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Shipping, Delivery and Return Policy
Cancellation Policy :
  • Cancellation or change of products will be accepted only within 24 hours of placing an order. Post 24 hours a Cancellation Fee of 10% on the final product price would be deducted from the paid amount and the difference will be refunded. Cancellation of Gold coins/bars, frames, customized jewellery, gift cards and loose solitaires will not be accepted under any circumstances. Incase of EMI order, foreclosure/default customer will be charged 10% of the order value as the transaction fees and the balance amount after deducting the transaction fees would be refunded.
  • The cancellation of orders that are paid via digital wallets like Safegold or online vouchers or gift cards will not be refunded to your bank account. It will be credited to Candere Wallet only and can be used for future purchases.
  • Candere.com may, at its sole discretion, request the Customer to pay a percentage of the value of the transaction as an advance at the time of placing the order. The balance payment for the order shall be paid by the Customer at the time of delivery of the product. Failure to pay the balance amount at the time of the delivery of the product shall be treated as a cancellation of the order.
  • Candere.com may, at its sole discretion,reserves the rights to cancel any particular order. Some situations that may result in your order being canceled or refused are (i) limitations on quantities available for purchase; and (ii) inaccuracies or errors in product or pricing information. We may also require additional verifications or information before accepting any order.
Lifetime exchange policy :
  • In case of Plain Gold jewellery, 95% of current market value of the product (net weight of metal) and in case of Plain Platinum jewellery, 80% of the current market value of the product (net weight of metal). This can be used to purchase any jewellery excluding gold coins.
  • In case of Diamond with Gold jewellery or Diamond with Platinum jewellery, 80% of current market value of the product (as per net weight of the metal and total carat weight of diamonds). This can be used to purchase any diamond or gemstone jewellery excluding gold coins.
  • In case of Gemstone with Gold jewellery or Gemstone with Platinum Jewellery, 70% of current market value of the product (as per net weight of the metal and total carat weight of the gemstones). This can be used to purchase any diamond or gemstone jewellery excluding gold coins.
  • In case of Tushi Necklaces, Uncut Diamonds, Polki, Kundan, Cubic Zirconia(CZ) or American Diamonds with Gold Jewellery, 95% of current market value of the product (as per net weight of metal only). This can be used to purchase any jewellery excluding gold coins.
  • In case of Gold Coins 100% of current market value of the product, this can be used to purchase diamond or gemstone jewellery.
  • No return or exchange on Loose Solitaires.
  • Shipping charge of Rs.500 will be borne by the customer for all jewellery under this policy.
  • The prevailing market value will be determined by Candere.com
  • In case the value of the new product is higher than the exchange value of the old product the difference will be paid by the customer. In case the value of the new product is lesser than the exchange value of the old product the difference will be held as credit for future purchases.
  • This feature is not available for International orders (Orders that will be shipped abroad from India).
  • Policy doesn't cover making charges and taxes.
Buy Back Policy :
  • In case of plain Gold jewellery 90% and in case of plain Platinum jewellery, 75% of current market value of the product (as per net weight of the metal).
  • In case of Diamond with Gold Jewellery or Diamond with Platinum jewellery, 75% of current market value of the product (as per net weight of the metal and total carat weight of the diamonds).
  • In case of Gemstone with Gold jewellery or Gemstone with Platinum jewellery, 65% of current market value of the product (as per net weight of the metal and total carat weight of the gemstones).
  • In case of Uncut Diamonds, Polki, Kundan, Cubic Zirconia(CZ) or American Diamonds with Gold Jewellery, 90% of current market value of the product (as per net weight of metal only).
  • In case of Gold Coins, 95% of current market value of the product.
  • We currently do not accept Loose Solitaires and Tushi Necklaces under buyback policy.
  • Shipping charge of Rs.500 will be borne by the customer for all jewellery under this policy.
  • The prevailing market value will be determined by Candere.com
  • Money back shall be done by way of online bank transfer to the customer’s bank account within 10 days, after quality check and valuation is confirmed by the customer.
  • This feature is not available for International orders (Orders that will be shipped abroad from India).
  • Policy doesn't cover making charges and taxes.
30 Days Return Policy :
  • Any item that shows signs of damage, wear and tear, alterations, resizing (by a jeweler other than Candere.com) will not be accepted under this policy. The product must be the same as shown on the website with all the supporting paperwork. Product will not be accepted under this policy if Tag of "Non Returnable If Torn" is removed.
  • You are eligible for an exchange on Candere for 100% of the purchase value under 30 days return policy. In case the exchanged value is higher than the value of the old product, the customer will have to pay the difference between the new product chosen and the amount paid towards the old product. In case the exchanged value is lesser than the value of the old product, the difference will be held as a credit for future purchase. One order can be exchanged only once, after that it will go under Lifetime Exchange Policy.
  • The returns of orders that are paid via digital wallets like Safegold or online vouchers or gift cards will be eligible for exchange only, refund not applicable.
