartz (Zarnush Trading Pvt. Ltd.)

Note: This policy is subject to change without prior notice. Please refer to our website for the most updated version of our Refund & Returns Policy.