REAL RATNA GEMS

1. RETURN & REFUND POLICY

At Real Ratna Gems, we aim to provide a transparent and reliable shopping experience. Please read our return and refund policy carefully before purchasing gemstones or gemstone jewellery.

A. Return Policy on Loose Gemstones

1. Seven-Day Return Policy – 100% Refund

We offer a seven-day return window on eligible loose gemstone purchases.

If you are not satisfied with a gemstone or it does not meet your expectations, you may request a return within 7 calendar days from the date of delivery, as recorded by the courier's delivery confirmation.

For eligible returns approved under this policy, customers may choose:

• A refund of 100% of the purchase price of the returned gemstone; or
• An exchange for another available gemstone of equivalent value, subject to availability and applicable price differences.

The above refund and exchange options are subject to the eligibility conditions below.

2. Return Requests After Seven Days

For ordinary change-of-mind returns, the return request must be submitted within the initial seven-day period.

After this period, ordinary returns and exchanges will not be accepted, except under the Lifetime Return Policy for eligible precious gemstones or where a remedy is required under applicable law.

3. Lifetime Return Policy for Eligible Precious Gemstones

After the initial seven-day return period, eligible precious loose gemstones may be returned under our Lifetime Return Policy.

The following options will be available for eligible gemstones:

• 50% refund of the original gemstone purchase price; or
• 70% store credit of the original gemstone purchase price for future purchases on www.realratna.com.

Store credit is not redeemable for cash and may be used subject to the applicable terms communicated when it is issued.

The gemstone must satisfy the eligibility, identification and condition requirements in this policy.

4. Gemstones Eligible for Lifetime Return

The Lifetime Return Policy applies only to eligible loose gemstones in these categories:

• Ruby (Manik)
• Emerald (Panna)
• Diamond
• Sapphire, including Blue Sapphire (Neelam) and other sapphires sold as eligible precious gemstones.

Semi-precious gemstones are not eligible for the Lifetime Return Policy. Examples may include Hessonite (Gomed), Cat's Eye (Lehsunia), Opal, Pearl, Coral (Moonga) and other products classified as semi-precious in their product listings.

The classification stated in the relevant product listing will apply.

5. Multiple Gemstone Purchases

If a customer purchases multiple loose gemstones and wishes to return only some of them, each returned gemstone will be assessed separately under the applicable policy.

For example, if a customer purchases three eligible loose gemstones and wishes to keep one, the other two may be submitted for return within seven days, subject to the conditions of this policy.

6. Return Eligibility Conditions

To qualify for a return, refund, exchange or lifetime return, as applicable, the gemstone must:

• Be the same gemstone supplied by Real Ratna Gems.
• Be in its original, unused and undamaged condition.
• Not have been recut, polished, altered, treated or mounted after delivery.
• Be accompanied by the original invoice or a copy of the invoice.
• Include the original certificate, packaging and related documentation, where applicable.
• Be available for inspection and verification by Real Ratna Gems.

A return request may be declined if the gemstone's identity or condition has materially changed after delivery, subject to applicable law.

7. How to Request a Return

Customers must contact us within seven calendar days of delivery for an ordinary return request.

Please email realratnaindia@gmail.com or call +91 7089917777 with:

• Order number.
• Delivery date.
• Name of the gemstone.
• Reason for the return.
• Clear photographs or other relevant evidence, where available.

Our team will provide instructions for returning the product. Please do not dispatch a return without first contacting customer support.

8. Inspection and Refund Processing

Returned products may be inspected to verify their identity, condition, weight, documentation and eligibility.

Once a return is approved, the applicable refund, exchange or store credit will be processed according to this policy and applicable law.

Refund timelines may depend on the payment provider or bank.

9. Cases Where a Return May Not Qualify

A discretionary return may not be accepted where the gemstone:

• Has been chipped, scratched, damaged or altered after delivery.
• Has been recut, polished, mounted or set into jewellery.
• Has a different weight or identity because of customer alterations.
• Is returned without required documentation where the missing documentation prevents proper verification.

These conditions do not override a customer's statutory rights in cases such as defective, incorrect, spurious or materially misdescribed products.

10. Shipping Charges and Other Fees

For ordinary change-of-mind returns, the return-shipping arrangement and responsibility for shipping costs will be communicated before the return is completed.

Original shipping charges, cash-on-delivery fees, payment-processing fees and separately purchased certificates may be excluded from a discretionary refund only where legally permissible and where the relevant terms were properly disclosed.

Where a refund or other remedy is legally required, the applicable legal requirements will prevail.

11. Damaged, Defective or Incorrect Products

If a customer receives a damaged, defective or incorrect gemstone, please contact us as soon as possible, preferably within 48 hours of delivery, with the order number and photographs or video evidence where available.

We will investigate and arrange an appropriate remedy in accordance with applicable law.

The 48-hour reporting request is intended to help us investigate delivery issues and does not remove any legal rights a customer may have.

B. Return Policy on Custom Gemstone Jewellery

Custom-made or made-to-order jewellery may involve selecting a gemstone, designing a setting and manufacturing the product according to the customer's instructions.

1. Gemstones Set in Jewellery

Once a gemstone has been mounted or studded into jewellery, it is not eligible for the ordinary seven-day loose-gemstone return or exchange programme.

Eligible precious gemstones may still qualify for the Lifetime Return Policy where the stone can be independently identified, safely separated and verified. Any separation, testing or other charges must be disclosed and agreed upon in advance.

Semi-precious gemstones set into jewellery are not eligible for the Lifetime Return Policy.

These conditions do not exclude remedies required by law for defective, incorrect or misdescribed jewellery.

2. Refund Calculation for Gold Jewellery

For an eligible return of custom gold jewellery, the refund calculation may take account of the following disclosed components:

• Applicable making charges.
• Wastage charges, where separately charged.
• Hallmarking charges, where applicable.
• Service charges, where applicable.
• The value of any component that cannot be recovered or reused, where legally deductible.

Any deduction must be supported by the original invoice and applicable terms. GST and other taxes will be adjusted in accordance with applicable tax law.

The final refund calculation will be communicated to the customer before processing, subject to any mandatory legal remedy.

3. Jewellery Made Using Other Metals

For eligible custom jewellery made from metals other than gold, a deduction of up to 50% of the metal value may apply where this has been clearly disclosed and agreed upon before purchase and is legally permissible.

The balance, together with any other applicable adjustments, will be calculated according to the agreed terms and applicable law.

4. Certification Charges

The cost of a separately purchased laboratory certificate may be excluded from a discretionary refund where the charge was disclosed, the certificate service has been provided and the deduction is legally permissible.

5. Custom Orders

Before placing a custom jewellery order, customers should confirm the gemstone, metal, design, dimensions, product specifications, pricing and applicable return terms.

Custom-order conditions cannot override statutory consumer rights.

C. International Orders

International orders, if accepted, may be subject to country-specific shipping, customs and import requirements.

Any restriction on international returns must be clearly disclosed before purchase and must comply with applicable law. Nothing in this section removes any mandatory legal rights or remedies available to a customer