Refund policy
Effective Date: 08/10/2026
At MD Silver, we take care in selecting, crafting, inspecting and preparing every creation before it reaches you.
We understand that purchasing a silver creation online requires confidence. This Return & Exchange Policy explains when a product may be returned or exchanged and how to request assistance.
This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy and Refund & Cancellation Policy.
1. WHEN CAN A PRODUCT BE RETURNED OR EXCHANGED?
A return or exchange request may be considered where the product received is:
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Damaged during delivery
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Incorrect or different from the product ordered
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Defective
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Materially different from the description provided on the website
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Missing an essential component or item included with the order
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Otherwise eligible under applicable law or the specific product policy
2. REPORTING DAMAGE OR AN INCORRECT PRODUCT
If you receive a product that is damaged during delivery, visibly compromised, or different from the product ordered, please contact MD Silver within 36 hours of delivery.
Please provide:
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Order number
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Customer name
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Contact number
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Description of the issue
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Clear photographs of the product
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Photographs of the outer packaging
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Photographs of any visible damage
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Unboxing video, where available
An unboxing video is strongly recommended, particularly for high-value orders, but the absence of an unboxing video will not by itself determine whether a legitimate claim is accepted.
We may request additional information where reasonably necessary to investigate the claim.
3. REPORTING A VERIFIED DEFECT
If a product develops or is found to have a manufacturing defect or other material defect, please contact MD Silver within 10 days of receiving the product.
Please provide:
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Order number
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Description of the defect
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Clear photographs
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Video, where reasonably necessary
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Any other information reasonably requested by MD Silver
MD Silver will assess the reported issue and communicate the appropriate next steps.
Nothing in this section limits any consumer rights available under applicable law.
4. DAMAGED PACKAGE
If the package appears visibly damaged, opened or tampered with when delivered, please:
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Photograph or record the package before opening it, where reasonably possible.
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Retain the original packaging.
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Inform MD Silver within 36 hours of delivery.
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Provide photographs or video of the package and product.
Please do not discard the packaging until the matter has been resolved.
Where appropriate, MD Silver may coordinate with the logistics partner to investigate the shipment.
5. WRONG PRODUCT RECEIVED
If you receive a product different from the one ordered, please contact us within 36 hours of delivery.
After verification, MD Silver may arrange an appropriate resolution, which may include:
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Replacement with the correct product
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Exchange
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Return and refund
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Another appropriate remedy
The resolution will depend on product availability and the circumstances of the case.
6. DEFECTIVE PRODUCT
If a product appears to have a manufacturing defect or other material defect, please contact us within 10 days of receiving the product.
MD Silver will review the product and determine the appropriate resolution based on the nature of the defect.
Depending on the circumstances, this may include:
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Repair
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Replacement
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Exchange
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Refund
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Another appropriate remedy
Nothing in this section is intended to exclude or restrict any remedy available under applicable law.
7. PRODUCTS THAT ARE HANDCRAFTED
Certain MD Silver creations may be handmade, hand-finished, carved or individually crafted.
Minor variations in:
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Texture
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Finish
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Carving
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Pattern
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Weight
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Dimensions
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Surface characteristics
may occur from one creation to another.
Such characteristics may be inherent to the craftsmanship and will not automatically constitute a defect or reason for return.
Where a variation is material to the product's description or expected specification, the matter may be reviewed separately.
8. CHANGE-OF-MIND RETURNS
Because MD Silver products may be precious-metal, handcrafted or individually prepared creations, change-of-mind returns are not automatically available for every product.
Where a particular product or collection is eligible for a change-of-mind return, the applicable return period and conditions will be clearly stated on the relevant product page or at the time of purchase.
If no such return option is expressly provided, returns will generally be considered for eligible cases such as damage, defect, incorrect product, material misdescription or other circumstances required under applicable law.
9. PRODUCTS THAT MAY NOT BE ELIGIBLE FOR RETURN OR EXCHANGE
Subject to applicable law, certain products may not be eligible for ordinary return or exchange because of their nature.
This may include products that are:
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Customised or personalised
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Made specifically against a customer's request
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Altered at the customer's request
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Specially commissioned
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Clearly identified as non-returnable on the product page
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Used, damaged or altered after delivery due to customer handling
Where a product is non-returnable or subject to special return conditions, this will be communicated before purchase wherever reasonably possible.
Nothing in this section excludes remedies that cannot lawfully be excluded.
