Customer Policies & Guarantees

1. Shipping & 100% Transit Insurance

Every jewellery shipment from Aura & Carat is transported through specialized high-security logistics partners (BlueDart Apex and Sequel Logistics) equipped with tamper-proof micro-sealed security packaging.

• Transit Insurance: 100% insured against loss or damage until the moment you sign for delivery.
• OTP Verification: Delivery requires identity OTP verification delivered to the recipient's mobile number.
• Dispatch Timeline: Ready-to-ship designs dispatch within 24-48 business hours. Made-to-order bespoke designs dispatch in 7-10 business days.

2. 15-Day Return & Exchange Guarantee

If you are not completely satisfied with your purchase, you may initiate an exchange or return within 15 days of delivery, provided the item is unworn with original tamper tag intact.

• Complimentary reverse pickup with tamper-evident security pouch.
• 100% refund processed back to source account within 5-7 business days of quality inspection at our vault.
• Custom engraved or personalized pieces are eligible for exchange subject to metal melting re-work charges.

3. Lifetime Buyback & Upgrade Guarantee

Enjoy peace of mind for generations. All gold, diamond, and platinum jewellery can be exchanged or bought back at any of our showrooms across India at the prevailing daily market rate on the day of appraisal:

• Gold Jewellery: 100% value of net gold weight calculated at the prevailing daily gold rate.
• Natural Diamonds: 100% exchange credit / 90% buyback of prevailing diamond price upon lab verification.

4. Grievance Redressal Officer

In compliance with the Consumer Protection (E-Commerce) Rules, 2020: