Policy Terms & Conditions

“Qween”, “we”, “our” or “us” means Tanzior Jewels Private Limited, operating Qween-branded stores, website, mobile applications, platforms and other sales channels in India.

Please read these terms and conditions (“Terms”) carefully before accessing or using our platform or purchasing anything from us. By accessing our platform, placing an order or participating in any program or purchasing anything from us, the customer (“Customer”, “you”) agrees to be bound by these Terms and warrants that Customer is legally competent to contract.

Any new features, tools or services which are added by Qween shall also be subject to these Terms. You can review the latest version of the Terms at any time on this page.

We reserve the right to update, change or replace any part of these Terms by posting updates or changes to our platform. Your continued use of or access to the platform following the posting of any changes constitutes acceptance of those changes.

• In accordance with applicable Indian laws, including the Income Tax Act, 2025 and related regulatory requirements, Customers may be required to complete identity verification prior to account registration or purchase. Qween may request for additional documentation as specified below.
• For a single transaction or series of transactions aggregating to INR 2,00,000 (Two Lakhs) or more, submission of a valid Permanent Account Number (PAN) is mandatory and must be completed before the transaction is processed. For transactions below INR 2,00,000 (Two Lakhs), Qween may, at its discretion, request the customer to submit a PAN or any other government-issued identity document accepted as an officially valid document for verification purposes. Qween may reject, cancel, or withhold processing of any transaction if the customer fails to provide the required documents or if Qween is unable to verify the customer’s identity to its satisfaction.
• 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 as requested by Qween.
• 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 Qween mobile application/website from within or outside India do so at their own risk and are solely responsible for ensuring compliance with applicable Indian laws and regulations applicable in their country or territory of residence or access. Qween makes no representation that app/website, its content, or its products comply with the laws, regulations, or requirements of any jurisdiction outside India.
• Qween reserves the right to request additional documentation, suspend services, or decline transactions at any time where regulatory, compliance, or security requirements are not satisfactorily met.
• The Customer is solely responsible for maintaining the confidentiality of their account credentials, including login identifiers and passwords.

Registration/eligibility criteria:

• Access to this Qween mobile application/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 Indian law.
• By creating an account, you represent and warrant that: (a) you are 18 years of age or older; (b) you are legally capable of entering into binding contracts; and (c) all information provided at registration is accurate, complete, and current (d) you are agreeing to the Qween’s “Terms of Use” and “Security & Privacy policy”.
• Individuals who are legally incapable of contracting, including minors, are not permitted to register, purchase, or transact through this app/website. Qween reserves the right to suspend or close accounts found to violate this requirement.
• Customers accessing the app/website from outside India acknowledge that: (a) they do so at their own discretion and risk; (b) they are responsible for compliance with applicable Indian laws; and (c) these Terms are governed by Indian law.

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.

This policy allows eligible Customers to view shortlisted Qween jewellery products live via personalized video consultation with our style consultants.

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 at least 1 (one) design on the Qween website/mobile app and submit a video consultation request or they can reach out to the Q-concierge/store team to schedule the consultation.
• A style consultant will connect with the Customer via call/email on the contact details voluntarily provided by the Customer as part of the request for video consultation, 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, from the Customer, if any.
• For any further assistance Customers may reach out to the Q-concierge team.

Customer requirement:

• Ensure stable internet (min. 2 Mbps) and quiet environment for clear consultation.
• Provide accurate contact details and attend the video consultation call on time.
• Qween shall not be obligated to reschedule or provide an alternate slot if the Customer fails to attend the pre-scheduled video consultation.

Privacy & Data:

• We collect name and contact details (including WhatsApp-linked phone number) as part of the video consultation request.
• You also hereby agree and acknowledge that you would be voluntarily providing your contact details mentioned hereinabove and agree to receive communications of product details and offers to you.
• All Customer data collected shall be processed in compliance with the applicable data protection laws.
• Please refer to our Privacy Policy for further details on how we process your personal data.

Limitations & Liability:

• Products shown "as-is"; color shade/lighting/perceived size and texture, appearance may vary from the actual product due to multiple reasons including but not limited to lighting, screen resolution, or other technical factors.
• Qween will not be liable for any interruption, delay, failure, distortion, or limitation in the video consultation caused by internet connectivity, customer device settings, third-party platforms, or other technical factors outside Qween’s reasonable control.
• To the extent permitted under applicable law, Qween’s liability arising specifically from or in connection with a video consultation shall be limited to the invoice value of the product purchased by the customer directly pursuant to such video consultation. Nothing in these Terms shall exclude or limit any liability that cannot be excluded or limited under applicable law, including any mandatory rights or remedies available to a customer under applicable consumer protection laws.

