Refund Policy

1. General Refund Policy

Due to the nature of physical precious-metal products and the market-linked pricing applicable to gold and silver, orders may be processed, allocated, packed and dispatched specifically against a customer's confirmed purchase.

Accordingly, refunds are subject to the circumstances described in this Refund Policy, our Cancellation Policy, our Terms and Conditions, and applicable Indian law.

Nothing in this policy is intended to exclude or restrict any consumer right or legal remedy that cannot lawfully be excluded or restricted.

2. Mandatory Unboxing Video Policy

Live, Uncut Unboxing Video Is Required For Delivery-Related Claims

To ensure a secure, transparent and verifiable delivery experience, Kaasmic strongly requires customers to record a continuous, clear and unedited unboxing video from the moment the sealed package is received until the contents have been completely inspected.

For claims relating to missing products, damaged products, incorrect products, tampered packages, missing certificates/invoices, or quantity discrepancies, the unboxing video will be treated as an essential piece of evidence for investigation.

Customers are therefore required to preserve the original unboxing recording and provide it to Kaasmic when submitting such a claim.

3. Unboxing Video Recording Requirements

The unboxing video should:

4. Delivery-Related Claim Eligibility

The following claims should be supported by a valid and continuous unboxing video:

• Missing products
• Damaged products
• Incorrect products
• Tampered packages
• Broken security/tamper-evident seals
• Quantity discrepancies
• Missing certificates or product documentation
• Other discrepancies that could reasonably have occurred during packing or transportation

Kaasmic may request the original video file and other supporting evidence for verification.

The video may be reviewed together with packing records, dispatch records, courier records, product details, invoice information, photographs and other available evidence.

5. Claims Without a Valid Unboxing Video

For delivery-related claims, failure to provide a valid unboxing video may make it difficult or impossible for Kaasmic to independently verify what occurred between delivery and opening of the package.

Accordingly, Kaasmic may decline, reject, or be unable to approve a delivery-related refund, replacement, exchange or compensation claim where the required unboxing evidence has not been provided, subject to applicable law and the circumstances of the individual case.

A claim may be subject to additional investigation where:

• No unboxing video is available.
• The video begins after the package has already been opened.
• The video contains cuts or edits.
• The package is not clearly visible before opening.
• Shipping labels or tamper-evident seals cannot reasonably be identified.
• The contents are not clearly visible.
• The product condition cannot reasonably be verified.
• The submitted evidence is inconsistent or incomplete.

6. Situations Where a Refund May Be Provided

Subject to verification and applicable law, a refund or other appropriate remedy may be available in circumstances including:

7. Market Price Changes

Gold and silver prices may fluctuate due to market conditions.

A subsequent increase or decrease in the market price of gold or silver does not, by itself, create a right to cancel a confirmed order or claim a refund for the difference in market price.

A refund, where applicable, will be determined based on the applicable order, payment and refund terms and not on a subsequent change in the market price.

8. Customer Responsibility After Delivery

Customers are advised to inspect the package at the time of delivery. Where reasonably possible, customers should:

1. Check the outer packaging.
2. Check tamper-evident/security seals.
3. Record the complete unboxing.
4. Verify the product received.
5. Verify the relevant invoice/certificate/documentation.
6. Report any discrepancy to Kaasmic promptly.

Customers should retain the unboxing video and original packaging until the order has been fully verified and any applicable claim has been resolved.

9. Return of Physical Gold and Silver

Where Kaasmic authorizes a return, the customer must follow the return instructions provided by Kaasmic. The product may be required to be returned with:

• Original packaging
• Product security packaging
• Certificate/assay card, where applicable
• Invoice
• Other documents or materials supplied with the product

Kaasmic may verify the returned product, including its identity, weight, purity, condition and other relevant characteristics before determining the applicable remedy.

Customers must not alter, damage, melt, modify, exchange, resell or otherwise tamper with a product for which a refund or replacement claim has been submitted.

10. Refund Processing

Where a refund is approved:

1. Kaasmic will confirm the applicable refund.
2. If a product return is required, the customer must follow the authorized return procedure.
3. Kaasmic may inspect and verify the returned product.
4. Once the refund is approved, it will generally be processed to the original payment method used for the transaction.

The time taken for the refund to appear in the customer's bank account or payment account may depend on the payment gateway, bank or financial institution.

11. How to Submit a Refund Claim

Customers should contact Kaasmic customer support as soon as reasonably possible after identifying an issue. The customer may be required to provide:

• Order ID
• Customer name
• Registered mobile number/email
• Unboxing video
• Photographs
• Product details
• Invoice
• Delivery information
• Description of the issue
• Any other information reasonably required for verification

12. Investigation of Claims

Kaasmic reserves the right to investigate refund, replacement and compensation claims. The investigation may consider:

• Unboxing video
• Photographs
• Product weight
• Product specifications
• Packing records
• Dispatch records
• Courier records
• Delivery confirmation
• Invoice
• Payment records
• Security/tamper-evident packaging
• Other relevant evidence

Kaasmic may take reasonable steps to prevent fraudulent, manipulated or duplicate claims.

13. Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded, restricted or waived under applicable Indian law.

14. Policy Updates

Kaasmic may update this Refund Policy from time to time to reflect changes in our products, services, business practices or applicable laws.

The updated policy will be published on the Kaasmic website with the revised effective date.