At Saint Jod, we deeply value our customers and strive to provide
exceptional service and high-quality handcrafted jewelry. However, we
understand that disputes may arise from time to time. This policy outlines our
structured and transparent approach to resolving any disagreements in a fair
and timely manner.
General Scope
This policy applies to:
● All transactions conducted on the Saint Jod platform
● Issues related to product quality, delivery, cancellations, refunds,
and more
● Any misunderstanding or conflict arising during the purchase, delivery,
or post-sale process
Our objective is to maintain trust and satisfaction by handling disputes
efficiently and with care.
Types of Disputes Covered
Disputes covered under this policy may include, but are not limited to:
Product Discrepancies
● Incorrect item received
● Damaged or defective products
● Items not matching the product description or specifications
- Delivery Issues
● Non-receipt of the order
● Significant delays beyond the promised delivery window - Payment Concerns
● Overcharging or incorrect billing
● Refunds not processed within the stated timeframe - Policy Misinterpretation
● Misunderstandings about the cancellation, return, or refund policies
- Steps to Resolve a Dispute
Step 1: Contact Customer Support
Customers must reach out to our Customer Support Team and provide:
● Order Number
● Detailed description of the issue
● Supporting evidence, such as photos of the product or payment
confirmation
Step 2: Internal Investigation
● Our team will initiate a thorough investigation of the dispute
● We may contact the customer for additional information or
clarification
● Investigations are typically completed within 7 business days
Step 3: Proposed Resolution
After the investigation, one of the following actions may be offered:
● Replacement of the product
● Refund to the original payment method
● Store credit for future purchases
- Timeline for Resolution
We aim to resolve all disputes quickly:
● Acknowledgment of the issue: Within 24 hours
● Investigation: Completed within 7 business days
● Final Resolution: Communicated within 3–5 business days after
investigation - Escalation of Disputes
If a customer is not satisfied with the initial resolution:
● The matter can be escalated to our Dispute Resolution Team
● The team will reassess the case and provide a final decision within
10 business days
- Settlement Process
Mutual Agreement
We prioritize resolving disputes amicably through open communication and
mutual understanding.
Third-Party Mediation
If no agreement can be reached internally, the customer may opt for
third-party mediation. Costs for mediation will be shared equally, unless
agreed otherwise.
Legal Recourse
If all other avenues fail, the matter may be taken to a legal authority under
the applicable jurisdiction in India.
- Disputes Related to Custom Orders
● Custom or personalized jewelry orders are generally
non-refundable and non-cancellable
● However, quality or defect-related concerns will be addressed
case-by-case, based on evidence provided - Customer Responsibilities
To assist in a smooth and fair resolution process, customers are expected to:
● Provide truthful and accurate information during the dispute filing
● Cooperate fully with our support and investigation teams
● Follow the timelines and procedures stated in this policy
- Company’s Responsibilities
Saint Jod is committed to:
● Handling every dispute with urgency and professionalism
● Maintaining transparency throughout the resolution process
● Striving for customer satisfaction wherever possible
- Policy Updates
This policy may be updated from time to time to reflect changes in our
practices or legal requirements. Customers are encouraged to check this
page regularly for the latest version.
