Custom & Made-to-Order Policy

CUSTOM & MADE-TO-ORDER POLICY

At Hansuli, some pieces are created especially for you.

Traditional jewellery often carries personal meaning, and a custom piece may be made according to a customer’s specific size, design, finish, engraving, stone selection, or other requirements.

This policy explains the terms applicable to custom-made, personalised, and made-to-order jewellery purchased from Hansuli.

A product may be considered Custom or Made-to-Order when it is produced or modified specifically according to the customer’s requirements.

This may include:

• Custom size
• Custom weight
• Custom length
• Custom design
• Design modifications
• Personalised engraving
• Name engraving
• Initials
• Date engraving
• Custom stone selection
• Custom colour or finish
• Custom plating
• Custom oxidisation
• Custom combination of jewellery elements
• Special dimensions
• Matching sets
• Bridal jewellery
• Bespoke traditional jewellery
• Jewellery created from a customer’s reference image
• Jewellery created specifically against a confirmed order
• Any product that Hansuli identifies as “Made to Order”

Hansuli may offer both:

Ready-to-Ship Jewellery

Jewellery that is already manufactured and available for immediate dispatch, subject to availability.

Made-to-Order Jewellery

Jewellery that is manufactured, assembled, modified, finished, or customised after the customer places an order.

The applicable product page, quotation, invoice, or customer communication will indicate whether the product is made-to-order where reasonably possible.

Before production begins, Hansuli may confirm the following with the customer:

• Product/design
• Size
• Dimensions
• Material
• Silver purity, where applicable
• Approximate weight
• Stones
• Finish
• Engraving
• Quantity
• Delivery requirements
• Price
• Estimated production timeline

The customer should carefully review the details before giving final approval.

Once the customer approves the specifications, Hansuli may proceed with production.

Approval may be provided through:

• WhatsApp
• Email
• Website
• Written confirmation
• Order confirmation
• Signed form
• Other recorded communication

Once the customer has approved the final specifications and production has commenced, changes may not be possible or may attract additional charges.

Custom and made-to-order jewellery may require an advance payment before production begins.

Standard Advance

Hansuli may require to be confirmed by Hansuli advance payment depending on the nature and value of the order.

The applicable advance amount will be communicated before the order is confirmed.

For highly customised, expensive, or specially sourced products, Hansuli may require full payment before production.

Advance payment may be required because Hansuli may need to incur costs specifically for the customer’s order, including:

• Silver procurement
• Gemstones
• Other materials
• Artisan labour
• Custom components
• Special tools
• Engraving
• Plating
• Oxidisation
• Packaging
• Production planning

These costs may not be recoverable if a customer cancels a customised order after production begins.

Production may begin after:

1. Customer specifications are confirmed; 2. Required advance payment is received; and 3. Hansuli has accepted the order for production.

Once production has commenced, the order may become subject to cancellation restrictions.

If a customer requests cancellation before production has commenced, Hansuli may consider the cancellation request.

Any refund will be subject to:

• Whether materials have already been purchased;
• Whether any work has already been performed;
• Payment gateway charges;
• Third-party costs;
• Other non-recoverable expenses.

Where applicable, such deductions will be communicated to the customer.

Once production has commenced, cancellation may not be permitted for custom or made-to-order jewellery.

This is because the product may have been:

• Specifically manufactured;
• Cut or shaped;
• Sized;
• Engraved;
• Assembled;
• Soldered;
• Stone-set;
• Plated;
• Oxidised;
• Modified;
• Produced specifically for the customer.

Any cancellation request after production begins will be reviewed individually and subject to applicable law.

Custom and personalised jewellery is generally not eligible for exchange or return due to change of mind.

This includes situations where:

• The customer changes their mind;
• The customer prefers another design;
• The customer chooses another colour;
• The customer no longer requires the product;
• The customer does not like the final design despite it matching the approved specifications;
• The customer orders the wrong size;
• The customer changes their personal preference.

This restriction does not affect a customer’s statutory rights relating to genuine defects, incorrect products, or other remedies required under applicable law.

For custom-size jewellery, the customer is responsible for providing accurate measurements.

Examples include:

• Ring size
• Bangle size
• Bracelet length
• Necklace length
• Chain length
• Other body measurements

If the customer provides an incorrect measurement and the jewellery is produced according to that measurement, resizing or alteration may be chargeable.

Hansuli is not responsible for incorrect customer-provided measurements.

Where possible, Hansuli may assist customers in determining an appropriate size.

However, final responsibility for customer-approved custom measurements rests with the customer.

For high-value or difficult-to-measure products, Hansuli may recommend professional measurement before production.

