Returns & Exchange Policy

Returns & Refunds Policy

At TORA & TORY, each piece is handcrafted, which means every product goes through quality checks before it reaches you. Because of this, we keep our returns policy limited and specific.

WHEN WE ACCEPT RETURNS

We only accept returns in the following two cases:

1. Manufacturing defect — the item has a genuine fault in craftsmanship, materials, or finish.
2. Sizing issue — the item does not fit as expected (where applicable; all of our pieces are sized accurately.

Returns will NOT be accepted for reasons such as change of mind, colour or design variation (natural stones and handcrafted pieces will always show minor variation from the photos on our website), or general dissatisfaction not related to a defect or sizing issue.

CONDITION REQUIRED FOR A REFUND

To be eligible for a refund, the returned item must be:

  • Unworn and unused
  • Undamaged, with no signs of wear
  • Returned in its original condition, with all tags attached and original packaging, boxes, and documents included
  • Not tampered with in any way (barcode/security tag intact)

If an item shows any signs of wear, use, or damage caused after delivery, it will not qualify for a refund, even if it was returned within the eligible window.

Custom, personalized, or Made-to-Order jewellery is not eligible for return or refund, unless it arrives with a manufacturing defect.

HOW TO RETURN AN ITEM

1. Contact us within 3 days of receiving your order by emailing care@toratory.com with your order number and a description of the manufacturing defect or sizing issue.
2. Send us a photograph of the item and, where relevant, the specific defect or sizing concern. Our Quality Control team will review this to confirm the return is approved.
3. Once approved, we will arrange for the item to be collected from you.
4. On receiving the item and confirming it meets the condition requirements above (unworn, undamaged, complete with tags and packaging), we will process your refund or arrange a replacement.

REFUND PROCESS

  • Once we receive your returned item and complete quality inspection, we will process your refund within 10 business days.
  • Refunds are issued to your original method of payment. Please allow additional time for your bank or card provider to reflect the refund in your account.
  • If the returned item does not meet our condition requirements (i.e. it has been worn or used), the return will be declined, and the item will be sent back to you.

WHEN REFUNDS WILL NOT BE ISSUED

  • The item has been worn, used, or shows any signs of damage not present at the time of delivery
  • The return is requested for reasons other than a manufacturing defect or sizing issue
  • Tags, barcodes, or original packaging are missing or tampered with
  • The item is custom, personalized, or made-to-order (unless defective)
  • The return request is made after 3 days of delivery
  • Minor colour or design variation typical of handcrafted, natural-stone jewellery

CONTACT

For any return, exchange, or refund query, reach us at:

  • Email: care@toratory.com
  • Phone: +91 98704 00791