Refund policy

Carat One Jewels – Exchange & Refund Policy

At Carat One Jewels, your satisfaction is important to us. We take great care in packing and delivering our jewellery. If you face any genuine issue with your order, our support team is here to help you with a smooth resolution.

1. Returns

We currently do not offer returns for reasons such as change of mind, personal preference, dislike of the product, or change in choice after delivery.

Products are eligible for exchange or resolution only in the situations mentioned below.

2. Exchange Eligibility

An exchange can be requested in the following cases:

  • Product received is damaged

  • Product received is defective

  • Wrong product has been delivered

  • Wrong colour or design received

  • Size issue for size-based jewellery such as rings or bangles, subject to availability

Please contact us within 5 days of delivery to request an exchange.

3. Conditions for Exchange

To be eligible for an exchange, the jewellery must be:

  • Unused and unworn

  • In its original condition

  • Free from scratches, damage, perfume, makeup, or any signs of use

  • With original tags attached

  • Returned with the original box, pouch, packaging, accessories, and invoice, wherever applicable

4. Item Eligibility Guidelines

✅ Eligible Items

  • Unused, unworn, and undamaged jewellery

  • Products with original tags and packaging intact

  • Wrong product, colour, design, or size received

  • Damaged or defective products received

❌ Not Eligible

  • Worn or used jewellery

  • Jewellery showing scratches, stains, perfume, makeup, or signs of use

  • Products without original tags or packaging

  • Products damaged after delivery due to improper handling

  • Final Sale or non-exchangeable products clearly mentioned on the product page

  • Earrings or other hygiene-sensitive products, if marked non-exchangeable on the product page

  • Customized or personalized jewellery, where applicable

5. Unboxing Video

We strongly recommend recording a clear, continuous unboxing video while opening your parcel.

An unboxing video helps us verify cases involving:

  • Damaged products

  • Missing products

  • Wrong products

  • Defective products

This helps our team provide a faster resolution.

6. Exchange Charges

A nominal reverse logistics and handling charge of ₹100 per order may apply for exchanges requested due to size or customer preference.

For verified cases where Carat One Jewels has delivered a damaged, defective, or incorrect product, applicable exchange charges may be waived after review.

  • Exchange requests are subject to product availability

  • Exchanges are generally allowed once per order

7. Refunds

Refunds are generally not applicable for standard orders.

However, if you receive a damaged, defective, or incorrect product and a suitable replacement is unavailable, a refund may be processed after verification and approval by our support team.

Approved refunds will be processed to the applicable original payment method or another approved method as communicated by our team.

8. How to Request Support

To request an exchange or report an issue, please contact us within 5 days of delivery.

Email: support@caratonejewels.com

Please share:

  • Order ID

  • Customer name and registered mobile number

  • Clear images of the product

  • Unboxing video, if available

  • Brief description of the issue

Our team will review your request and guide you through the next steps.

9. Reverse Pickup / Self Shipping

Once your exchange request is approved:

  • Reverse pickup will be arranged wherever courier service is available

  • If reverse pickup is unavailable at your location, you may be asked to self-ship the product to our designated address

  • Our support team will provide the required instructions

Please do not send any product back without receiving approval from our support team.

10. Jewellery Care & Damage After Use

Fashion jewellery requires proper care.

Damage caused due to water, perfume, chemicals, sweat, improper storage, rough handling, accidental breakage, or normal wear and tear after use will generally not be considered a manufacturing defect.

We recommend keeping jewellery away from water, perfumes, lotions, and chemicals and storing each piece separately in a dry place.

11. Contact Details

Brand Name: Carat One Jewels
Trade Name: Shree Enterprises

Address:
A-8, First Floor, Khodiyar Nagar Society, Varachha Road, Surat - 395006

Phone / WhatsApp: [Your Number]
Email: caratonestore@gmail.com

For any order-related assistance, please contact our support team using the details above.