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 designated store for selected/eligible Customers. Eligibility is determined basis eligibility criteria as prevailing on the date of conversation with our team via phone or email.

• The chauffeur service (if provided) is available exclusively 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 designated service provider, at its sole discretion.

• Chauffeur arrangements are complimentary and facilitated by Qween through empanelled third-party service providers 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 without incurring any liability whatsoever.

• Appointment requests may be submitted via the Qween website or mobile application or through the Qween Concierge team at concierge@qween.com or +91 79772 79772. By submitting the request, you confirm that you are voluntarily providing your personal details and explicitly authorise us to contact you using such details for determining eligibility and confirming the store appointment and to facilitate chauffeur arrangements. 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 responsible or liable for any issues, delays or cancellations arising from incorrect or incomplete or misleading information.

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

• Customers may request rescheduling or cancellation by notifying Qween 4 hours in advance from the booking time.

• 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, damage or inconvenience howsoever arising.

• 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.

• Chauffeur services must be booked at least 24 hours in advance. Requests made with less than 24 hours’ notice may be accepted subject to availability. Once the chauffeur reaches the customer’s pickup location, the standard waiting time will be 15 minutes. If the customer is delayed beyond this period, the appointment may be cancelled.

• Qween will not be liable for any theft or loss or damage on account of availing the chauffeur service. All claims with respect to service deficiency or any civil or criminal complaint against the chauffeur service shall lie directly on the relevant Chauffeur service provider, and Qween shall provide all reasonable assistance to the Customer in case of any such complaints.

• In-store assistance is subject to staff availability and prevailing store policies. Qween may require identity verification and/or security procedures 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, conclusive 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 unless stated otherwise.
• Final pricing is determined on the date and time of purchase.
• Payments for domestic orders are accepted only in INR via cards (debit/credit), net banking, UPI, and other secure gateways as made available by Qween in store or on its app/website. Cash is allowed only for domestic transactions with a final bill amount of less than INR 2,00,000 (Two Lakhs).
• International cards used for domestic orders will be charged in INR; currency conversion charges may apply, and passport verification shall be mandatory for such purchases.
• Currency conversion rates are applicable as per exchange rates determined by Qween at the time of transaction. The relevant banks and payment service providers facilitating the transaction may deduct / charge additional payment and conversion service charges from the customer’s payment instrument. The Customer is advised to check with their bank or payment service provider regarding any such additional charges / deductions.
• Qween shall not be liable for bank delays, forex fluctuations, or clearance.
• Orders are confirmed only after successful payment authorization using secure and encrypted payment systems and receipt of funds.
• Qween reserves the right to cancel or revise orders in case of pricing errors, with prior customer notification.
• Refunds, if applicable, will be processed by the appropriate payment mode, subject to applicable deductions 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, bonuses, price benefits, cashback, vouchers, credits, or other monetary incentives (“Monetary Benefits”), and privileges, rewards, access rights, experiential benefits, services, or other non-monetary incentives (“Non-Monetary Benefits”) are intended to enhance the customer’s shopping experience and are subject to these Terms and any offer-specific conditions communicated by Qween. Unless expressly stated otherwise, Monetary Benefits and Non-Monetary Benefits are applicable only on select designs, products, collections, services, or customer categories, as determined by Qween at its sole discretion.
• Certain product categories, including coins, solitaires, bespoke creations, or exclusive collections, may be specifically excluded from Monetary and/or Non-Monetary benefits at Qween’s discretion.
• Applicability of Monetary and/or Non-Monetary benefits may vary by channel (online, in-store, or consultation). Customers are advised to enquire with in-store personnels or Qween’s customer care available at: concierge@qween.com or +91 79772 79772 regarding applicability and terms of any benefits.
• All Monetary and/or Non-Monetary benefits are available for a limited-period and may be modified, extended, or withdrawn at the Qween’s sole discretion without prior notice.
• Prices and associated Monetary Benefits are dynamic and may change in accordance with prevailing gold and gemstone market rates, inventory or campaign revisions. The final applicable offer shall be determined at the time of billing.
• Monetary and/or Non-Monetary benefits are issued to the registered account holder only and cannot be transferred, gifted, or shared with others. Vouchers must be redeemed by the account holder in a single transaction and are non-refundable and non-exchangeable for cash. The validity period will be clearly stated in the promotion details. Combination of multiple offers is permitted only where expressly approved by the Qween.
• Qween reserves the right to determine eligibility for Monetary and/or Non-Monetary benefits and to amend or discontinue such benefits at any time including in cases of suspected misuse, technical/system error, fraudulent activity or such other reason as Qween deems applicable. In the event of discrepancies or technical/system errors, Qween may revise the offer prior to order confirmation, and Customers will be given the option to proceed or cancel their purchase.
• 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 products that are not available for immediate delivery from Qween stores and is available only for select products marked as eligible for customization on the product page. Not all products qualify for customization. Customers are advised to review the product page carefully prior to placing an order.
• Please note that customization services are offered at the sole discretion of Qween and do not constitute an enforceable right by the Customer.
• Certain customization requests may be restricted/declined due to reasons such as design or technical infeasibility, technological or production limitations, commercial impracticality, or unviability or misalignment with Qween’s quality or hallmarking standards. Customization eligibility details will be provided on the product page.
• Upon selecting the available customizations for an eligible product, Qween will provide the revised price of the product, exclusive of applicable taxes and inclusive of all applicable customization charges.
• Customized orders are not eligible for immediate delivery from Qween stores as fulfillment of such Customization requests may take longer time to be delivered to the Customer. The Customer is requested to review the expected delivery date before placing/confirming the order.
• These timelines are estimates only, and may vary due to production, hallmarking (where applicable), supply chain, or logistics issues or any factors beyond Qween’s reasonable control.
• Once an order is confirmed, no modification to the order will be permitted. If the customer wishes to make any changes, the customer must cancel the confirmed order, where cancellation is available, and place a new order with the updated requirements. Cancellation will not be permitted once the order status changes to “Shipped from warehouse” or any later stage.
• Customised final product’s look and finish may vary on case to case basis. Final product weight may vary from the billed weight. If the actual material usage (metal/stone) is lower than the amount charged at the time of order, the difference will be refunded to the Customer. If actual material usage exceeds the amount by more than 5% of the original product value charged due to design modifications or production requirements, Qween will notify the Customer in advance and obtain approval before proceeding. Any additional costs will be charged separately. Delays may arise from unforeseen events (e.g., supply disruptions, regulatory changes etc.). Customers will be notified promptly of such delays. Qween is not liable for any losses in this regard.
• All designs, patterns, templates, artwork, and creative concepts developed or utilised by Qween in connection with customisation services are and shall remain the exclusive intellectual property of Qween. The Customer shall acquire no intellectual property rights in such designs by virtue of placing a customised order.
• 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 in a timely manner. All domestic shipments within India are handled through our authorised logistics partner as we may appoint from time to time.

