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Gemstone and bracelet return policies in India: custom items, fees, deductions and authenticity disputes

"10-day returns" can mean a full refund, 75% store credit or nothing at all, depending on the small print. Here are five sellers' actual published terms side by side, the costs they imply, and the rights that no policy can remove.

By Manish GPublished

Research method Published sources: seller product pages, policies and builder options, laboratory websites and standards documents, cited and checked on the date shown.

Disclosure RudrAAAksh has no commercial relationship with any seller named in this article. Policies are quoted as published on the date shown and can change; always read the current policy before you buy. Our disclosure policy

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Parcel lockers used for collecting and returning online orders, outside a shop
Photo: Андрей Романенко, CC BY-SA 4.0, via Wikimedia Commons

The short answer

Before you buy a gemstone, bracelet or mala online, find five things in the seller’s written policy:

  1. The window: how many days, counted from when.
  2. Exclusions: custom-made and personalised items are usually excluded from a standard refund.
  3. Refund form: cash back to your card, or store credit (sometimes only 75%).
  4. Deductions: making charges, payment-gateway fees, lab certificates, energisation and shipping.
  5. The process for damage or authenticity problems: deadlines and unboxing videos.

Separately from any policy, the Consumer Protection (E-Commerce) Rules, 2020 say a seller shall not refuse to take back goods or refund if the goods are “defective, deficient or spurious”, “not of the characteristics or features as advertised or as agreed to”, or delivered late (except for force majeure). The Rules make no exception for custom-made items in those cases.

Why return terms matter more for gems than for clothes

Gemstones and bead jewellery have three features that make the return policy part of the product:

  • Custom work is common. A bracelet built to your wrist size, a capped rudraksha or a set ring cannot simply be resold, so sellers exclude it from ordinary returns.
  • Identity is the main risk. “Is this the stone I paid for?” can only be answered after delivery, often by a laboratory. A short window can expire before a second opinion arrives.
  • Small extras add up. Certificates, energisation, gateway fees and insured shipping are often non-refundable.

Five sellers’ published terms, side by side

These sellers also appear in our seller comparisons. Terms are as published on 11 October 2026. This table compares policies; it is not a ranking of the sellers.

GemKrishnaGemSenseGemPunditRudra CentreNavratan
Window30 days from receipt3 days of delivery10 days from delivery10 days from delivery10 days from receipt
Custom / made-to-orderExcluded from standard returns; custom bracelets “not eligible for a standard full refund”Not addressedNot refundable in cash; store credit of 75% of invoice“Cannot be returned for Money”; store credit of 75% of invoice“Any custom made pieces cannot be returned”
Other exclusionsSale items, gift cards, personalised productsWorn, altered or damaged items; gift cardsDamage from neglect or misuseModified items; energisation charges, customs duties, lab certification and shipping not refundable“Gemstones set in jewelry are non-returnable”; no international returns
ConditionUnworn, unused, original tags and packaging, proof of purchaseOriginal, undamaged, tags and packagingUnused; original certificate and invoiceUnused; original certificate and invoiceUnused; original invoice, packaging, documents and certificates
DeductionsRefunds are “after any applicable deductions”; for custom bracelets, “making and shipping charges may apply” if a return is acceptedNot statedJewellery cancellation: 25% making charges; gateway charges (2.36% Indian cards; 5.19% PayPal)Gateway charges; making, certification or customisation on cancellationCard processing charge (5%, HDFC gateway); custom lab certificates
Return shippingCustomer paysNot statedCustomer paysCustomer paysCustomer pays
Refund timingWithin 10 business days of approval, to store credit or original payment method5–7 business days to original payment method7–10 business days after receipt7–10 business days; to original payment method10 working days
Damage / defect processContact “immediately”Unboxing videoInspectionWithin the 10-day windowReport “within 48 hours of the delivery”, with an unboxing video

Sources:

All were checked 11 October 2026.

What the table shows

  • “10-day returns” is not one thing. A loose stone at one seller may be fully refundable (less shipping and gateway fees). The same seller’s custom ring may get store credit only.
  • Custom items are the big exception everywhere. If you are building a bracelet, assume a change of mind will not get you a cash refund.
  • Short windows are a real constraint. A 3-day window or a 48-hour damage deadline leaves no time for an independent laboratory opinion. Plan the check before delivery.
  • Store credit is not money. A 75% credit is worth 75% of the price, and only if you want something else from the same seller.

What the deductions cost: a worked example

Illustrative figures. The deduction rates are those published above; the courier cost is assumed.

A ₹10,000 purchase, returned:

ScenarioWhat you get backWhat you lose
Loose stone; full refund less a 2.36% gateway fee and ₹200 courier₹9,764 refunded, minus ₹200 courier₹436
Same, with a 5% card-processing charge₹9,500 refunded, minus ₹200 courier₹700
Custom jewellery; 75% store credit₹7,500 credit (not cash), minus ₹200 courier₹2,700, plus the credit is locked to one seller
Jewellery cancellation with a 25% making deduction₹7,500₹2,500

Two lessons:

  • For custom pieces, the return policy is effectively a price term. If there is a real chance you will want to return it, a ready-made piece with a cash refund may be cheaper overall.
  • Paying by UPI or bank transfer can avoid card-gateway deductions where a seller passes them on. Check the policy, and keep the payment record.

