Refund, return and cancellation
What happens if you change your mind, or if something is wrong.
The short version
| Cancel before dispatch, within | 24 hours of ordering |
|---|---|
| Return window | 7 days from delivery |
| Refund issued within | 10 days of the piece coming back |
| Delivery — metros | 3 – 5 working days |
| Delivery — rest of India | 5 – 9 working days |
| Payment methods | UPI, credit and debit cards, net banking, and wallets |
Cancelling before dispatch
You can cancel a ready-made order within 24 hours of placing it, provided it has not been dispatched. Email support@caratmode.com with your order number. You get the full amount back, including delivery.
Cancelling a custom order
You can cancel a custom order within 24 hours of placing it. We deduct a processing charge of 1% of the piece's value and refund the rest. After 24 hours the piece is in work and the order can't be cancelled.
Returning after delivery
You have 7 days from delivery to return a piece. It must come back unworn, undamaged, in its original box, with the certificate and every tag still attached.
We cannot take back pieces made or engraved to your order, earrings once the seal is broken, or anything altered or resized elsewhere. That is for hygiene and because a personalised piece cannot be resold.
The refund policy is applicable only for products in marketable condition. If a product is observed to have been damaged by the customer or is in used condition, the returns warranty stands void. It is obligatory upon our Customers / Brand Partners to exercise the Product Return & Refund Policy in fairness.
If it arrives damaged or wrong
Tell us within 48 hours of delivery and send photographs. If we sent the wrong piece or it arrived damaged, we collect it at our cost and either replace it or refund you in full. This is separate from the return window above and is not limited by it.
Getting your money back
Once we have the piece back and have checked it, the refund is issued within 10 days to the account you paid from. How long it then takes to appear is up to your bank.
What happens to commission
When an order is cancelled or returned, the business volume it created is cancelled too, and any commission already paid on it is reversed. This is visible on the brand partner's statement as a reversal beside the original entry — nothing is deleted, so both sides of the correction can be seen.