Policy Terms & Conditions

• In accordance with applicable Indian laws, including the Income Tax Act, 1961 and related regulatory requirements, customers may be required to complete identity verification prior to account registration or purchase.
• For transactions of ₹2,00,000 (Indian Rupees Two Lakhs) or more, submission of a valid Permanent Account Number (PAN) is mandatory. The billing details must correspond with the name appearing on the PAN card. Failure to provide valid documentation may result in cancellation or refusal of the transaction.
• Non-Resident Indian (NRI) clients are required to furnish a valid passport, contact number, driving license and hotel/temporary address in India or such identification documents as may be required for compliance and verification purposes.
• Account registration on the Website constitutes a one-time process, enabling access to purchases, services, and personalized client experiences. During registration, customers shall provide accurate personal information and applicable KYC documentation for identity and age verification, fraud prevention, and regulatory compliance.
• Customers accessing the Website from outside India are responsible for ensuring compliance with applicable local laws.
• The Qween reserves the right to request additional documentation, suspend services, or decline transactions where regulatory, compliance, or security requirements are not satisfactorily met.

Registration/eligibility criteria:

• Access to this Website and the purchase of Qween products are reserved exclusively for individuals 18 years of age or older who are legally capable of entering into binding contracts under the Indian Contract Act, 1872.
• Account registration is required prior to completing any purchase or transaction. By creating an account or using this Website, you represent and warrant that you meet the eligibility requirements and that all information provided is accurate and complete.
• Individuals who are legally incapable of contracting, including minors, are not permitted to register, purchase, or transact through this Website.
• Users accessing the Website from outside India do so at their own discretion and are responsible for compliance with applicable local laws. All use of this Website shall be governed by the laws of India.

This policy allows eligible customers to view shortlisted Qween jewellery products live via personalized video consultation with our style consultants, enabling informed purchase or shortlisting decisions.

Eligibility:

• Customers who have shortlisted designs on the Qween website/mobile app and scheduled an appointment via the same platforms.
• Available to verified users in India (18+ years); one consultation per shortlist request, subject to availability.

Process Flow:

• Customer is required to shortlist 2 to 5 designs on the Qween website/mobile app and submit a video consultation request.
• A Style Consultant will connect with the customer via call/email to confirm the date & time to view the shortlisted designs.
• Customer is required to join the scheduled WhatsApp video call; the style consultant will showcase products, answer queries, and note customization requests, if any.
• If the customer needs any further assistance or would like additional support beyond the in-store experience, they are always welcome to reach out to the Q-support team for prompt help and guidance.

Customer requirement:

• Ensure stable internet (min. 2 Mbps) and quiet environment for clear consultation.
• Provide accurate contact details; attend on time.

Privacy & Data:

• We collect name, contact and may be recorded.

Limitations & Liability:

• Products shown "as-is"; colors/lighting may vary in-actual.
• Qween not liable for technical issues, internet failures, or decisions based on consultation.
• Customizations subject to feasibility/charges as applicable.

Support:
For issues, contact Qween support at concierge@qween.com or +91 79772 79772.

These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

• Qween may, at its sole discretion, offer an in-store appointment experience which may include a complimentary chauffeur service to and from the store for selected/eligible customers. Eligibility shall be determined by Qween and may be revised from time to time.

• The chauffeur service (if provided) is available only within the same city limits as the selected Qween store and is subject to vendor coverage, route feasibility, and serviceability as determined by Qween and/or its service provider.

• Chauffeur arrangements are complimentary and facilitated by Qween through third-party service providers and are subject to availability, verification, and prior confirmation. Qween does not guarantee availability of the chauffeur service for any appointment and may cancel the same at any time.

• Appointment requests may be submitted via the Qween website/app or through the Qween Concierge team. Submission of a request does not constitute confirmation; an appointment shall be deemed confirmed only upon explicit confirmation by Qween.

• Upon review of your request, Qween may contact you to confirm (i) the appointment slot and (ii) pickup details, if applicable. You are responsible for ensuring that all information provided is complete and accurate; Qween shall not be liable for issues arising from incorrect or incomplete information.

• Appointment slots and chauffeur availability (if applicable) are subject to operational feasibility, store capacity, and vendor availability. Qween reserves the right to refuse, reschedule, or cancel any appointment and/or chauffeur service without incurring any liability.

• Customers may request rescheduling or cancellation by notifying Qween in advance. In case of late cancellation or no-show, Qween may, at its discretion, decline future appointment requests and/or withdraw eligibility for complimentary services.

• While we strive to provide a seamless experience, Qween may reschedule, modify, suspend, or cancel the appointment and/or chauffeur service due to unforeseen circumstances, including events beyond Qween's control. Qween will endeavour to inform customers in advance where practicable; however, Qween shall not be liable for any resulting loss, cost, or inconvenience.