Qween offers free shipping on all online orders within India, subject to serviceability of the delivery pin code (which will be communicated at the time of placing the order). Every order is insured by Qween from the time it leaves our facility until it is successfully delivered to you. Once successfully delivered and you acknowledge receipt, all liabilities in respect of possession, custody and safeguarding of the product shall solely be yours.

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-evident outer packaging to ensure safe transit.

Order Tracking:

Once your order is dispatched, you will receive an email and/or SMS and/or whatsapp to the contact details voluntarily provided by you at the time of placing the order. 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. You may be required to produce the following original Government-issued photo identity (photo ID):

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

You understand, acknowledge and agree that the delivery agent may capture the identity details for verification before delivering the package, and delivery may be refused or withheld if valid identity document is not furnished. By placing an online order for delivery, you consent to voluntarily provide such valid ID details and agree that the delivery agent may take photographs of the ID prior to delivery for identity verification purposes.

Change of Delivery Address and cancellation

A change of delivery address or cancellation can be accepted only before order is dispatched from our warehouse. To request an address change or cancellation, please email or call us with your Order ID and the updated delivery address, as applicable. Once dispatched, delivery address changes or cancellations cannot be accommodated.

The product may be returned to Qween’s facilities if the product remains undelivered after reasonable efforts have been made by our logistics partners, and the order may be treated as cancelled upon such returns. Upon such returns due to unsuccessful delivery, or cancellation by the Customer prior to dispatch, the amount paid by you for the purchase shall be refunded by the appropriate payment method within 5-7 working days, subject to applicable banking or payment gateway timelines.

