Refund policy | Adastra Jewelry

Returns, Exchange & Cancellation Policy

Last updated: 31 July 2026

This Returns, Exchange & Cancellation Policy applies to purchases, enquiries and orders placed with Adastra Jewelry Private Limited (“Adastra,” “we,” “our,” or “us”) through our website, email, WhatsApp, social media, trade access forms or any other communication channel.

Please read this policy carefully before confirming an order.

1. General Policy

Jewellery is a high-value, delicate and often customized product. Returns, exchanges and cancellations depend on the nature of the product, order type and stage of production.

Different rules may apply to:

Ready pieces
Made-to-order jewellery
Custom jewellery
International orders
Trade / manufacturing orders
Private-label or bulk production orders

2. Ready Pieces

Ready pieces are jewellery items that are available in stock and do not require customization.

Returns or exchanges for ready pieces may be considered only if:

The item is unused
The item is in its original condition
The item is returned with original packaging, invoice and any certificates, where applicable
The request is made within the timeframe communicated at the time of purchase
The item has not been altered, resized, customized, damaged or worn

Adastra reserves the right to inspect the item before approving any return or exchange.

If the piece shows signs of wear, damage, alteration, misuse, missing packaging or missing documentation, the return or exchange may be refused.

3. Made-to-Order Jewellery

Made-to-order jewellery is created after order confirmation based on the customer’s request, size, material, reference, gemstone preference or design requirement.

Made-to-order jewellery is generally not eligible for return, exchange or cancellation once the order is confirmed or production has started.

This is because the piece is made specifically for the customer and may not be suitable for resale.

4. Custom Jewellery

Custom jewellery includes pieces made using customer references, specific design requirements, special sizes, gemstone preferences, metal preferences or personalized details.

Custom orders are generally final sale.

Cancellations, returns or exchanges are not accepted once:

Design details are approved
Material is procured
CAD or sampling work has started
Production has started
Any customization has been carried out

5. Trade / Manufacturing Orders

Trade, wholesale, private-label or manufacturing orders are governed by separately agreed commercial terms.

Unless otherwise agreed in writing, trade and manufacturing orders are not eligible for return, exchange or cancellation once confirmed, sampled, approved or under production.

Any issues related to quality, weight, finish, karat, stone setting or specifications must be raised within the agreed inspection period after delivery.

6. International Orders

International orders are generally not eligible for return or exchange unless there is a proven error from Adastra’s side.

For international shipments:

Customs duties, import taxes and local charges are non-refundable
Return shipping, if approved, is the buyer’s responsibility
The buyer is responsible for customs clearance on return shipments
Returned goods must be shipped securely and insured where required

Adastra is not responsible for losses, delays, customs holds or charges during return shipping.

7. Cancellation Before Production

Cancellation may be considered only if the order has not yet entered production and no material, stone, CAD, sampling or customization cost has been incurred.

If cancellation is approved, any non-refundable costs already incurred may be deducted, including:

CAD or design work
Material procurement
Stone procurement
Labour preparation
Payment gateway charges
Administrative or handling costs

8. Damaged, Incorrect or Defective Items

If you believe you have received an incorrect, damaged or defective item, please contact us immediately.

You may be asked to provide:

Order details
Clear photos and videos of the product
Photos and videos of the packaging
Courier tracking details
Description of the issue

Claims must be raised as soon as possible after delivery.

Adastra will review the issue and may offer repair, replacement, exchange, credit or another appropriate resolution depending on the case.

Minor variations in handcrafted jewellery, natural gemstones, pearls, diamonds, colour, texture, inclusions, finish or weight are not automatically considered defects.

9. Repairs and Alterations

Repairs, resizing or alterations may be possible depending on the product type, condition and feasibility.

Additional charges may apply for:

Resizing
Repair work
Stone replacement
Re-polishing
Re-plating
Shipping
Insurance
Labour

Adastra reserves the right to refuse repair or alteration requests if the item has been damaged due to misuse, mishandling, third-party repair, accident, chemical exposure or normal wear and tear.

10. Refunds

Refunds, where approved, will be processed only after the product is received, inspected and accepted by Adastra.

Refunds may be subject to deductions for:

Shipping charges
Payment gateway charges
Customs or duties
Repair or restoration costs
Missing packaging or documentation
Any other cost incurred by Adastra

Refund timelines may vary depending on the payment method and banking process.

11. Non-Returnable Items

The following items are generally not eligible for return or exchange:

Custom jewellery
Made-to-order jewellery
Resized or altered jewellery
Personalized jewellery
International orders
Trade / wholesale / private-label orders
Items damaged after delivery
Items without original invoice, packaging or certificates
Items showing signs of wear, misuse or alteration

12. How to Raise a Request

To request a return, exchange, cancellation or repair review, contact us at:

Email: ashgemsjewels@gmail.com

Please include:

Name
Order details
Product details
Reason for request
Photos or videos, where applicable
Contact number

Submitting a request does not guarantee approval. Adastra will review each case individually.

13. Final Decision

Adastra reserves the right to approve, reject or modify any return, exchange, cancellation, refund or repair request based on product type, order status, condition, customization and applicable terms.