Returns, Refund & Cancellation Policy

Cancellation

• You can cancel your order free of charge before it is dispatched. Email info@elloragems.com or WhatsApp us with your order number. The full amount is refunded to your original payment method.
• Once an order has been dispatched it cannot be cancelled, but you may return it as described below.

When you can return a stone

• If the stone you receive does not match its description, video or certificate (weight, measurements, variety, treatment or origin as stated), you may return it.
• Please inform us within 48 hours of delivery, with photos or an unboxing video of the stone and parcel, and send it back within 7 days of delivery.

Conditions

• The stone must be unaltered, unset and not re-cut, returned in its original parcel paper with its label, invoice and any certificate.
• Stones that have been set in jewellery, re-cut or damaged after delivery cannot be returned. Custom-made jewellery and specially sourced stones can only be returned if they differ from what was agreed.
• Returns must be sent fully insured with tracking. If the stone did not match its description, we reimburse the return shipping cost.

Refunds

• After we receive and inspect the stone, normally within 2 working days, we refund the full amount to your original payment method (UPI, card, net banking or wallet) through Razorpay.
• Refunds are processed within 7 working days of approval. Your bank may take a few more days to credit it.

How to start a return

Email info@elloragems.com or WhatsApp us · +91 7249693982 with your order number and the reason. We will send you return instructions and the address.