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Terms of service
These terms govern your use of www.carathills.com and every purchase you make from it. Please read them before you order. By placing an order, you accept these terms.
We have written them in plain English. Where a clause protects us, we have said so openly rather than burying it.
1. Who you are dealing with
This website is operated by Jaitam Jewels Private Limited, a private limited company incorporated in Rajasthan on 1 May 2024, trading under the brand name Carat Hills. Principal place of business: Ghee Walo Ka Rasta, Johari Bazar, Jaipur, Rajasthan 302001
Email: info@carathills.com | Phone: +91 9462809598 | WhatsApp: +91 9462809598
In these terms, "we", "us", "our" and "Carat Hills" mean Jaitam Jewels Private Limited. "You" and "your" mean the person placing the order.
2. The words we use
These meanings apply throughout:
• "Order" means a request to buy that you place through the site and that we confirm.
• "Order Confirmation" means the email we send you accepting your Order. This is the point at which a contract forms.
• "Working Day" means Monday to Saturday, excluding public holidays in Rajasthan.
• "Dispatch" means the moment your Order leaves our facility with our courier partner.
• "Defect" means a fault in materials or workmanship that was present when the piece left us. It does not include damage, wear, tarnish, plating loss or any change in appearance that occurs after delivery.
• "Custom Order" means any piece made to your drawing, description, sketch or specification, any piece made with a stone selected specifically for you, and any piece engraved or altered to your instruction.
• "Content" means text, photographs, video, designs, drawings and any other material on the site.
• "Policies" means our Privacy Policy, Returns Exchange and Cancellation Policy, Shipping Policy, Warranty and Care Policy, and Grievance Redressal page.
3. These terms, and the Policies
Our Policies form part of these terms. Where a Policy gives more detail on a subject covered here, the Policy governs that subject.
The version of these terms that applies to your Order is the version published on the site at the moment you placed it. We keep dated copies. If you want the version that applied to a past Order, write to us and we will send it.
If you do not accept these terms, please do not use the site or place an Order.
4. Who can buy from us
You must be 18 or older to place an Order. If you are under 18, a parent or guardian must place the Order on your behalf and is responsible for it.
By placing an Order you confirm that:
• You are legally able to enter into a contract
• The details you have given us are true, current and complete
• You are using a payment method you are entitled to use
• You are buying for personal use, not for resale
We may refuse to sell to anyone. If we do so after taking payment, we refund you in full and promptly.
5. Your account
You can order as a guest or create an account. If you create one, keep your password to yourself. You are responsible for what happens under your account until you tell us it has been compromised.
Tell us straight away at info@carathills.com if you think someone else has used your account. We will help, but we are not responsible for loss caused by your login details being shared or poorly protected.
We may suspend or close an account that is being used for fraud, for resale, to abuse our returns process, or in breach of these terms.
6. Our products, and what to expect
Silver and weight
Every piece we sell is 925 sterling silver, made in Jaipur. The weight shown on a product page is the intended weight of that design.
Each piece is finished by hand, so actual weight varies slightly from the stated figure — usually within five per cent either way. This variation is a normal feature of hand-finished jewellery and is not a Defect.
Natural stones
Our stones are natural semi-precious stones. Natural stones are not manufactured, and they are not consistent. Colour, tone, saturation, inclusions, banding and pattern vary from stone to stone, even within the same lot.
The piece you receive will not look identical to the photograph, and it will not look identical to another piece of the same design. That variation is what tells you the stone is real. It is not a Defect and it is not a ground for return under our warranty.
Where the stone in a piece has been treated — for example, heat-treated to stabilise or improve colour — we state that on the product page. Treated stones are still natural stones. Treatment is standard practice across the industry for several stone types.
Plating
Some of our pieces are rhodium plated and some are micron plating (1 Micron). Plating is a surface finish, not a permanent property of the metal. It wears with contact, friction and time, and it wears faster where a piece meets perfume, cosmetics, sweat or moisture regularly. This is normal and expected, and it is not a Defect. Our Warranty and Care Policy explains this in full.
We do not claim that our pieces will not tarnish. All sterling silver tarnishes, this is the property of silver. Our Warranty and Care Policy tells you how to slow it and how to remove it.
