Refund policy

Returns, Exchange and Cancellation Policy

 

We would rather you keep a piece because you like it than because you are stuck with it. This page sets out exactly what you can send back, by when, what it costs, and how quickly you get your money.

Read the summary if you are in a hurry. Everything below it is the detail.

The short version

Situation	Window	Who pays return shipping	What you get
Cancel before dispatch	Any time before dispatch	Nothing to send	Full refund
Changed your mind	7 days from delivery	You — ₹150	Refund less ₹150
Piece is faulty or damaged	7 days from delivery	Us	Repair, replacement or full refund
Wrong item sent	7 days from delivery	Us	Correct item or full refund
Ring does not fit	7 days from delivery	Us, first time only	Free resize
Manufacturing defect later	Up to 6 months from delivery	Us	Repair or replacement

 

Earrings, sale items, discounted items and custom orders cannot be returned because you changed your mind. They are still fully covered if something is wrong with them.

1. Words used here

•   "Delivery" means the date the courier records your parcel as delivered.

•   "Working Day" means Monday to Saturday, excluding public holidays in Rajasthan.

•   "Dispatch" means the moment your order leaves our facility with the courier.

•   "Defect" means a fault in materials or workmanship that was present when the piece left us.

•   "Custom Order" means any piece made to your drawing, description or specification, any piece made with a stone selected for you, and any piece engraved or altered to your instruction.

2. Cancelling before dispatch

You can cancel any order, for any reason, at any time before it is dispatched. There is no charge and no questions asked.

Email info@carathills.com or WhatsApp +91-94628 09598 with your order number. If the order has not yet gone out, we cancel it immediately and refund you in full.

Most orders are dispatched within 2 Working Days, so cancel as soon as you decide.

After dispatch

Once an order has been dispatched it cannot be cancelled. You have two options:

•   Refuse the parcel at the door. It comes back to us and we refund you once it arrives, less any shipping cost we actually incurred

•   Accept it and return it under section 3, if it qualifies

 

Custom orders

A Custom Order can be cancelled, at any time before you approve the design. But you will have to bear Rs. 500 for the CAD making. Once you approve the design and the piece enters production, it cannot be cancelled and the 25 per cent deposit is not refundable. That is because the piece is being made for you and has no other buyer.

If we cancel

We may cancel an order before dispatch where the item is out of stock, where a pricing or listing error has occurred, where we cannot deliver to your address, where we cannot reach you to confirm a cash on delivery order, or where we have reasonable grounds to suspect fraud or resale. We will tell you why and refund you in full and promptly.

3. Returning something because you changed your mind

You have 7 days from Delivery to return most pieces for a refund.

What the piece must look like

For a change-of-mind return we need the piece back in the condition it left us:

•   Unworn and unused, with no marks, scratches or signs of wear

•   In its original box and pouch

•   With all tags still attached

•   With the original invoice

•   Not resized, repaired, cleaned, replated or altered by anyone else

Trying a ring on to check the fit is fine. Wearing it out for an evening is not, and it will show.

What it costs

Reverse pickup costs ₹150, deducted from your refund. This is what the courier charges us to collect from your door.

Any shipping or cash on delivery handling charge you already paid is not refunded on a change-of-mind return.

How to start it

Email info@carathills.com or WhatsApp +91-94628 09598 within the 7 days with your order number and a photograph of the piece. We reply within 1 Working Day and arrange the pickup. Please do not post anything to us before we confirm — unarranged parcels are difficult to trace and we cannot take responsibility for them.

4. What cannot be returned for a change of mind

These are excluded, and we tell you before you buy rather than after:

What	Why
Earrings, nose pins and any piece worn through a piercing	Hygiene. We cannot resell them and neither could anyone else
Custom Orders and engraved pieces	Made for you. There is no second buyer
Pieces bought in a sale or with a discount code	The price already reflects that they are final sale
Pieces that have been worn, damaged or altered after delivery	No longer in the condition we sent them
Pieces resized, repaired or replated by another jeweller	We can no longer stand behind the work
Anything returned after the 7-day window	The window has to end somewhere

 

Being on this list does not remove your rights if something is actually wrong with the piece. A faulty pair of earrings, a defective custom ring or a damaged sale item is covered in full under section 5. Nothing on this page limits your rights in respect of goods that are defective, deficient or not as described.

5. If something is wrong

This covers every piece we sell, with no exceptions — including earrings, sale items, discounted items and Custom Orders.

What counts

•   The piece arrived damaged or broken

•   A stone is loose, chipped or missing on arrival

•   A clasp, post, hinge or joint does not work

•   You received the wrong item, the wrong size, or the wrong stone

•   Something is missing from your parcel

•   The piece does not match its description in a way that matters

What to do

Tell us within 7 days of Delivery. Email info@carathills.com or WhatsApp +91-94628 09598 with your order number, a clear photograph of the problem, and a line about what happened.

We reply within 1 Working Day, arrange collection at our cost, and then repair the piece, replace it, or refund you in full. The choice is yours, not ours.

You pay nothing at any stage.

Damaged parcels

Every parcel goes out sealed in tamper-evident packaging. Please check the seal before you accept a delivery. If the packaging looks opened, damaged or tampered with, refuse the parcel and tell us the same day. We will send a replacement straight away.

Missing or wrong items

If something is missing from your parcel or the wrong piece arrived, an unboxing video makes this immediate — we can resolve it the same day. We recommend recording one, and we know most people will not.