10. CONDITION OF PRODUCTS FOR RETURN
Where a return is approved, the product should generally be returned:
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In its original condition
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Unused
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With the original packaging
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With certificates, cards, tags or other documentation supplied with the product
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With all accessories or components supplied with the order
The product should be adequately protected during return shipping.
A product may not qualify for return or exchange where it has been materially altered, damaged through customer use, or otherwise changed after delivery, except where the issue relates to a defect or circumstance for which MD Silver remains responsible under applicable law.
11. PURITY CARDS, CERTIFICATES AND PRODUCT DOCUMENTATION
Where a product is supplied with a purity card, certificate, authenticity document, invoice, identification details or other documentation, such documentation should be returned along with the product where a return is approved.
Product-specific purity or fineness information will be provided according to the applicable creation.
12. RETURN APPROVAL
Submitting a return request does not automatically mean that the return has been approved.
MD Silver may review:
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Order details
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Product condition
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Photographs or video
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Packaging
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Product specifications
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Applicable product policy
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Circumstances of the claim
Once the assessment is completed, we will communicate the next steps to the customer.
13. RETURN SHIPPING
Where the return is due to an issue attributable to MD Silver, such as an incorrect product, verified manufacturing defect or damage during delivery, MD Silver will generally arrange or bear the reasonable return shipping cost, subject to the circumstances of the case.
Where a return is permitted for another reason and the relevant product or offer terms specify that the customer is responsible for return shipping, those terms will apply.
No customer will be charged a return fee where doing so would be inconsistent with applicable law.
14. INSPECTION OF RETURNED PRODUCTS
Returned products may be inspected after receipt.
This inspection may include verification of:
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Product identity
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Condition
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Purity-related documentation, where applicable
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Packaging
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Accessories
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Damage
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Signs of use or alteration
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Whether the returned product corresponds to the product originally supplied
This process helps protect both the customer and MD Silver from incorrect returns, accidental product mix-ups and fraudulent claims.
15. REFUNDS AFTER AN APPROVED RETURN
Where a refund is applicable, the refund will be processed according to our Refund & Cancellation Policy.
The refund method and processing timeline may depend on:
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Payment method
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Payment gateway
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Product inspection
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Applicable refund conditions
Customers will be informed when the refund process has been initiated.
16. EXCHANGE
Where an exchange is approved, the replacement product will be subject to availability.
If the same product is unavailable, MD Silver may offer an appropriate alternative, refund or other resolution depending on the circumstances.
Any difference in price for an alternative product will be communicated to the customer before proceeding.
17. SILVER PRICE CHANGES AND RETURNS
For products whose underlying value is affected by changes in the market price of silver, the original transaction price remains relevant to the order.
A return or refund, where eligible, will be processed according to the applicable order price and refund terms rather than being recalculated solely on the basis of a subsequent change in the market price of silver.
This does not affect any mandatory statutory remedy available to the customer.
18. FRAUDULENT OR ABUSIVE RETURN REQUESTS
MD Silver reserves the right to investigate return or exchange requests that appear inconsistent with the order history, product condition or other relevant information.
Examples may include:
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Returning a different product from the one supplied
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Deliberate damage
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Removal or alteration of identifying marks
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Repeated abusive return requests
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False claims
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Material misrepresentation of the condition of the product
Any action taken will be reasonable and subject to applicable law.
19. RETURN OF PROMOTIONAL OR COMPLIMENTARY GIFTS
If an order included a complimentary gift, promotional product or other benefit and the order is subsequently returned, the treatment of the complimentary item will depend on the applicable promotional terms.
Where required by the terms of the offer, the complimentary item may need to be returned along with the purchased product.
If the promotional item is not returned where required, the applicable promotional terms may provide for an adjustment to the refund.
Specific promotional terms will be communicated with the relevant offer.
20. HOW TO REQUEST A RETURN OR EXCHANGE
To request a return or exchange, contact:
MD SILVER
Email: support@mdsilver.in
Phone: +91 82380 66775
Please include:
Order Number:
Customer Name:
Date of Delivery:
Reason for Request:
Photographs / Video:
Our team will review the request and communicate the next steps.
21. CUSTOMER RESPONSIBILITY
Customers are expected to:
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Provide accurate order and delivery information
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Inspect products reasonably upon receipt
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Report eligible issues within the applicable timeframe
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Preserve the original packaging where a return may be required
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Take reasonable care of the product
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Return approved products securely packaged
22. CONSUMER RIGHTS
Nothing in this Return & Exchange Policy is intended to exclude, restrict or waive any consumer right or statutory remedy that cannot lawfully be excluded or restricted under applicable law.
