Returns And Exchange Policies

PART A: 10-Day Return Policy

At Precious Carats, we want every gemstone to be the right one for you.

Loose Gemstones

Loose gemstones may be returned within 10 days of delivery, subject to inspection. The gemstone must be in its original, unaltered condition — unset, undamaged, and returned with all accompanying lab certificates (both the complimentary certificate and any paid certification you opted for) and invoice. Packaging should be returned where possible but is not mandatory.

All returns require a Return Authorization (RA) number from our team before shipping. Your refund will be the full gemstone price including all taxes — no deductions. If you opted for a paid third-party certification (IGI, IIGJ, etc.) at the time of purchase, that fee is non-refundable as the service has been rendered, but the physical certificate must be returned with the stone. Refunds are processed within 5–7 business days of receiving and inspecting the gemstone.

Outbound shipping is free and fully insured by us. Return shipping is also free — we arrange a fully insured pickup from your doorstep.

Gemstone Jewelry (Custom Orders)

Custom jewelry is made to your specifications. Orders may be cancelled within 18 hours of order confirmation for a full refund (the only possible deduction is a paid certification fee if the certificate has already been submitted to a lab). After 18 hours, the order is deemed to have entered production and cannot be cancelled or returned, except for a manufacturing defect, quality deficiency, or mismatch with the agreed specifications.

International Orders

International orders are not eligible for return at this time. Please contact our team before purchasing if you have questions.

Sensitive Gemstones — Please Read Before Purchase

Pearl, coral, Ethiopian opal, turquoise, and other organic or porous gemstones are sensitive to skin contact, moisture, heat, perfume, and ritual use. Even brief handling or exposure can permanently alter these materials and may result in a return being declined. Please handle with care during the return window and perform any energization or puja only after you have decided to keep the gemstone.

A Note on Astrological Gemstones

We offer gemstones in keeping with Vedic astrological tradition — following established gemstone-to-planet correspondences and the guidance astrologers commonly give. Every stone we sell is an authentic, certified gemstone, chosen for its genuine quality.

What we do not do is promise specific outcomes. A gemstone's effect on your life — in career, health, relationships, or fortune — is a matter of personal faith, and it varies from person to person. We are here to supply you with a genuine, certified gemstone in line with astrological tradition; the rest is between you, your beliefs, and your astrologer. For this reason, dissatisfaction with astrological results is handled under our standard 10-day return window, not as a product defect.

Before We Ship — Pre-Packing Video

Every gemstone is recorded on video by our team before packing — showing weight, appearance, certificate details, and the packing process. This video is shared with you via WhatsApp before dispatch.

Your shipment is delivered with secure verification (OTP, ID, and signature on higher-value orders), so it reaches only you. We still recommend recording a short unboxing video when you open the package — paired with our pre-packing video, it is the simplest way for us to resolve any question about the gemstone's condition on arrival. It only takes a moment, and it protects both of us.

Damaged, Wrong, or Misdescribed Product

If your gemstone arrives damaged, or does not match its description or certificate, report the issue within 48 hours of delivery with your unboxing video and photos. Please contact us before shipping the stone back so we can issue a Return Authorization.

The Return Process

All returns — whether for change of mind or a reported defect — follow the same process:

  1. Contact our concierge on WhatsApp or email to request a Return Authorization (RA) number. Please do not ship without an RA.

  2. We share your refund details — the RA number, return address, and refund confirmation — before you ship.

  3. We arrange a free insured pickup from your doorstep. Pack the gemstone securely with all original certificates and invoice. Our courier will collect it.

  4. We inspect the gemstone against the original lab certificate, product listing visuals, and pre-packing video.

  5. We process your refund within 5–7 business days of inspection:

    • If inspection confirms a genuine defect, mismatch, or transit damage: Full refund of the entire amount paid — no deductions.

    • If the gemstone is not defective: Standard voluntary return terms apply — full gemstone price refunded, paid third-party certification fees (if any) are non-refundable.

If you discover a latent defect (a hidden defect not visible at the time of delivery) after the 48-hour window, contact us within 30 days of delivery with clear photographs and a detailed description of the defect, including why it was not apparent on delivery. We will review your claim and, if warranted, ask you to return the gemstone for our inspection. Please refer to our Terms & Conditions for details.

Transit Insurance & Secure Delivery

Every outbound shipment is fully insured by us. Orders above ₹20,000 are delivered through a secure precious-cargo service (BVC Logistics, Sequel Logistics, or equivalent) that verifies the recipient by OTP, ID, and signature at delivery — so your gemstone reaches only you. Orders of ₹20,000 or below ship via a priority service with proof of delivery (Blue Dart Priority or equivalent). If a shipment is lost or damaged in transit, we handle the insurance claim and you receive a full refund or replacement.