Your rights that do not depend on the policy

The Consumer Protection (E-Commerce) Rules, 2020 apply to “all models of e-commerce, including marketplace and inventory models” and to single-brand retailers (notification G.S.R. 462(E), 23 July 2020). How the duties are split between a marketplace and its sellers is explained in our guide to buying on marketplaces vs sellers’ own websites.

RuleWhat it says
Rule 6(3) (marketplace sellers) and 7(4) (inventory sellers, including single-brand retailers)The seller shall not “refuse to take back goods… or refuse to refund consideration, if paid, if such goods or services are defective, deficient or spurious, or if the goods or services are not of the characteristics or features as advertised or as agreed to, or if such goods or services are delivered late from the stated delivery schedule”. Late delivery due to force majeure is excepted.
Rule 7(5)An inventory e-commerce entity (a business selling its own stock online) that “explicitly or implicitly vouches for the authenticity of the goods… shall bear appropriate liability in any action related to the authenticity”
Rule 4(8)No “cancellation charges on consumers cancelling after confirming purchase unless similar charges are also borne by the e-commerce entity” if it cancels unilaterally
Rule 4(10)Accepted refunds must be paid “within a reasonable period of time”
Rule 7(1)Return, refund, exchange, warranty, delivery and return-shipping cost information must be displayed “in a clear and accessible manner”

What this means in practice:

  • A custom bracelet that arrives with the wrong stones, dyed stones sold as natural, or a report that does not match is “not of the characteristics… as advertised or as agreed to”. The Rules make no custom-item exception for that case.
  • A change of mind on a custom piece is different. There, the seller’s policy applies.
  • These Rules sit under the Consumer Protection Act, 2019, and violations are dealt with under that Act.

The Rules were amended in September 2026, with changes on grievances, seller disclosures and return and refund information that come into force on 1 January 2027 (PIB, 10 September 2026). This article describes the 2020 Rules in force on the date checked.

This is a summary, not legal advice. For a large claim, take advice.

Authenticity disputes: a practical process

  1. Before delivery: know the window and the damage deadline. Keep the listing (screenshot or PDF), the order confirmation and any chat in which the seller described the stone.
  2. On delivery: record an unboxing video without cuts, showing the sealed parcel, the label and the item. Several sellers require one for damage claims.
  3. Check what you can at once: verify the report number on the laboratory’s site (how to verify a report), and compare weight, size and photographs.
  4. If you doubt the identity: tell the seller in writing within the window that you are seeking a second opinion. Ask them to extend the window, and keep their reply.
  5. Get an independent report from a laboratory that tests that material; see laboratories compared.
  6. If the report shows the item is not as described: write to the seller, cite the listing, attach the report, and ask for return and refund.
  7. If refused: contact the National Consumer Helpline: toll-free 1915 (8 am–8 pm), the NCH app, or WhatsApp +91 88000 01915 (consumerhelpline.gov.in). A complaint can then go to the District Consumer Commission under the Consumer Protection Act, 2019.

When two laboratories disagree, neither report automatically wins. Ask both laboratories to explain their findings. The burden of evidence is easier to meet if your second report is from a laboratory with recognised methods for that material.

Questions to ask before you pay

  1. Is this item custom or made-to-order under your policy?
  2. If I return it, is the refund cash or store credit, and what is deducted?
  3. Who pays return shipping, and is it insured?
  4. What is the deadline for damage or defect claims? Do you need an unboxing video?
  5. If an independent laboratory finds the stone is not as described, will you take it back and refund in full? Get the answer in writing.
  6. Are certificates, energisation or engraving non-refundable extras?

Our guide to authenticity guarantees explains what “certified”, “lab-tested” and “money-back” promises cover. Our online buying checklist covers payment and delivery.

Common mistakes

  • Assuming “10-day returns” covers custom pieces. It usually does not, for a change of mind.
  • Missing a 48-hour damage deadline because the parcel sat unopened.
  • Returning by uninsured courier a stone you were told to “ship at your own risk”.
  • Accepting store credit when the item was not as described. Under the Rules, you can ask for a refund.
  • Sending back the original certificate without keeping a copy.

FAQ

Can custom jewellery be returned in India?

For a change of mind, generally not for cash. Sellers’ policies exclude custom items or offer store credit. If the item is defective, spurious or not as advertised or agreed, the E-Commerce Rules say the seller shall not refuse to take it back and refund.

Store credit is a common policy term for change-of-mind returns. Where goods are defective, deficient, spurious or not as described, the Rules refer to refunding consideration paid, not store credit.

Can a seller charge a cancellation fee?

The Rules bar cancellation charges after purchase confirmation unless the seller also bears similar charges when it cancels unilaterally. Deductions on returns, such as gateway fees and making charges, are a separate question; read the policy.

What if my parcel was damaged?

Record an unboxing video and report within the seller’s deadline, which can be as short as 48 hours. Keep the packaging.

How long does a refund take?

Published timelines here range from 5 to 10 business days after approval or receipt. The Rules require accepted refunds within a reasonable period.

Sources

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