Cancellation Policy

Cancellation Policy

1. Cancellation by Customer

  • A customer may cancel an order placed with Carat Sutra at any time before the product has been dispatched.

  • To cancel, the customer must contact our Customer Service (via email/WhatsApp/phone) quoting the order number and reason for cancellation.

  • Once cancellation is confirmed by Carat Sutra, any payment made will be refunded as per section 4 below.

  • If the order has been dispatched (i.e., shipped), the cancellation request will be treated as a return rather than a pre-dispatch cancellation (see Refund & Return Policy).

  • Customised items (such as bespoke engravings, custom sizing, or made-to-order pieces) cannot be cancelled once the manufacturing process has started or within 24 hours of order confirmation (whichever is sooner).

2. Cancellation by Carat Sutra

  • Carat Sutra reserves the right to cancel an order in the following circumstances:

    • If the product is out of stock or cannot be supplied for any reason.

    • If there is an error in the product price or description on the website.

    • If Carat Sutra suspects fraudulent or unauthorised use of payment method.

  • If Carat Sutra cancels the order, the customer will be notified via email/phone, and payment will be refunded in full.

3. Effect of Cancellation

  • When a cancellation is approved:

    • Carat Sutra will stop processing the order (if not yet packed/shipped).

    • If the order has been shipped, it will be treated under the Return Policy instead.

    • Any complimentary gifts or offers attached to the order must be returned with the item if cancellation leads to a refund (unless already excluded in the promotion terms).

  • The jewellery must be returned in its original condition (unworn/un-altered) with all tags, certificates, packaging intact if the item is already in transit/has been delivered and you wish to cancel/return.

4. Refund Process

  • Refunds will be processed within 7–10 business days after Carat Sutra receives and verifies the cancelled order (or confirms cancellation prior to shipment).

  • The refund will be issued to the original payment method used by the customer.

  • Shipping or delivery charges paid by the customer (if any) are non-refundable, unless Carat Sutra cancels the order.

  • If the product has been shipped and then returned (or cancellation changes to return), Carat Sutra may deduct any return logistics cost (if applicable) from the refund, as described in the Return & Refund Policy.

5. Non-Cancellation / Non-Refundable Items

  • Customised or bespoke jewellery items that have been made to customer specifications (engraving, customised size, unique stone setting) are non-cancellable and non-refundable, unless there is a manufacturing defect.

  • Sale/clearance items marked “Final Sale” are non-cancellable and non-refundable, except in case of manufacturing defects.

  • Items damaged by the customer, worn beyond fitting, or missing original packaging/tags will not be eligible for cancellation/return.

6. How to Cancel

  • To cancel, please contact Carat Sutra’s Customer Service:

    • Email: kamaljewelarts@gmail.com

    • Phone/WhatsApp: +919571006678

    • Please include: Order Number, Customer Name, Reason for Cancellation.

  • Carat Sutra will send you a confirmation of cancellation via email/WhatsApp once the request is processed.

7. Changes to the Policy

  • Carat Sutra reserves the right to update or modify this Cancellation Policy at any time. Any changes will be effective immediately upon posting on the website. It is the customer’s responsibility to review the policy periodically.