Returns & Exchange

Before you return a Mortantra product, please take a moment to understand how our products are made. All our products are handcrafted by traditional craftsmen, resulting in each product being unique and slightly different from each other. The stones, therefore, may vary slightly. All our products go through quality control before shipping.

Returns & Exchanges will ONLY be accepted if your order is damaged in transit when shipped by us or you have received the incorrect product. In case your order is damaged in transit or you have received the wrong product you may return them exactly the way in which they were received (unworn, with original packaging).

For any exchange or returns other than the transit damage, the shipping/courier and logistic charges for all order - domestic/international will be borne by the customer for both return and exchange.

STEPS FOR EXCHANGE:

Please inform us within 3 days of receipt of the order. You can email on orders@mortantra.com or Whatsapp/Call on +91 9909909829.
Before we arrange for your damaged/incorrect product to be returned to us you are required to send us a photograph of the product, then, it is up to the discretion of the Mortantra QC team to decide whether the product is approved for return.
Once we have received the product image and our Quality Control team has authorized the return we will inform you of the most mutually convenient return method.
We are not responsible for lost or damaged packages. We are not liable for any returns that we were not notified about first.

REFUNDS WILL BE DONE IN THE FOLLOWING CASE:
Packages lost in transit if shipped by us.
In case Mortantra is unable to provide you with a replacement.

NO REFUNDS WILL BE GIVEN IN THE FOLLOWING CASES:
Incorrect or outdated delivery address.
Incorrect address format including any form of a PO Box address.
After failed delivery attempts by our courier agencies
Package refused by recipient.
Sizing issues. Please review our size guides carefully or contact us on DM or WhatsApp for any query for sizing before making your purchase.
Products returned in a used or damaged condition.
Minor color and design variation(s). All products are handcrafted and use natural stones so there may be some variation from the photographs on our website.
If the jewellery is not faulty or damaged.

Exchange once for an order, cannot be exchanged again unless transit damage (only if approved by the team)

For any further exchange/returns in design, 30% charges will be applicable of the item value.

Cancellation:
The order placed on the website or via any channels can be changed within 3 days and before it is shipped (whichever happens first). The order cannot be cancelled post shipping. If cancelled within 3 days and before being shipped, the order amount will be issued as store credits. If the order is being cancelled post 3 days of order placement, a cancellation charge or 30% will be applicable and the rest amount will be issued as store credits that can be used within 1 year of the date of issue.

Made-to-Order - Terms & Conditions :

For made-to-order, customised orders and consulted orders, alterations, change in pieces or cancellation will be only considered in special cases, within 3 days of order placement. Email regarding the same should be done on info@mortantra.com. Cancellations will not be entertained in any orders post 3 working days. If cancellations are to be done irrespective, 30% cancellation fees will be charged on the total order and the remaining amount if any will be issued to the client as a credit note.
In case of exchange, changes, alterations to be made to the order, The order value needs to matched. An additional 30 days time period will be given for the finalisation if notified in 3 days time. 30% cancellation fees will be charged on the order value if the client fails to revert for the follows up on the order.

For custom orders, made-to-order pieces that need to be put on hold due to any circumstances, the client can request a hold within their order timeline before shipping. An additional 30 days will be provided for the finalisation. The order will automatically be cancelled post 30 days after taking a follow up with the client. 30% of the whole order value will be charged as cancellation fees and the remaining amount if any will be issued to the client as a credit note.