Table of Contents
Can I cancel my order after placing it?
Yes, you may cancel your order within 12 hours of placing it — no questions asked. After that, cancellation may not be possible if the gem is already shipped or customized.
Can I return a gemstone after receiving it?
Yes, ready-to-ship gemstones can be returned within 10 days of delivery, if they are unused, unmounted, and in their original condition.
Can I return just one gem from a multi-gem order?
Yes, partial returns are allowed. For example, if you ordered 3 gemstones and wish to return 1, you can return just that one — subject to inspection and eligibility.
Can I return a customized item (like a ring or pendant)?
No, custom-made items (rings, mounts, pendants, etc.) are not eligible for return, as they are specially crafted for you.
What about tested gems — are they eligible for return?
Yes, tested gems are eligible for return if they remain in their original, undamaged condition.
However, for organic gems like Pearl, Coral, and Ethiopian Opal:
These are naturally sensitive and may react even during short testing windows — including through sweat, perfume, soap, or even skin contact.
Returns for these will be accepted only if the gem shows no reaction, surface damage, or change in luster. Each case is evaluated individually, with care and fairness.
Note: Australian Opals, while more stable, are brittle and require delicate handling. If being studded or mounted, they must be set with care to avoid cracking.
How and when will I get my refund?
Once we receive the returned gem and it passes our quality check, your refund will be processed within 5–7 business days via your original payment method.
How do I initiate a return?
Contact us via WhatsApp or email with your order ID and a clear photo/video of the gemstone. We’ll guide you through the return process.
What if the gem gets damaged in return transit?
If we arranged the return pickup (within India) — you’re covered. If you arranged the return (especially internationally), the responsibility is yours until the gem is safely received.
What if I miss the 10-day return window?
Returns requested after 10 days of delivery are generally not accepted unless under exceptional cases.
Who pays for return shipping?
For domestic (India) orders, we cover return shipping. For international returns, the customer bears all shipping and customs costs.
What if I send the gem safely but the courier loses or damages it?
If we arranged the pickup, you’re covered. If you arranged the return, any loss or damage in transit is your responsibility. Always use insured, trackable shipping.
What if the return package is empty or the gem is missing?
All returns are opened under video recording. If the package is empty or tampered, a refund will not be processed. We recommend recording your own packing video.
What if there’s a courier issue — like delay, damage, or loss?
If we arranged the courier, we’ll resolve it. If you arranged it, you must raise the insurance claim. Refunds are issued only after safe receipt and inspection.
Do you ever refuse returns? Will I be forced to accept a gem I don’t like?
No, never. If a gem doesn’t feel right to you — for any reason — you are not forced to keep it.
We trust you to care for the gem as your own during the return window.
Our quality check is not to deny your return, but simply to ensure that the next customer who chooses this gem receives the same unspoilt value you received.
What if I didn’t damage the gem, but you still refuse my refund?
We take this very seriously.
Every return is opened under video recording, and our only reason to refuse a refund is if the gem arrives damaged, altered, or missing.
If you believe there’s been a mistake or unfair rejection, just reach out. We will share our findings, photos, and video evidence transparently.
If you’ve returned the gem safely, and it’s intact — your refund will not be denied.
What if I sent the gem safely, but your team says it’s chipped or damaged (khandit)?
We understand how distressing this can feel.
Every gem is recorded on video before dispatch, and every return is opened on video upon arrival.
If there is any claim of damage (like chipping or khandit), we will compare the pre-dispatch and return unboxing videos to verify what actually happened.
If the gem was sent in perfect condition and arrived safely, your refund will not be denied.
If damage is detected, we will share both videos with you — transparently and respectfully — so that there is no confusion or doubt.
Important Note:
In rare cases, customers may return a gem that matches the original weight and shape, but is not the same gemstone — either due to mix-up or deliberate substitution.
All gemstones at Precious Carats are documented in high-resolution video and photographic records before dispatch — including their exact optical features, inclusions, cut, and visual fingerprint.
Any visual mismatch, even if the returned stone appears similar by weight, may lead to refund denial or further investigation.
We appreciate your understanding — this protects the integrity of both your transaction and our next customer’s trust.
