Refund policy

Last updated: [9 july 2026]

We craft every Caratiyo piece to be treasured. If it isn't quite right, our 30-day return and exchange policy makes putting it right simple and transparent.
You may request a refund or an exchange within 30 days from the date of delivery. After 30 days we are unable to offer a refund or exchange, except where an item is defective or damaged. Only one return or exchange is permitted per order.

1. How to Start a Return or Exchange
Before sending anything back, please contact our Customer Care team at info@caratiyo.com to request return authorisation. We will confirm your eligibility and provide return instructions and the correct return address. Items sent back without prior authorisation may be refused.

2. Eligibility
To be eligible for a return or exchange, your item must be:
•   Unworn, unused and in the same condition in which you received it
•   Returned in its original packaging
•   Accompanied by any diamond or jewellery certificate(s) and all original documentation and complimentary items
We reserve the right to refuse a return if the item shows signs of wear, damage, alteration or tampering, or is not in its original condition.

3. Items That Cannot Be Returned or Exchanged
Custom, personalised or engraved items
Made-to-order, customised, personalised or engraved pieces are created specifically for you and are not eligible for return, refund or exchange. We guide you through the design details before production to help ensure you are happy with your piece. Changes requested after delivery of a custom item may incur remake or labour fees.
Resized or third-party modified items
Items that have been resized, engraved, or altered by a third party after delivery are not eligible for return or exchange.
Pierced earrings
For hygiene and safety reasons, we cannot accept returns or exchanges on pierced earrings unless they arrive faulty.
Final sale and clearance
Items marked “Final Sale” or purchased from clearance are not eligible for return, refund or exchange.

4. Defective, Damaged or Incorrect Items
In the rare event that your order arrives defective, damaged or incorrect, we will make it right at no cost to you through a repair, replacement or refund. Please contact us at info@caratiyo.com within 7 days of delivery with your order number and photographs of the issue so we can arrange the return and resolution.

5. Exchanges
Exchanges follow the same 30-day window and eligibility rules as returns. Once we receive and inspect the returned item and confirm it meets our eligibility criteria, we will process your exchange. If the new item differs in price, we will either collect the balance or refund the difference to your original payment method. Any difference in applicable shipping may apply.

6. Return Shipping
Unless your item was defective, damaged or incorrect, you are responsible for return shipping costs. We recommend using a reliable, trackable and insured shipping method, especially for higher-value pieces, and retaining your proof of postage. We are not responsible for returns that are lost, stolen or damaged in transit.
Packing your return
•   Use the original packaging wherever possible, and include all documentation and complimentary items.
•   Write your order number clearly on the outside of the parcel.
•   For security, do not write words such as “jewellery” or “diamonds” on the outside of the package.
•   Returns without identifiable order information may be delayed or refused.

7. Fees and Deductions
•   Missing certificates or documentation may incur a replacement fee, which will be deducted from your refund.
•   Original shipping charges, handling fees, taxes, duties and other service costs are generally non-refundable, unless the item received was defective, damaged or incorrect.
•   Rush or express-production fees are non-refundable once production has begun, typically within 24 hours of placing your order. Express shipping fees are non-refundable once an item has been dispatched.
•   Where permitted, a restocking fee and any applicable shipping charges may be deducted from your refund.

8. Refund Process
Once your return is received, our quality team will inspect it. This may take a few business days depending on order volume. We will then notify you by email whether your refund has been approved or declined.
Approved refunds are issued to your original payment method. Please allow 7–10 business days for the refund to appear, as banks and payment providers may need additional time to process it. Returns that do not meet our policy may be declined and returned to you.

9. Order Cancellations
If you change your mind about a custom or made-to-order piece, please contact us within 48 hours of placing your order. Cancellations requested after 48 hours may incur a fee of up to 15% of the order value to cover materials and labour already committed. If an order has already been dispatched, our return policy applies instead.

10. Comparative Purchasing
Buying multiple pieces with the intention of keeping one and returning the rest (“comparative purchasing”) is not permitted. To keep our craftsmanship and prices fair for everyone, orders we reasonably suspect to be comparative may be held from shipping or from return.

11. Complimentary Gift with Purchase
If your order qualified for a complimentary gift as part of a promotion and a return brings the order total below the qualifying threshold, we reserve the right to deduct the retail value of that gift from your refund, unless the gift is also returned unused and in its original condition. For hygiene reasons, complimentary earrings cannot be returned, and their retail value will be deducted if a return drops the order below the qualifying amount.

12. Contact Us
For any questions about returns, exchanges, or your order, our team is happy to help:
Brand: Caratiyo (operated by R S Sakhiya Diamond)
Email: info@caratiyo.com
Phone: +91-99799 83371 
Address: 71, 2ND FLOOR, PATEL PARK SCIETY Varachha Main Rd, behind Geetanjali Petrol Pump, Kodiyar Nagar, Surat, Gujarat 395006  
Website: https://www.caratiyo.com