By placing an order with us, you confirm that you have read, understood, and agree to the terms of this policy.

The Nature of What We Make

Every creation leaves our hands only after it has been examined under magnification by our founder.

Because each piece is made by hand, no two are identical. Stones vary in shade, saturation and inclusion within a tolerance we consider acceptable, and that variation is exaggerated further by the screen you view it on - no two displays render colour alike. Metalwork carries the faint marks of the hand that shaped it.

These variations are inherent to handmade jewellery and are not defects. They are not grounds for return, exchange, refund, or chargeback. Please read the full product description and consult the size chart before ordering. By completing your purchase, you acknowledge and accept this.

Delivery & Proof

All orders are shipped with tracking and require signature or OTP confirmation on delivery. The delivery date recorded by our courier partner is treated as the date of delivery for all purposes under this policy, regardless of when the customer states they opened or inspected the parcel.

All return, exchange, and complaint windows below run from this confirmed delivery date - not from any later date the customer reports.

Returns (Refund to Original Payment Method)

We accept returns for a refund in two circumstances only:

1. The article arrived damaged or faulty.

2. The article delivered is not the one ordered.

All other reasons - including change of mind, sizing, or personal preference - are not eligible for a refund. These are addressed under Exchanges & Store Credit below.

If either qualifying circumstance applies:

• Write to us within 3 days of confirmed delivery, with clear photographs of the piece, its packaging, and the shipping label, sent to care@toratory.com.

• Our quality team will examine the images to establish cause. This determination is made solely by our workshop, based on the evidence provided.

• Approved returns are replaced. Where replacement is not possible, you may choose store credit or a refund to your original payment method, processed within 7-10 business days.

• Return shipping is complimentary for approved claims.

Claims made after 3 days, or without supporting photographic evidence, will not be accepted as returns and will not be eligible for a refund or chargeback under this policy.

Exchanges & Store Credit (Non-Refundable)

For any reason other than the two return circumstances above, you may request an exchange or store credit within 3 days of confirmed delivery. This is the exclusive remedy for buyer's remorse, sizing issues, or change of mind - no cash refund applies.

• Made-to-Order pieces are final sale and cannot be exchanged, credited, or cancelled once production has begun (see Order Cancellations below).

• An exchange is for a different article of equal or greater value, subject to approval and availability. Any price difference is payable by you.

• Store credit is issued at full value paid, as a promo code valid 6 months from issue, usable across multiple orders, non-transferable, non-refundable to cash.

• The piece must be returned unworn, unaltered, and in original condition, with all packaging, tags, and certification intact. We reserve the right to decline and return at your cost any piece that arrives worn, altered, or incomplete.

• Requests are made through your account [here]. Await written approval before shipping anything back; despatch within 5 days of approval.

• Once approved, replacements ship within 2-4 business days and arrive within 5-7 business days.

Order Cancellations

Ready-to-Ship articles: Cancellable within 24 hours of order placement for a full refund. Beyond 24 hours the piece enters despatch and cannot be cancelled.

Made-to-Order articles: By placing a Made-to-Order commission, you confirm your specifications (size, stone, engraving, and any customization) as final. Work and material sourcing begin promptly after order confirmation. Cancellation is accepted only within 48 hours of order placement. After 48 hours, the order is non-cancellable and non-refundable, as materials have been committed and work has begun on a piece made to your specification alone.

Cancellation requests: through your account [here], with order details. We confirm in writing.

Refunds on confirmed cancellations: 7-10 business days to original payment method.

Repairs & Restoration

We offer repair, restoration, and replating on every piece we create, for as long as you own it.

• Write to us with a description and photographs; we provide an estimate before any work begins.

• Cost of repair and shipping both ways is borne by the customer, unless the issue is a manufacturing fault reported within 3 days of delivery (e.g. a stone working loose, clasp failure) - in which case we cover the cost and shipping both ways.

• Repairs, alterations, or interventions by anyone other than our workshop void this repair coverage and any related claim under Returns above.

What This Policy Does Not Cover

This policy - and by extension, any refund, return, exchange, or dispute claim - does not cover:

• Accidental damage

• Damage from misuse, neglect, alteration, or repair by anyone other than our workshop

• Ordinary wear and tear (surface scratching, softened plating, stretched chain, stones loosened by impact)

• Claims made without the required photographic evidence within the stated window

• Complaints raised after the applicable window has passed

Before disputing a charge with your bank or card provider, you agree to contact us first at care@toratory.com so we can resolve the matter directly under this policy. This policy, agreed to at checkout, governs the terms of sale and is the basis on which any payment dispute will be contested.

Nothing in this policy affects your statutory rights as a consumer.

For questions, contact us at care@toratory.com or +91 98704 00791 (Mon-Sat, 10.30 am - 6.30 pm).

Last updated 19 August 2026