Customers should carefully review all specifications before approving production.

After approval, changes may involve:

• Additional material
• Additional labour
• Production delay
• Reworking
• Remaking the product

Additional charges may apply.

Some changes may not be technically possible after production begins.

A customer may request modifications to an existing Hansuli design.

Examples include:

• Changing dimensions
• Adding or removing elements
• Changing the clasp
• Changing the chain length
• Changing the finish
• Adding stones
• Removing stones
• Changing engraving
• Combining two designs

Hansuli will confirm whether the requested modification is technically possible.

Additional charges may apply.

Customers may provide photographs, sketches, references, or inspiration images.

Hansuli may use such references to understand the customer’s desired design.

However, the final product may not be an exact visual replica due to:

• Manufacturing limitations
• Material differences
• Artisan techniques
• Proportion
• Scale
• Stone availability
• Structural requirements
• Copyright or design restrictions

Where the customer approves the final design/specifications, minor differences from a reference image shall not automatically constitute a defect.

For significant bespoke orders, Hansuli may provide:

• Sketch
• Digital rendering
• Reference photograph
• Sample
• Written specification

Where such approval is provided, the customer should carefully review the design before confirming production.

Once approved, subsequent changes may attract additional charges or may not be possible.

Hansuli specialises in handcrafted and traditional jewellery.

Handcrafted production may naturally result in minor variations in:

• Shape
• Texture
• Thickness
• Weight
• Surface finish
• Engraving
• Oxidisation
• Stone placement

Such minor variations may be inherent to the handcrafted nature of the product and will not automatically be considered manufacturing defects.

Engraving must be carefully confirmed before production.

Customers are responsible for checking:

• Spelling
• Names
• Initials
• Dates
• Numbers
• Symbols
• Language/script

Once engraving has been completed, the product generally cannot be exchanged or returned because of an error in customer-approved text.

If the engraving error is caused by Hansuli contrary to the customer’s approved specification, Hansuli will review the matter and provide an appropriate remedy.

Where customers select or approve specific gemstones, beads, pearls, or other materials, natural variations may occur.

Natural stones may differ in:

• Colour
• Clarity
• Shape
• Inclusions
• Size
• Pattern

These characteristics are not automatically considered defects.

Where a particular stone specification is agreed, Hansuli will endeavour to meet the agreed specification subject to availability.

If a customer requests a specific material, stone, finish, or component that is not normally stocked by Hansuli, additional sourcing charges or lead times may apply.

The customer may be required to pay the relevant material cost in advance.

Custom jewellery pricing may differ from the price of a standard Hansuli product.

The final price may depend on:

• Silver weight
• Silver market price
• Labour
• Design complexity
• Stones
• Engraving
• Finishing
• Plating
• Custom components
• Packaging
• Taxes

The confirmed quotation or invoice shall determine the applicable price for the order.

For custom orders where production is scheduled for a future date, significant changes in the cost of silver or other materials may affect the final price if the price was not expressly fixed at the time of confirmation.

Any such pricing condition should be communicated to the customer before production.

For handcrafted custom jewellery, the final weight may vary slightly from the estimated weight.

Where pricing is based on actual final weight, the final invoice may be adjusted accordingly.

Where a fixed price has been expressly agreed, the agreed quotation shall apply subject to the stated terms.

Custom jewellery requires additional production time.

The estimated production period will depend on:

• Design complexity
• Material availability
• Artisan availability
• Stone availability
• Customisation
• Order volume
• Finishing requirements

The customer will be informed of the estimated timeline.

Production timelines are estimates unless a specific delivery date has been expressly guaranteed in writing.

Production may occasionally be delayed because of:

• Material availability
• Artisan workload
• Stone sourcing
• Design changes
• Quality-control requirements
• Unexpected production issues
• Courier/logistics delays
• Force majeure events

Hansuli will make reasonable efforts to communicate significant delays.

Before dispatch, Hansuli may inspect custom jewellery for:

• Structural integrity
• Finish
• Size
• Engraving
• Stone setting
• Clasp function
• General workmanship

The customer may be asked to confirm the final specifications before dispatch for certain high-value orders.

Custom jewellery remains eligible for any applicable warranty relating to genuine manufacturing defects, subject to the Hansuli Warranty & Manufacturing Defect Policy.

Customisation itself does not remove statutory consumer rights.

However, warranty does not generally cover:

• Incorrect customer measurements
• Customer-approved design characteristics
• Customer-requested alterations
• Normal wear and tear
• Accidental damage
• Chemical damage
• Improper care
• Unauthorised repairs

If a customer requests changes after receiving the jewellery, such as:

• Resizing
• Length adjustment
• Additional engraving
• Design modification
• Stone replacement
• Re-plating
• Re-finishing

the work may be treated as a separate paid service.