Will there be any deductions if the gem is chipped or damaged during return?
Yes — but only in rare cases where the returned gem arrives chipped, scratched, or visibly altered compared to our pre-dispatch video.
In such cases, the gem may require repolishing, which can:
– Reduce its weight
– Require fresh certification
We will deduct:
– The lost weight value (based on price per carat)
– The re-certification charges (if applicable)
The remaining balance will be refunded to you.
This is not meant to penalize or create friction — only to ensure fairness for both you and the next person who may choose the gem. All deductions are shared transparently with video and invoice breakdowns.
What if the gem I bought fades or loses its colour over time?
Natural gems don’t fade under normal conditions, especially if they are untreated and properly cared for.
At Precious Carats, we sell only with full disclosures and transparent certification — so the gem you receive is authentic, stable, and meant to last.
However, some gems may appear dull over time due to:
– Soap, perfume, or chemical exposure
– Excessive sunlight or heat
– Neglect or rough daily use
Before worrying, we recommend trying a gentle clean using plain water and a soft cloth. In rare cases, a professional polish may help restore the original shine.
If your gem shows genuine fading despite normal care, reach out to us. We’ll review your case with full attention and guide you on next steps.
What if I lose the original packaging, certificates, or vouchers?
We understand these things can happen.
If your return is missing:
– The outer box, pouch, or marketing literature — your return may still be accepted, but we will note it for records.
– The original certificate (lab or in-house) — a re-certification fee may be deducted from your refund, depending on the gem.
Please try to return the item with everything it came with, to ensure a smooth refund process and avoid delays.
What if my jeweller says the gem is unsuitable for a ring or locket mounting?
We understand that every jeweller works differently — and some may hesitate to mount delicate or naturally included gems.
All our gemstones are natural, certified, and carefully inspected — but certain stones (like opals, pearls, emeralds) do require special care during setting.
If your jeweller feels the gem is unsuitable:
– You’re welcome to return it, as long as it is unmounted and within the return window
Or, you may prefer to let our in-house artisans handle the mounting.
They specialize in setting delicate gems with precision, and can create your ring or locket exactly to your design and specifications.
Just return the gem to us loose — we’ll take care of the rest.
Once a gem is mounted or altered, it becomes ineligible for return. If in doubt, we’re here to help — before that step.
Can I cancel a jewellery order after placing it?
Jewellery orders are custom-made, and we begin work (like casting and setting) 24 hours after the order is received.
If you request cancellation within this 24-hour window, we may be able to process a full refund.
After 24 hours, we would have already incurred jewellery-making costs — so only the gemstone may be eligible for refund, and a deduction may apply for work done.
Once the gemstone has been fully studded, even if not yet shipped, the order becomes non-refundable.
The ring I received isn’t my size. What can I do?
That’s alright — just get in touch with our concierge.
If the ring feels tight or loose, we’ll guide you through a resizing or remake, depending on the design.
Resizing is generally free of charge, unless in rare cases where the ring needs to be completely remade.
If remaking is required, our concierge will guide you on the next steps.
Please make sure to verify your size carefully before placing the order — we’re happy to help with sizing assistance in advance.
What if I bought an expensive gemstone and wish to return it after some years of use?
We understand that high-value gemstones — especially rubies, sapphires, and emeralds — are often held for years and may eventually be revisited or exchanged.
While our standard return window is 10 days from delivery (for unused, unmounted gems only), we do offer fair and competitive resale options on a case-by-case basis.
Depending on:
– Gemstone type and rarity
– Condition and usage
– Current market value
We may offer:
– A resale-based cash refund (typically 50–75% of the original value)
– An upgrade credit toward a new gem or jewellery piece
– A store credit for future purchases
For rare or limited-edition stones, resale value may be higher — subject to inspection.
This is an optional service offered at our discretion, not a standard policy. But if you’re considering a change, we’ll always try to find a thoughtful solution.
Legal Disclaimer
All returns and refunds are handled with care, transparency, and fairness. However, Precious Carats reserves the right to final discretion in rare or disputed cases.
E&OE. Subject to Delhi jurisdiction only.