Photographs and description
Product photographs are taken under studio lighting and are usually enlarged to show detail. Colours differ between screens, devices and lighting conditions.
We take care to describe our pieces accurately. Minor differences between the description and the piece — in finish, in stone character, or in exact dimension — do not amount to a Defect.
Hallmarking
Silver hallmarking is voluntary in India. We hallmark our pieces anyway, through a BIS-recognised Assaying and Hallmarking Centre. The hallmark certifies the silver purity of that piece. This is separate from the HUID system, which applies to gold jewellery.
7. Availability
Showing a piece on the site is not a promise that it is in stock. We hold limited quantities of each design and stock changes through the day.
We may withdraw a product, change a design, or stop making a line at any time, without notice. We are not obliged to restock anything.
We may limit the quantity of any item you can buy in a single Order or over a period. We may cancel an Order that appears to be for resale, or that is unusually large for personal use.
8. Prices, taxes and invoices
All prices are in Indian Rupees and include GST at 3 per cent under HSN 7113 for silver jewellery. The total payable, including any handling charge, is shown to you before you confirm payment. Nothing is added afterwards.
A GST tax invoice is issued for every Order and emailed to you at Dispatch.
We may change prices at any time. A price change does not affect an Order we have already confirmed.
Pricing errors
If a piece is listed at an obviously incorrect price — through a system fault, a typing error or a data feed problem — we are not obliged to sell it at that price, even if you have already paid and received an Order Confirmation.
Where this happens we will contact you before Dispatch. You can confirm the Order at the correct price, or cancel it for a full and immediate refund. We will not dispatch at the incorrect price and we will not charge you the difference without your agreement.
Discount codes
Discount codes are issued at our discretion and can be withdrawn at any time. Unless we state otherwise:
• Only one code applies per Order, and codes cannot be combined with each other or with the prepaid discount
• Codes have no cash value and cannot be exchanged for money or credit
• Codes do not apply to Custom Orders
• A code cannot be applied to an Order after it has been placed
• If you return an item bought with a code, we refund the amount you actually paid, not the pre-discount price
We may cancel an Order and void a code where a code has been obtained or used improperly, shared publicly without our permission, or used across multiple accounts by the same person.
9. How an Order is made and accepted
Placing an item in your cart, completing checkout, or making payment is an offer to buy. It is not a contract.
A contract forms only when we send you an Order Confirmation. Until then we may decline your Order for any reason, including:
• The item is out of stock or has been withdrawn
• A pricing, description or listing error has occurred
• We cannot deliver to the address you gave us
• We have reasonable grounds to suspect fraud or misuse
• The Order appears to be for resale
• You have an unresolved dispute or an unpaid amount with us
• You have a history of refused deliveries or repeated returns that is not consistent with ordinary personal use
If we decline after payment, we refund you in full. We are not liable for anything beyond that refund.
10. Paying
We accept UPI, debit cards, credit cards, netbanking and cash on delivery. Card and online payments are processed by Razorpay and Cashfree on their own systems. We do not see or store your card details.
Payment must clear before Dispatch. If a payment is reversed, charged back or fails after Dispatch, we may recover the amount from you and may withhold service until it is settled.
Cash on delivery
Cash on delivery is available on Orders up to ₹8,000 and carries a handling charge of ₹150. This charge covers the cost of collection and the higher rate of failed delivery on cash Orders. It is not refundable once the Order has been dispatched.
We may telephone you to confirm a cash on delivery Order before Dispatch. If we cannot reach you after reasonable attempts, we may cancel the Order and will tell you.
Where a cash on delivery parcel is refused at the door or returns to us undelivered, we may decline to accept future cash on delivery Orders from you and ask for prepayment instead.
11. Delivery
Delivery is governed by our Shipping Policy, which forms part of these terms.
Delivery timelines shown on the site are estimates provided by our courier partner. They are not guaranteed dates, and they run from Dispatch, not from when you place your Order.
We are not responsible for delay caused by incorrect or incomplete address details, by nobody being available to receive the parcel, by local disruption, or by any other cause outside our reasonable control.
Risk of loss or damage passes to you on delivery. Until delivery, loss or damage in transit is ours and we will replace or refund. We ask you to check the packaging seal before accepting a parcel, and to refuse it and tell us the same day if the seal appears broken.
