Refund policy

Returns and Refunds

What is Ratnaura’s return and refund policy?

Every Ratnaura piece is carefully inspected before it is packed and shipped. We provide detailed product photographs, descriptions, and measurements, and we are happy to share additional photos or videos before you place your order.

Due to the personal and delicate nature of jewelry, we do not accept returns or exchanges for change of mind, personal preference, sizing concerns, or minor differences caused by lighting, photography, or screen settings.

Returns or replacements are considered only if the product received is defective, damaged, incorrect, or missing from the confirmed order.

Is an opening video required for a return or replacement?

Yes. A complete and continuous package-opening video is mandatory for all claims relating to defective, damaged, incorrect, or missing products.

The video must:

• Begin before the package is opened
• Clearly show the sealed outer packaging and shipping label
• Capture the complete opening process without pauses, cuts, or edits
• Clearly show the product and the reported issue

Claims submitted without a valid opening video will not be eligible for a return, replacement, store credit, or refund.

How do I report an issue with my order?

Please contact us within 48 hours of delivery and provide:

• Your order number
• The complete, unedited package-opening video
• Clear photographs of the product and reported issue
• Photographs of the packaging and shipping label
• A brief description of the concern

The product must remain unused, unworn, and in its original packaging.

What happens after my claim is reviewed?

Once the opening video and supporting information have been reviewed, an approved claim may be resolved through a replacement, store credit, or refund, depending on the issue and product availability.

Products returned without prior approval will not be accepted.

Are minor variations considered defects?

Minor variations in color, texture, finish, stone placement, oxidization, or design details are not considered defects. Slight color differences may also occur due to lighting, photography, and individual screen settings.

Are shipping charges refundable?

Shipping charges are non-refundable unless the product is confirmed to be defective, damaged, or incorrect.

How will I receive an approved refund?

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.