Alternate Recipient

If you are unable to receive the order personally, delivery may be completed through OTP verification using the original contact number registered with the order. In special cases, if a third party is required to collect the jewellery on your behalf, Qween may require you to inform us in advance by email or phone and provide the recipient’s full name and a copy of their government-issued photo ID. You confirm that you have obtained all necessary consents and authorizations from such alternate recipient for Qween to process their personal details, including contact details and photo ID, for the purpose of delivering the ordered product(s) to them.

Unboxing and Inspection

We strongly recommend the following steps when your order arrives:

• Inspect the outer packaging carefully for any signs of tampering, damage, or resealing before accepting the package.
• If the package appears tampered or damaged refuse delivery and contact us immediately.
• Any issue should be reported within 24 hours of delivery. Please retain all original packaging, certificates and invoice materials until our investigation is complete and matter is resolved.

Limitations

• Risk in the product transfers to customer upon taking the delivery package.
• Qween will not be liable for indirect, incidental, special or consequential losses; and our aggregate liability, if any, shall be limited to the invoice value of the relevant order.
• Qween has the right to cancel, delay or reschedule delivery at its sole discretion with prior intimation to the Customer. In the event of cancellation of the delivery by Qween, the amount paid by the Customer shall be refunded by the appropriate payment method within 5-7 days, subject to banking and payment gateway timelines.

For any delivery-related queries or to report any issue, please 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, the courts in Bengaluru, Karnataka shall have exclusive jurisdiction over any dispute 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.

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
• OTP validation to verify the purchase and original purchaser
• Minor weight variation due to regular wear or polishing is considered normal; however, it must not exceed 2% of the product’s original weight
• Such other documents as Qween may reasonably request.

Replacement & Repair

• If a customer reports a manufacturing defect within 30 days of purchase, Qween will conduct a quality check. If the defect is confirmed, the product will be replaced or repaired at no cost to the customer.
• Claims reported after 30 days will be assessed on their merits and at Qween’s discretion. Qween will conduct a quality check and determine eligibility for repair, replacement, or Qween Store Credit.
• If the manufacturing defect 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 if the product is under warranty.
  • If no material (gold, silver, stone) is required for the repair, the Store Team will repair it free of cost after it passes Basic Checks. Stone till 10 cents/stone will be covered by Qween in case of missing stones.

Discontinued Designs

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

• 100% of craftsmanship charges charged at the time of purchase, and
• Gold, diamond, and gemstone value at the prevailing market rate as adopted by Qween and communicated to the Customer

• If any component or part of the product is missing at the time the claim was filed, the value of the missing component will be deducted from the Qween Store Credit.
• Validity of Store Credit will be 365 days from the date of the issuance, unless otherwise specified by Qween. Please refer to the Credit page in your profile for information of eligible Qween Store Credit usage, expiry and redemption.

What the Warranty Covers

• Manufacturing defects in craftsmanship or setting will be limited to the following defects, where such defect is determined by Qween to have arisen from the manufacturing process:
  • weak or faulty joints or soldering issues;
  • loose diamond or gemstone setting;
  • defective clasps or locks;
  • porosity or metal integrity issues;
  • prong failure or breakage; and
  • finishing or polishing defects.
• For clarity, defects or damage arising from wear and tear, mishandling, impact, unauthorized repair, alteration, resizing, improper use, storage conditions, or any other customer-related or external factors will not be treated as manufacturing defects.
• 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 of Qween-branded jewellery purchased from a Qween-branded store or platform (with a valid and genuine invoice) within 30 calendar days from the date of delivery/product handover to the customer.

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 or mobile application, or by reaching out to the Qween Store or Customer Support accessible at concierge@qween.com or +91 79772 79772.
• 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. You hereby expressly consent to such photography/videography upon raising such a request.

Product Condition & Documentation

• Jewellery must be:
  • Unused and in original condition
  • Free from scratches, dents, resizing, cleaning, alterations, and/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 given in the original packing.

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:
  • 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, the request will be rejected and the product 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 by the appropriate payment method within 5-7 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 shall be permitted at the discretion of Qween
  • Offline Orders:
    • Replacement allowed for not in-stock products purchases from store 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-branded jewellery products are eligible for lifetime buyback or exchange after 30 days from the date of delivery, subject to the terms of 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 at the time of exchange.
  • Diamond, Solitaire, Gemstone: 100% (exchange)/90% (buyback) at the applicable rate at the time of exchange as assessed by Qween.
  • The following shall 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 Plan)
    4. Any Monetary Benefits (as defined in the Qween Discounts and Offers Policy) (i.e., vouchers, coupons, or promotional offers) used at the time of purchase
    5. Complimentary items or freebies received with purchase items at the time of purchase
    6. Missing stones or components with respect to the original jewellery
    7. loss in the gross/metal weight
    8. any other deduction as considered by Qween 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 5-7 days after QC approval, subject to banking timelines.
• Exchange Valuation: Qween 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: Qween Store Credit will be valid for 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:
  • 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