If a delivery fails because of details you gave us, and the parcel returns to us, we will contact you to arrange re-delivery. Re-delivery costs are payable by you. If we cannot reach you within 7 days, we refund the Order less the shipping costs we actually incurred.
12. Returns, exchange and cancellation
Governed by our Returns, Exchange and Cancellation Policy, which forms part of these terms and sets out the windows, conditions and charges that apply.
In summary: you have 7 days from delivery to return most pieces in unworn condition with tags, box and invoice, with a ₹150 reverse pickup charge. Earrings and other pierced-wear pieces, sale items, discounted items and Custom Orders are excluded from change-of-mind returns.
Defective pieces are a separate matter and are always covered. Nothing in these terms or in that Policy limits your rights in respect of goods that are defective, deficient or not as described.
13. Warranty
Governed by our Warranty and Care Policy, which forms part of these terms.
In summary: every piece carries a 6-month warranty against manufacturing defects. The warranty does not cover plating wear, tarnish, impact damage, chemical exposure, improper storage, normal wear, or work done on the piece by anyone other than us.
The warranty is offered by us in addition to, and not in place of, your statutory rights.
14. Custom Orders
Custom Orders are made for you and cannot be resold. Different rules apply, and they apply because the piece has no second buyer.
• A deposit of 25 per cent of the total price is payable before work begins
• You will be shown a design or CAD for approval before production starts
• You may cancel and receive your deposit back at any time before you approve the design
• Once you approve the design and the piece enters production, the Order cannot be cancelled and the deposit is not refundable
• The balance is payable before Dispatch
• Production takes three to four weeks from design approval, before Dispatch
• Custom Orders cannot be returned or exchanged
• Custom rings can be resized on the same terms as stock rings
• If a Custom Order has a Defect, we repair it at no cost to you, or replace it where repair is not possible
Where you supply a drawing, image or reference, you confirm you have the right to use it and that it does not copy anyone else’s protected design. We may decline any request that appears to reproduce another brand’s work, and we will explain why.
Small variation between the approved design and the finished piece is normal in handmade work and is not a Defect.
15. Reviews, photographs and anything you post
You are welcome to leave reviews and share photographs. Anything you post must be your own work, accurate, and free of unlawful, abusive, misleading or offensive content, and must not contain another person’s private information.
How we handle reviews
We do not pay for reviews. We do not offer discounts, products or any other benefit in exchange for a review. We do not remove a review because it is unfavourable to us.
We remove reviews only where they are unlawful, abusive, contain personal information, are not about a purchase from us, or are clearly not genuine.
Using your photographs
When you post a photograph on a public platform and tag us, or use our hashtag, you give us permission to display that photograph on our own website, our social media accounts and in our organic posts, with credit to you.
That permission does not extend to paid advertising. If we want to use your photograph or video in an advertisement, we will ask you separately and in writing, and you are free to refuse. You can withdraw permission at any time by writing to us, and we will stop using the content going forward.
You keep ownership of anything you post. You confirm you have the right to grant this permission, and that anyone identifiable in the content has agreed to appear.
16. Our designs and Content
The Carat Hills name and logo, our product designs, photographs, videos, text, layout and all other Content belong to Jaitam Jewels Private Limited or are used by us under licence. They are protected by copyright, trade mark and design law.
You may view and share our Content for personal, non-commercial purposes. You may not:
• Copy, reproduce, republish or distribute our Content commercially
• Use our photographs or designs to advertise, list or sell any product
• Reproduce, manufacture or have manufactured any piece based on our designs
• Use the Carat Hills name or logo in a way that suggests we endorse you
• Remove or alter any copyright, trade mark or watermark
We enforce this. Where we find our designs or images being used without permission, we take it up directly and through the platforms concerned.
17. How you may use the site
You may not:
• Use the site for anything unlawful, or to break these terms
• Interfere with the site, introduce malicious code, or attempt to gain unauthorised access
• Extract data by scraping, crawling or any other automated means
• Place fraudulent Orders, or Orders using another person’s payment details
• Misuse our returns, exchange or warranty processes
• Impersonate another person, or misrepresent your connection to anyone
• Resell our products, or present them as your own or another brand’s
We may suspend or refuse access to anyone who does any of this, and we may cancel affected Orders.
