These Terms and Conditions ("Terms") apply when you use tracentreasure.com (the "website"), create an account, buy products or send a booking request or enquiry. The website is owned and run by Trace N Treasure ("we", "us", "our"). By using the website you agree to these Terms. Please read them together with our Privacy Policy, Refund & Cancellation Policy and Shipping & Delivery Policy. If you do not agree, please do not use the website.
Who can use the website
- You must be at least 18 years old and able to enter into a binding contract under the Indian Contract Act, 1872 to buy on the website.
- You may use the website only for lawful purposes and only for yourself.
Your account
- You need an account with a valid mobile number to place an order. Browsing, adding to cart, saving to your wishlist and sending a booking request do not need an account.
- Please give correct details and keep your password private. You are responsible for what is done through your account. Tell us at once if you think someone else has used it.
- We may suspend or close an account that is misused, used for fraud, or breaks these Terms.
Products and prices
- Prices are in Indian Rupees (₹) and include all applicable taxes, unless stated otherwise.
- The delivery charge depends on the total packed weight of your order and is shown at checkout before you pay.
- Offer prices (the normal price shown struck through) apply only while the offer is running. The price you pay is the one shown at checkout when you pay.
- We take care that prices and descriptions are correct. If an item is shown at a clearly wrong price, we may cancel the order and refund the full amount, even after payment.
- Many of our products are handmade or made to order, so small differences in colour, texture and finish from the photos are natural and not a defect. Colours may also look different on different screens.
Orders
- Placing an order is an offer to buy. A contract is formed only when your payment is verified and the order is confirmed in My orders and by email.
- While you pay, the items are held for you for 30 minutes. If payment is not completed in that time, the order is released.
- If we cannot supply an item after you have paid (for example, it went out of stock), we will cancel that order and refund the full amount.
- We may limit the quantity of an item in one order, and may refuse or cancel orders that look fraudulent.
Payment
- Payment is online only, through Razorpay, a secure payment gateway regulated by the Reserve Bank of India. You can pay by UPI, debit or credit card, net banking or wallet, as offered on the payment page. We do not offer Cash on Delivery.
- Your card, UPI and bank details are entered on Razorpay's page and are never seen or stored by us. Your use of the payment page is also subject to Razorpay's terms.
- A payment may be declined by your bank or by Razorpay for security reasons. We are not responsible for a decline, or for any charge your bank adds.
- If money is taken from your account but the order is not confirmed, the payment is either matched to your order or refunded in full. See our Refund & Cancellation Policy.
- Every paid order gets a tax invoice, which you can download from My orders.
- Please contact us before raising a chargeback with your bank; most problems can be solved quickly. If a chargeback is raised, we may share the order and delivery details with Razorpay and your bank.
Cancellations, returns and refunds
Paid orders cannot be cancelled, and products cannot be returned or exchanged once delivered. Refunds, when due, go back to the original payment method within 5–7 working days of being started. The details are in our Refund & Cancellation Policy.
Delivery
We deliver across India. Delivery times and charges are explained in our Shipping & Delivery Policy. The risk in the products passes to you when they are delivered.
Hand impression bookings
- Sending a booking form is a request, not a confirmed booking. Our team will call you to agree the service, date, place and price.
- No payment is taken on the website for bookings. Any advance and the balance are paid to our team as agreed during that call.
Franchise enquiries
Sending a franchise enquiry is not an offer or an agreement. Any franchise is subject to a separate written agreement signed by both sides.
Your conduct
You agree not to:
- Use the website for anything unlawful, fraudulent or harmful.
- Try to get into parts of the website, accounts or systems you are not allowed to use, or disrupt the website (for example with viruses or automated requests).
- Copy, scrape or resell our photos or content.
- Give false details or pretend to be someone else.
Our content
All photos, videos, text, designs and the Trace N Treasure name and logo belong to Trace N Treasure or are used with permission. You may not copy or use them without our written permission.
Links to other websites
The website may link to other websites (for example a courier's tracking page or WhatsApp). We are not responsible for their content or practices.
Limitation of liability
- We are not responsible for delays or losses caused by events outside our control, such as courier delays, weather, strikes, or network or bank outages.
- We are not liable for any indirect or consequential loss. Our total responsibility for any order is limited to the amount you paid for it.
- Nothing in these Terms limits any right you have under the Consumer Protection Act, 2019.
Indemnity
You agree to make good any loss we suffer because you broke these Terms or the law while using the website.
Governing law and disputes
These Terms are governed by the laws of India. We will first try to settle any dispute with you in good faith. If that is not possible, only the courts of Chennai, Tamil Nadu will have jurisdiction.
Grievance officer
In line with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Rules, 2021, you can raise a complaint with our Grievance Officer through the Contact page on our website, with "Grievance" and your order number in your message. We will acknowledge it within 48 hours and resolve it within 30 days.
Other terms
- If any part of these Terms cannot be enforced, the rest still applies.
- If we do not enforce a right at once, we have not given it up.
- We may update these Terms from time to time. The version on this page applies to orders placed after it is published.
Contact us
For any question about these Terms, please contact us through the Contact page on our website.