• If provided, the chauffeur service is strictly limited to point-to-point travel between the customer pickup location and the Qween store for the scheduled appointment (and return). No additional stops, detours, transfers, or third-party passengers are permitted, unless expressly approved by Qween.

• Qween will not be liable for any theft or loss or damage on account of availing the chauffeur service.

• In-store assistance is subject to staff availability and store policies. Qween may require identity verification and/or security checks and reserves the right to refuse entry or service to any person for safety, compliance, or policy reasons.

• Qween reserves the right to amend, suspend, withdraw, or replace this offering and/or these Terms & Conditions at any time, with or without prior notice, at its sole discretion. Qween's decision in this regard shall be final and binding.

These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

• All prices are displayed in INR unless stated otherwise and are inclusive of applicable taxes within India.
• Final pricing is determined on the date of purchase.
• Payments for domestic orders are accepted only in INR via cards, net banking, UPI, and secure gateways. Cash is allowed only for transaction amount less than INR 2lakh.
• International cards used for domestic orders will be charged in INR; currency conversion charges may apply, and passport verification is mandatory.
• Currency conversion rates are applicable as per prevailing exchange rates at the time of transaction.
• Qween not liable for bank delays, forex fluctuations, or customsclearance.
• Orders are confirmed only after successful payment authorization using secure and encrypted payment systems.
• Qween reserves the right to cancel or revise orders in case of pricing errors, with prior customer notification.
• Refunds, if applicable, will be processed in the original payment mode; any applicable deductibles will be deducted from the refundable amount.
• These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

• Promotional offers, discounts, and privileges enhance your shopping experience but are subject to these terms. Promotional offers, privileges, or discounts are applicable only on select designs or collections, unless expressly stated otherwise.
• Certain categories, including coins, solitaires, bespoke creations, or exclusive collections, may be excluded.
• Applicability of discount and offers may vary by channel (online, in-store, or consultation).
• All offers are limited-period privileges and may be modified, extended, or withdrawn at the Qween's sole discretion without prior notice.
• Prices and promotional benefits are dynamic and may change in accordance with prevailing gold and gemstone market rates, inventory updates, or campaign revisions. The final applicable offer shall be determined at the time of billing.
• Offers, vouchers, and promotional benefits are personal, non-transferable, non-exchangeable for cash, and must be redeemed within the specified validity period in accordance with the applicable promotion terms. Combination of multiple offers is permitted only where expressly approved by the Qween.
• The Qween reserves the right to determine eligibility, amend or discontinue offers, and cancel benefits in cases of misuse, technical/system error, suspected fraudulent activity or such other reason as Qween deems applicable. In the event of discrepancies or technical/system errors, the Qween may revise the offer prior to order confirmation, and customers will be given the option to proceed or cancel.
• These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

• Customised Qween jewelleries are items that are not available for immediate delivery from Qween stores.
• Customized Qween jewellery is available only for select items marked as eligible on the product page. Not all products qualify for customization.
• Certain customization requests may be restricted/declined due to design feasibility, technological limitations, commercial impracticality, or misalignment with Qween's quality standards. Eligibility details are provided on the product page.
• A customized order is confirmed solely upon Qween's written approval (via email or order confirmation on the website/app). No order is binding until this step.
• Customized orders are not eligible for immediate delivery from Qween stores as fulfillment of the Customization requests may take longer time to be delivered to the customer. The customers are requested to review the expected delivery date before placing/confirming the order.
• These timeline are estimates only, and may vary due to production, hallmarking (where applicable), supply chain, or logistics issues.
• Cancellation or modification in the order is not allowed after the order status is "Out for delivery".
• Customised final product's look and finish may vary on case to case basis.Final product weight may vary from the billed weight. If material usage (metal/stone) is lower than amount received from customer the difference will be refunded to the customer.
• Delays may arise from unforeseen events (e.g., supply disruptions, regulatory changes etc.). Customers will be notified promptly. Qween is not liable for any losses.
• This policy forms part of the overall Qween terms of sale.
• These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

At Qween, we are committed to delivering your jewellery safely, securely, and on time. All domestic shipments within India are handled through our certified logistics partner, BVC.

Qween offers free shipping on all online orders across India, subject to serviceability of the delivery pincode. Every order is fully insured by Qween from the moment it leaves our facility until it is successfully delivered to you.

Packaging:

All Qween jewellery is securely packed in an exclusive Qween jewellery box along with the relevant certificates and invoice. The package is then sealed in tamper-proof outer packaging to ensure safe transit.

Order Tracking:

Once your order is dispatched, you will receive an email and/or SMS containing your AWB tracking number and a link to track your shipment in real time. You can also track your order from the My Orders section of your Qween account.

