Cancellation & Refund Policy - RealStoneIndia
At RealStoneIndia, we take pride in offering natural, handcrafted gemstones and jewelry—each piece is unique. Please review our policy carefully before requesting a return, exchange, or refund.
Return & Exchange Policy
We aim for complete customer satisfaction; however, acceptance of a return or exchange request depends strictly on the conditions mentioned below. We reserve the right to approve or deny any request.
Eligibility
- Returns or exchanges are accepted only if the product is damaged during transit or if you received an incorrect item.
- Mandatory: A complete unboxing video (from package opening to product reveal) is required for all return/exchange evaluations.
- Requests without videographic proof cannot be processed.
Timeframe
- Requests must be raised within 7 days of receiving the product.
- The product must be returned in original condition with:
- Original packaging
- Certificates
- Tags (if any)
- Any tampering will lead to rejection of the return request.
Exclusions
We do not accept returns or exchanges:
- After the 7-day return window
- Without complete unboxing video proof
- For reasons such as “change of mind”
- For slight color/size variations caused by lighting, screen resolution, or natural gemstone differences
Authenticity Check
If you doubt the authenticity of your gemstone, you may get it tested at any Government gemological institute (ISO certified or internationally reputed).
If proven synthetic or artificial, you are entitled to a:
- 100% refund, OR
- Replacement, OR
- Exchange (your choice)
Note: Courier charges, VAT, and duties are non-refundable. Return shipping must be arranged and paid by the customer.
Non-Returnable Categories (Unless Damaged)
- Customised Jewelry
- Beads Bracelets
- Crystal Trees
- Rakhi
- Products delivered exactly as ordered
- Gift Cards
These items cannot be returned due to the risk of counterfeit product replacement.
Refund Process
For Approved Returns
- Refunds are issued to the original payment method only.
- Processing time: 10–12 working days after product inspection.
- Inspection results will be communicated via email.
For COD Orders
- For COD orders above ₹2,00,000, PAN details may be required.
- Refunds are issued only to the original recipient.
- Bank details (cancelled cheque or passbook) must match order details.
For Prepaid Orders
- Refunds to card/net banking accounts take 5–7 working days after initiation.
- Delays caused by banks or payment gateways are beyond our control.
Exclusions for Returns or Exchanges
- Change of mind
- Minor imperfections or packaging issues
- Natural variations in gemstone size, shape, or color
Customers are advised to review product descriptions and size charts before purchasing.
Cancellation Policy
Once an order is placed, cancellations are not allowed under any circumstances.
Late or Missing Refunds
If you haven’t received your refund:
- Check your bank account
- Contact your credit card company
- Contact your bank
If you still need help, email us at realstoneindia@gmail.com.
Sale Items
Items purchased on sale or discount are final sale and not eligible for returns, exchanges, or refunds.
Exchanges (If Applicable)
We offer exchanges only if the item received is damaged or defective.
You must contact us within 7 days at realstoneindia@gmail.com.
Return address:
40/14 Moore Avenue, 40/14, Kolkata, WB, 700040, India
Unboxing video proof is mandatory to process an exchange.
Gifts
- If the item was marked as a gift, a gift credit will be issued once returned.
- If it wasn’t marked as a gift, the refund will go to the original purchaser.
