Return, Exchange & Refund Policy

At Prachha customer satisfaction is of paramount importance. The following Return, Exchange, and Refund Policy (“Policy”) governs all eligible purchases made through Prachha.com or any authorized sales channel of the Company. By placing an order with us, you (“Customer,” “you,” or “your”) acknowledge and agree to the terms outlined herein.

1. General Conditions of Return and Exchange

1.1. Customers may initiate a Return or Exchange request within fourteen (14) calendar days from the date of delivery of the Product (“Return Period”).

1.2. This Policy applies exclusively to non-customized, ready-to-ship jewelry. Any product that has been personalized, engraved, custom-designed, or modified as per Customer’s specifications shall be strictly non-returnable and non-exchangeable.

1.3. The returned product must be in unused, unaltered, and saleable condition, accompanied by:

Original or copy of the invoice;
The original product certification (IGI©, GIA©, SGL©, or equivalent);
Original packaging, including jewelry boxes, pouches, and tags.

1.4. Items showing signs of wear, damage, tampering, resizing, or alteration by any party other than Prachha Jewels shall be rejected during Quality Control (QC) evaluation and will not qualify for return or exchange.

1.5. Products with physical damage to the lab-grown diamond(s) or gemstones, including but not limited to chipping, cracking, or abrasion, will not be accepted under any circumstance, irrespective of the cause.

1.6. Products purchased under promotional offers, seasonal sales, coupon discounts or clearance sale tags as mentioned on product pages are non-returnable and non-refundable.

1.7. Orders completed using EMI (Equated Monthly Installment) facility shall be excluded from eligibility under this Return and Exchange Policy.

2. Exchange Procedure and Valuation

2.1. Upon receipt of the returned product, our Quality Assurance team will perform a comprehensive inspection.

2.2. Should the product pass inspection, the Customer may request an exchange. In such case:

If the new product selected is of greater value, the Customer shall remit the price differential prior to dispatch.
If the new product is of lesser value, the differential shall be refunded as per Clause3.

2.3. Prachha reserves the sole right to determine the final valuation of the returned product post-inspection.

3. Refund Policy

3.1. Where eligible, the refund will be processed within seven (7) to fifteen (15) working days from the date the returned product is received and verified.

3.2. Refunds will be remitted to the original payment method used during the transaction. No alternative account or third-party refund requests shall be entertained.

3.3. In the event the original product certificate is not returned, the refund shall be reduced by the applicable replacement certificate fee, which shall be notified to the Customer in advance.

3.4. Refunds shall reflect only the net invoice value, after deducting any applicable discounts, coupon values, or promotional reductions availed at the time of purchase.

3.5. If the Customer receives an incorrect item, defective item, or item damaged in transit, the Company shall, upon confirmation via QC, offer a full refund or exchange, including shipping fees.

3.6. Any item returned without due authorization or outside the Return Period shall be deemed non-compliant and will not be eligible for refund or exchange.

4. Verification Purpose

For any claim related to damaged, missing, or incorrect items, we strongly recommend sharing a complete, continuous unboxing video. This helps us investigate the issue promptly and provide a faster resolve.

5. Shipping & Risk of Loss

4.1. The Customer shall bear the risk and cost of return shipping.

4.2. The Company shall not be held liable for any loss, theft, or damage incurred during the return transit. Customers are advised to use insured and trackable shipping methods for returns.

6. Right to Amend

Prachha reserves the right to modify, amend, or revoke any portion of this Policy at its sole discretion, without prior notice. The version in effect at the time of the return or refund request shall be deemed applicable.

If you have questions regarding your eligibility or need assistance initiating a return or exchange, please contact us at:

📧 Email: prachhajewels@gmail.com
💬 WhatsApp: [+91 99984 68701]
🌐 Website: www.prachha.com

EU Returns, Refunds & Right of Withdrawal Policy

Last Updated: [20/08/2026]

This policy applies to customers located in the European Union who purchase products from Prachha Jewels.