Identity Verification (KYC)

For the safe delivery of high-value jewellery, our delivery agent will verify the recipient's identity prior to handover. Please keep one of the following original Government-issued photo identity (photo ID) documents ready:

• Aadhaar Card
• PAN Card
• Passport
• Voter's ID
• Driver's License

The delivery agent may record the ID details for verification before handing over the package. Delivery will not be completed without a valid ID.

Change of Delivery Address

A change of delivery address can be requested only before your order is dispatched. To request a change, please email or call us with your Order ID and the update delivery address. Once dispatched, delivery address changes cannot be accommodated.

Alternate Recipient

If you are unable to receive the order personally, you may authorise a third party to collect it on your behalf by emailing or calling us in advance with the recipient's full name and a copy of their Government-issued photo ID.

Unboxing & Inspection

We strongly recommend the following steps when your order arrives:

• Inspect the outer packaging for any signs of tampering, damage, or resealing before accepting delivery.
• Refuse delivery and contact us immediately if the package appears tampered or damaged.
• Any issue should be reported within 24 hours of delivery . Please do not discard or damage any original packaging until our investigation is complete.

Limitations

• Risk transfers to customer upon delivery acceptance.
• Qween will not be liable for indirect or consequential losses; maximum liability is limited upto order value.
• Qween may cancel/reschedule delivery at its sole discretion.

To report any issue, contact our Customer Care team:

• Email: concierge@qween.com
• Phone: +91 79772 79772

These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

At Qween, we take pride in the craftsmanship and finish of every piece we create. This warranty policy outlines what is covered, what is not, and how to request support—so you can purchase with complete confidence.

Warranty Coverage

All jewellery purchased from Qween includes a 1-year warranty from the date of purchase. The warranty applies to manufacturing defects only and is intended to ensure every piece meets our quality standards.

How to Claim the Warranty

Warranty claims can be processed at a Qween store only. To initiate a claim, customers must provide:

• The complete product, including all components
• The original tax invoice and any relevant certificates
• Alternatively, OTP validation may be used to verify the purchase
• Minor weight variation due to regular wear or polishing is considered normal; however, it must not exceed 2% of the product's original weight.

Replacement & Repair

• If a customer reports a concern within 30 days of purchase, the product may be eligible for replacement, subject to a quality check and approval.
• If the issue can be resolved through repair:
  • We will repair the product wherever feasible.
  • Material cost and applicable GST will be charged to the customer based on the nature of the repair, while labour charges will be covered by Qween under warranty.

Discontinued Designs

If a product cannot be repaired and the design has been discontinued, customers will receive 100% store credit after deducting any offers/discounts availed at the time of purchase, calculated as follows:

• 100% of craftsmanship charges
• Gold, diamond, and gemstone value at the prevailing rate

If any component or part of the product is missing, the value of the missing component will be deducted from the store credit amount.

• Validity of store credit will be 365 days from the date of the issuance, unless otherwise specified by Qween.

What the Warranty Covers

• Manufacturing defects in craftsmanship or setting (for example: loose diamonds or gemstones due to a defective setting, porosity or structural defects, finishing/polishing issues from manufacturing).
• Qween will accept or reject the warranty claim based on its internal Quality Check validation/verification process.

What the Warranty Does Not Cover

The warranty does not apply to:

• Normal wear and tear from regular use
• Surface scratches, oxidation, or rhodium/plating wear
• Damage caused by misuse, accidents, or impact
• Loss of stones due to external force, mishandling, or accidental damage
• Any repairs, alterations, or tampering done by a non-Qween jeweller or service provider.

These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

Eligibility & Timeline

Customers may request a return or exchange within 30 calendar days:

• From the date of delivery for online purchases
• From the date of purchase for in-store purchases

Non-Eligible Products

The following items are not eligible for return or exchange:

• Personalized, customized, or bespoke jewellery
• Jewellery with personalized engraving
• Gold or silver coins and bars
• Products with solitaire diamond/s of 8 and above carats
• Products damaged due to misuse, negligence, wear and tear, or unauthorized repairs
• Items marked as non-returnable or non-exchangeable at the time of purchase

How to Raise a Request

• Requests can be initiated via the Qween website, Qween Store or Customer Support.
• Products should not be returned/exchanged until an official confirmation is received from Qween.
• Customers may choose:
  • Store Drop at a designated Qween store, or
  • Doorstep Pickup, arranged through Qween's logistics partner
• For doorstep pickups, jewellery must be sealed in the tamper-proof packaging provided by the delivery partner.
• Qween and its logistics partners may record photo and/or video evidence during pickup, store drop, and unboxing for quality verification and dispute resolution.

Product Condition & Documentation

• Jewellery must be:
  • Unused and in original condition
  • Free from scratches, dents, resizing, cleaning, alterations, or damage
  • With all stones, tags, serial numbers, and accessories intact
• Products must be returned with the original invoice, certificate, guarantee card, jewellery box, and accessories.

