Refund policy

Important Policy Overview

At Starla Jewels, each jewellery piece is meticulously handcrafted with certified lab-grown diamonds and hallmarked gold. We do not offer cash, card, or monetary refunds. However, to ensure your complete satisfaction, we gladly offer 15-day design exchanges and complimentary ring re-sizing on eligible standard creations.

1. No Monetary Refunds

All sales are final with respect to monetary refunds. Once an order is processed and delivered, we do not issue refunds to the original payment method, bank account, or in cash under any circumstances.

2. 15-Day Design Exchanges

If you wish to exchange your unworn piece for an alternate design, you may request an exchange within 15 days of order delivery, subject to the following criteria:

  • Original Condition: The piece must be entirely unworn, unaltered, and free of any scratches, dents, or signs of wear.
  • Security Tags & Packaging: All original security tags, tamper-proof seals, luxury presentation boxes, and pouch packaging must remain completely intact. ("Tag intact is mandatory — removal or tampering voids exchange eligibility.")
  • Authenticity Certificates: Original IGI / SGL diamond grading certificates and BIS hallmarking cards must be returned in mint condition. Replacement charges apply for lost or damaged certificates.
  • Valuation: Exchanges may be made for jewellery pieces of equal or higher value. If exchanging for a higher-value creation, the price difference must be settled prior to dispatch.

3. Complimentary Ring Re-Sizing

We understand that achieving the perfect fit is essential. Starla Jewels provides one complimentary ring re-sizing on eligible standard catalog rings:

  • Re-sizing is supported within ±2 Indian ring sizes of the originally ordered size.
  • Re-sizing requests must be submitted within 15 days of receiving your ring.
  • Certain intricate designs (such as full eternity diamond bands or tension-set mounts) cannot be resized without remanufacturing; our concierge will advise you on suitable options.

4. Non-Exchangeable Items

The following items are strictly final sale and cannot be returned, exchanged, or resized:

  • Custom-designed, bespoke, or personalized commissions.
  • Engraved jewellery (laser-inscribed messages, names, dates).
  • Items showing signs of wear, sizing, alteration by third-party jewelers, or damage.
  • Digital gift cards and promotional credits.

5. How to Initiate an Exchange or Re-sizing

To request an exchange or re-sizing, please submit your request through our online portal or contact client concierge:

  1. Visit our dedicated Exchanges & Resizing Portal and enter your order number.
  2. Alternatively, email us at info@starlajewels.com with your order ID, high-resolution photographs of the piece showing attached security tags, and details of your request.
  3. Our team will schedule a fully insured doorstep reverse-pickup via our specialized high-value logistics partners (Sequel / BVC Logistics).
  4. Upon receipt at our Hyderabad atelier, our master gemologists will inspect the piece within 48 business hours, after which your replacement creation will be processed.

6. Transit Damage & Unboxing Verification

All Starla shipments are 100% insured until signed for at your delivery address. If your parcel shows visible external tampering at delivery, please reject the package or record an unboxing video before opening. Any transit discrepancies or missing items must be reported to our concierge within 24 hours of delivery along with the unboxing video.

7. Client Concierge & Atelier

For assistance with exchanges, sizing guidance, or jewellery care:

Starla Jewels LLP

G-1, 36 Pinnacle, Pillar No 1618, Road No. 36, Jubilee Hills, Hyderabad 500033, Telangana, India

Email: info@starlajewels.com

Phone / WhatsApp: +91-9154963103

Concierge Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST