Refund & Cancellation Policy

1. General Policy Overview

Due to the handcrafted and often customised nature of Aura Gold Craft's jewellery products and services, all sales are generally considered final. However, we recognise that there may be exceptional circumstances, and we have outlined our policies accordingly below.

2. Cancellation Policy

2.1 Ready-to-Ship Jewellery

Orders for ready-to-ship jewellery items may be cancelled within 24 hours of placing and confirming the order, provided production has not yet commenced. To cancel, contact our team immediately at hello@auragoldcraft.shop or call +91 98765 43210.

2.2 Custom Jewellery Orders

Custom jewellery orders at Aura Gold Craft involve significant upfront design and material costs. Once a custom order has been confirmed with a deposit, cancellations are subject to the following:

• Cancellation before design approval: 50% of the deposit is refundable.
• Cancellation after design approval but before production: 25% of the deposit is refundable.
• Cancellation after production has commenced: No refund is applicable as materials and artisan time have been committed.

2.3 Jewellery Care & Service Appointments

Jewellery polishing and care service appointments may be cancelled or rescheduled up to 48 hours before the scheduled appointment without any charge. Late cancellations may incur a nominal booking fee.

3. Refund Policy

3.1 Eligibility for Refunds

Aura Gold Craft will consider a refund or exchange in the following circumstances:

• The jewellery delivered is significantly different from what was confirmed at the time of order
• The jewellery arrives with a manufacturing defect clearly attributable to Aura Gold Craft's production process
• The jewellery is damaged during shipping (must be reported within 48 hours of receipt with photographic evidence)

3.2 Non-Refundable Items and Services

The following are strictly non-refundable:

• Custom jewellery items that have been crafted to the customer's approved specifications
• Jewellery that has been worn, altered, or damaged by the customer after delivery
• Design deposits for custom orders once design work has begun
• Gift cards and jewellery care products
• Engraved or personalised jewellery pieces

3.3 Refund Process

To initiate a refund request, please contact Aura Gold Craft within 48 hours of receiving your jewellery at hello@auragoldcraft.shop with the following details:

• Your order confirmation number and full name
• A clear description of the issue
• Photographs showing the defect or damage

Our team will review your request within 3–5 business days and notify you of the outcome. Approved refunds will be processed within 7–10 business days to the original payment method.

4. Exchange Policy

Aura Gold Craft may offer an exchange or store credit in lieu of a refund at our discretion. Exchanges are subject to product availability and must be requested within 7 days of delivery. Jewellery must be returned in its original condition, unworn, and in the original Aura Gold Craft packaging.

5. Returns Process

If a return is approved by our team:

• You will receive a return shipping label and instructions from Aura Gold Craft
• The jewellery must be packed securely in its original packaging and handed over to the designated courier
• Aura Gold Craft is not responsible for items lost or damaged during return shipping where the customer has arranged their own courier

6. Gold Value Policy

Aura Gold Craft's jewellery pricing is subject to prevailing gold market rates. In the event of a valid refund for a hallmarked gold piece, the refund value will be calculated based on the gold rate applicable on the date of the original purchase — not the current gold rate at the time of return. This policy protects both customers and Aura Gold Craft from market rate fluctuations.

7. Dispute Resolution

If you are dissatisfied with the outcome of a refund or cancellation request, we encourage you to escalate the matter by writing to our senior customer experience team at hello@auragoldcraft.shop. Aura Gold Craft is committed to resolving all genuine disputes in a fair and timely manner.

8. Contact Us

For all refund and cancellation enquiries, please contact Aura Gold Craft:

• Email: hello@auragoldcraft.shop
• Phone / WhatsApp: +91 98765 43210
• Business Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST