1. What is the return window? — We accept return requests within 14 calendar days of delivery (for online orders) or pickup (for store walk-in orders).

2. How do I return an online order? — If your order was home-delivered, raise a return request and we'll generate a Return Request Number (RRN), then schedule a courier pickup from your address. If you choose store pickup, you can either return the product at the store or request a home pickup; both are treated the same way.

3. Can I return something I bought at a physical store? — Yes. You can return it in two ways: bring it back to the store, or request a courier pickup from your home. Either way, we generate an RRN and route the product to our central warehouse.

4. What happens when I hand over a return at a store? — We record a short video at the time of handover, capturing the product, its box, certificate, and accessories, along with its visible condition for walk-in purchases returned at a store. This video is linked to your RRN and serves as our shared record if any questions come up later. This handover check is a visual verification, not a full quality check; the final call happens at the warehouse.

5. Who picks up my return, and what do they check? — All home pickups are handled by our authorised courier partner. They collect the package and scan it for pickup confirmation; they don't open it, inspect it, or make any call on damage. That assessment happens only at our warehouse.

6. What if I miss the pickup? — We'll make two pickup attempts. If both are missed, the return request is automatically closed, and you're welcome to raise it again as long as you're still within the 14-day window.

7. Can I cancel a return once I've raised it? — Yes, up until the courier completes the pickup scan. Once that scan happens, the return is locked in and can no longer be cancelled.

8. How is my return quality-checked, and by whom? — Every return, regardless of channel, goes through a quality check (QC) at our central warehouse. We look at packaging integrity, product condition, stone setting and structure, weight, and whether the certificate and all accessories are present. This is the only QC that counts; stores and courier partners don't have the authority to approve, reject, or promise refund outcomes.

9. When and how will I get my refund? — Refunds are initiated only after your return passes warehouse QC, and are processed through our central systems within 7-15 business days to your original payment method. If QC finds damage or missing items, the refund is rejected; if the result is unclear, we review it manually before deciding.

10. Are Cash on Delivery (COD) orders refunded? — COD orders are refunded only if there's a prepaid component to the order. If the full amount was paid on delivery in cash, there's no refund to process.

11. How should I pack my return, and what if it's missing something? — Please pack the product securely, following any packing instructions we've shared. We're not able to accept liability for damage caused by improper packing. Similarly, if the certificate, stones, or accessories are missing when the product reaches our warehouse, the return will fail QC and the refund will be rejected.

12. What products aren't eligible for return? — We can't accept returns raised after the 14-day window, or products that have been altered, resized, or tampered with, are missing their certificate, box, or accessories, or show clear signs of customer-induced damage. That said, the final call is always made after warehouse QC, not before.