For return shipments, we arrange a fully insured pickup — you don't need to find a courier or arrange insurance. We handle it.

Our Right to Decline Returns

Every gemstone we sell is certified with exact weight, dimensions, and identification. Every stone is individually photographed on our website, and every dispatch is documented on video. All returns are verified against the original certificate, product listing visuals, and pre-packing video before approval. If a returned gemstone does not match our records, we reserve the right to decline the return and will share our documented reasons with you.

Precious Carats' assessment of a return — based on the certificate, product listing visuals, pre-packing video, and physical inspection — is the final determination for the purposes of our return process. If you ever disagree with a decision, our Grievance Officer is here to help.

We stand fully behind the authenticity of every stone. If you ever believe a gemstone is not what we represented — for instance, that a natural stone is synthetic, or an unheated stone is treated — we will have it independently tested at an accredited gemological laboratory. If the stone is found to be misrepresented, we refund you in full, including the testing cost.

Grievance Officer

  • Name: Gitanshu Goyal

  • Designation: Founder & Managing Director

  • Email: admin@preciouscarats.com

  • Phone: +91 99801 98011

  • Registered Address: Kucha Mahajani, Chandni Chowk, North Delhi, Delhi — 110006

  • GSTIN: 07AAQCP3798M1ZD

We acknowledge complaints within 48 hours and aim to resolve within 30 days.

PART B: Terms & Conditions

B1. Definitions

  • "Delivery Date" — the date on which the product is delivered as confirmed by the courier's delivery record (POD / OTP).

  • "Return Window" — 10 calendar days from Delivery Date.

  • "Original Condition" — the gemstone:

    • (a) has the same weight (±0.02 ct), dimensions, and physical characteristics as recorded on the lab certificate, product listing visuals, and pre-packing video;

    • (b) shows no signs of setting, drilling, chipping, scratching, heating, chemical treatment, or any physical alteration;

    • (c) shows no signs of wear, skin contact residue, adhesive marks, pressure marks, or mounting marks under 10x loupe;

    • (d) for sensitive gemstones: no moisture exposure, skin oil absorption, discoloration, luster changes, or surface alteration consistent with wear or environmental contact. Every rejection must be documented with photographs, magnified images, written inspection notes, and comparison against the product listing visuals, pre-packing video, and certificate. Undocumented rejections are not permitted.

  • "Pre-Packing Video" — video recorded by Precious Carats before dispatch showing weight, appearance, certificate details, and packing, shared with the buyer before courier handover.

  • "Store Credit" — non-transferable balance on the buyer's Precious Carats account, usable on preciouscarats.com only, not redeemable for cash, valid 6 months from issuance.

  • "Custom Jewelry" — any jewelry item created, assembled, or modified to the buyer's specifications.

  • "Sensitive Gemstone" — pearl, coral (moonga), Ethiopian opal, turquoise, lapis lazuli, and any other organic, porous, or environmentally reactive gemstone whose surface or appearance can be altered by skin contact, moisture, heat, or ritual use.

  • "Order Confirmation" — the timestamp on Precious Carats' order confirmation sent via email, WhatsApp, or displayed on the website at checkout — whichever is earliest.

  • "Cancellation Window (Custom Jewelry)" — 18 hours from Order Confirmation. After this period, the order is deemed to have entered production.

B2. Return Eligibility

  • 2.1. Loose gemstones may be returned within the Return Window for a refund, subject to Sections B3, B4, and B5.

  • 2.2. Custom Jewelry:

    • (a) May be cancelled within 18 hours of Order Confirmation, for a full refund. The only deduction permitted is the cost of any paid third-party certification already submitted to a lab before cancellation. No other pre-production costs (CAD design, consultation, sourcing) are charged to the buyer on cancellation within the 18-hour window.

    • (b) After 18 hours, the order cannot be cancelled, returned, or exchanged, except for a manufacturing defect, quality deficiency, or mismatch with agreed specifications (Section B6 applies).

  • 2.3. Not eligible for return:

    • (a) Gemstones not in Original Condition.

    • (b) Gemstones returned without the original lab certificate (see B3.5 for the sole exception).

    • (c) Custom jewelry after the Cancellation Window (except defect under B6).

    • (d) International orders (at this time).

    • (e) Products purchased under separate bulk/wholesale terms.

