Return & Refund Policy

At CARATGLOW, we take great pride in the craftsmanship of our jewellery and the satisfaction of our customers. However, if for any reason you're not entirely happy with your purchase, we’re here to help.

1. Eligibility for Returns

• The item must be unused, unworn, and in original packaging with tags, certificates, and invoices intact.
• Return request must be initiated within 1 day of delivery.
• Only items purchased directly from www.caratglow.com are eligible for return.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Customized or personalized jewellery
• Items purchased on clearance/sale
• Gift cards or promotional vouchers
• Pierced jewellery (like earrings) due to hygiene reasons

3. Return Process

a) Request a Return

Email us at care.caratglow@gmail.com with:

• Order number
• Valid reason for return
• Photos of the product (for quality check)

b) Return Authorization

Once approved, you will receive:

• Return authorization code
• Shipping instructions or a scheduled pickup (if applicable)

c) Packaging

Securely pack the item in its original box. Include:

• Original invoice
• Certificates (if any)
• Authorization code

d) Shipping the Product

• Use a trackable shipping service.
• We are not responsible for lost or damaged returns.
• For domestic returns, customers are responsible for return shipping costs.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• If approved, refunds will be processed within 5–10 business days.
• Refunds will be issued to your original payment method.
• Shipping charges, COD fees, and gift wrapping charges are non-refundable.

5. Late or Missing Refunds

If you haven’t received a refund yet:

• Check your bank or credit card account again.
• Contact your bank or payment provider.
• If the issue persists, contact us at care.caratglow@gmail.com.

6. Exchanges

We replace items only if they are defective or damaged upon arrival. For exchanges, contact us within 24 hours of delivery.

7. Damaged or Defective Items

• Contact us within 24 hours of delivery with an open-box video or photos.
• Share photos and a brief description of the issue.
• We will offer a free replacement, repair, or full refund based on the case.

8. Cancellations

Once the order is placed, it cannot be cancelled.