At PEARLS & CARATS, every jewellery piece is crafted with exceptional care and undergoes strict quality inspection before delivery. We want you to shop with complete confidence. This Return, Exchange & Refund Policy outlines the terms governing returns, exchanges, cancellations, and refunds for purchases made through our website.
By placing an order with PEARLS & CARATS, you agree to this Policy.
1. Return Eligibility
We accept return requests for eligible products within 7 days from the date of delivery, subject to the following conditions:
- The product must be unused, unworn, and in its original condition.
- The product must be returned with all original packaging, certificates, invoices, tags, accessories, and complimentary items.
- The jewellery must not show any signs of wear, alteration, damage, or misuse.
- The return request must be approved by PEARLS & CARATS after verification.
Products that do not meet these conditions may not qualify for return.
2. Products Not Eligible for Return
The following products are not eligible for return unless they have a verified manufacturing defect or were delivered incorrectly:
- Customized or bespoke jewellery
- Engraved or personalised jewellery
- Made-to-order jewellery
- Jewellery altered at the customer’s request (including resizing, where applicable)
- Gift cards or promotional vouchers
- Products damaged due to misuse, accidents, improper handling, or normal wear and tear
3. Exchange Policy
Eligible products may be exchanged within 15 days of delivery, subject to product inspection and approval.
The exchanged product will be billed at the prevailing price on the date of exchange. Any difference in value, applicable taxes, or additional charges must be paid by the customer or will be adjusted accordingly.
Customized, personalised, or made-to-order products are generally not eligible for exchange unless there is a verified manufacturing defect.
4. Manufacturing Defects
If you believe your jewellery has a manufacturing defect, please contact us within 7 days of discovering the issue.
After receiving the product, our quality team will inspect it. If the issue is confirmed to be a manufacturing defect, PEARLS & CARATS will, at its discretion:
- Repair the product
- Replace the product with the same or a similar design (subject to availability), or
- Offer an appropriate refund where applicable.
Damage caused by misuse, accidental impact, improper storage, unauthorised repairs, or normal wear and tear will not be considered a manufacturing defect.
5. Return Process
To initiate a return or exchange:
1. Contact our Customer Support team within the applicable return or exchange period.
2. Provide your order number and the reason for your request.
3. Share photographs or videos if requested for verification.
4. Upon approval, we will provide return instructions.
5. Securely pack the product along with all original documents and accessories.
6. Once received, the product will undergo quality inspection before the request is processed.
PEARLS & CARATS reserves the right to decline any return or exchange that does not comply with this Policy.
6. Refund Policy
Once the returned product passes our quality inspection, refunds will be processed to the original payment method used for the purchase.
Refunds are generally processed within 7–10 business days after approval. The time taken for the amount to reflect in your account may vary depending on your bank or payment service provider.
Shipping charges, gift packaging charges, expedited delivery charges, and other non-refundable fees (if any) may not be refunded unless the return is due to an error on our part.
7. Order Cancellation
Before Shipment
Orders may be cancelled before dispatch by contacting our Customer Support team.
If the order has not entered production or shipment, the amount paid will be refunded after applicable verification.
After Shipment
Orders that have already been dispatched cannot be cancelled. Such orders may only qualify for return or exchange if they meet the eligibility criteria under this Policy.
Customized Orders
Customized, bespoke, personalised, and made-to-order jewellery cannot be cancelled once manufacturing has commenced.
8. Return Shipping
Where instructed by PEARLS & CARATS, we may arrange a return pickup for eligible products. Customers should not dispatch jewellery without prior approval from our Customer Support team. PEARLS & CARATS shall not be responsible for products returned without authorization or lost during unauthorized shipping.
9. Inspection & Approval
Every returned product undergoes a detailed quality inspection.
If the returned product:
- shows signs of wear
- has been altered
- is missing certificates, invoices, packaging, or accessories
- or fails our quality inspection,
PEARLS & CARATS reserves the right to reject the return or exchange request and return the product to the customer.
10. Certification
Every eligible natural diamond jewellery piece is supplied with its original authenticity certificate.
Returns or exchanges may not be accepted if the original certificate is missing, damaged, altered, or not returned with the product.
11. Force Majeure
PEARLS & CARATS shall not be liable for delays in processing returns, exchanges, or refunds arising from circumstances beyond our reasonable control, including natural disasters, transportation disruptions, strikes, government restrictions, or other force majeure events.
12. Changes to this Policy
PEARLS & CARATS reserves the right to modify or update this Return, Exchange & Refund Policy at any time. The latest version will be published on our website and will apply from the stated Effective Date.
13. Contact Us
For any questions regarding returns, exchanges, cancellations, or refunds, please contact us:
Email: support@pearlsandcarats.com