  • 2.4. Documentation: All accompanying lab certificates (complimentary and paid), invoice, and original packaging (where possible) must be returned. All certificates — including paid third-party certifications (IGI, IIGJ, etc.) — must be returned with the gemstone because they are specific to that stone and have no independent value without it. Packaging absence alone does not invalidate an otherwise eligible return.

B3. Inspection, Verification & Right to Decline

  • 3.1. All returned gemstones are inspected before any refund is processed.

  • 3.2. Inspection standard:

    • (a) Weight comparison (±0.02 ct) against certificate, product listing, and pre-packing video.

    • (b) Dimensional comparison against certificate.

    • (c) 10x loupe inspection for chips, scratches, drill marks, adhesive, pressure marks, mounting marks, signs of setting or wear.

    • (d) Visual fingerprint comparison: inclusion pattern, color zoning, surface features against product listing photographs, pre-packing video, and certificate photo/plot.

    • (e) Sensitive gemstones: luster changes, moisture marks, skin oil, discoloration, surface etching.

    • (f) Certificate number verification against invoice and dispatch records.

    • (g) Photographic and video documentation with written inspection notes.

  • 3.3. Right to decline. PreciousCarats reserves the right to decline any return if the gemstone does not match the certificate, product listing visuals, and pre-packing video, or fails the Original Condition inspection. Precious Carats' assessment of a return — based on the certificate, product listing visuals, pre-packing video, and physical inspection — is the final determination for the purposes of our return process. If you disagree, our Grievance Officer is here to help (Section B9).

  • 3.4. If declined, Precious Carats will communicate the reason in writing with photographic and documentary evidence. The gemstone will be returned to the buyer at the buyer's cost.

  • 3.5. Missing certificate — rejection by default. If the certificate is missing:

    • (a) Return is not eligible under the standard policy.

    • (b) At Precious Carats' sole discretion: re-certification at the buyer's cost (actual lab fee + ₹500 handling, communicated before processing). Refund paused until new certificate is issued and identity confirmed.

    • (c) If buyer declines, or re-certification does not confirm identity: gemstone returned, no refund.

  • 3.6. Pre-Packing Video: Recorded and shared before every dispatch. Constitutes dispatch-state evidence. Retained 180 days minimum, or until any dispute is resolved.

  • 3.7. Buyer notified of inspection outcome within 3 business days.

B4. Shipping, Insurance & Transit Risk

  • 4.1. Outbound: All domestic orders ship fully insured.

    • (a) Orders above ₹20,000 ship via a secure precious-cargo logistics service (BVC Logistics, Sequel Logistics, or equivalent) that delivers against OTP verification, recipient ID, and signature on delivery. Delivery is confirmed only when the recipient's OTP is entered and signature captured.

    • (b) Orders of ₹20,000 or below ship via standard insured, tracked delivery with proof of delivery (POD/OTP as available).

    • (c) The buyer assumes responsibility for the gemstone upon confirmed delivery.

  • 4.2. Genuine transit loss or damage (shipment lost, stolen in transit, or damaged before delivery — i.e., no valid OTP/signature delivery confirmation exists):

    • (a) Precious Carats files and pursues the insurance claim. The buyer does not deal with the courier or insurer.

    • (b) Full refund or replacement, buyer's choice, within 5 business days of the courier confirming the loss or damage.

    • (c) If the courier's investigation is ongoing, Precious Carats updates the buyer every 7 days and resolves within 30 days.

    • (d) The buyer bears no cost.

  • 4.2A. Confirmed delivery / claim of non-receipt:

    • (a) For orders above ₹20,000 delivered via secure precious-cargo logistics (OTP + ID + signature): a shipment delivered against the buyer's own OTP, ID, and signature is deemed delivered, and Precious Carats' delivery obligation is fully discharged. Transit insurance does not cover a package after confirmed, verified delivery.

    • (b) If the buyer reports non-receipt despite valid delivery proof, Precious Carats will share the complete delivery record — OTP confirmation, ID verification, signature, GPS, and timestamp — with the buyer.

    • (c) Where the buyer believes the delivered package was stolen or misappropriated after delivery, Precious Carats will assist the buyer's recovery by providing all delivery documentation to support a theft complaint (including an online e-FIR, which can be filed without visiting a police station). Precious Carats will cooperate with any resulting investigation.

    • (d) Precious Carats is not obligated to refund or replace an order delivered against valid OTP, ID, and signature verification. Any goodwill resolution in such cases is at Precious Carats' sole discretion.

    • (e) For orders of ₹20,000 or below (standard delivery), claims of non-receipt are assessed against the courier's proof of delivery and resolved on a reasonable, good-faith basis.