  • Tushi Necklaces will be eligible for exchange only, refund will not be applicable.
  • Product return will be accepted in case of damage on receipt or difference in product design from that on the website. If the customer still wishes to take a refund, a 10% deduction on the product value will be applicable.
  • This excludes any product that has been designed through our bespoke service, i.e. designed exclusively for our client by Candere.com through customization, including engravings, removal of tag; logo etc. in such cases only lifetime exchange policy will be applicable.
  • Loose Solitaire Diamond / Gemstones and Gold Coins or Bars and Frames are not covered under 30 Day Return policy.
  • This feature is not available for International Orders (Orders that will be shipped abroad from India).
Shipping Policy :
  • All of our jewellery is custom made by our goldsmiths, therefore, please allow up to minimum 12 - 14 working days for the jewellery (depending on the type of jewellery) to be dispatched after receiving cleared payments. The delivery date mentioned on the website is a tentative date based on major cities and primary locations. Deliveries to suburban areas and interiors of India may take more time.
  • Products are shipped post receipt of full payment against the order except in the case of COD.
  • We make sure that all the parcels are perfectly boxed and wrapped with security tapes when they are dispatched from our order-processing unit. However, we cannot ensure the handling and damage caused in transit, if any, by courier companies before reaching you. We urge you, therefore, to NOT accept any damaged or tampered shipments as it will then be the responsibility of the recipient in case any product is missing.
  • We urge you to prepare a video of the unboxing of your shipment for security purposes.
  • Delivery Location:Orders can be delivered to only Residential and Commercial Locations or to any nearby Kalyan Jewellers’ Showroom in India. The delivery of the orders cannot be made to any public places like Malls, Hotels, Restaurants, Hostels or nearby streets etc.
  • If at all the recipient is unavailable during the time of delivery, the Courier Company will make 3 attempts to deliver the product. In case the recipient is still not reachable/ available, the same will be returned to our office from where the product has been dispatched (Mumbai).
  • Candere.com will not be responsible for orders collected directly from the delivery hub or anywhere outside the delivery address.
  • Shipment Tracking:Shipping is absolutely free to all locations across India.
  • We have partnered with top shipping experts like FedEx, DHL-Bluedart, DTDC & others who we believe are our “partners in customer commitment.”
  • Once your order has been shipped, you will receive an e-mail from Candere.com containing your tracking number and a link to the website's order-tracking page. You can also check the status of your order once it has been shipped by visiting the website of our logistics partner and following the instructions by using your tracking number. Your tracking number can be found in the e-mail confirming shipment of your order or within the Order Status page on Candere.com.
  • Recipient Identification: Customers will have to enter the correct details of the Consignee / Recipient Name (as it is stated in their photo identification that is approved by the Government) with complete Address, nearby landmark, pin code and contact number for hassle-free delivery.
  • For your protection, all orders require a signature upon delivery, regardless of any signature waiver on file.
  • In case of purchases of Gold coins/Bars the name on the Card used for making the payment, the Photo ID of the cardholder & the buyers' name mentioned in the order should be the same.
  • We require the Photo ID proof (soft copy) to be sent to us for all gold coins/bars that are set for delivery at Kalyan Jewellers. The order will be processed only after the ID proof is received.
  • In a case where a card has been used to make the payment but does not belong to the purchaser, the photo ID of both the cardholder and the non-card holder will have to be submitted.
  • Following Identity proofs will be accepted: Passport PAN Card Drivers License Voters ID Aadhar Card
  • For any customer request that entails handing over the parcel or delivery to a third person, an email confirmation for the same will be required from the buyer for the authorization of the person in question, along with his/her photo ID.
  • International Shipping:
  • Presently we ship to limited countries only. International orders do not qualify for free shipping.
  • All prices on our site are in Indian Rupees (INR). Should you require checking the pricing in your local currency you can do so from the available options on the website. Your Credit Card Company or bank will bill you with your local currency at the current exchange rate
  • All orders are shipped via FedEx International and will arrive 4-7 days after the order is shipped which includes customs clearance. However customs clearance procedures can cause delays beyond our original delivery estimates.
  • When ordering outside India, the recipient is responsible for assuring that the product can be legally imported to the destination country.
  • The recipient is the importer of record and must comply with all the laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, customs duties and fees, which are imposed once a shipment reaches the recipient's country that is included in the shipping charges.
  • No Additional charges for customs clearance must be fulfilled by the recipient, if any, it will be reimbursed by us.
  • Customs, duties, and taxes are non-refundable: so in the event of a shipment that is refused because of any unexpected reason, the cost of the original shipping and any return shipping charges will not be refunded.
  • We do not have any return policy for International Orders.
  • To avoid any delay in receiving your order from customs, we strongly suggest you to:

