Return & Refund Policy

15-day returns, no questions asked — on one condition set that keeps this fair for everyone: the piece comes back to us exactly as it left, and you have the unboxing video that proves what you received. Read the five conditions below before you open the parcel.

1. The return window

You may return any eligible item within 15 calendar days of delivery (the courier's delivery timestamp counts). Requests raised on day 16 or later are not accepted, whatever the reason.
A return is "raised" when we receive your order number and unboxing video by e-mail info.ptmgems@gmail.com or WhatsApp / call +91 82877 98048. Sending the parcel back without raising a return first is at your own risk and may not be processed.

2. The unboxing video — mandatory

Record a single, continuous, unedited video that starts with the sealed parcel (label and tamper seal visible), shows it being opened, and ends with the piece, its tags, invoice and certificate laid out. This is your protection as much as ours: it is the only evidence accepted for a wrong, missing or damaged item.
No video, or a video that is cut, paused or starts after the seal is broken, means the item is treated as delivered correct and complete. Return or exchange claims are then not eligible, without exception.

3. Condition of the item

To qualify for a refund the piece must be:

Unused and unworn, with no scratches, resizing marks, tarnish from perfume or water, or signs of wear;
Returned with every original tag, the pouch/box, the invoice and the laboratory certificate (for gemstones) or hallmark card (for silver). A missing certificate is deducted at its replacement cost of ₹500; a missing invoice is not accepted;
Returned with any free gift that shipped with the order (for example the complimentary 5 Mukhi Rudraksha). If the gift is kept, its listed value is deducted from the refund.

Every return is inspected on arrival. Where the piece fails any point above we will show you photographs, and the item is sent back to you at your cost; no refund is made.

4. What cannot be returned

Pieces custom-made or engraved to your instruction (a ring made to your size from our standard designs is not custom and remains returnable);
Items damaged after delivery — by wear, water, chemicals, heat, impact or attempted repair;
Items bought at a clearance price marked "final sale" on the product page;
Any item where the unboxing video condition in section 2 is not met.

5. Who carries the loss in transit

Where we arrange the reverse pickup, we carry the risk: if the parcel is lost or damaged on its way back, you are refunded in full.
Where your pincode has no reverse-pickup service and you ship it yourself, use a tracked courier with a declared value; we reimburse the courier charge up to ₹150 against the receipt. Until the parcel is signed for at our address it remains your responsibility, and a parcel that never arrives cannot be refunded — claim it from your courier.

Wrong, damaged or missing on arrival

Report it within 48 hours of delivery with the unboxing video. We replace the piece, or refund in full including any shipping you paid, at your choice. This is the one case where the 15-day window does not apply — 48 hours is the limit, because it is what the courier's insurance allows us.

How the refund is paid

Once the return passes inspection (within 2 working days of arriving with us) the refund is issued to the original payment method. Cash-on-delivery and partial-payment orders are refunded to the bank account or UPI ID you give us.
Banks and wallets take 5–7 working days to show it. Shipping charges paid on the original order are not refunded except under "Wrong, damaged or missing on arrival".
Where an advance was paid on a partial-payment order, the advance is refunded on the same terms.

Cancellations

An order can be cancelled for a full refund at any time before dispatch. Once dispatched it is treated as a return under this policy; a refused delivery is a return with the courier's return charge deducted.

Exchanges

Size or stone-weight exchanges are handled as a return and a new order, so that the new piece ships the moment the old one is raised rather than when it arrives. Ask us and we will set it up for you.

This policy is governed by Indian law and the Consumer Protection Act, 2019. Nothing in it limits any right you have under that Act.

Return & Refund Policy