Quality Check (QC)

• All returns and exchanges are processed only after successful Quality Check (QC).
• The returned product will fail QC if it shows signs of:
  • Third-party alterations, resizing, engraving, polishing, plating, soldering, or repairs not authorized by Qween
  • Mismatched or missing hallmark, serial number, or identification
  • Non-Qween or replaced components
  • Evidence of tampering, misuse, or fraud
• If a product fails QC, it will be returned to the customer and no return or exchange will be processed. The customer will be accordingly communicated before dispatching the product.

Return & Refund

• Approved returns are refunded to the original payment method within 3–4 working days after QC approval, subject to banking timelines.
• Cash refunds are not permitted in case of exchange.
• The refund or credit will be equivalent to 100% of the amount paid at the time of purchase.

Exchange Terms

• Exchanges are subject to product availability and QC approval.
• Ring size exchanges are permitted up to ±1 size only.
• Exchange options during the 30-day window include:
  • Online Orders:
    • Ring size exchange (±1 size)
    • Replacement available against all online purchased products
    • Gold colour change permitted
  • Offline Orders:
    • Replacement allowed only against not in-store products that are home delivered
• Exchange timelines may vary based on availability, resizing, or manufacturing requirements and will be communicated accordingly.

General Conditions

• Return and exchange benefits are non-transferable and may be exercised only by the original purchaser.
• Qween reserves the right to reject repetitive, suspicious, or abusive requests.
• Qween may amend, modify, suspend, or discontinue this policy at its sole discretion.

Eligibility

• All Qween jewellery products may be eligible for lifetime buyback or exchange, subject to this policy.
• The product must successfully pass Qween's internal Quality Check (QC) before any buyback or exchange can be processed.
• Products containing a single solitaire diamond exceeding 8 carats are not eligible for lifetime buyback or exchange.

Valuation

• Evaluation Terms:
  • Gold & Platinum: 100% of the metal value of metal weight at Qween's prevailing reference rate on date of exchange.
  • Diamond, Solitaire, Gemstone: 100%(exchange)/90% (buyback) at the applicable rate on date of exchange as assessed
  • Deductions: following may be deducted while calculating the final buyback or exchange value:
    1. Making charges.
    2. Taxes paid at the time of purchase.
    3. Discounts or promotional benefits availed at the time of purchase except reward under Qween's Self Investment Policy (QSIP).
    4. Loyalty points redeemed at the time of purchase.
    5. Vouchers, coupons, or promotional offers used at the time of purchase.
    6. Complimentary items or freebies received with purchase items at the time of purchase.
    7. Missing stones or components w.r.t. the original jewellery.
    8. loss in the gross/metal weight.
    9. any other deduction as considered by Qweens to be applicable on case to case basis.
• Buyback Valuation: Approved buyback amount will be refunded to the customer's bank account basis bank details which will be requested from the customer. The refund processing will be done within 3–4 working days after QC approval, subject to banking timelines.
• Exchange Valuation: Store credit equivalent to the final exchange value will be issued to the customer's Qween account which can be used only to purchase Qween products.
• Validity of exchange store credit will be 365 days from the date of the issuance, unless otherwise specified by Qween.

QC Check

• All returned products must undergo Qween's Quality Check (QC) before valuation and approval.
• The returned product will fail QC if it shows signs of:
  • Third-party alterations, resizing, engraving, polishing, plating, soldering, or repairs not authorized by Qween.
  • Mismatched or missing hallmark, serial number, or identification.
  • Non-Qween or replaced components.
  • Evidence of tampering, misuse, or fraud.
• If the product fails QC, the buyback or exchange request will not be processed and the item will be returned to the customer. The customer will be accordingly notified before dispatching the product back.

Compliance & Due Diligence

• Qween may decline or delay processing if:
  • Customer identity cannot be satisfactorily verified.
  • Ownership or purchase trail of the product is unclear or disputed.
  • The transaction appears suspicious or inconsistent with normal customer behaviour.
  • Processing the transaction may violate applicable laws or compliance requirements.
  • Any other reason which Qween considers appropriate.

General Conditions

• Return and exchange benefits are non-transferable and may be exercised only by the original purchaser.
• Qween reserves the right to reject repetitive, suspicious, or abusive requests.
• Qween may amend, modify, suspend, or discontinue this policy at its sole discretion.
• Qween shall not be liable for any loss, delay, or inconvenience arising out of compliance with applicable legal, regulatory, tax, or internal compliance requirements.

Eligibility

• This policy is applicable to all customers who have made purchase of Qween products.
• Under this policy, the diamond and gemstone rate for any diamond or gemstone-studded jewellery purchased will be protected of its invoiced rate for a period of 5 years from the invoice purchase date.
• The protection will automatically expire at the end of the 5-year period.

Scope of Protection

• This policy only affects the diamond and gemstone rate input used for valuation under Qween's Lifetime Exchange (LTE) and Lifetime Buyback (LTB) policies.
• It does not provide any right to refund, price adjustment, price matching, cancellation, or cash payment, except as expressly provided under Qween's Lifetime Buyback and Exchange policies.

Valuation Method

• The valuation of the diamond or gemstone component will be determined by comparing: the prevailing brand rate of the diamond or gemstones vs the rate used on the purchase date, as stated in the original invoice.
• The valuation will be applied as follows:
  • If the prevailing brand rate has increased: The exchange/buyback valuation will be calculated using the prevailing brand rate effective on the date the LTE/LTB request is accepted for processing.
  • If the prevailing brand rate has decreased: The exchange/buyback valuation will be calculated using the rate used on the purchase date, as stated in the invoice.

Coverage Limitations

• The protection applies only to the diamond and gemstone component value of the product.
• It does not extend to gold, platinum, other metals, making charges, taxes, or any other components of the invoice.

Inspection & Final Valuation

• The valuation of diamonds and gemstones for LTE or LTB is subject to quality inspection and verification of stone weight, quality, and condition.
• The request will be accepted for processing only after the product has been received for inspection.
• Damage, missing stones, alterations, or wear and tear may impact the final valuation.
• The final valuation will be determined solely after Qween's internal verification and assessment, considering the inspection results.

Policy Changes

• Qween reserves the right to modify, suspend, or withdraw the 5-Year Diamond & Gemstone Rate Protection policy at its discretion.

This policy enables customers to personalise their Qween or Non Qween jewellery by engraving desired texts or numeric figures at our stores.

Eligibility & Timeline :

• Engraving is only possible in store and can be done for both Qween and Non-Qween jewellery.
• It is only possible in a few categories (Bangles/Rings) with a minimum thickness of 2.5 mm.
• In Rings maximum of 8 characters & in Bangles maximum of 12 characters are allowed.
• The engraving is done immediately after the billing is completed and full payment is made by the customer.
• Engraving is not chargeable; it's a free service given to the customers.
• Engraved products are not eligible for a 30 days exchange/ return policy.
• The choice of language, font style, text or numbers is given to the customer.
• Engraved products will fall under the Lifetime Exchange / Lifetime Buyback (LTE/LTB) and warranty policy only.

Non eligibility:

• All products except Rings and Bangles with 2.5mm or more of thickness are not eligible for engraving.
• Once engraving process has started it can't be undone, altered, or changed.

How to proceed with the engraving policy?

• Engraving will proceed only if the jewellery meets the eligibility criteria.
• Customers will be requested to write their desired engraving text/numeric figure on paper and confirm the details prior to engraving.
• The engraving will first be demonstrated on a steel sample plate for customer's approval.
• Once the customer confirms the sample, the engraving will be executed on the jewellery piece.
• The engraving process will be carried out in accordance with the standard machine operating procedures of the engraving machine to ensure product safety and quality.
• If the customer requests to stop engraving midway or refuses to accept the product after engraving is completed, the product will be processed only under the Lifetime Exchange / Lifetime Buyback (LTE/LTB) policy of Qween.

For any custom requests, the Qween team will evaluate the feasibility of the requests. The request may be denied if the request is not feasible. These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

About the Plan

Eligible Qween Jewellery means Qween jewellery products eligible for purchase/redeem as specified under the relevant program/policy, as amended from time to time.

The QSIP enables customers to accumulate value through fixed monthly installments and redeem the accumulated amount, along with applicable rewards, exclusively towards the purchase of Eligible Qween Jewellery.

This Plan is a jewellery purchase facilitation scheme only and does not constitute a deposit, savings plan, or financial investment.

Eligibility & Enrolment

• The Plan is available to Indian citizens aged 18 years and above.
• Customers may enrol in-store at Qween stores or through the Qween mobile application/website.
• Valid KYC documentation (PAN/Aadhaar/Passport/Driving Licence) must be submitted at the time of enrolment. PAN is mandatory if the total instalment value exceeds ₹2,00,000.
• Any incorrect or incomplete KYC details may lead to suspension or termination of the subscription of the Plan.
• The Plan account is non-transferable and cannot be assigned to another individual.

Plan Tenure & Instalments

• Customers may choose a 6-month or 10-month Plan.
• Monthly installments start at a minimum of ₹5,000, payable in multiples of ₹1,000.
• The first installment is payable at the time of enrolment. Subsequent installments are due on the same date of each month.
• A grace period of 7 days is provided for each installment.
• Qween does not send payment reminders; timely payment remains the customer's responsibility.

Payment Modes

• Installments may be paid via credit/debit cards, UPI, NEFT/RTGS.
• Cash payments are accepted up to a cumulative limit of ₹2,00,000, in accordance with applicable regulations.
• An installment is considered paid only upon successful receipt/realisation of funds by Qween.

Redemption & Usage

• The accumulated amount may be redeemed only against Eligible Qween Jewellery, which includes:
  • Plain gold jewellery
  • Studded (Diamond studded or Solitaire studded or Gemstone) jewellery
• Gold and silver coins are not eligible to purchase with the accumulated amount under this policy.
• If the invoice value exceeds the accumulated amount, the balance must be paid by the customer.
• If the invoice value is lower, the remaining amount will be retained as Qween store credit and cannot be refunded in cash.

Maturity

• Redemption eligibility will be activated after the payment of the final installment.
• Early redemption does not alter redemption conditions or eligible jewellery.

Rewards & Benefits

Upon successful completion of the Plan, customers receive reward benefits depending on the type of product purchased (plain gold or studded):

If a product/jewellery returned which was bought using QSIP credits within 30 days, the amount will be added back to your Qween account as a voucher for future purchases. The customers enrolled in a ten (10) month Plan will have an option for early redemption after payment of the sixth (6th) installment, subject to pro-rata reward calculation. Rewards may be combined with applicable products, and loyalty offers unless stated otherwise.

Defaults & Early Closure

• If enrolled QSIP plan, then failure to pay the installment for two consecutive months, or voluntary cancellation before maturity, will result in loss of all rewards.
• The accumulated installment amount will be converted into store credit after maturity and will be valid for 365 days from the date of enrollment.
• Missed or delayed payments do not extend the Plan tenure.

Nomination

• The Customer may nominate one nominee under this plan at the time of enrolment. The nominee may use the accumulated plan amount to make purchases with Qween, subject to completion of Qween's verification process for the nominee and/or original account holder.
• QSIP redemption by the nominee can only be done via Qween store and not online.
• If the original account holder is deceased, the nominee must provide the following:
  • A copy of the death certificate of the original account holder as proof
  • A Qween account linked to the nominee's contact number
  • A valid government ID proof matching the nominee details registered under the original plan.
• If the original account holder is alive, the following requirements must be fulfilled:
  • The original account holder must send a written consent email to Qween's official email address
  • The nominee must have a Qween account linked to their contact number
  • The nominee must provide a valid government ID proof matching the nominee details registered under the original plan.
• Only upon successful completion and verification of all the above requirements will the nominee be eligible to redeem the QSIP plan.
• In case the account holder does not nominate any person, any claim(s) made by any other person(s) on behalf of the account holder will not be entertained, unless such person being a legal heir/duly authorized person claiming the benefits under the Plan, shall produce below documents to the Company:
  • Death certificate of the deceased.
  • Succession Certificate.
  • NOC from other surviving legal heirs for redemption.
  • Indemnity undertaking to indemnify Company from any claims.
  • Will / probate (if any)
  • Any other supporting documents and clarifications.

However, the decision of the Company shall be final on sufficiency of any document in all such cases above and the same shall be binding upon the claimants.

General Terms

• The Plan is valid only for jewellery purchased for personal use and not for resale.
• Qween's total liability under this Plan shall be limited to the installment amounts actually received.
• Qween reserves the right to amend, suspend, or discontinue the Plan in accordance with applicable laws.
• Any matters not expressly covered shall be decided at Qween's sole discretion.

Eligibility & Acceptance

• Qween accepts 9kt and above plain gold jewellery, gold bars, and gold coins for exchange.
• Gold purchased from other jewellers is eligible for exchange under this program.
• Studded jewellery, including jewellery containing diamonds, gemstones, or other embellishments, may be accepted only for gold value. The stones will be returned to the customer prior to the melting of the jewellery. Qween shall not be responsible for any loss or damage incurred to the stones/jewellery during the process.
• Qween Assured gold exchange is available only at Qween stores.
• Qween reserves the right to decline any gold item that does not meet its internal quality, purity, or authenticity standards.

Documentation & Ownership

• Customers are required to sign the Qween Assured Gold Exchange Declaration Form confirming their ownership and authenticity of the jewellery.
• Customers are advised to carry the original purchase invoice of the gold which may be requested by the Qween's store team.
• Customers agree to indemnify and hold Qween harmless from any claims, losses, legal actions, or liabilities arising due to incorrect declarations, disputed ownership, stolen items, or incorrect documentation.

Gold Evaluation Process

• Gold will first undergo an initial purity and weight assessment, and an estimated value will be shared with the customer.
• If the customer agrees with the estimate, they must sign a consent and declaration form.
• The gold will then be tested, cut, and/or melted to determine the final purity and net weight defined as per the Qween's in-store melting/testing process.
• Once testing or melting begins, the gold cannot be returned to the customer in any form.
• The valuation estimate is based on the prevailing gold rate.
• The final exchange value will be calculated using the in-store gold rate on the day of exchange.