• Eligible Claimants: Lifetime Buyback (“LTB”) and Lifetime Exchange (“LTE”) may be exercised only by the original purchaser, an authorized agent of the original purchaser acting under a valid power of attorney, a documented gift recipient with the original invoice and the original purchaser's written consent, or the legal heir or estate representative of the original purchaser, subject to Qween's verification process.
• Where LTB or LTE is sought following the death of the original purchaser, Qween may require the claimant to provide the death certificate of the original purchaser, succession certificate, no-objection certificates from other surviving legal heirs for redemption, an indemnity undertaking in favour of Qween against any claims, will or probate documents, if any, and any other supporting documents or clarifications that Qween may require.
• Qween may also require PAN, other government-issued identity documents, KYC documents, the original invoice, product certificates, and any other documents or confirmations it considers necessary to verify the eligible claimant, the original purchaser, the product, and the claim for LTB or LTE. Qween may process, reject, withhold, or defer any LTB or LTE request if the documents provided are incomplete or unsatisfactory, if there is any dispute or competing claim, or if Qween is otherwise unable to verify the claimant's eligibility in accordance with its applicable policies and standard operating procedures.
• 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 only applies to the diamond (solitaire or non-solitaire) and gemstone rate input used for valuation under Qween's Lifetime Exchange (“LTE”) and Lifetime Buyback (“LTB”) policies.
• This policy is applicable to all Customers who have made purchase of Qween products.
• Under this policy, the diamond (solitaire or non-solitaire) and gemstone rate for any diamond (solitaire or non-solitaire) 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

• It does not provide any right to refund, price adjustment, price matching, cancellation, or cash payment, except as expressly provided under Qween's LTE / LTB 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 versus the rate used on the purchase date.
• 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.

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 inspection, verification of stone weight, quality, and condition and the applicable purchase and exchange terms.
• 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 services are available only for requests initiated and completed in Qween stores. Engraving can be performed on both Qween and non-Qween jewellery, subject to eligibility criteria below.
• Engraving is available only on rings and bangles with a minimum thickness of 2.5 mm.
• For rings, maximum of 8 characters and for bangles, maximum of 12 characters would be entertained for engraving, subject to discretionary acceptance by Qween.
• Accepted engravings will be carried out as soon as reasonably practicable after billing is completed and the customer has made full payment toward the purchase of the product. For eligible engraving services offered free of charge by Qween, no separate engraving fee will be payable.
• Engraved products are not eligible for an exchange/ return under Qween’s standard 30-day return or exchange policy.
• The choice of language, font style, text or numbers shall be at the Customer’s discretion, subject to technical and craftsmanship limitations as shall be communicated by Qween at the time of request.
• Engraved products purchased from Qween will continue to be covered under the Lifetime Exchange / Lifetime Buyback (LTE/LTB) and warranty policy of Qween.
• Qween reserves the right to decline any engraving request that contains content which is, in Qween’s assessment, offensive, obscene, defamatory, unlawful, or contrary to public policy.
• Qween does not assume any responsibility for the accuracy, legality, or appropriateness of the content chosen by the Customer for engraving. The Customer shall bear sole responsibility for ensuring that the engraved content does not infringe upon any third-party intellectual property rights, trademarks, or applicable laws.
• Qween shall not be held liable for any damage to or alteration of the jewellery piece arising from inherent characteristics of the material, unforeseen technical limitations, or any pre-existing defects in the jewellery.
• Qween’s liability in respect of the engraving service shall, in all circumstances, be limited to the re-performance of the engraving service on a comparable piece, at Qween’s sole discretion, and shall not extend to any consequential, incidental, indirect, or special damages.

Non eligibility:

• All other products, including rings and bangles below 2.5 mm thickness, are not eligible.
• The Customer hereby understands, acknowledges and agrees that once engraving process has started on request by the customer, it cannot be undone, altered, modified or changed.