18. The site itself
We work to keep the site available and accurate, but we do not promise it will be uninterrupted, error-free, or free of viruses.
We may change, suspend or withdraw any part of the site, temporarily or permanently, without notice. We are not liable to you for doing so.
The site may link to other websites. We do not control them and we are not responsible for their content, their products or their privacy practices.
19. Our responsibility to you
We are responsible for supplying pieces that match their description, that are of the quality we have stated, and that are free of Defects. We are responsible for delivering them within a reasonable time. Where we fail, we will repair, replace, refund or compensate you as our Policies and the law require.
We are not responsible for:
• Loss that was not a foreseeable consequence of our breach
• Loss of profit, business, opportunity, or reputation
• Damage arising because you did not follow our care guidance
• Damage or wear arising after delivery, including tarnish, plating loss, impact damage or chemical damage
• Delay or failure caused by events outside our reasonable control
• Loss arising from your failure to keep your account details secure
Where we are liable, our liability for any Order is limited to the amount you paid for that Order.
This limit does not apply to death or personal injury caused by our negligence, to fraud or fraudulent misrepresentation, or to any liability that cannot lawfully be limited. Nothing in this clause removes any remedy the Consumer Protection Act, 2019 requires us to provide for a defect, a deficiency or a misrepresentation.
20. Your responsibility to us
If we suffer loss, cost or a claim because you have breached these terms, used the site unlawfully, posted content you had no right to post, or supplied a design that infringes someone else’s rights, you will reimburse us for what that costs us, including reasonable legal costs.
21. Events outside our control
We are not liable for failure or delay in performing our obligations where the cause is beyond our reasonable control. This includes natural disaster, flood, fire, epidemic, strike, civil disturbance, war, courier failure, power or internet outage, and any act or restriction of government.
Where such an event occurs we will tell you and do what we reasonably can to limit the delay. If the event continues for more than 30 days, either of us may cancel the affected Order and we will refund you in full.
22. If part of these terms does not hold
Each clause of these terms operates separately. If any court or authority decides that a clause, or part of a clause, is unlawful, invalid or unenforceable, that clause or part is treated as removed and every remaining clause continues in full force.
Where a clause would be enforceable if part of it were removed or narrowed, it applies with that modification rather than being set aside entirely.
23. Delay is not waiver
If we do not insist that you meet an obligation, or delay in enforcing a right, that does not mean we have given up the obligation or the right. We can still enforce it later.
24. The whole agreement, and transfers
These terms and our Policies are the whole agreement between us about your Order. They replace any earlier discussion, representation or arrangement, except for anything we have stated in writing and confirmed as binding.
We may transfer our rights and obligations under these terms to another business, provided this does not reduce the rights or remedies you have. You may not transfer yours without our written agreement.
These terms do not give rights to anyone other than you and us.
25. Governing law and where a dispute is heard
These terms and any dispute arising from them are governed by the laws of India.
Subject to the paragraph below, the courts at Jaipur, Rajasthan have jurisdiction.
If you are a consumer, this clause does not take away your statutory right to bring a complaint before the consumer commission where you live, where you work, where our business is located, or where the transaction took place. We say this plainly because a term that tried to remove that right would not hold in any event.
We would much rather resolve a problem directly. Almost everything is settled in a message or two, and our Grievance Redressal page sets out how to escalate if it is not.
26. Complaints and how to reach us
Start with info@carathills.com or WhatsApp +91 9462809598. We reply within 1 Working Day, Monday to Saturday, 10:00 AM to 7:00 PM IST.
If we have not resolved matters, contact our Grievance Officer:
Name: Abhishek Jain
Email: info@carathills.com
Phone: +91 9462809598
We acknowledge every complaint within 48 hours and resolve it within one month, as the Consumer Protection (E-Commerce) Rules, 2020 require.
27. Changes to these terms
We may update these terms as our business, our products or the law change. The updated version takes effect when we publish it, and the effective date at the top of the page tells you which version is current.
Changes do not apply retrospectively to an Order we have already confirmed. Where a change is material, we will note it on the site.