Compliance & KYC

• KYC means customer identification and verification requirements under applicable law (including PAN/ID requirements) and Qween's compliance processes.
• Submission of a valid PAN card is mandatory if the exchange value exceeds INR 2 Lakh. For exchange value less than INR 2 Lakh, any government ID proof submission is required.
• The PAN/ID proof details must match the customer's identity; failure to meet KYC requirements may result in the exchange being declined or paused.

Store Credit & Usage

• Store Credit means a non-cash credit issued by Qween that is redeemable only in accordance with these Terms.
• The final exchange value will be issued as Qween Store Credit, which can only be used for the purchase of Qween products.
• Qween's Assured Gold Exchange Store Credit:
  • Is non-transferable
  • Can be redeemed only against Qween jewellery
  • Cannot be encashed or used to purchase gold or silver coins
• Store Credit is valid for 365 days from the date of issuance.

General Conditions

• Qween reserves the right to refuse any gold item that fails its internal quality, purity or authenticity checks.
• Once Store Credit is issued or the gold has been processed, the exchange cannot be reversed and the gold cannot be given back to the customer in any form.
• Qween reserves the right to modify, suspend, or discontinue the Old Gold Exchange program at its discretion without prior notice.

Governing Law

• Customer details and exchange transaction records will be collected and maintained as per applicable laws.
• These Terms & Conditions are governed by applicable Indian laws.
• Any disputes shall be subject to the exclusive jurisdiction of courts in Bengaluru, Karnataka.

By participating in or availing any of these programs or services, the customer ("Customer", "you") agrees to be bound by these Terms.

Tier Structure

Customers are enrolled into below loyalty tier, based on their total purchase value during the past 12 months:

Program Eligibility

• Customers who have made at least one successful purchase with Qween in the last 12 months are eligible to participate in the Qween Loyalty Program.
• Loyalty membership and benefits are available only to individual customers and are intended strictly for personal use.

Tier Structure & Validity

• Customers are enrolled into below loyalty tier, based on their total purchase value during the past 12 months:
  • Star: Below ₹2,00,000
  • Icon: ₹2,00,000 – ₹6,00,000
  • Legend: ₹6,00,000 and above
• Tier validity is 365 days, commencing 30 days after the first successful purchase, provided the product is not returned under Qween's 30-day money-back policy.
• Upon expiry, if the qualifying spend threshold is not met, the customer will be moved to the applicable lower tier.

Loyalty Benefits & Privileges

• Based on the assigned tier, customers may enjoy a range of benefits including:
• The rewards and benefits under this loyalty program may vary from time to time and will be offered on a case-by-case basis at Qween's sole discretion. Not all customers may be eligible for every benefit mentioned in the above table. Eligible customers will be informed by Qween pro-actively.

Usage Conditions

• All loyalty benefits, rewards, and privileges are personal, non-transferable, and non-assignable.
• Benefits cannot be exchanged for cash or any alternative consideration.
• Taxes, duties, or levies arising from the use of any loyalty benefit shall be borne by the customer

Misuse, Suspension & Termination

• Any misuse, abuse, incomplete KYC or fraudulent use of loyalty benefits or for such other reasons as Qween at its sole discretion consider, may result in suspension or termination of membership without liability to Qween.
• In case of termination due to misuse, abuse, fraud, or incorrect/incomplete KYC details, Qween may at its sole discretion:
  • Cancel pending or unredeemed benefits
  • Forfeit remaining loyalty privileges, where permitted by law

KYC & Data Privacy

• Qween may collect and process personal data solely for program administration, KYC verification, customer support, fraud prevention, and legal compliance.
• Personal data is handled with appropriate security safeguards and shared only on a need-to-know basis with authorised service providers

Program Modifications

• Qween reserves the right to amend, modify, suspend, or discontinue the Loyalty Program (in whole or in part).
• Continued participation after such changes constitutes acceptance of the revised Terms & Conditions.

For queries, contact us at concierge@qween.com or +91 79772 79772.

Eligibility

• To pre-book a Qween product, the customer is required to pay a minimum advance of 20% of the quoted selling price of the product.
• If the customer wishes to freeze the prevailing gold rate for a future purchase, the customer must pay a minimum advance of 50% of the quoted selling price.
• The gold rate applicable for rate freeze shall be Qween's prevailing gold rate on the date of receipt of the eligible advance amount. Making charges, diamond/stone/gemstone prices, taxes, wastage, hallmarking charges, and delivery charges (if any) shall be fixed as well as on the date of booking.
• Any change in product design, upgrade to a higher-value product, or change in weight, quantity, or specifications shall result in a corresponding revision of the final payable amount, and the customer shall pay any such difference prior to delivery, even if the gold rate has been frozen.
• The advance amount paid towards pre-booking shall be adjusted against the final invoice value at the time of billing.
• The advance amount is specific to the booked product or design and shall not be automatically transferable to another product, unless expressly approved by Qween.
• If the customer fails to complete the purchase within the validity period of 15 days from the date of booking confirmation (or such other period communicated in writing at the time of booking), the order will be auto-canceled.
• Upon such cancellation, the booking amount will be converted to Qween store credit which can be used by the customer for any future purchase of Qween's products. If the customer requests for refund then only the paid advance shall be refunded to the customer.

• All Qween products are eligible for repair and cleaning services, subject to product condition and technical feasibility.
• Customers may avail repair or cleaning services by visiting any Qween store.
• Basic repair and cleaning services may be carried out at the store, subject to assessment by Qween's technical team.
• Depending on the extent and technical complexity of the repair, the product may be sent to Qween's manufacturing unit for servicing.
• Customers will be required to sign an acknowledgment form at the time of product submission, confirming handover of the product for repair or servicing.
• A cost estimate will be provided to the customer, and repair or cleaning work will commence only after customer approval.
• Estimated timelines for repair or servicing will be communicated at the time of submission. Such timelines are indicative only and may vary depending on the nature of the service, availability of materials, logistics, or other operational factors.
• The repair fee will depend on the extent of damage, materials required, labour involved, and applicable taxes.
• Certain repair, restoration, resizing, or modification requests that may compromise the structural integrity, design authenticity, or safety of the product may be declined at Qween's sole discretion.
• Ring resizing or structural modifications may be subject to design limitations. Certain intricate, full-eternity, or delicate designs may not be eligible for resizing or alteration.
• If any additional damage or issues are discovered during the repair process that were not visible at the time of submission, Qween will inform the customer and seek approval for any revised charges before proceeding.
• Qween will take reasonable care while handling, transporting, repairing, or cleaning the product.
• If the product has been previously altered, resized, repaired, or modified by any unauthorized third party, Qween reserves the right to decline repair services or limit liability arising from such prior alterations.
• In cases where stones (including diamonds, solitaires, or gemstones) are missing, damaged, or require replacement, Qween may replace them with stones of similar quality and specifications, subject to availability. Exact matching in shade, size, or characteristics cannot be guaranteed.
• Any replacement components, including clasps, hooks, screws, chains, or other findings, may differ slightly in appearance from the original due to design updates or material availability.
• Unless otherwise requested by the customer at the time of submission and agreed in writing, any replaced parts, stones, or metal components will remain the property of Qween.
• Once the product is repaired or serviced and ready for collection, a Qween representative will contact the customer using the details provided at the time of submission.
• Serviced products must be collected within 7 days from the date of notification. Qween reserves the right to levy reasonable storage charges for delayed collection beyond this period.
• Repair or cleaning services do not constitute a renewal or extension of any product warranty, unless expressly confirmed in writing by Qween.
• Qween reserves the right to amend or update this Repair & Cleaning Policy from time to time without prior notice. The policy applicable at the time of product submission shall apply.
• Customer is required to sign the enclosed acknowledgement form before obtaining this service.

Limitation of Liability

• To the maximum extent permitted by applicable law, Qween shall not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profit, business, opportunity or goodwill, arising out of or in connection with any program or service governed by these Terms. Qween's aggregate liability, if any, shall in all cases be limited to the amount actually paid by the Customer to Qween in respect of the specific transaction giving rise to the claim.

Indemnity

• You agree to indemnify, defend and hold harmless Qween, its directors, employees and representatives from and against any claims, losses, damages, penalties, costs and expenses (including reasonable legal fees) arising out of or relating to: (a) breach of these Terms; (b) any incorrect, false or misleading declaration or documentation provided by you; or (c) any violation of applicable law in connection with your participation in any program or service.

Data Privacy and Recordkeeping

• Qween may collect, use, store and share Customer information for program administration, transaction processing, KYC/QC, fraud prevention, customer support and legal compliance.

Force Majeure

• Qween shall not be responsible for any delay or failure to perform any obligation under these Terms to the extent caused by events beyond its reasonable control, including acts of God, natural disasters, pandemics, war, strikes, governmental actions, failures of telecommunications or payment networks, or supply-chain disruptions.

Severability; No Waiver

• If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Any failure or delay by Qween to enforce any right shall not operate as a waiver of that right.

Amendments

• Qween may amend these Terms or any program/policy. Your Continued participation or availing of services after the effective date of such change constitutes acceptance of the revised Terms or any program/policy.

Governing Law and Jurisdiction

• These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any disputes arising out of or in connection with these Terms.

Acknowledgement

• By participating in any program/policy or availing any service covered by these Terms, you acknowledge that you have read, understood, and agreed to these Terms.