How to proceed with the engraving:

• Qween shall proceed with engraving only if the jewellery meets the eligibility criteria and after successful suitability assessment by Qween.
• Customers will be requested to provide their desired engraving text/numeric figure in writing and confirm the details before submission of paper.
• The engraving will first be demonstrated on a steel sample plate for the Customer’s review and approval.
• Once the Customer confirms the sample in writing, the engraving will be executed on the jewellery piece.
• The engraving process will be carried out in accordance with the standard operating procedures of the engraving equipment to ensure product safety and quality.
• If the Customer requests to stop engraving midway or refuses to accept the product after engraving is completed Qween shall not be responsible for any resulting loss or dissatisfaction. In such cases 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 at the discretion of Qween. 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 QSIP Plan

• Eligible Qween Jewellery means Qween-branded jewellery products eligible for purchase/redemption as specified under the relevant program/policy, as amended from time to time.
• QSIP Plan 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.
• The QSIP Plan is a jewellery purchase facilitation scheme only based on advance payment for goods and does not constitute a deposit, chit fund, prepaid payment instrument or wallet, savings plan, or financial investment, and is not regulated by any financial sector regulator in India.
• Customers are advised that participation in the QSIP Plan does not create any debt, liability, or financial obligation on the part of Qween beyond the delivery of Eligible Qween Jewellery against the accumulated store credit. Rewards are discretionary and may be modified or withdrawn at any time by Qween.

Eligibility & Enrolment

• The QSIP 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, platform or other sales channels of Qween where the QSIP Plan is offered.
• Valid KYC documentation (PAN/Aadhaar/Passport/Driving Licence or any other government ID proof accepted as an officially valid document) must be submitted at the time of enrolment. PAN is mandatory if the total instalment value is equal to and above INR 2,00,000 (Two Lakhs).
• Any incorrect or incomplete KYC details may lead to suspension or termination of the subscription of the QSIP Plan.
• The QSIP Plan account is non-transferable and cannot be assigned to another individual.

Plan Tenure & Installments

• Customers may choose a 6-month or 10-month Plan.
• Monthly installments start at a minimum of INR 5,000 (Five Thousand), payable in multiples of INR 1,000 (One Thousand).
• The first installment is payable at the time of enrolment. Subsequent installments are due on the same date of each consecutive month.
• A grace period of 7 calendar days is provided for each installment.
• Qween may send payment reminders to customers beginning 7 days prior to the relevant installment due date. Such reminders are provided only as a customer convenience, and timely payment of each installment remains the customer's responsibility.

Payment Modes

• Installments may be paid via credit/debit cards, UPI, NEFT/RTGS or such other payment methods/channels as may be provided on Qween's online or offline channels for the QSIP Plan.
• Cash payments are accepted up to a cumulative limit of INR 1,99,999 per Customer, in accordance with applicable regulations. Cash may be received by a designated and authorised person of Qween at a Qween-branded store.
• 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.
• If the Customer does not redeem the accumulated and unredeemed amount within 365 days from the enrolment date, he/she will be refunded the unredeemed amount in INR corresponding to the instalment amounts paid by him / her ONLY via bank transfer. Qween Store Credits credited as bonuses or promotions will not be eligible for such refund.

Maturity

• Redemption eligibility will be activated after 1 (one) month from the payment of the final installment.

Rewards

• Upon successful completion of the QSIP Plan, Customers shall receive a reward depending on the type of product purchased (plain gold or studded), as stated below:

• If any product or jewellery purchased using Qween Store Credit is returned within 30 (thirty) days in accordance with Qween's Return/Exchange Policy and successfully passes Qween's quality check, the amount originally redeemed through Qween Store Credit and reward amount for such purchase will be re-credited to the customer's Qween Store Credit account as a voucher for future purchases. The value re-credited will not be recalculated based on any subsequent change in gold rates or product value, and Qween will not be liable for any increase or decrease in such value. Products that do not meet the applicable return conditions, including requirements relating to condition, use, damage, alteration, packaging, invoice, certification, or quality check, may be rejected or processed in accordance with Qween's Return/Exchange Policy.
• Such rewards may be combined with applicable Monetary Benefits (as defined in the Qween Discounts and Offers Policy) (i.e., product offers and loyalty offers) unless stated otherwise.

Defaults, Early Closure & Cancellation

• If you are enrolled in the QSIP Plan, then failure to pay two consecutive installment on or prior to the date of installment (accounting for the grace period), or voluntary cancellation before maturity, will result in loss of all rewards.
• Upon such default, the installments actually received till such date shall be converted into Qween Store Credits and shall be eligible to be redeemed against Eligible Qween Jewellery within a period of 365 days from the date of enrolment.
• Missed or delayed payments do not extend the tenure of the QSIP Plan.
• The Customers will have the option for early redemption after completion of 3 months from the date of enrollment, and the reward calculation on such early redemption will be as per mentioned in the below table. The customers can reach out to the Q-concierge/Store team to raise early redemption requests.