If you do not have one, we still investigate. We record a packing video for every order and we log the sealed weight of every parcel before dispatch, so in most cases we can establish what happened from our own records. We will tell you honestly what those records show.

6. Ring resizing

Ring sizing is the one thing people most often get wrong online, so we make the first correction free.

Your free resize

If your ring does not fit, tell us within 7 days of Delivery and we will resize it once at no cost. We collect it, resize it, and send it back. You pay nothing, including shipping in both directions.

After that

A second resize on the same ring costs ₹300 plus shipping in both directions.

How long it takes

Resizing takes 3 to 5 Working Days from the day the ring reaches our workshop in Jaipur. Each piece is worked by hand and then refinished, and rushing it shows in the result.

What cannot be resized

Some rings cannot be resized without damaging them:

•   Eternity bands

•   Rings set with stones all the way around

•   Adjustable rings, which are made to flex rather than to be cut

•   Rings with intricate detail across the full band, where cutting would break the pattern

The product page tells you if a ring cannot be resized. If you are unsure, message us before you order and we will check.

Getting the size right first time

Our Ring Size Guide shows you how to measure at home in two minutes. If you are between sizes, message us — we will tell you which way to go for that particular design.

7. Exchanges

We do not swap one piece for a different piece. Managing exchanges properly needs stock we do not hold at launch, and doing it badly is worse than not doing it.

If you want something else, return the first piece within 7 days on the terms in section 3 and place a new order. The new order ships immediately rather than waiting for the return to reach us.

Ring resizing is not an exchange and is covered in section 6.

8. Refunds

When we process it

Your return reaches our workshop, we inspect it within 2 Working Days, and if it meets the conditions we process the refund the same day. We do not hold refunds while we wait for anything else.

How you get your money

You paid by	Refund goes to	Time to reach you
UPI, card or netbanking	The same account or card	5 to 7 Working Days from processing
Cash on delivery	Bank transfer	5 to 7 Working Days from when you give us your account details

 

The time to reach you is set by your bank, not by us. We cannot speed it up, but we can show you the transaction reference and you can take that to your bank.

For a cash on delivery refund we will ask for your account number, IFSC and account holder name. We use these once, for that refund, and delete them afterwards.

What is deducted

•   ₹150 reverse pickup, on change-of-mind returns only

•   Any shipping or cash on delivery handling charge you already paid, on change-of-mind returns only

•   Nothing at all, where the return is because of a Defect or our error

If you paid with a discount code, we refund the amount you actually paid, not the pre-discount price.

If a discount was applied because your order crossed a value threshold and the return takes it below that threshold, we adjust the refund accordingly. We will show you the calculation.

If a return does not pass inspection

If a piece comes back worn, damaged, altered, or without its box, tags or invoice, we cannot refund it. We will:

•   Photograph the piece as we received it and send you the photographs

•   Explain exactly what the problem is

•   Send the piece back to you at no charge

We will not keep both your money and your jewellery. That is not a thing we are prepared to do.

9. If your money was taken but no order appeared

This is different from a return and it is handled differently.

Where a payment is debited from your account but the order does not complete, the money is usually reversed automatically by the bank or the payment system within a few days. This sits with the payment system rather than with us.

Tell us anyway — email info@carathills.com with the date, amount and the reference from your bank statement. We check with Razorpay or Cashfree and follow it through with them until it is resolved. Where the payment system rules require compensation for delay, that is credited to you by them directly.

If the payment reached us and no order was created, we refund it in full within 2 Working Days of confirming it.

10. If your parcel comes back to us

A parcel returns to us when the address was incomplete or incorrect, when nobody was available after repeated attempts, or when a cash on delivery parcel was refused at the door.

When that happens we contact you to arrange re-delivery. Re-delivery shipping is payable by you where the parcel came back for a reason within your control.

If we cannot reach you within 7 days of the parcel arriving back, we cancel the order and refund you, less the shipping cost we actually incurred.

Where a cash on delivery parcel is refused or repeatedly returns, we may ask for prepayment on your future orders. We would rather do that than raise prices for everyone to cover the cost.

11. Fair use of this policy

This policy is written for people who occasionally change their mind. That is normal and we have priced for it.

It is not written for a pattern of ordering several pieces, wearing them, and returning them; of returning most of what is ordered; or of repeatedly refusing cash on delivery parcels.

Where we see that pattern we will speak to you first. If it continues, we may require prepayment on future orders, decline change-of-mind returns, or decline to accept further orders. We will always tell you before we do any of that, and it does not affect your rights where a piece is genuinely defective.

12. How to reach us

Email: info@carathills.com

WhatsApp: +91-94628 09598

Phone: +91-94628 09598

Monday to Saturday, 10:00 AM to 7:00 PM IST. We reply to every message within 1 Working Day.

Return address

Please do not send anything back before we have confirmed it and arranged the pickup. We will confirm the return address on whatsapp and on message.

13. Your rights

This policy sits on top of your rights under Indian law, and does not replace them.

If a piece is defective, deficient, not as described, or was not delivered as promised, you are entitled to a remedy regardless of anything on this page. We do not refuse returns or refunds in those circumstances, and we would not be permitted to.

If we have not resolved something to your satisfaction, our Grievance Redressal page tells you how to escalate. You can also contact the National Consumer Helpline on 1915, or the consumer commission where you live, where you work, or where the transaction took place.