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Returns and Exchange

RETURNS & EXCHANGE

Before you return a Casa Rozen product, please take a moment to understand how our products are made. Most of our products are handcrafted by traditional craft persons in Udaipur, Jaipur, Ahmedabad and Mumbai resulting in each product being unique and slightly different from the other. The stones colour and cut therefore may vary slightly.

Please note before we dispatch your products we do a QUALITY CHECK as we have a Quality Control Team in place where each piece before dispatch goes through quality check and only then is packed for dispatched. If we find the piece not abiding by our quality control parameters we will for sure not dispatch it at the first place. So please be rest assured about it.

Returns & Replacements will ONLY be accepted in following cases :

  1. The order parcel is lost in transit.
  2. The order product / products are found broken in transit.
  3. The order has incorrect items sent, against your order placed.

Please note, all the product details such as stones, size and the design details are mentioned on our website and we also have our whatsapp number service  (+91-9116789619) available from 9 AM to 7 PM available for you. So please note we will not be able exchange products for the design or colour changes that you may want once the product is dispatched by us.

For our natural stones collection jewellery the stones colour and cut may vary slightly as these are natural stones and have different cuts so each piece has variation which is also its beauty and thus slight variations will not be considered for the exchanges or replacements, that is the way natural stones are cut and hand placed by artisans and come in raw form unpolished unlike the rhinestones, CZ Diamonds, American Diamonds etc. which are cut and polished to be of the same size and fit in the factory. Please note we will not consider the natural stone slight colour and cut variations for replacement and exchange. 

 

If the order is lost in transit :

  1. For all orders the order would only be considered lost when the order is marked LOST on the tracking panel by the courier agency.
  2. For the lost order we will issue a credit note to the customer of the same amount as the customer paid for the order lost in transit which the customer can then use to buy any other product from the store or the customer can order the same product again with us if it is in stock.
  3. Please note the credit note amount can be used anytime within a period of 3 months time.
  4. Please note we will not be issuing refunds , we will only issue credit notes for the order lost.

  

If the order products are Damaged in transit :

  1. The customer has to notify us on email casarozen@gmail.com or our official whatsapp number 9116789619 on the same day of the order received that the item received is damaged with a picture of the same. Please note, any complaints post the day order is received will not be taken for the products being broken in transit and will not be liable for exchange by us. 
  2. Once we receive details by you we will arrange for a pickup within 3 working days.
  3. Only when we receive the damaged product back to our facility , we will start the process of sending you a new piece if in stock or issue you a credit note of the same amount as you paid for the product damaged in transit.
  4. The new product will be sent to you in 3 working days post the damaged product is received. If the same piece is not available we will issue you a credit note of the same amount you paid which you can use within 1 month of the issue.

 

If the Order has incorrect items sent :

  1. There is a very very minute possibility for this to happen as we do a quality check and order check twice before packaging but just in case if you receive incorrect items by us then the customer has to notify us on email casarozen@gmail.com or our official whatsapp number 9116789619 on the same day of the order received that the item received is incorrect with a picture of the same. Please note, any complaints post the day order is received will not be taken for the products being incorrect and will not be liable for exchange by us.  
  2. Once we receive details by you we will arrange for a pickup within 3 working days.
  3. Only when we receive the incorrect product items back to our facility , we will start the process of sending you the piece you ordered or issue you a credit note of the same amount as you paid.
  4. The new correct product will be sent to you in 3 working days post the incorrect product is received. If the same piece is not available in stock we will issue you a credit note of the same amount you paid which you can use within 1 month of the issue.

 

ITEMS/ PRODUCTS IN SALE

Please note items in SALE will not be applicable for return or exchange unless lost in transit or found broken in transit notified on the same day of the order delivered to the customer. Also, for all items bought in sale if the customer fails to notify on the same day about the damaged product, returns and exchange will not be applicable.

 

We are not liable for any returns and replacements for in-transit broken pieces and for incorrect items received that we were not notified to us on the same day of product received on the address of delivery.

 

REFUNDS WILL BE DONE IN THE FOLLOWING CASE:

For orders lost in transit, when we do not have the same piece available, if the customer wishes to not go for the credit note option we will refund. We will take 3-5 woking days to process the refund.

 

NO REFUNDS WILL BE GIVEN IN THE FOLLOWING CASES:

  1. Incorrect or outdated delivery address.
  2. Incorrect address and contact format including any form of errors while filling the form by the customer.
  3. After 3 failed delivery attempts by our respective courier agent.
  4. Package refused by recipient.
  5. Sizing issues. Thus please review our size guides carefully or please message us on whatsapp +91-9116789619 and somebody from our team will guide you for the sizes.
  6. Minor colour and design variation. All products are handmade and use natural stones, so there may be some variation from the photographs on our website.
  7. For orders lost in transit, when we have the same product/ items available in stock we will deliver them back as a new order.

 

MADE TO ORDER PRODUCTS REFUNDS

In case a Made to Order request is placed and the customer cancels the order after 24 hours of the order placement, subsequently, 25% of the product cost will be deducted and the balance will be refunded to the customer.