Shipping Policy
Shipping of your order from www.guyal.com is very safe, secure and hassle free. All our products are insured during transit by an insurance company.
Every package of our product purchased from www.guyal.com will reach your doorstep in a tamper-proof, durable packing. Our courier partners are . We will dispatch through any of these courier partners depending upon their serviceability of the shipping address.
Shipping Charges:
Regular shipping is FREE OF COST across India. For the cost of Express Shipping, please refer to the checkout page.
Delivery Stipulations
The customer needs to enter the correct details of consignee / recipient name (as stated in their photo identification issued by the Government of India) with complete address, nearby landmark, pin code and contact number for hassle-free delivery. As the product reaches the destination, at the time of delivery, the recipient will have to provide any of the below-mentioned photo identity proofs in original to collect the product:
Passport
PAN Card (Only valid if photograph is present)
Driving License
Voter ID
We ensure that delivery is made only after checking the identity proof of the recipient and only once the courier agent is satisfied with, and confirms the same. To make sure that the delivery is safe and secured, the courier agent will note down details of the recipient's identity proof. During this process, the receiver is expected to cooperate with the agent by providing original copies of the identity proof used for identification.
High-Value Orders:
For orders above Rs 2 lakhs, the customer needs to provide a PAN card. If the said PAN card is not available, Form 60 will be given to the customer and it should be filled and signed by the customer.The Form 60 should be supported with a self-attested copy of a government-issued address proof like passport, Voter ID, Adhaar card or driver's license.
Delivery Location:
Orders can be delivered only to the consignee's / recipient’s residential or work location. The delivery of the orders cannot be done at any public places like mall, hotel, restaurant, hostel, on the street, at a landmark, etc. We do not deliver to PO Box addresses. If at all the recipient is unavailable during the time of delivery, the courier company will try to make 3 attempts to deliver the product. In case you are still not reachable / available, the same will be returned to our facility.
Change in Shipping Address:
- Customers can check the status & track their orders by logging in to the "My Account" section of the website. - If the customer wants to change the shipping address, they should send an email to wecare@guyal.com. Shipping details can even be changed at the customer’s end. Once the order is created, customers can change the shipping address only till the time the order is shipped from our facility. Once the status of the order shows as "shipped", no changes will be possible to the shipping address. Guarantee of the delivery of the product is subject to the terms and conditions of the courier company. Any kind of discrepancy in the details of the receiver will result in non-delivery of the product. Guyal.com holds the right to change this policy at any time without prior notice. In the event that any changes are made, the revised policy shall be posted on this website.
Shipment Discrepancy
After receiving your order, we advise you to carefully inspect the condition of the product. If you notice any damage to the product, identify a short or over-shipment, or suspect that part of the shipment has been lost, please contact Guyal's customer service department within 72 hours by calling at +91-22-6964-7103 and sending an email to wecare@guyal.com.
Damaged ProductsIf you receive a damaged parcel or product, please contact Guyal's customer service department within 72 hours by calling at +91-22-6964-7103 and sending an email to wecare@guyal.com. Do not damage or discard the parcel or product. Our investigation team will investigate the complaint once we receive it by email and take appropriate action. If you fail to report the incident within 72 hours of receiving the parcel, we will not accept responsibility for the damages, and no refund or complaint will be entertained.
Missing ProductsWe urge you to inspect the parcel's condition before accepting it and ensure you report any issues within 72 hours of receiving the parcel. Please contact Guyal's customer service department within 72 hours by calling at +91-22-6964-7103 and sending an email to wecare@guyal.com if you encounter any issues. Our investigation team will immediately look into the matter and provide a resolution within 7 working days. If you fail to report any issues within the specified time frame or do not follow the recommended inspection process before accepting the parcel, we will not be able to entertain any complaints.
