Mix and Match

Refund policy

At Aurae Gems, each piece is carefully quality-checked before dispatch.
Please read our policy carefully before placing an order.

  1. No Returns / Exchanges for Non-Damaged Items
    We do not provide returns or refunds for reasons such as change of mind, wrong size ordered, dislike of design,
    minor colour variation, or general wear and tear. Returns, exchanges, and refunds are only accepted if the product
    you receive is damaged, defective, or incorrect at the time of delivery.
  2. Damage / Defect Claim – Photo / Video Proof Required
    If you receive a damaged, defective, or incorrect product, you must raise a request
    within 48 hours of delivery.
    To claim a refund or replacement, the customer must:
    • Take clear photos and/or videos of the damaged/defective area and the full product, and
    • Send them to us via our support number (as mentioned on our Contact page) or by email at
      support@auraegems.com.

    Our team will review the images/videos and confirm whether the product is eligible for a refund or replacement.

  3. Approval & Reverse Pick-Up / Self-Shipping
    Once your damage/defect claim is approved by our team:
    • We may arrange a reverse pick-up from your address, subject to courier availability for your PIN code; or
    • Request you to self-ship the product to the address provided by our support team.

    Pick-up will generally be attempted up to two times. If the courier company is unable to pick up the shipment,
    you will be required to send the shipment back to our address via a reliable courier service.

  4. Refunds & Store Credit (Only for Approved Damage / Defect Cases)
    For orders that are approved for refund due to damage/defect:
    • Refunds may be processed to your original method of payment or as store credit,
      at our discretion.
    • Once we receive and inspect the returned product, the refund/store credit will typically be initiated
      within 5–7 working days.

    No refunds or store credits will be issued for products that are not damaged/defective or for claims raised
    after the specified time window.

  5. Condition of Returned Products
    Please return your product(s) in the same condition as they were shipped:
    • Unused and unworn,
    • With all original tags, packaging, and invoice.

    If the products are returned in poor condition, show signs of wear, misuse, or damage not reported initially,
    a refund/replacement will not be provided.

  6. Shipping Charges
    • Original shipping charges are non-refundable, except where the issue is due to our error
      (e.g., wrong or damaged product sent).
    • In cases of self-shipping for approved damage/defect returns, we may reimburse reasonable courier charges
      (subject to sharing a valid courier receipt and our approval).
  7. Customer Support
    You can get in touch with us about any issues or damage claims at:

    Our support hours are generally Monday–Saturday, 10:00 am – 5:00 pm (IST).
    Queries received outside working hours will be responded to on the next working day.

  8. Cancellations
    Cancellations are only possible until the order has not been dispatched from our warehouse.
    Once the order is dispatched, it cannot be cancelled. In such cases, only the damage/defect policy mentioned above will apply.