• If the customer wants to cancel or redeem before maturity of the plan, then they will have to send request email to concierge@qween.com or call on +91 7977279772

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 KYC and verification process for the nominee and/or original account holder.
• Redemption of the QSIP Plan by the nominee can only be done via Qween store in-person and not online.
• A new Qween account shall be created in the name of the nominee and the accumulated instalment amount along with any applicable bonus under the Plan will be credited to the nominee's Qween Account, which will be redeemable by the nominee within 365 days of enrolment in the Plan by the original Customer.
• If the original Customer is deceased, the nominee must provide the following:
  • A copy of the death certificate of the original Customer as proof
  • A Qween account linked to the nominee's contact number
  • A valid government ID proof (as required by Qween) 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 at concierge@qween.com.
  • The nominee must have a Qween account linked to their contact number
  • The nominee must provide a valid government ID proof (as required by Qween) 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 original Customer does not nominate any person, any claim(s) made by any other person(s) on behalf of the original Customer will not be entertained, unless such person being a legal heir/duly authorized person claiming the benefits under the QSIP Plan, produces 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 as may be required by Qween.

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 QSIP Plan is valid only for jewellery purchased for personal use and not for resale.
• Qween's total liability under the QSIP Plan shall be limited to the installment amounts actually received from the Customer.
• Qween reserves the right to amend, suspend, or discontinue the QSIP Plan in accordance with its commercial requirements and 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 subject to these Terms and applicable law.
• 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 solely on the basis of its net gold content value, excluding the weight of any embellishments. Where practicable 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 or breakage 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 or compliance checks or documentation requirements.

Documentation & Ownership

• Customers are required to sign the Qween Assured Gold Exchange Declaration Form confirming their absolute, lawful and unencumbered ownership, authority to submit the items and authenticity of the jewellery.
• Customers are encouraged to carry the original purchase invoice for the gold, where available, as it may help facilitate ownership verification. If the original invoice is not available, Qween may request other reasonable documentation or information to verify ownership before proceeding with the transaction.
• Customers agree to indemnify and hold Qween, its affiliates, directors, officers, employees and agents harmless from any claims, losses, legal actions, or liabilities, penalties and costs arising due to incorrect/false declarations, disputed ownership, stolen items, or incorrect documentation or statutory violation.

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 accepts the estimate, Customer must sign a consent and declaration form, in the format prescribed by Qween.
• Qween will assess the gold in accordance with its applicable in-store evaluation process to determine the final purity and net weight. Where available and requested by the customer, Qween may provide a record of the purity assessment.
• Once testing, cutting or melting begins, the gold cannot be returned to the Customer in any form and the Customer acknowledges that the process is irreversible.
• The valuation estimate is based on the prevailing gold rate, which will be duly informed to the Customer at the time of providing the estimate.
• The final exchange value will be calculated using the prevailing in-store gold rate on the day of gold submission.

Compliance & KYC

• KYC means Customer identification and verification requirements under applicable law (including PAN/identity verification requirements) and Qween's compliance processes.
• Submission of a valid PAN card is mandatory.
• The PAN/ID proof details must match the customer's identity. Any failure to meet KYC requirements shall result in the exchange being declined until appropriate KYC requirements are fulfilled by the Customer.

Qween Store Credit & Usage

• Qween Store Credit means a non-cash, non-interest-bearing credit issued by Qween that is redeemable only in accordance with these Terms and only against eligible products.
• The final exchange value will be issued as Qween Store Credit, which can only be used for the purchase of eligible Qween products.
• Qween's Assured Gold Exchange Store Credit:
  • Is non-transferable, non-refundable, and cannot be encashed or redeemed for cash or any cash equivalent
  • Can be redeemed only against eligible Qween jewellery
  • Cannot be encashed or used to purchase gold or silver coins
• Qween Store Credit is valid for 365 days from the date of issuance, after which any unredeemed Qween Store Credit will lapse, and no refund, cash payment, or cash equivalent will be payable, except where specifically required under applicable law.
• Qween may require successful KYC checks and PAN or other officially valid ID verification before issuing, permitting redemption of, or processing any legally mandated refund in respect of Qween Store Credit.

