Return and refund policy

This policy covers pieces bought from Kraftr at kraftrjewelry.com. It doesn't take away any rights you have under the consumer law of your country.

The short version

• We don't take returns because you changed your mind. Each piece is made, hallmarked and often engraved for your order, so please check the size, metal and details before you pay.
• Something wrong with your piece? Tell us within 48 hours of delivery if it arrives damaged, faulty or not what you ordered. We collect it at our cost and repair it, replace it or refund you in full, whichever you prefer.
• Manufacturing faults that appear later are repaired free for 6 months from delivery.
• Cancelling is free within 24 hours of placing your order.
• Refunds go back to the way you paid, within 7 working days.

Change-of-mind returns

Because every piece is made, hallmarked and, where you ask for it, engraved for your order, we can't take a piece back because you've changed your mind, chosen the wrong size or found it cheaper elsewhere. We say this on the product page and at checkout, before you pay.

This doesn't affect your rights if a piece is damaged, faulty, not as described or late, set out below.

Damaged, faulty, wrong or late

Tell us within 48 hours of delivery if a piece:

• arrives damaged, or the parcel or its seal has been tampered with;
• has a manufacturing fault;
• is not what you ordered, or is not as described (metal, purity, weight, stone, size or engraving);
• arrives later than the date we promised, so it is no longer of use to you.

Please don't accept a parcel with a broken seal. Refuse it and tell us. If you notice a problem after opening it, keep all the packaging and, if you can, an unboxing video, and email us photos with your order number at care@kraftrjewelry.com.

We will book an insured pickup at our cost. When the piece reaches us, we check it, including its hallmark and HUID, within 2 working days. Then, as you prefer, we repair it, replace it or refund you in full, including any charges you paid. This applies to engraved pieces too, including if we misspelled the engraving.

Purity guarantee. Every gold piece carries a BIS hallmark with its own six-digit HUID, which you can check on the BIS Care app. If a BIS-recognised assaying and hallmarking centre finds a piece below the purity marked on it, we will pay you the compensation set by the BIS hallmarking regulations: twice the value of the shortfall in purity, plus the testing charges.

6-month manufacturing warranty

If a manufacturing fault appears within 6 months of delivery, such as a loose setting, a broken clasp or a faulty finding, we will repair it free, including the insured courier both ways. If it can't be repaired, we will replace it.

The warranty doesn't cover wear and tear, scratches, accidental damage, stones lost through a knock, damage from chemicals or perfume, or a piece that has been resized or repaired somewhere else. Your legal rights for defective goods continue after the warranty ends.

Cancelling an order

• Within 24 hours of ordering: cancel at no charge by emailing care@kraftrjewelry.com with your order number. We refund you in full.
• After 24 hours: your piece is in production and the order can't be cancelled, except as below.
• If we are late: if we can't dispatch by the date we gave you, you can cancel at any time for a full refund.
• If we cancel: if we have to cancel, for example because a piece can't be made, we will tell you straight away and refund you in full.

We never charge a fee for cancelling.

How refunds are paid

We refund to the way you paid: the same card, UPI account or bank account. We start the refund within 7 working days of your cancellation or of the piece passing its check. Your bank or card issuer usually takes 5 to 7 working days more to show it. We will email you when we send it.

Refunds are for the full amount you paid, including GST. We don't offer store credit in place of a refund unless you ask for it.

Exchanges and buyback

We don't offer exchanges or buyback at the moment. If that changes, we will set out how it works here.

Customers outside India

When the shops for these countries open, the following also applies:

• UAE: if a piece is defective, we will repair it, replace it or refund you, as the UAE Consumer Protection Law requires.
• United States: if we can't dispatch by the date we gave, we will tell you and offer to cancel with a full refund, as the FTC Mail Order Rule requires.
• Canada: if a piece isn't delivered within 30 days of the delivery date we gave, you can cancel and we will refund you within 15 days. Your provincial consumer law may give you further rights.

Import duties and taxes on international orders are explained in our Terms of service.

Questions and complaints

Write to care@kraftrjewelry.com. We reply within one working day, Monday to Saturday. If you're not happy with our answer, our Grievance Officer will help; their details are under "Complaints" in our Terms of service.