Return, Refund & Cancellation Policy
Our Commitment to Your Satisfaction at Surana Gems & Jewels
Introduction
At Surana Gems & Jewels, we are committed to ensuring your complete satisfaction with every purchase. This Return, Refund & Cancellation Policy outlines the terms and conditions governing returns, refunds, and cancellations of orders placed through our website or at our physical locations.
Please read this policy carefully before making a purchase. By purchasing from Surana Gems & Jewels, you agree to be bound by the terms of this policy.
Return Policy
We want you to be completely satisfied with your purchase. If you are not satisfied with your jewelry item, you may return it within the specified time frame, subject to the conditions outlined below.
Return Eligibility
Items are eligible for return if they meet the following criteria:
- Return request must be initiated within 7 days of delivery or purchase
- Item must be in its original condition, unworn, and unaltered
- All original tags, certificates, and packaging must be included
- Item must not have been damaged, tampered with, or used
- Custom-made or personalized items are not eligible for return unless there is a manufacturing defect
- Items purchased during special sales or promotions may have different return terms (as specified at the time of purchase)
Return Process
- Contact our customer service team within 7 days of delivery or purchase to initiate a return request
- Provide your order number, reason for return, and any relevant photographs if applicable
- Our team will review your request and provide a Return Authorization (RA) number if approved
- Package the item securely in its original packaging with all certificates and documentation
- Ship the item to our designated return address using a trackable shipping method
- Once we receive and inspect the returned item, we will process your refund or exchange
Non-Returnable Items
The following items are not eligible for return:
- Custom-made or personalized jewelry items (unless defective)
- Items that have been worn, damaged, or altered
- Items returned after the 7-day return period has expired
- Items without original packaging, certificates, or tags
- Items purchased from special sales or clearance events
- Items that have been resized or modified after purchase
- Gift cards, vouchers, or promotional items (unless otherwise specified)
Refund Policy
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Refund Processing
- Refunds will be processed within 7-14 business days after we receive and inspect the returned item
- Refunds will be issued to the original payment method used for the purchase
- Shipping charges are non-refundable unless the return is due to our error or a defective product
- If you received a gift and want to return it, we will issue a store credit or gift card
- Partial refunds may be issued if the returned item shows signs of wear or damage beyond normal handling
Refund Timeline
Credit Card/Debit Card: 7-14 business days after processing
Bank Transfer: 5-10 business days after processing
Store Credit/Gift Card: Immediate upon approval
Note: The time it takes for the refund to appear in your account depends on your bank or credit card company's processing time.
Cancellation Policy
You may cancel your order before it is shipped or processed for customization. Once an order has been shipped or work has begun on a custom piece, cancellation may not be possible.
Cancellation Terms
- Orders can be cancelled within 24 hours of placement without any charges
- Orders that have entered production or customization cannot be cancelled
- Cancellation requests must be made via email or phone call to our customer service team
- If payment has been processed, a full refund will be issued within 7-14 business days
- Custom-made or personalized items cannot be cancelled once production has begun
Exchange Policy
We offer exchanges for items of equal or greater value within 7 days of delivery or purchase, subject to availability and eligibility criteria.
- Exchanges are subject to the same conditions as returns
- If the new item is of higher value, you will be charged the price difference
- If the new item is of lower value, we will issue a refund for the difference
- Exchanges are subject to item availability in our inventory
- Custom-made items cannot be exchanged unless there is a manufacturing defect
Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately. We will arrange for a replacement or full refund at no additional cost to you.
- Report the issue within 48 hours of receiving the item
- Provide photographs of the defect or damage for our review
- We will cover all return shipping costs for defective items
- Replacement will be shipped once we receive and verify the defective item
- If a replacement is not available, a full refund will be issued
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error, a defective product, or incorrect item received.
- Use a trackable shipping method to ensure safe delivery
- We recommend insuring the package for its full value
- Surana Gems & Jewels is not responsible for items lost or damaged during return shipping
- For defective items or our errors, we will provide a prepaid return shipping label
Quality Assurance
At Surana Gems & Jewels, we stand behind the quality of every piece. All our jewelry is handcrafted with premium materials and undergoes rigorous quality checks before delivery. Every diamond is certified, and every gold piece bears Hallmark verification.
If you have any concerns about the quality of your purchase, please contact us immediately. We are committed to resolving any issues to your complete satisfaction.
Contact Us for Returns & Refunds
For any questions regarding returns, refunds, or cancellations, please contact our customer service team:
Surana Gems & Jewels
Manufacturing Unit: 365-Surana Bhawan, Hanuman Ji ka Rasta, Gopal Ji ka Rasta, Johari Bazaar, Jaipur-302003
Boutique: D-6 Roop Vihar, Mohan Marg, New Sanganer Road, Jaipur-302019
Business Hours: Monday - Saturday: 10:00 AM - 7:00 PM | Sunday: 11:00 AM - 5:00 PM
Policy Updates
Surana Gems & Jewels reserves the right to modify this Return, Refund & Cancellation Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically to stay informed about our return and refund procedures.
Last updated: January 10, 2026