General Conditions

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

Governing Law

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

Program Eligibility

• Customers who have made at least one successful purchase with Qween in the preceding 12 months are eligible to participate in the Qween Loyalty Program.
• Loyalty membership and benefits are available only to individual Customers and are 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 INR 2,00,000
  • Icon: INR 2,00,000 – INR 6,00,000
  • Legend: INR 6,00,001 and above
• Tier validity is 365 days, commencing 30 days after the successful purchase that qualifies the minimum spend value for the respective tier, provided the product is not returned under Qween's Return/Exchange Policy.
• Qween may send the Customer a 60-day notice of upcoming tier expiry via email and/or SMS. However, Qween is not obligated to send such reminders.
• Within the date of expiry of a particular loyalty tier, if the qualifying spend threshold is not met, the Customer will be moved to the applicable lower tier.

Loyalty Benefits

• Based on the assigned tier, Customers may enjoy a range of loyalty benefits including:

* The benefits under the Qween 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 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, incorrect/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, in compliance with applicable laws and shared only on a need-to-know basis with authorised service providers. Please refer to our Privacy Policy for more details regarding our processes and policies relating to handling of your personal data.

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.

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 on the date of such pre-booking.
• 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 on the date of such freeze.
• The gold rate applicable for rate freeze shall be Qween's prevailing gold rate on the date of receipt of the eligible advance amount, as intimated to the Customer. Making charges, diamond/stone/gemstone prices, wastage, hallmarking charges, and delivery charges (if any) shall be fixed as well as on the date of booking. The rate of taxes shall be as per the prevailing tax rates on the date of final purchase.
• 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 as the date of the booking confirmation. In case of a downgrade to a lower-value product, the excess amount shall be adjusted against the revised order value or refunded to the Customer in Qween Store Credits.
• 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, to do so the request is to be informed and validated by Qween.
• If the Customer fails to complete the purchase within the validity period of 15 days from the date of pre-booking / rate freeze confirmation (or such other period communicated in writing at the time of booking), the advance booking will be auto-cancelled.
• 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 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.
• Any damaged or replaced parts, stones, or metal components removed during repair, servicing, or replacement will remain with Qween, unless the customer requests their return at the time of submission and Qween agrees to such request, at its sole discretion.
• 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 sent from the Qween for the collection of the repaired jewellery. 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 may 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 net amount actually received by Qween for the specific transaction under dispute excluding statutory taxes.

Indemnity

• You agree to indemnify, defend and hold harmless Qween, its affiliates, directors, officers, employees, agents 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. Please refer to our Privacy Policy for more information on how we process your personal information.

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.

Grievance redressal

• Tier 1: Store-Level Grievance (0–15 days)

  Customer may submit any complaint in relation to any of Qween's products or services to the store manager (write email to grievances@qween.com).

  Store manager shall acknowledge within 48 (forty-eight) hours and shall provide their response on a best effort basis within 15 (fifteen) days. Where the nature of the complaint requires additional time, the store manager shall communicate the expected resolution timeline to the Customer.

• Tier 2: Corporate Escalation

  If Tier 1 of grievance redressal fails or if Customer is dissatisfied with the response provided, Customer may escalate their grievance to Qween's Customer Care: concierge@qween.com or +91 79772 79772.

  Qween shall assign a case manager and provide a substantive response within 30 days of receipt of the escalation. In the event the Customer remains dissatisfied, the Customer may approach the appropriate Consumer Commission under the Consumer Protection Act, 2019.

Governing Law and Jurisdiction

• These Terms shall be governed by and construed in accordance with the laws of India. Subject to applicable law, any dispute, controversy, or claim arising out of or in connection with these Terms, including any question regarding their existence, validity, interpretation, performance, breach, or termination, shall be referred to and finally resolved by arbitration in accordance with the Arbitration and Conciliation Act, 1996, as amended from time to time.
• The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties. If the parties are unable to mutually appoint the sole arbitrator, the arbitrator shall be appointed in accordance with the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be Bengaluru, Karnataka. The venue of arbitration shall be Bengaluru, Karnataka, unless otherwise determined by the arbitrator. The arbitration proceedings shall be conducted in English. The arbitral award shall be final and binding on the parties.
• Subject to the foregoing arbitration agreement and applicable law, the courts at Bengaluru, Karnataka shall have exclusive jurisdiction over any proceedings seeking interim or conservatory relief, appointment of the arbitrator, challenge to or enforcement of the arbitral award, or any other proceedings arising out of or in connection with the arbitration, as well as any matter that is not capable of being referred to arbitration.

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.