Refund Policy

1. Onboarding Fees

1.1 Installation, renewal and platform fees

• One-time installation fee: $999 — covers domain configuration, branded website set-up, catalog activation, admin-panel and Caratly Studio provisioning, and onboarding time. Payable after Trinity's onboarding call and before activation; there is no online payment on this website. Non-refundable once activation work begins (typically within 48 hours of payment), except as stated in the Premium Partner clause below.
• Premium Partner: when your sales through the portal reach $100,000, you move to the Premium Partner category and your $999 installation fee is refunded in full. This is the only case in which the installation fee is refunded.
• Annual renewal fee: 10% of the installation fee ($99.90) from the second year, payable before each anniversary of activation; non-refundable once the renewed year has started.
• Monthly platform fee by tier: Bronze $10/month (1,000 designs, Studio Pro) · Silver $20/month (2,500 designs, Studio Pro) · Gold $28/month (full catalog 5,000+, Studio Enterprise).
  • Billed monthly from activation; no refunds for partial months. Tier changes apply from the next billing month.
  • Platform fee covers Trinity's shared infrastructure cost (server, leaseline internet, firewall, security, backup, maintenance, Studio compute) — this is not a profit centre. Trinity's actual income is the wholesale margin on jewellery supplied for partner orders.
• All fees are in US dollars, billed in INR at the exchange rate on the invoice date, and exclude GST / VAT.

2. Sample Buy-Back (optional samples only)

Partners are not required to buy any stock or sample kit. If a partner chooses to purchase samples, Trinity offers a buy-back to reduce risk for partners exiting within the first 6 months:

• Unsold samples may be returned within 6 months of activation. Trinity re-certifies each piece and credits the invoiced price less making charges, or exchanges the piece for another of similar value, at the partner's choice.
• Samples must be unused, with the certificate tag / seal unopened, in original packaging and with the original certificates.
• Damaged, modified or used samples are not eligible.

3. Returns and Refunds on Jewellery (wholesale terms)

End-customer refund decisions are made by the partner (the website owner); Trinity's role is fulfilment. Between Trinity and the partner, returns follow wholesale terms, not retail terms:

• Unused stock piece, certificate tag / seal unopened: Trinity takes the piece back after re-certification and credits the wholesale invoice less making charges, or exchanges it for another piece of similar value, at the partner's choice.
• Defect certified by Trinity's quality team, or wrong piece shipped by Trinity's error: exchanged after re-certification of the gold and diamonds; making charges are deducted.
• Lost in transit (verified by courier): the wholesale invoice is credited in full.
• Made-to-order, customised, engraved and used pieces are not returnable (see Section 5).

4. Refund Process

1. Submit a refund request via partner admin panel or email [email protected].
2. Trinity reviews within 5 working days.
3. If approved, refunds are processed via the original payment method within 7-10 working days.
4. Refunds may be subject to bank/payment processor charges as per Razorpay terms.

5. Non-Refundable Items

• Custom-designed jewellery made to partner's specification.
• Hallmarked items already engraved with partner branding.
• Marketing collateral (printed catalogs, posters, samples) once dispatched.

6. Disputes

Disputes shall be resolved per Section 10 of the Terms of Service.

7. Contact

Refund queries: [email protected]
Phone/WhatsApp: see Contact