Cancellation Policy
We understand that plans can change. Because most Preluma pieces are made to order, the time you can cancel depends on where your order is in the making process. This policy explains your options.
1. Cancelling Before We Start Making Your Piece
You can cancel your order for a full refund within 24 hours of placing it, as long as we have not yet started crafting your jewellery. To cancel, contact us as soon as possible with your order number.
2. Once Production Has Started
Once we begin making your piece, including cutting, casting, setting or customising it, we can no longer cancel the order. Your jewellery is being crafted specially for you in your chosen colour, karat, size and design, and it cannot be sold to someone else.
If you have a genuine concern, please message us. We will always try to find a fair solution, and may be able to help with an exchange or store credit at our discretion.
3. Customised and Personalised Orders
Customised designs, engraved pieces and special requests can be cancelled only before we confirm the design and begin work. Once you approve the design or production starts, these orders cannot be cancelled or refunded.
4. After Your Order Has Been Dispatched
Once your order has shipped, it can no longer be cancelled. After it is delivered, you may still be eligible for an exchange or return under our Return & Exchange Policy.
5. How to Cancel Your Order
- Email us at contact@prelumajewels.com or message us on WhatsApp at +91 97141 41360
- Include your name, order number and the reason for cancelling.
- We will reply to confirm whether your order can still be cancelled. Your order is only cancelled once we confirm it in writing.
The sooner you contact us, the better the chance we can help.
6. Refunds for Cancelled Orders
- Approved refunds are made to your original payment method within 5–7 working days. Your bank may take a few more days to show the credit.
- Payment gateway or transaction fees, if any, are not refundable unless the cancellation is due to our error.
7. Cancellations by Preluma Jewels
We may cancel an order if:
- An item is unavailable or cannot be made as described.
- There is a pricing or product information error on the website.
- We suspect fraudulent or unauthorised activity.
If we cancel your order, we will let you know and refund any amount you have paid in full within 5–7 working days.
8. Contact Us
Need to change or cancel an order? Please contact us right away.
Preluma Jewels
Address: 1225, The Prime, Near Vakil Overbridge, Ambli T-Junction, Sardar Patel Ring Road, Ambli, Ahmedabad, Gujarat, India – 380058
Phone / WhatsApp: +91 97141 41360
Email: contact@prelumajewels.com