We want customers to understand their cancellation, return, and refund rights before placing an order. Different rules may apply depending on whether the jewelry is a standard ready-made product or has been customised, personalised, engraved, resized, or made specifically for the customer.

1. EU 14-Day Right of Withdrawal

For eligible standard and non-personalised products purchased online, EU customers may withdraw from their purchase within 14 days of receiving the product, without providing a reason.

To exercise this right, the customer must notify us within the 14-day withdrawal period.

This right applies only to products that are eligible for withdrawal under applicable EU consumer law.

Customer need to Share unboxing video.

2. Products Eligible for the 14-Day Withdrawal Right

The 14-day withdrawal right may apply to products such as:

· Ready-made jewelry that has not been personalised or made specifically for the customer

· Standard jewelry designs sold in their existing specifications

· Pre-set diamond jewelry sold in standard configurations

· Loose diamonds sold in standard grades or sizes without customer-specific modification

The product must be returned according to the return instructions provided by our customer service team.

3. Custom, Personalised & Made-to-Order Products

The EU right of withdrawal does not apply to products made according to the customer’s specifications or clearly personalised.

This includes, but is not limited to:

· Rings made or modified to a customer-selected size

· Engraved jewelry

· Jewelry containing names, initials, dates, messages, or other personalised details

· Bespoke or one-of-a-kind jewelry

· Custom-designed jewelry

· Made-to-order jewelry produced according to customer requirements

· Jewelry manufactured according to specific customer measurements

· Pieces created around a specific diamond or gemstone selected by the customer

· Other products created or modified specifically according to the customer’s instructions

These products are considered custom or personalised and therefore cannot be returned or cancelled under the EU 14-day right of withdrawal unless the product is faulty or otherwise subject to mandatory consumer rights.

EU Custom Product Exemption

Custom, personalised, or made-to-order items, including rings made to specific sizes, engraved pieces, or bespoke designs, are exempt from the EU right of withdrawal under Article 16(c) of Directive 2011/83/EU and cannot be returned under the withdrawal right unless faulty.

4. Customer Acknowledgment for Custom Orders

Before purchasing a custom, personalised, engraved, resized, bespoke, or made-to-order product, customers should review the product specifications carefully.

Where applicable, customers may be required to acknowledge before completing their purchase that:

“I understand that this product is custom, personalised, resized, engraved, or made to my specifications and is therefore not eligible for the EU 14-day right of withdrawal under Article 16(c) of Directive 2011/83/EU.”

Customers are responsible for checking all submitted specifications, including ring size, engraving, selected diamond or gemstone, measurements, design requirements, and other customisation details before confirming the order.

5. How to Exercise the Right of Withdrawal

For an eligible product, customers must contact us within 14 days from the date the product is received.

Please provide:

· Customer name

· Order number

· Product details

· Date the product was received

· A clear statement that you wish to withdraw from the purchase

Contact:

Email: prachhajewels@gmail.com

Our customer service team will provide the applicable return instructions.

6. Returning Eligible Products

After notifying us of your withdrawal, the product must be returned according to the return instructions provided by our customer service team.

Customers should return products securely packaged and should retain proof of shipment.

Return Shipping: customer pays the return shipping cost.

Any applicable return conditions and instructions will be communicated before the return is shipped.

7. Refunds

For an eligible withdrawal, the applicable refund will be processed in accordance with EU consumer requirements after the withdrawal and return requirements have been satisfied.

Refunds will normally be made using the original payment method unless otherwise agreed.

The applicable refund processing timeline and any legally permitted deductions should be communicated to the customer as required.

8. Faulty or Incorrect Products

The custom-product withdrawal exemption does not remove any mandatory rights customers may have when a product is faulty, defective, damaged, or incorrectly supplied.

If you receive a faulty, damaged, or incorrect product, contact us promptly at prachhajewels@gmail.com with:

· Order number

· Description of the issue

· Photographs or other supporting information, where applicable

Our team will review the issue and provide the appropriate resolution.