Where applicable law provides a customer with a remedy beyond the terms of this policy, the applicable law will prevail.
23. POLICY CHANGES
MD Silver may update this Return & Exchange Policy from time to time to reflect changes in products, business practices, technology or applicable law.
The version published on the website will show the applicable effective date.
The policy applicable to an order will generally be the version in effect when the order was placed, subject to applicable law.
24. REFUND & CANCELLATION POLICY
At MD Silver, we take care to process every order accurately and responsibly.
This Refund & Cancellation Policy explains when an order may be cancelled and how refunds are processed.
This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy and Return & Exchange Policy.
1. CUSTOMER CANCELLATION
A customer may request cancellation of an order before the order has been dispatched, by contacting MD Silver as soon as possible.
Cancellation requests can be made through:
Email: support@mdsilver.in
Phone: +91 82380 66775
A cancellation request does not automatically guarantee cancellation.
If the order has already been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable Return & Exchange Policy, where eligible.
2. CANCELLATION BEFORE ORDER ACCEPTANCE
If a customer requests cancellation before the order has been accepted and processed by MD Silver, we will make reasonable efforts to cancel the order.
Where payment has already been received, the eligible amount will be refunded through the applicable payment method or payment gateway process.
3. CANCELLATION AFTER ORDER ACCEPTANCE
Once an order has been accepted and payment has been successfully received, the order may already have entered processing, preparation, packing or dispatch.
MD Silver will therefore make reasonable efforts to accommodate a cancellation request, but cancellation may not be possible once the order has progressed beyond a stage where cancellation can reasonably be carried out.
If cancellation is not possible, the customer may use the applicable return or exchange process where the product qualifies.
4. SILVER PRICE FLUCTUATION AND CANCELLATION
Silver is a market-linked precious metal and its underlying market price may change frequently.
Once an order has been accepted and payment has been successfully received, ordinary subsequent increases in the market price of silver will not by themselves give MD Silver the right to cancel the accepted order or increase the customer's purchase price.
Similarly, a decrease in the market price after order acceptance will not ordinarily result in a retrospective reduction of the customer's purchase price.
This principle is consistent with MD Silver's commitment to transparent pricing.
This does not prevent MD Silver from correcting a genuine technical, typographical or obvious pricing error, or from cancelling an order where fulfilment is genuinely impossible or otherwise permitted by applicable law.
5. WHEN MD SILVER MAY CANCEL AN ORDER
MD Silver may cancel an order where reasonably necessary, including in circumstances such as:
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The product is unavailable or cannot reasonably be fulfilled
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A genuine technical, system or obvious pricing error has occurred
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Payment has not been successfully received
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The transaction appears unauthorized or fraudulent
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Customer information required for fulfilment cannot be reasonably verified
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The delivery location is not serviceable
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Fulfilment becomes impossible due to circumstances beyond reasonable control
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Cancellation is required by applicable law
MD Silver will not cancel an accepted order merely because the market price of silver has subsequently increased.
6. REFUND WHEN MD SILVER CANCELS AN ORDER
If MD Silver cancels an order for which payment has already been received, the amount eligible for refund will be processed through the original payment method or applicable payment gateway process, subject to the circumstances of the cancellation.
Where an order is cancelled because a product cannot be fulfilled, the customer will not be charged for the unfulfilled product.
7. REFUND FOR APPROVED RETURNS
Where a return is approved under our Return & Exchange Policy and a refund is applicable, the refund will generally be processed after:
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The returned product is received by MD Silver, where return of the product is required.
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The product is inspected where reasonably necessary.
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The return is approved for refund.
The refund will generally be made through the original payment method or another appropriate method where required or reasonably necessary.
8. REFUND FOR DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
Where a product is confirmed to be:
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Damaged during delivery
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Incorrect
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Materially defective
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Materially different from the description
and the customer is entitled to a refund under the applicable policy or law, MD Silver will process the appropriate refund after completing the necessary verification.
The applicable reporting periods are set out in our Return & Exchange Policy.
9. REFUND TIMELINE
Once a refund has been approved by MD Silver, we will initiate the refund within a reasonable processing period.
The time taken for the amount to actually appear in the customer's account may depend on:
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Payment method
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Payment gateway
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Bank
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Card issuer
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Other financial institution
MD Silver cannot control processing time after a refund has been successfully initiated with the relevant payment provider.
Where reasonably possible, we will provide the customer with confirmation of the refund initiation.
10. FAILED OR DUPLICATE PAYMENTS
If a payment is debited from a customer's account but the order is not successfully created or confirmed, the customer should contact MD Silver with the relevant transaction details.