Non-receipt of an orderAt the time of dispatch, we provide the tracking ID of the shipment to the customer's registered email ID. Thereon, it is the customer's responsibility to track the shipment and check for any updates. Once the shipment is delivered, we send a delivery confirmation to the registered email ID. If you do not receive the parcel physically after receiving our email, please contact Guyal's customer service department by calling at +91-22-6964-7103 and sending an email to wecare@guyal.com within 72 hours. Our investigation team will promptly address the issue and provide a resolution within 7 working days. However, please note that failure to report any issues within the specified time frame will result in us not being able to entertain any complaints. We will also not be able to issue any refunds to customers in case of any chargebacks raised to the bank without following the above process.
Cancellation Policy
In case of any discrepancy, we have the right to cancel any of the orders. A few reasons for cancellation from our end usually include limitation of the product in the inventory, error in pricing, error in product information, etc. In rare cases, we also have the right to ask for additional customer information for security reasons, for the purpose of accepting orders. We will be sure to notify you in case your order is cancelled partially or completely, or if any extra data is required for the purpose of accepting your order.
Once you place the order, it can be cancelled from your end before the product is dispatched. On receiving the cancellation request for a "ready-for-shipping" product, we refund the amount through the same mode of payment (source account) within 10 working days. In case of cancellation, pre-dispatch cancellation fees of 2% will be levied and balance 98% will be refunded back to the account.
We don’t accept cancellation for Smart Buy (make to order) or customised jewellery products. In case customer wants the money back or wants to exchange it with other product(s), making charges and stone charges of the ordered product will be deducted from the payment and balance will be refunded back to customer account within 10 working days or will be adjusted against the exchanged product(s).
If in case the amount is deducted from a customer's account and the transaction has failed, the same will be refunded back to the source account within 72 hours.
Refund Policy
If the customer wishes to return our product, he/she can do so within 72 hours of receiving delivery. We will ensure that the entire amount is refunded to the customer’s account within 10 working days after receiving the returned product at our address. The below-mentioned conditions are applicable for a refund:
If the customer does not like our product, he/she can send the product back to us within 72 hours. We will refund the entire amount back to the customer's account within 10 working days.
You can find the registered address on www.guyal.com and the refund will be applicable only if the product is shipped to our registered address within 72 hours of receiving delivery.
To initiate return, we would send a ‘Return Packaging Kit’ to the customer to pack the product in such packaging and hand over the same to the courier. The whole reverse pick-up procedure would take at least 7-10 working days. The customer is also advised to note down the courier airway bill number.
This refund is subject to quality confirmation by our skilled quality assurance team and on verification that the packaging of the same is complete with all the documents like insurance certificate, original invoice and product certificate.
The 72-hour refund policy is not applicable for gold coins, silver articles, gold rakhi and for products ordered with specific indications like smart buy (Make to Order), customization, engraving, personalised, gift cards, purchase using promotion code or by discount coupon.
Privacy Policy
We set high standards for secured transactions and adherence to information privacy. Please note that our privacy policy is subject to change at any point in time without any prior notice.
We request that you refer to the below-mentioned terms of our privacy policy
Personal information that is collected
We usually collect personal information like name, email id, contact number and other such details during the registration process i.e., while setting up an account on guyal.com. While you can browse a few sections of our website without registering on guyal.com, you will not be able to place an order. We use your contact details so that we can intimate you about any purchases made, special offers which are based on the previous orders, and also, offers that depend on your interest.
Use of information
We make use of the personal details provided to process service requests like troubleshooting problems, collection of fees, for important surveys, and for providing priority information on various offers. We also collect and analyse the demographic and profile data about user activity on our website. We make sure to identify and use the IP address for diagnosing problems on our website.
Security precautions
Our site is completely secure, and has strict security measures in place. As a result, we help in protecting the user from any loss, alteration, or misuse of information in our possession. If you want to change your access to your personal account information, we provide you a secure server environment to affect those changes. Once the information is with us, we adhere to stringent security guidelines and protect the same against unauthorised access.
Option to opt-out
guyal.com provides each user the option to opt out of promotional and marketing-related services from us on behalf of our partners, after you set up an account.
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