Return and Refund Policy
Clear Return, Refund & Exchange Information
Our Commitment to You
At Ratna Gems™, we want every customer to understand the return and refund process before placing an order. This policy is designed to be fair, transparent, and straightforward for lab-tested gemstones and original Rudraksha beads.
Quick Summary
- Return/Exchange Window: Within 7 days of delivery (eligible items only).
- Return Method: Return by courier (we share return instructions after approval).
- Return Shipping: Paid by customer unless the return is due to our error (wrong/damaged item).
- Refund Timeline: Refund initiated within 2–3 business days after inspection; banks may take 7–10 business days.
- Non-Refundable Charges: COD handling fee (₹100), and for international orders: shipping/customs/bank conversion charges (if applicable).
7-Day Return & Exchange Policy
If your purchase doesn’t meet your expectations, you may request a return or exchange within 7 days of delivery. For eligible returns, we refund the product amount after inspection (non-refundable charges, if any, are explained below).
Eligibility Criteria:
Unused and in original, undamaged condition.
Includes all original tags, reports or certificates, invoices, and packaging.
Custom-made or personalized items are not eligible.
Key Conditions for a Successful Return
Condition Inspection
Once we receive your return, our team inspects it. If the item is unchanged, undamaged, and returned with the original report or certificate, invoice, and packaging, we proceed with your refund or exchange.
Essential Unboxing Video (For Issues Only)
For damaged, incorrect, or missing-item claims, an unboxing video is required for quick verification and support. For standard returns due to preference or change of mind, an unboxing video is not mandatory.
Return Method & Return Address
Returns are accepted via courier only. After you contact support and your return request is approved, we share the return address and packing instructions via email/WhatsApp.
Return Shipping Responsibility
Customer pays return shipping unless the return is due to our error (wrong item/damaged in transit/verified packing mistake). Please use a reliable, trackable courier (insurance recommended for high-value items).
Refund Method
Prepaid orders: Refunds are processed to the original payment method.
COD orders: Refunds are processed via bank transfer/UPI to the details you share with our support team.
COD Handling Fee
The ₹100 COD handling fee is non-refundable on returns, as it covers collection/processing costs already incurred. The eligible product amount is refunded as per this policy.
International Returns
International customers are responsible for return shipping costs and any customs-related charges. Refunds are processed to the original payment method in INR. Please note: bank conversion charges and destination customs/VAT paid outside Ratna Gems are typically non-refundable.
The Refund & Exchange Process
Initiate Contact
Contact our support within 7 days of delivery to request a return or exchange (approval required).
Pack & Ship the Item
Include all original materials (product, report or certificate, invoice, and packaging). Use a trusted courier with tracking.
Inspection
After delivery to our return address, our QA team inspects the item to confirm eligibility.
Refund/Exchange Completed
If approved, refunds are initiated within 2–3 business days. Banks may take an additional 7–10 business days to reflect the amount. Exchanges are shipped promptly after inspection approval.
Lifetime Authenticity Guarantee
Eligible gemstones and Rudraksha beads are backed by our Lifetime Authenticity Guarantee. This guarantee is designed for customer protection and covers whether the product matches the authenticity details described on our product page and report.
What This Guarantee Covers
If, even after the 7-day return policy period has passed, you get your gemstone or Rudraksha re-verified at a reputed gem testing laboratory and the report confirms the product does not match our product description, you may be eligible for:
- Refund of the purchase amount
- Reimbursement of Lab Testing Expenses (if invoice/receipt is enclosed with the returned product)
What This Guarantee Does NOT Cover
This guarantee does not cover:
- Physical damage caused by customer use, wear, or mishandling
- Products that have been altered, treated, or modified by the customer
- Normal wear and tear from regular use
The Lifetime Authenticity Guarantee is strictly for authenticity verification, not for damage caused by usage.
How to Claim
- Get your gemstone or Rudraksha tested at a reputed gemstone testing laboratory
- Obtain a lab report stating the product does not match the description
- Contact our support team with the lab report
- Return the product along with: original box, our report or certificate, original invoice, and the lab testing receipt (for expense reimbursement). Return shipping is customer responsibility unless we confirm an error at our end.
- After verification, eligible claims receive a refund plus lab testing expense reimbursement as applicable
Dedicated Customer Support
We’re here to help with any return or exchange needs. Contact us:
