Return, Refund & Cancellation Policy

Effective Date: [05/08/2026]

At Carat Legacy, every piece of jewellery is crafted with exceptional care and attention to detail. We strive to ensure that every customer has a seamless shopping experience. This policy explains the conditions for order cancellations, returns, exchanges, and refunds.

1. Order Cancellation

Before Manufacturing Begins

Orders may be cancelled before manufacturing or processing begins by contacting our customer support team.

If payment has already been received, any eligible refund will be processed using the original payment method.

After Manufacturing Begins

As many of our products are customized or made-to-order, cancellation requests received after manufacturing has started may not be accepted.

If cancellation is possible at this stage, applicable manufacturing, material, or administrative charges may be deducted before processing any refund.

2. Customized Jewellery

Customized, engraved, personalized, or made-to-order jewellery is specially created according to customer specifications.

Therefore, such products are generally not eligible for return or refund, except where:

• The wrong product was delivered. 
• The product arrives damaged during transit. 
• The product has a verified manufacturing defect. 

3. Return Eligibility

Customers may request a return only if:

• The incorrect item was delivered. 
• The product was damaged during shipping. 
• The product has a manufacturing defect. 
• The delivered product significantly differs from the confirmed order. 

To initiate a return request, customers should contact us within 48 hours of delivery and provide relevant photographs or videos, along with their order details.

4. Non-Returnable Items

The following items are generally not eligible for return:

• Customized jewellery 
• Engraved products 
• Made-to-order products 
• Products damaged due to misuse, accidents, improper handling, or unauthorized repairs 
• Products showing signs of wear after delivery 

5. Return Process

To request a return:

• Contact our customer support team. 
• Share your Order ID. 
• Provide photographs or videos explaining the issue. 
• Our team will review the request. 
• If approved, return instructions will be shared. 

Products should be returned in their original condition along with:

• Original invoice 
• Product certificates (if applicable) 
• Original packaging 
• Complimentary accessories (if any) 

6. Refund Process

Once the returned product is received and successfully inspected, eligible refunds will be processed.

Approved refunds are generally credited to the original payment method within 7–10 business days, depending on the payment provider or bank.

Shipping charges, if any, may not be refundable unless the return is due to an error on our part.

7. Exchange Policy

Eligible products may be exchanged, subject to product availability and inspection.

Customized or personalized jewellery is generally not eligible for exchange unless the issue is due to a manufacturing defect or an error by Carat Legacy.

8. Damaged or Incorrect Deliveries

If you receive a damaged, defective, or incorrect product:

• Notify us within 48 hours of delivery. 
• Keep all original packaging. 
• Do not use the product. 
• Share photographs and videos to assist our review. 

We will investigate the issue and, where appropriate, arrange for a replacement, repair, or refund.

9. Manufacturing Defects

If a genuine manufacturing defect is identified after inspection, Carat Legacy will determine the appropriate resolution, which may include:

• Repair 
• Replacement 
• Refund 
• Store credit 

The appropriate resolution will depend on the nature of the issue.

10. Refund Exceptions

Refunds may not be approved where:

• Incorrect size was selected by the customer. 
• The customer changes their mind after production has begun. 
• The product has been damaged due to misuse or improper care. 
• The issue results from normal wear and tear. 
• The request falls outside the applicable return period. 

11. Contact Us

For assistance regarding cancellations, returns, or refunds, please contact:

Carat Legacy

Website: https://caratlegacy.com

Email: support@caratlegacy.com (Update if different.)

Phone / WhatsApp: +91 88844 40713

Address: JP Nagar, Bengaluru, Bengaluru Urban, Karnataka, India (Update with your complete registered business address.)