Where the payment is confirmed as unsuccessful on our side but the amount has been debited from the customer's account, the amount will generally be subject to reversal or refund through the payment gateway or banking process.
If a customer accidentally makes a duplicate payment for the same order, MD Silver will review the transaction and, where the duplicate payment is confirmed, process the appropriate refund.
11. PARTIAL REFUNDS
Where only part of an order is eligible for refund, MD Silver may process a partial refund for the eligible product or amount.
The applicable refund will be calculated based on the actual transaction and the relevant eligible item or service.
12. PROMOTIONAL OFFERS AND COMPLIMENTARY GIFTS
If an order includes a promotional discount, complimentary gift, free-shipping benefit or other promotional advantage, the refund or cancellation treatment may be affected by the specific terms of that promotion.
Where a promotion requires the return of a complimentary product along with the purchased product, the complimentary product may need to be returned before the refund is completed.
If the promotional terms permit an adjustment to the refund where the complimentary item is not returned, the applicable adjustment will be communicated in accordance with those terms.
13. FREE SHIPPING AND REFUNDS
Where an order received free shipping as part of a promotion, the treatment of shipping charges in a refund will depend on the circumstances of the return or cancellation and the applicable promotional terms.
Where the issue is attributable to MD Silver, such as a verified incorrect or defective product, applicable shipping costs will generally be handled by MD Silver.
14. REFUND AND SILVER MARKET PRICE
Where an eligible refund is approved for a silver product, the refund will ordinarily be based on the actual amount paid for that order, subject to applicable deductions or adjustments expressly permitted by the applicable policy and law.
The refund will not ordinarily be recalculated based solely on the market price of silver on the date the refund is processed.
This provides clarity to both MD Silver and the customer where silver prices have changed between purchase and refund.
15. REFUND FOR CUSTOMISED OR COMMISSIONED PRODUCTS
Customised, personalised or specially commissioned products may have different cancellation and refund conditions because preparation may begin specifically for the customer.
The applicable cancellation and refund terms will be communicated before or at the time of placing such an order, wherever reasonably possible.
Nothing in this section excludes any remedy that cannot lawfully be excluded.
16. NON-REFUNDABLE SITUATIONS
Subject to applicable law, a refund may not be available where:
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A customer simply changes their mind about a product for which no change-of-mind return was offered
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A product has been materially altered or damaged through customer handling
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A product has been used in a manner inconsistent with its intended use
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A customer provides incorrect information that results in a failed delivery
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A customer refuses delivery without an eligible reason
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A product is returned without approval and does not qualify under the applicable policy
This section does not affect any statutory consumer remedy that applies to the transaction.
17. REFUND TO THE ORIGINAL PAYMENT METHOD
Where reasonably possible, refunds will be processed to the original payment method used for the transaction.
If the original payment method cannot receive the refund, MD Silver may request appropriate information or use another legally permissible refund method.
For security reasons, MD Silver will not normally process refunds to an unrelated third-party account.
18. REFUND STATUS
If a customer has not received an expected refund within the communicated timeframe, the customer should contact:
Email: support@mdsilver.in
Phone: +91 82380 66775
Please provide the order number and relevant payment details so that we can investigate the status.
19. FRAUDULENT OR UNAUTHORIZED TRANSACTIONS
MD Silver may investigate transactions that appear unauthorized, fraudulent or materially inconsistent with normal purchasing activity.
Where reasonably necessary, an order may be placed on hold while verification is carried out.
If a transaction is confirmed as unauthorized or fraudulent, MD Silver may take appropriate action, including cancellation of the affected order and refund where applicable.
20. POLICY CHANGES
MD Silver may update this Refund & Cancellation Policy from time to time to reflect changes in products, payment systems, business practices, technology or applicable law.
The version published on the website will show the applicable effective date.
The policy applicable to an order will generally be the version in effect when the order was placed, subject to applicable law.
21. CONSUMER RIGHTS
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or waive any consumer right or statutory remedy that cannot lawfully be excluded or restricted under applicable law.
Where applicable law provides a customer with a remedy beyond the terms of this policy, the applicable law will prevail.
The Department of Consumer Affairs recognizes consumers' rights to seek redressal for genuine grievances and provides consumer commissions for dispute resolution.
22. CONTACT US
MD SILVER
M D SILVER HOUSE
Jamadar No Khancho, Patodia Pole, Mandvi
Vadodara, Gujarat – 390001
India
Email: support@mdsilver.in
Phone: +91 82380 66775