    Please provide a phone number where you can be reached by customs when your product arrives. This phone number will be listed on the commercial invoice and will be used by customs to clear your order.

    You will need to provide a valid photo Id proof recognised by the government of the destination country without which your order cannot be exported from India.

    Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for only 10 -15 days after arrival in your country before they return it to the sender.

  • If you have any questions regarding your international order, please contact us.
Refund Policy :
  • All Refunds shall be done by the way of an online bank transfer to the customer's bank account within the 10 days of receipt of the product. If the mode of payment is through online debit/credit cards/net banking, the refund will be processed by reversal of previous transaction.
  • The cancellation of orders that are paid via digital wallets like Safegold or online vouchers or gift cards will not be refunded to your bank account. It will be credited to Candere Wallet only and can be used for future purchases.
  • In cases of refunds under 30 days return, refund is subject to quality confirmation by our skilled quality assurance team and verification of product documents like insurance certificate, original invoice and product certificate.
  • The money back amount will be 100% of actual amount paid. In case, any Coupon, Discount or Promo Codes were used during the original purchase, the exchange amount will be reduced by an amount equivalent to the Coupon, Discount or Promo Codes, as applicable.
  • Part payments received against customised jewellery are not refunded.
How do I return the product to Candere.com within 30 Days?
  • If there is damage to an item upon delivery, call our customer service center immediately at +91 22 6106 6262 or email us at support@candere.com for assistance.
  • Please read the information on your original packing slip.
  • Preserve original packing and the item in its sealed form with all accessories, tags, boxes, bags, stickers, papers and original Invoice. Securely repack the unused item.
  • Once your package is ready, just call our customer service team and we will arrange to pick it up at your doorstep.
  • Check the return package to the address indicated on the packing slip :
  • Enovate Lifestyles Private Limited
    501-502, Om Shakti, Plot No. 21,
    Shakti Nivas, Ramchandra Lane Extn,
    Kanchpada, Malad West,
    Mumbai 400064, India.
  • Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to our distribution center as mentioned above.
  • You can expect a refund within 10-14 working days of our receiving your returned product. Refund will be credited to the same form of payment used in your original purchase.
  • In case you receive a damaged item, an item you didn't order or the wrong item, we exchange it free of charge or refund the full cost of the merchandise and shipping charges after a quality check upon receipt. If it is indeed an error or a defective product your refund or exchange will be on its way shortly.
  • All Candere jewellery comes with an IGI©, GIA©, HKD© or EGL© appraisal certificate and must be returned with the certificate. If the certificate is not returned, your refund will be reduced by the amount of the replacement cost. If you do not have the certificate, let us know so we can quote you the exact price for the replacement. Candere.com will not be responsible for any loss or damage of return shipments.
  • Instructions for return packaging:
  • Step1: Pack the item(s) securely using the extra packing material found along with your order. Do not use the packaging in which your order was packed and sent.
  • Step2: Do not use cello tape or any kind wrapping on the shipment. Use the seal already provided.
  • Step3: Shipment should be sealed and packed before handing to courier. Only return invoices for shipping purpose to be kept outside.
  • Step4: Please take a video while packing & sealing the bag for your reference and safety.

If you have any questions about our return procedure, please contact us at support@candere.com.

Certified Jewellery :

Every diamond jewellery from Candere.com comes with a Certificate of Authenticity which is independently certified by GIA (Gemological Institute of America), IGI (International Gemological Institute), SGL (Solitaire Gemological Laboratories) ,HKD (HKD Diamond Laboratories - Canada) or EGL (European Gemologist Laboratories); the world's top diamond and jewellery grading laboratories.

Cash on Delivery (COD) :
  • We have Cash On Delivery (COD) as one of the modes of payment at Candere. There are 2 types of COD options - Partial & Full.
  • For Partial COD, you can pay 25% of the total product value in advance online and the remaining amount on delivery. Maximum Cash to be paid on delivery is Rs. 50,000/-, available on limited pincodes only.
  • In case of purchase of all Gold coins/Bars the name on the Card used for making payment, Photo ID of the card holder & the buyers name mentioned in order the placed should be the same.
  • We require Photo ID proof (soft copy) to be sent to us for all gold coins/bars and full cod orders. The order will be processed only after Id proof is received.
  • For products priced under Rs. 15,000/, you can avail 100% COD.
  • Please note that partial order cannot be delivered.
  • Currently we are serving only selected pin codes for COD. Please check if COD is available for your pin code in shopping cart checkout page. If there is no courier service available in your area, we do apologize for the inconvenience caused.
  • Currently, orders of cart value between INR 1000 to INR 50,000 (Conditions apply) for selected pin-code addresses within India are eligible for COD service.
  • To cancel your order, you need to call the customer care on +912261066262 or email us at support@candere.com, but note that the order can be cancelled only before shipping.
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