Cancellation & Refund Policy

1. Cancellation Policy

At Rosetta Diamond Jewellery, we believe in complete transparency and customer convenience:

• How to Cancel: You may cancel any ready-to-ship order within 24 hours of placing the order or before the item has been shipped from our Surat atelier. Please email us at rosettaorder2022@gmail.com or call +91 96244 20222 with your Order ID.
• Orders Already In Transit: Orders that have already been shipped and assigned a courier tracking AWB number cannot be cancelled mid-transit. Once delivered, you can initiate a return within 30 days under our standard return policy.
• Custom & Engraved Items: Orders for customized rings, personalized name pendants, or laser-engraved items can only be cancelled within 24 hours of placement. After 24 hours, custom manufacturing begins and cancellations cannot be accepted.

2. Refund Timeline & Crediting (5 to 7 Business Days)

We ensure that all eligible refunds are processed promptly without unnecessary delays:

• Online Prepaid Payments (Cards, Net Banking, UPI): Once an order cancellation or returned product inspection is approved, the full refund amount will be initiated to the original payment source. The refund amount will reflect in your bank account or card balance within 5 to 7 business days.
• Cash on Delivery (COD) Payments: For returned items that were purchased via Cash on Delivery, our finance desk will request your verified Bank Account details (Account Number, IFSC code, and Account Holder Name) and disburse the refund via NEFT / IMPS within 5 to 7 business days.
• Deductions: For cancellations initiated before shipment, 100% of the paid amount is refunded without any cancellation fees or payment gateway deductions.

3. Damaged, Defective or Incorrect Items

In the rare event that your jewellery arrives damaged, defective, or different from what was ordered:

• Notify our support desk within 48 hours of delivery with photos or video of the parcel and outer tamper-proof packaging.
• We will arrange a priority doorstep replacement or initiate an immediate 100% refund, as per your preference.
• All shipments are 100% insured against loss, theft, or transit damage by our logistics partners until received by you.

Questions regarding your order or cancellation?

Merchant Legal Entity: Rosetta Diamond Jewellery
Support Email: rosettaorder2022@gmail.com
Helpline Phone: +91 96244 20222 / 0261-2532222
Operating Hours: Monday through Saturday: 10:00 AM – 7:30 PM IST
Operational Headquarters: Rosetta House, People's Cross Road, Katargam, Surat, Gujarat - 395004