  • 4.3. Return shipping — arranged by Precious Carats:

    • (a) Precious Carats arranges a free, fully insured reverse pickup from the buyer's address for all eligible returns.

    • (b) The concierge will schedule the pickup after issuing the RA number. The buyer must pack the gemstone securely with all original certificates and invoice.

    • (c) Transit insurance on the return shipment is borne by Precious Carats. Risk of loss or damage during return transit lies with Precious Carats from the point of courier pickup.

    • (d) If the buyer self-ships without using the arranged pickup, Precious Carats is not responsible for loss or damage during return transit unless the buyer can provide proof of insured, tracked shipment.

  • 4.4. Return transit — loss or damage:

    • (a) If Precious Carats' arranged pickup is used: Risk of loss or damage lies with Precious Carats from the point of courier collection. Precious Carats files any insurance claim. If the return shipment is lost or damaged in transit, the return is treated as received and the refund is processed.

    • (b) If the buyer self-ships against instructions: Risk lies with the buyer until the gemstone is physically received and logged by Precious Carats. Buyer must provide proof of insured, tracked shipment.

    • (c) Receipt rule: Precious Carats acknowledges receipt when physically received, logged, and verified (recipient name, package weight, delivery timestamp). If courier tracking shows "delivered" but item cannot be located after internal investigation (receiving logs, CCTV), and courier provides verifiable proof (signed POD, GPS, weight match), Precious Carats accepts the return.

  • 4.5. Single return lane for all claims. All returns — including reported defects — follow the same process: Precious Carats arranges pickup, inspects on receipt. Whether the product is defective is determined by inspection, not the buyer's characterisation. If inspection confirms a genuine defect, mismatch, or transit damage: full refund with zero deductions (Section B6).

B5. Refund Processing

  • 5.1. Refund on voluntary returns: The buyer receives a full refund of the gemstone price. Precious Carats absorbs payment gateway/processing fees — no deduction to the buyer.

  • 5.2. Non-refundable items: If the buyer opted for a paid third-party lab certification (IGI, IIGJ, etc.) at the time of purchase, the certification fee is non-refundable — the service has been rendered and the cost is irrecoverable. However, the physical certificate must be returned with the gemstone as it is tied to that specific stone and is required for identity verification (Section B2.4).

  • 5.3. GST on returns: GST paid on the original transaction is fully refunded to the buyer. Precious Carats will issue a credit note and adjust output tax liability in accordance with applicable GST rules.

  • 5.4. Refunds initiated within 5 business days of successful inspection.

  • 5.5. Refund methods:

    • Credit/Debit Card, Net Banking, UPI: Original payment method

    • COD: Bank transfer (NEFT/IMPS)

    • EMI: Original payment method; EMI closure per bank's policy

    • Store Credit used: Restored to store credit balance

  • 5.6. Bank processing may take an additional 5–7 business days.

  • 5.7. COD refunds: Buyer provides bank details within 14 days (disclosed at COD order confirmation). Two reminders sent. If no response by day 14, refund issued as store credit. Buyer may convert to bank transfer later.

  • 5.8. Confirmed defective/misdescribed: Full refund per Section B6 — no deductions.

B6. Defective, Wrong, or Misdescribed Products

  • 6.1. If inspection confirms a product is defective, deficient, or does not match its description, certificate, product listing visuals, or pre-packing video:

    • (a) Full refund — gemstone price, all taxes, all charges. No deductions.

    • (b) OR free replacement, buyer's choice.

    • (c) Return pickup is arranged by Precious Carats at no cost (same as all returns).

  • 6.2. Claim timelines:

    • (a) Transit damage / wrong item / visible mismatch: Within 48 hours of delivery with unboxing video and photographs. Claims after 48 hours for issues apparent on delivery may be declined.

    • (b) Latent defect (undisclosed treatment, structural weakness, certification inaccuracy): Within 30 days of delivery with clear photographs and detailed written description of the defect and why it was not discoverable on delivery. Precious Carats reviews, and if warranted, asks for the stone back for inspection against certificate, product listing visuals, and pre-packing video. Response within 7 business days.

    • (c) Change of mind, aesthetic preference, astrological unsuitability are not defects — governed by the 10-day Return Window, not this section.

  • 6.3. RA number recommended but not mandatory for defect claims.

B7. Exchanges

  • 7.1. One exchange per loose gemstone within the Return Window, subject to inspection and availability.

  • 7.2. Higher value: buyer pays difference. Lower value: difference as store credit.

  • 7.3. Exchanged gemstone is final. No further return or exchange. Defect provisions (B6) only.

B8. Return Authorisation

  • 8.1. RA number required before shipping voluntary returns. Returns without RA may be delayed.

  • 8.2. RA recommended but not mandatory for defect claims.

  • 8.3. RA number, return address, and refund confirmation communicated via WhatsApp/email.

B9. Disputes

9A. Right to Decline

  • 9A.1. Precious Carats may decline any return if the gemstone:

    • (a) Does not match the certificate, product listing visuals, and pre-packing video.

    • (b) Shows signs of alteration, wear, or condition degradation.

    • (c) Is returned without the certificate (subject to B3.5).

  • 9A.2. Precious Carats' assessment of a return — based on the certificate, product listing visuals, pre-packing video, and physical inspection — is the final determination for the purposes of our return process. If you disagree, our Grievance Officer is here to help.

  • 9A.3. Declined returns: documented reasons provided in writing. Gemstone returned at buyer's cost.

9B. Authenticity & Treatment Disputes

  • 9B.1. This section applies only where a buyer alleges that a gemstone is not what was represented in its identity or treatment — for example, that a stone sold as natural is synthetic or lab-grown, that a stone sold as unheated/untreated is in fact heated or treated, or that the species or variety differs from the certificate. It does not apply to disputes about colour preference, condition, wear, or astrological suitability, which are handled under the standard return process.

  • 9B.2. Such disputes are resolved by submitting the gemstone to an independent accredited gemological laboratory — the Indian Institute of Gems & Jewellery (IIGJ), Jhandewalan, New Delhi — for testing of identity and treatment status.

  • 9B.3. Cost follows the result. Precious Carats bears the testing cost upfront. If the lab finds the gemstone was misrepresented, Precious Carats provides a full refund (including the testing cost) or replacement at the buyer's choice, and bears return shipping. If the lab confirms the gemstone matches its certificate and representation, the testing cost and return shipping are borne by the buyer, and the gemstone is returned to the buyer.

  • 9B.4. The independent lab's finding on identity and treatment is accepted by both parties as conclusive for resolving the authenticity dispute.

9C. Escalation

  • 9C.1. If something is unresolved, our Grievance Officer will personally look into it. We acknowledge every concern within 48 hours and aim to resolve it within 30 days.

  • 9C.2. If we are still unable to resolve it to your satisfaction, you are free to pursue any remedy available to you, including the National Consumer Helpline (1800-11-4000) or the appropriate consumer forum.

  • 9C.3. For any dispute that reaches a court, the courts in Delhi, India will have jurisdiction.

B10. Anti-Abuse

  • 10.1. Misuse includes, but is not limited to: stone swapping, bulk-order-and-return, serial or excessive returns, false defect claims, and deliberate retention of the lab certificate to obstruct return identification.

  • 10.2. Precious Carats may restrict return privileges, decline COD, or report fraud.

  • 10.3. These measures apply to misuse only and never affect a genuine defect claim.

B11. Astrological Tradition & Outcomes

  • 11.1. Precious Carats offers gemstones in accordance with prevalent Vedic astrological traditions and teachings — including established gemstone-to-planet (graha) correspondences and rashi-based guidance. Our recommendations follow these traditional principles and the guidance commonly given by astrologers.

  • 11.2. Every gemstone is sold on the basis of its certified gemological properties: species, variety, origin, weight, dimensions, treatment status, and quality grade. The transaction is for the authentic, certified gemstone as described on the product page and certificate.

  • 11.3. While we respect and follow astrological tradition, Precious Carats does not promise, guarantee, or warrant any specific life outcome, result, miracle, or effect from wearing any gemstone — such as gains in career, wealth, marriage, health, or the prevention of misfortune. The effects of a gemstone are a matter of personal faith and belief, and vary from individual to individual. We are a supplier of authentic gemstones, not a guarantor of outcomes.

  • 11.4. Buyers are encouraged to consult their own astrologer or advisor for personal guidance. Astrological unsuitability, perceived negative effects, dissatisfaction with results, or an astrologer's advice to change or remove a gemstone does not constitute a product defect, deficiency, or mismatch. Such situations are governed by the standard 10-day Return Window (Section B2), not the defect provisions (Section B6).

B12. Entity Information

  • Legal Name: Precious Carats Pvt Ltd

  • CIN: U32112DL2025PTC458346 | GSTIN: 07AAQCP3798M1ZD

  • Registered Address: Kucha Mahajani, Chandni Chowk, North Delhi, Delhi — 110006

  • Customer Care: admin@preciouscarats.com, +91 99801 98011

  • Grievance Officer: Gitanshu Goyal, Founder & Managing Director, admin@preciouscarats.com