Terms of service

These terms apply when you buy from Kraftr at kraftrjewelry.com or create a shop account. Please read them with our Return and refund policy and Privacy policy, which form part of them. Nothing in these terms takes away the rights you have under the consumer law of your country.

Who we are

Kraftr is run by [Company legal name], a company registered in India.

• Registered and principal place of business: [Registered address]
• GSTIN: [GSTIN]
• Customer care: care@kraftrjewelry.com. We reply within one working day, Monday to Saturday.

Every piece we sell is made in Mumbai, India. Country of origin: India. We sell our own pieces only; there are no other sellers on Kraftr.

Our pieces

• Gold. Every gold piece is hallmarked by a BIS-recognised assaying and hallmarking centre and carries a six-digit HUID, which you can check on the BIS Care app. The karat we state (for example 18K or 22K) is the purity of the gold, not including stones.
• Diamonds. "Diamond" on its own always means a natural diamond. Lab-grown diamonds are always described as "lab-grown". We tell you on the product page about any treatment a stone has had. Where a piece comes with a grading report, we name the laboratory.
• Weights and sizes. Each product page gives the metal, the approximate weight and the stones. Handmade pieces vary slightly, so your tax invoice shows, for each piece, its net metal weight, its purity in karat and fineness, its HUID and the hallmarking charge included in the price.
• Photos. We photograph pieces to show them as truly as we can. Screens show colour differently, and some photos on the site are illustrations until our own product photos are ready.

Prices

• Prices in the India shop are in Indian rupees and include GST at 3%. Each product page shows the price before GST, the GST and the delivery charge (free) that make up the total, and your tax invoice shows the GST charged.
• There are no other charges: shipping and insurance are free, and nothing is added at checkout that wasn't shown on the product page.
• If we show a reduced price, the original price is the lowest price we charged for that piece in the 30 days before the reduction.
• Gold prices change daily. The price you pay is the price shown when you place your order, even if the gold rate changes before we dispatch.
• If we make a clear mistake in a price (for example a missing zero), we will tell you before dispatch and you can choose to pay the right price or cancel for a full refund.

Placing an order

1. Choose a piece, its size and, where it is offered, the engraving and a gift message.
2. Check your order on the review page, where you can change or correct anything before you pay.
3. Pay. Your order is accepted when we email you the order confirmation and your tax invoice.

Each piece is made to order, so we don't take returns because you changed your mind. Please check the size, metal and engraving before you pay. You can cancel free within 24 hours of ordering, and anything damaged, faulty or not as described is put right at our cost; see our Return and refund policy.

We never use pre-ticked boxes to add anything to your order or to sign you up for marketing. You must be at least 18 to buy from Kraftr.

We may decline an order if a piece is no longer available, if we suspect fraud, or if we can't deliver to your address. If we do, we will refund you in full straight away.

Payment

Payments are processed by Razorpay, a payment aggregator authorised by the Reserve Bank of India. You can pay by UPI, debit or credit card, or netbanking. Card details are entered on Razorpay's secure page and never reach us. Card payments are protected by your bank's authentication and by RBI card tokenisation.

If you see a payment you don't recognise, contact us first, and also your bank, which can raise a chargeback.

PAN for large orders. Indian tax rules ask us to record the buyer's PAN for a purchase above ₹2,00,000. Checkout asks for it only on those orders, and we use it only for our tax records.

Engraving and personal messages

You are responsible for the spelling of an engraving and a gift message. We engrave exactly what you type, and we check it with you if it looks wrong. We may decline text that is offensive, or that uses someone else's trademark. Engraved pieces are made for one person; see our Return and refund policy for what this means for returns.

Delivery

• India: free insured delivery to any address our insured courier serves. Delivery times and the rest are in our Shipping policy. Every parcel is sealed and handed over only with a one-time password (OTP) sent to the phone number on your order.
• When: each product page shows when the piece will be dispatched. Engraved pieces take a little longer. We email you the tracking link when the parcel leaves us.
• If there's a delay: we will tell you as soon as we know and give you a new date. If we can't deliver by the date we promised, you can cancel for a full refund.
• Risk: the piece is insured and at our risk until it is delivered to you.
• Don't accept a parcel whose seal is broken. Refuse it and contact us; we will send a replacement or refund you.

Orders from outside India

When the shops for the UAE, US and Canada open, prices there will be shown in local currency. Before you pay, each shop will say whether import duties and local taxes are included in the price or payable on delivery. Every order ships from India and is exported under India's GST rules, so it carries no Indian GST.

Cancellations, returns and refunds

You can cancel free of charge within 24 hours of ordering, or at any time if we can't dispatch by the date we gave you. We don't take change-of-mind returns. Cancellations, faulty pieces, the 6-month manufacturing warranty and refunds are covered by our Return and refund policy.

Your account

You can create an account to save your wishlist, addresses and orders. Keep your password private. You are responsible for orders placed from your account unless someone else got into it without your fault. Tell us straight away if you think it has been used without your permission. We may suspend an account that is used for fraud or abuse, and we will tell you why.

Reviews and content

If we show reviews, we only publish genuine reviews from real customers, and we never hide negative ones because they are negative. We don't write reviews ourselves or pay for them. If you send us a review or a photo, you allow us to show it on the site, and you can ask us to remove it at any time.

Our site and content

The designs, photos and text on this site belong to [Company legal name] or are used with permission. You may use them to shop and to share links. You may not copy our designs, or use our photos to sell other products.

Our responsibility to you

We are responsible for losses you suffer that are a foreseeable result of our breaking these terms or failing to use reasonable care. We are not responsible for losses that weren't foreseeable, or for business losses: Kraftr is for personal purchases.

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, for faulty or unsafe products, or for anything else that the law doesn't allow us to limit.

We aren't responsible for delays caused by events outside our control, such as natural disasters, strikes or government action. If one happens, we will tell you, and you can cancel for a full refund.

Complaints

If something isn't right, write to us first at care@kraftrjewelry.com. We reply within one working day, Monday to Saturday.

If you're not satisfied, write to our Grievance Officer:

• Name: [Grievance Officer's name]
• Designation: [Designation]
• Email: care@kraftrjewelry.com (please put "Grievance" in the subject)
• Address: [Registered address]

We acknowledge every complaint within 48 hours and give you a complaint number and a copy of the complaint as we recorded it. We resolve it within one month of receiving it.

In India you can also contact the National Consumer Helpline on 1915 or at consumerhelpline.gov.in, or file a complaint with the consumer commission where you live.

Law and courts

These terms are governed by the laws of India. Disputes go to the courts in Mumbai, but you can always bring a complaint in the consumer commission or court where you live. If you live outside India, you also keep the protection of the mandatory consumer laws of your country, and can bring proceedings in your own courts where that law allows.

Changes to these terms

We may update these terms, for example when the law changes or we add a new country shop. The version that applies to an order is the one shown when you placed it. We show the date of the last update at the top of this page.