Return & Refund Policy
Ornatus Jewels
Return & Refund Policy
Crafted with transparency • Honoured with integrity
At Ornatus Jewels, every piece we create is the result of decades of expertise, precision craftsmanship, and a deep personal commitment to your vision. We want your experience—from creation to delivery—to be as extraordinary as the jewellery itself. This policy governs returns, exchanges, and refunds with full clarity and honesty.
Understanding Our Made-to-Order Model
Ornatus Jewels operates exclusively on a made-to-order basis. Every piece is individually designed and crafted to your specific requirements—there is no pre-existing inventory.
We encourage all clients to review design confirmations, stone selections, metal choices, and size specifications thoroughly before production commences. Our team is always available to clarify any aspect of your order.
Return Eligibility
We accept returns only under the following specific circumstances:
- The item received has a manufacturing defect not present in the approved design
- The item delivered does not match the confirmed design specifications, stone selection, or metal type
- The item arrives damaged due to transit (must be reported within 48 hours of delivery with photographic evidence)
To initiate a return under any of the above, you must contact us within 48 hours of receiving your order.
Items Not Eligible for Return:
- Custom-made pieces crafted as per confirmed client specifications
- Items that have been worn, altered, resized, or damaged after delivery
- Items returned without original packaging, certificate, or invoice
- Orders where design approval was given and item produced accordingly
- Personalised engravings or bespoke modifications
Refund Policy
| Scenario | Refund Outcome |
|---|---|
| Manufacturing defect confirmed | Full Refund or Remake |
| Order cancelled before production begins | Advance Refunded (less processing fee) |
| Order cancelled after production has begun | Non-Refundable |
| Item not as per confirmed design | Full Refund or Correction |
| Transit damage (reported within 48 hrs) | Replacement or Refund |
| Change of mind / personal preference | Non-Refundable |
Exchange & Remake
We understand that fine jewellery is deeply personal. Where a return is not applicable, we are happy to discuss a redesign or remake option:
- Exchange or remake requests must be raised within 7 days of delivery
- The original item must be returned in its original, unworn condition with all documents
- Any difference in material value or craftsmanship will be charged or refunded accordingly
- Remake turnaround time will be communicated at the time of approval
We believe in long-term relationships. If something doesn't feel right, talk to us—we will find a solution.
How to Initiate a Return
Contact Us Immediately
Reach out via WhatsApp / Call: +91 98360 77111 within 48 hours of delivery. Mention your order details and reason clearly.
Share Evidence
Send clear photographs and/or a short video of the item, packaging, and any defect or discrepancy. This helps us assess your concern promptly.
Approval & Return Authorisation
Once our team reviews and approves your request, we will share return instructions. Do not return any item without prior written approval.
Secure Dispatch
Pack the item in its original box with all certificates and invoices. Ship using an insured, trackable courier. Ornatus Jewels is not liable for items lost in return transit.
Refund or Resolution
Upon receipt and quality inspection, your refund, remake, or exchange will be processed within 7–10 business days.
Cancellation Policy
- Within 24 hours of order placement — Full advance refund, less any payment gateway charges
- After 24 hours but before production begins — Partial refund; a cancellation fee of up to 15% may apply
- Once production has commenced — Cancellations are not accepted; the full order amount remains payable
We Are Here for You
Our commitment to you extends beyond the creation of your jewellery. Reach out for any queries, concerns, or assistance regarding your order.
SIDHARTH GROOV, 2 GROVE LANE, HAZRA, KOLKATA – 700026