RETURNS & EXCHANGES
At SARATTI, every piece of jewelry is created, selected, or prepared with intention. Due to the nature of fine jewelry, natural gemstones, and bespoke craftsmanship, returns and exchanges are governed by strict guidelines designed to protect the integrity, quality, and value of each piece. Return eligibility depends on the product category and the stage of production at which the order is placed. Customers are strongly encouraged to review the information below carefully before completing a purchase.
FULLY BESPOKE JEWELRY
Fully bespoke jewelry orders are created through a collaborative design and production process tailored exclusively to the client. These pieces are not pre-manufactured or mass-produced and often involve original design development, custom CAD modeling, gemstone sourcing or reservation, hand-finishing, and multiple stages of craftsmanship. The bespoke process may include consultations, design revisions, CAD approvals, gemstone selection and confirmation, size verification, metal sourcing, casting, stone setting, polishing, and final quality inspection. Each step requires dedicated time, skilled labor, and irreversible allocation of materials. Once payment is secured and production has commenced, the order enters an irreversible manufacturing phase. Materials are committed, gemstones are removed from inventory or sourced specifically for the order, and production schedules are assigned. As a result, fully bespoke jewelry orders cannot be cancelled, returned, exchanged, or refunded for any reason once production has begun. Clients are provided with design confirmations prior to production to ensure alignment. These may include CAD renderings, gemstone images or videos, specification summaries, and written approvals. These confirmations are intended to minimize ambiguity and ensure that the final piece reflects the agreed-upon design parameters. Due to the nature of handcrafted jewelry and natural gemstones, minor variations may occur. Subtle differences in proportions, finishing details, or gemstone characteristics are inherent to bespoke craftsmanship and do not constitute defects or grounds for return. By placing a fully bespoke order with SARATTI, the client acknowledges that the piece is being created exclusively for them and that all sales are final once production begins.
PRESET DESIGNS (MADE TO ORDER)
Preset designs offered on the SARATTI website are made-to-order pieces based on established designs. While the core design remains consistent, each piece is produced individually after an order is confirmed and payment is secured. These orders may still require size confirmation, gemstone verification, or CAD approval prior to production. Once a preset design order enters production, materials are allocated, gemstones are reserved or selected, and manufacturing begins. Due to this made-to-order process, preset design pieces are considered final sale once production has started. Returns, exchanges, refunds, or cancellations are not permitted after production begins, regardless of personal preference, sizing reconsideration, or aesthetic interpretation. Customers are encouraged to review all available product details, sizing information, and confirmations carefully before approving production.
READY-TO-SHIP ITEMS
Ready-to-ship items are pre-manufactured pieces that are available for immediate dispatch. These items may include select jewelry pieces or loose gemstones that do not require customization or production. Eligible ready-to-ship items may be returned within 14 days of delivery, provided they meet all of the following conditions:
• The item is unused, unworn, and in original condition
• The item shows no signs of wear, damage, or alteration
• All original packaging, certificates, and documentation are included
Return eligibility is assessed upon receipt. Items returned in altered condition, without original documentation, or with signs of wear may be refused. Return shipping costs are the responsibility of the customer. SARATTI strongly recommends using insured and trackable shipping methods, as responsibility for the item remains with the customer until it is safely received and inspected. Exchanges are subject to availability and are not guaranteed.
NON-RETURNABLE ITEMS
The following items are not eligible for return or exchange under any circumstances:
• Fully bespoke jewelry once production has begun
• Preset design pieces once production has begun
• Personalized or engraved items
• Items showing signs of wear, damage, or alteration
• Items returned without original certificates or documentation
INTERNATIONAL RETURNS
Where a return is permitted under this policy, international customers are responsible for return shipping to SARATTI’s designated workshop in Hong Kong. This includes all shipping costs, customs declarations, duties, taxes, and any associated fees. SARATTI is not responsible for delays, loss, or damage occurring during return transit. Customers are advised to package items securely and use insured, trackable shipping services.
QUALITY ASSURANCE & NATURAL VARIATIONS
All SARATTI pieces undergo quality inspection prior to dispatch. Natural gemstones may display inclusions, color zoning, tonal variation, or other natural characteristics that are inherent to their formation and individuality. These characteristics do not constitute defects and are not grounds for return. Product images and videos are provided for reference only. Variations may occur due to lighting conditions, screen calibration, and the natural uniqueness of gemstones.
WARRANTY REFERENCE
Manufacturing defects are addressed exclusively under SARATTI’s Warranty & Guarantee Policy. Warranty coverage operates independently from the Returns & Exchanges policy and does not override the final sale status of bespoke or made-to-order pieces.
HOW TO REQUEST A RETURN (IF ELIGIBLE)
If you believe your item qualifies for return under this policy, you must contact support@saratti.com within the applicable return window and include your order number, a detailed description of the request, and supporting images or videos where applicable. All return requests are subject to review and approval prior to issuing return instructions.
FINAL NOTE
This Returns & Exchanges policy is designed to ensure transparency, protect craftsmanship, and uphold the integrity of fine jewelry and gemstones. By placing an order with SARATTI, you acknowledge and agree to the terms outlined above.