In this Policy, capitalized terms not otherwise defined shall have the meanings assigned to them in Kavera's Terms & Conditions. In addition:

2.1 All Cancellation Requests must be submitted through one of the following authorized channels:

2.2 A Cancellation Request must include the following information to be considered valid:

• Full name of the Customer;
• Registered email address or mobile number;
• Order number or Order Confirmation reference; and
• Reason for cancellation (for Kavera's internal records).

2.3 A Cancellation Request shall be treated as received at the time it is acknowledged by Kavera in writing (by email, WhatsApp, or SMS). Requests submitted outside Business Hours will be treated as received at the commencement of the next Business Day.

2.4 A Cancellation Request is not confirmed until Kavera issues a written Cancellation Confirmation. Customers should not assume that an order has been cancelled until they receive this confirmation.

The cancellation terms applicable to an order depend on the product type and the time at which the Cancellation Request is received by Kavera. The following summary table applies to Ready-to-Ship and Made-to-Order products. Custom Jewellery is governed separately under Clause 5.

3.1 Cancellation Within 12 Hours — Full Refund

Where a valid Cancellation Request is received by Kavera within 12 hours of the Order Confirmation Time, the Customer is entitled to a full refund of the order value. No deductions will be made.

The refund will be processed to the original payment method used for the transaction, or to a Store Credit account at the Customer's preference. Refunds are processed within 7–10 Business Days of Cancellation Confirmation.

3.2 Cancellation Between 12 and 24 Hours — Refund Less Gateway Charges

Where a valid Cancellation Request is received after 12 hours but before 24 hours from the Order Confirmation Time, the Customer is eligible for a refund net of actual Gateway Charges incurred by Kavera on the original payment transaction.

Gateway Charges are costs actually charged to Kavera by the payment gateway provider and are non-recoverable by Kavera upon cancellation. These charges are passed on to the Customer only to the extent actually incurred and will be disclosed to the Customer at the time of processing the refund. No additional administrative fees or fixed percentage deductions will be applied beyond the actual Gateway Charges.

The net refund will be processed within 7–10 Business Days of Cancellation Confirmation.

3.3 Cancellation After 24 Hours — Not Permissible

Orders cannot be cancelled by the Customer after 24 hours from the Order Confirmation Time. This restriction exists because, depending on the product type:

• for Ready-to-Ship products, the order may have been allocated from inventory and packaging and dispatch preparation may have commenced;
• for Made-to-Order products, manufacturing scheduling, diamond sourcing, and gold allocation are typically initiated within the first 24 hours following order confirmation; and
• for all product types, Kavera's operational commitments, third-party sourcing activities, and production planning may have been undertaken in reliance on the confirmed order.

4.1 Made-to-Order products are manufactured individually following order placement, and involve the procurement of diamonds, allocation of gold, and production scheduling that commences after Order Confirmation.

4.2 Cancellation of a Made-to-Order product is subject to the same 24-hour Cancellation Window described in Clause 3. The 24-hour window is calculated from the Order Confirmation Time.

4.3 Once production activities have commenced for a Made-to-Order product — including but not limited to diamond sourcing, gold procurement, or manufacturing scheduling — the order becomes non-cancellable irrespective of whether the 24-hour window has elapsed, as Kavera will have incurred irreversible material and production costs.

4.4 Where a Customer submits a Cancellation Request for a Made-to-Order product within the 24-hour window, but Kavera has already commenced production activities before the request is received, Kavera will assess the request and notify the Customer of the extent of cancellable and non-cancellable costs. The parties will agree on an appropriate resolution on a case-by-case basis.

5.1 The following cancellation rules apply to Custom Jewellery orders:

5.2 Customers are solely responsible for reviewing and approving all design specifications before granting Design Approval. Kavera will not accept cancellations based on errors in Customer-provided specifications that were approved by the Customer prior to production.

5.3 Notwithstanding the above, Kavera will provide a remedy under the applicable Warranty Policy where a verified manufacturing defect is present in the finished Custom Jewellery product.

6.1 Gift Cards are non-cancellable and non-refundable once purchased, except where required by applicable law.

6.2 Products sold under promotional campaigns, limited-time offers, or special discounts may be subject to modified cancellation terms disclosed at the time of the promotion. Where a promotion specifies non-cancellability, that term shall apply in addition to the general terms of this Policy.

7.1 Refunds arising from approved cancellations will be processed within 7–10 Business Days of Kavera issuing the Cancellation Confirmation.

7.2 Refunds will be credited as follows:

7.3 The timelines above are estimates. Actual credit timelines may vary based on the Customer's bank, card issuer, UPI provider, or financial institution. Kavera shall not be responsible for delays occurring after the refund has been initiated from Kavera's end.

7.4 Where a Customer requests Store Credit in lieu of a refund to the original payment method, the Store Credit will be added to the Customer's registered account. Store Credit is subject to Kavera's Store Credit Terms and Conditions.

7.5 Where an order was placed using a Gift Card or Promotional Voucher, the refund — where applicable — will be credited to the same Gift Card or Voucher. One-time-use promotional vouchers that have been redeemed are not eligible for reissue on cancellation.

8.1 Kavera reserves the right to cancel any Order at any time prior to dispatch for legitimate reasons. Such reasons may include, but are not limited to:

• a pricing error or stock availability issue identified after Order Confirmation;
• failure of payment verification or identification of a fraudulent or unauthorized transaction;
• regulatory or compliance requirements that prevent fulfilment;
• the delivery address being identified as non-serviceable or high-risk;
• a Force Majeure Event that prevents fulfilment within a reasonable period; or
• any other legitimate operational or security reason.

8.2 Before cancelling an Order under Clause 8.1, Kavera will make reasonable efforts to notify the Customer through the registered email address or mobile number and, where possible, offer an alternative remedy (such as a price correction, alternative product, or revised delivery arrangement) before proceeding with cancellation.

8.3 Where Kavera cancels an Order under this Clause, the Customer will receive a full refund of the total amount paid, including any applicable charges, within 7–10 Business Days. No deductions will be made from refunds arising from Kavera-initiated cancellations.

8.4 Kavera-initiated cancellations do not affect the Customer's right to place a fresh order for the same or a similar product.

9.1 Orders cannot be cancelled after dispatch. Once a shipment has been handed over to the Logistics Partner, the order fulfilment process is complete from Kavera's side.

9.2 If a Customer no longer wishes to retain a product after dispatch, they may initiate a return request under Kavera's Return & Refund Policy within the applicable 10-calendar-day return window from the date of delivery, subject to the eligibility conditions set out in that Policy.

9.3 Customers who refuse delivery of a dispatched order without prior cancellation approval from Kavera will not automatically be entitled to a refund. Refused deliveries will be treated as failed deliveries and handled in accordance with Kavera's Shipping & Delivery Policy.

Nothing in this Policy shall limit, exclude, or modify any rights available to Customers under applicable consumer protection laws in India, including the Consumer Protection Act, 2019. In the event of any conflict between the terms of this Policy and applicable mandatory consumer protection law, the provisions of such law shall prevail to the extent of the conflict.

Kavera reserves the right to amend, update, or replace this Policy at any time. Amendments affecting the rights of Customers in relation to pending orders will be communicated with reasonable advance notice. Revised versions will be published on the Website with an updated effective date. Continued use of the Website to place new orders constitutes acceptance of the revised Policy for those new orders.

For any questions, concerns, or Cancellation Requests, please contact:

© Kavera Diamonds LLP. All Rights Reserved. Unauthorised reproduction of this Policy is prohibited.