Refund policy

1. Order Cancellations

- Customers may request cancellation of their order within 24 hours of placing it without any charge.
- After 24 hours, if the item has not yet been processed or shipped, cancellation requests may be accepted, but a restocking or cancellation fee may apply.
- Once the item has been shipped, cancellations are not possible.

2. Refunds

- Refunds are processed only if the cancellation is accepted under our policy or if the product is returned under the Return Policy.
- Refunds will be credited using the original payment method.
- Please allow 5‑10 business days from the date the refund is approved for the funds to reflect in your account, depending on your bank or payment provider.

3. Returns & Exchanges

- If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receipt with photos and description of the issue.
- We will review the issue and, if confirmed, offer a replacement, exchange, or full refund (including return shipping costs where applicable).
- Items must be returned in their original condition (unused, with tags intact) unless defected or damaged.

4. Conditions & Exceptions

- Custom-made or personalized items may not be eligible for cancellation, returns, or refunds, except in cases where there is a defect or damage.
- Sale items or products marked as “final sale” are not eligible for cancellation, return, or refund unless legally required.
- Any items that are returned without prior authorization may be refused or incur additional charges.

5. How to Request Cancellation / Refund / Return

1. Contact us via email at caratsandhearts@gmail.com or through our customer support form, quoting your order number and reason.
2. Provide any supporting evidence (photos, etc.), especially for damaged/defective/incorrect items.
3. If return shipping is required, we’ll send you a return label (if applicable) or ask you to ship it to [return address].
4. Once we receive the returned item and validate its condition, we’ll process your refund or issue a replacement/exchange.

6. Processing Time & Fees

- Once we accept a cancellation or return, we’ll process the refund within 3‑5 business days internally. Then it may take additional days for the financial institution to credit the amount.
- Return shipping fees are the responsibility of the customer unless the return is due to our error (wrong item, defective, etc.).
- Any restocking or cancellation fee (if applicable) will be clearly stated at the time of cancellation request or in the product terms.

7. Contact & Support

If you have any questions about cancellations or refunds, please contact us:

- Email: caratsandhearts@gmail.com

   Luxe Jewels Lifestyles Private Limited. 
- Address: Goregoan West, Mumbai, Maharashtra- 400104.

Carat and Hearts is a brand owned and operated by LUXE JEWELS LIFESTYLES PRIVATE LIMITED.