Last updated: 16 July 2026. This Order Policy applies to every custom jewellery order placed through Saheehisab and is operated by Dhyaan Jewels LLP (GST: 29AANFD2529G1ZA). It should be read together with our Terms & Conditions and Payment Policy.
1. Placing an Order
An order begins when a customer submits their jewellery requirement (design, purity, weight range, and any stone/diamond details) through the platform. This is reviewed by our team, and where necessary assigned to a manufacturer or karigar, before a final price estimate is issued to the customer for approval.
An order is only considered confirmed once the customer explicitly approves the estimate through their account. A unique order number is generated at this point, and the order enters our production pipeline.
2. 24-Hour Cancellation Window
Once an order is confirmed by the customer, it may be cancelled free of charge within 24 hours of confirmation. After this 24-hour window has passed, the order is considered locked in and cannot be cancelled, as gold procurement and production work will have already begun on the customer's behalf.
To cancel within the window, the customer must contact us at info@saheehisab.com or +91 95094 58270, quoting the order number. Any token payment already made for an order cancelled within this window will be refunded in full, as set out in our Payment Policy.
3. Gold Rate Locking & Token Payment
Gold and silver rates fluctuate daily. To protect the customer against rate movement during production, the gold rate applicable to an order is fixed only once the token payment is received — not at the time of estimate approval. Production does not begin until this token payment is confirmed. Full details of the token amount and balance payment are set out in our Payment Policy.
4. Production Timeline
Once the token payment is received and the gold rate is fixed, the order moves through our standard production stages — design/CAD, mould making, casting, filing, stone setting (where applicable), polishing, quality check, packaging, and dispatch. Customers can track the live status of their order at any time via Track My Order.
Estimated delivery timelines are communicated at the time of order confirmation and may vary depending on design complexity, stone availability, and manufacturing partner capacity.
5. Weight & Finishing Tolerance
| Aspect | Acceptable Tolerance |
|---|---|
| Gold weight | A variance of up to ±5% between the estimated weight and the final delivered weight is normal in handmade jewellery manufacturing (casting loss, filing, and finishing adjustments) and is accepted by the customer as part of placing the order. |
| Finishing & polish | The finished piece will match 90–99% of the reference design/finish shown at the time of order. Minor variation in polish, shine, or surface finish — inherent to hand-finished jewellery — is accepted by the customer and is not treated as a manufacturing defect. |
These tolerances are standard across the jewellery manufacturing industry and are disclosed upfront so customers can place their order with full clarity. They do not apply to genuine manufacturing defects, incorrect purity, or failure to meet BIS hallmarking standards — these remain covered under our Return & Exchange Policy.
6. Delivery & Handover
Orders are handed over only after the balance payment is received in full, as set out in our Payment Policy. We recommend customers inspect the piece carefully at the time of delivery/handover before accepting it.
Questions about an existing order? Contact us at info@saheehisab.com or +91 95094 58270, or check our FAQ.