The customer may need to return the jewellery to Hansuli for inspection before the alteration is approved.

Customers should not attempt to:

• Bend
• Cut
• Solder
• Resize
• Engrave
• Polish aggressively
• Re-plate
• Chemically clean

custom jewellery themselves.

Unauthorised modification may affect warranty and future service eligibility.

If a customer provides their own:

• Gold
• Silver
• Gemstone
• Pearl
• Bead
• Other jewellery component

for use in a custom piece, Hansuli may inspect and document the material before accepting it.

The customer-supplied material may be subject to:

• Purity testing
• Weight verification
• Condition assessment

Hansuli cannot guarantee the inherent quality, authenticity, durability, or condition of customer-supplied materials.

If old jewellery or silver is provided for remaking, the final product may differ in:

• Weight
• Shape
• Design
• Metal composition
• Finish

depending on the manufacturing process and material loss during melting, refining, casting, polishing, or finishing.

Applicable charges and material adjustments will be communicated before production.

If a customer requests that an existing Hansuli piece be redesigned or remade, the original piece may be altered permanently.

Once the customer approves remaking, the original form may not be recoverable.

Customers should confirm their approval before production begins.

Hansuli may use:

• WhatsApp
• Phone
• Email
• SMS
• In-store communication

to confirm custom specifications and approvals.

Customers should carefully read all specifications communicated through these channels before providing final approval.

If Hansuli requires customer confirmation regarding:

• Design
• Size
• Engraving
• Stone
• Payment
• Delivery
• Other specifications

and the customer does not respond, production or dispatch may be delayed.

Hansuli shall not be responsible for delays caused by pending customer confirmation.

Where an advance payment has been made, the remaining balance must generally be paid before or at the time of dispatch/collection, unless otherwise agreed in writing.

Hansuli may hold dispatch until the applicable balance has been received.

An advance paid toward custom or made-to-order jewellery may not be fully refundable after production has commenced because Hansuli may have incurred non-recoverable costs.

Any cancellation and refund will be assessed according to:

• Production status
• Materials purchased
• Work completed
• Custom components
• Third-party costs
• Applicable law
• Specific order terms

Cancellation requests must be made as early as possible.

Before production:

Cancellation may be considered subject to applicable deductions.

After production begins:

Cancellation may not be accepted for customised or made-to-order jewellery, subject to applicable law.

After completion:

Cancellation is generally not accepted merely because the customer has changed their mind.

Custom, personalised, and made-to-order jewellery is generally not eligible for return or exchange due to change of mind.

However, this does not restrict applicable statutory rights relating to:

• Manufacturing defects
• Incorrect products
• Material non-conformity
• Other legally protected consumer remedies

If Hansuli produces a product materially different from the specifications approved by the customer, or if the product has a verified manufacturing defect, the customer should contact Hansuli promptly.

Hansuli will inspect the product and determine the appropriate remedy in accordance with its policies and applicable law.

By approving a custom or made-to-order order, the customer acknowledges that:

1. The product is being made specifically according to their requirements. 2. Production may begin after advance payment. 3. Changes after production begins may not be possible. 4. Additional charges may apply for alterations. 5. Minor handcrafted variations may occur. 6. Customer-provided measurements must be accurate. 7. Custom products are generally not eligible for change-of-mind returns or exchanges. 8. Genuine manufacturing defects remain subject to the applicable warranty and consumer rights.

CUSTOM ORDER FLOW

Design/Requirement ↓ Quotation ↓ Customer Approval ↓ Advance Payment ↓ Production Begins ↓ Quality Check ↓ Final Payment ↓ Dispatch / Collection

Once production begins:

Cancellation may not be possible.

Design changes may incur additional charges.

Custom products are generally not eligible for change-of-mind exchange/return.

For custom jewellery enquiries:

Hansuli Phone/WhatsApp: +91 84499 99110 Email: Hansulijewellers@gmail.com Address: Hansuli Store, opposite Shri Krishna Wedding Palace, Sahastradhara Road, Dehradun 248001 Website: the Hansuli website

Please mention:

Subject: Custom Jewellery Enquiry – [Customer Name]

Nothing in this policy is intended to exclude, restrict, or override any mandatory consumer rights or remedies available under applicable law.

Where applicable law provides a customer with a right or remedy beyond this policy, that right shall continue to apply.

HANSULI

Devbhoomi Ki Thaati

Your idea. Our craftsmanship. A piece made to carry your story forward.