Returns, Refunds & Cancellations

The short version

Fourteen days to change your mind on most things, from the day the parcel arrives. Sealed cosmetics that have been opened, pierced earrings, and anything sized or made to order cannot come back unless it is faulty. Faulty is always our problem, whatever the timing.

1. Cancelling before dispatch

Write to contact@bearsystems.in as soon as you can. If the parcel has not left us, we cancel and refund in full. If it has already gone, treat it as a return.

2. The change-of-mind window

You have 14 days from delivery to tell us you are returning something, and a further 14 days to actually send it. Customers in the EU and UK have this as a statutory right; we extend the same terms to everyone regardless of where they live.

Items must come back unused, in their original packaging, with any seal intact and any certificate, box and papers included. Artworks must be returned in the packaging they arrived in — if you have destroyed the crate, tell us before you ship.

3. What cannot be returned

These exclusions apply to change of mind only. None of them affects your rights if an item is faulty, damaged or not as described.

Opened cosmetics

Any sealed cosmetic whose seal is broken cannot be returned, on hygiene grounds. Unopened and sealed, it can.

Pierced jewellery

Earrings and nose pins that pierce the skin cannot be returned once the hygiene seal is broken.

Sized or engraved to order

Rings resized to your measurement, engraved pieces and commissioned work are made for you alone and cannot be resold.

Gift cards

Not refundable, though never expiring.

Sale of a unique artwork after 14 days

One-of-a-kind works are withdrawn from sale for you. After the window closes the sale is final unless the work is not as described.

4. Faulty, damaged or not as described

Tell us within a reasonable time of noticing, and send a photograph if you can. We will repair, replace or refund — your choice first, ours only if yours is impossible or disproportionate. We pay the return postage. We do not ask you to deal with the carrier; that is our job.

EU and UK customers have a two-year legal guarantee of conformity. Indian customers have rights under the Consumer Protection Act 2019 against defective goods. Neither is shortened by anything on this page, and neither is conditional on you having kept the box.

Hand-made variation is not a fault. Tool marks, slight asymmetry, and stone-to-stone colour difference are properties of the object. Loose stones, failed joins, clasps that do not close and leaking bottles are faults, and we want to hear about them.

5. How to return something

1. Email contact@bearsystems.in with your order number and what you are sending back.
2. We reply with a return authorisation and the address. Do not ship without it — unauthorised returns can be refused at customs and sent back to you.
3. Pack it as it arrived. For anything over a certain value we will arrange an insured collection instead.
4. Send it within 14 days of telling us, and keep the tracking number.

6. Who pays for what

Faulty or wrong item

We pay everything — return carriage, and the original outbound shipping.

Change of mind, within India

You pay return carriage.

Change of mind, international

You pay return carriage. Import duty you paid may be reclaimable from your own customs authority; we will supply the paperwork, though we cannot reclaim it for you.

Refused or undeliverable parcel

If a parcel comes back because it was refused or nobody could take delivery, we refund the goods less the outbound and return carriage we actually paid.

7. Refunds

We refund within 14 days of receiving the item back, or of proof that you have sent it, whichever is sooner. Money goes back to the original payment method. We do not refund to a different card or account, because that is how fraud works.

How quickly it appears is up to your bank and not to us — typically 5 to 10 working days for Indian cards and UPI, sometimes longer internationally. We refund the outbound standard shipping too where you cancel a whole order; we do not refund the extra you paid to upgrade to express.

We may reduce a refund to reflect handling beyond what is needed to examine an item. Trying a ring on is fine. Wearing it to a wedding is not.

8. If this goes wrong

Escalate to the Grievance Officer at info@bearsystems.in. Acknowledged within 48 hours, resolved within one month.