Return & Refund Policy

1. Eligible Returns

We accept return requests only under the following circumstances:

• You received a defective product.
• You received an incorrect product.
• Your shipment arrived with manufacturing defects.
• Your shipment was damaged during transit.

Returns are not accepted because of:

• Change of mind.
• Customer preference.
• Ordering the wrong product.
• Products that do not meet personal expectations.
• Slow sales or inventory issues.

2. How to Request a Return

Return requests must be submitted within 7 calendar days of receiving your shipment.

To process your request, please provide:

• Order Number
• Clear photographs of the item
• Photographs showing the defect or damage
• An unedited parcel opening video (recommended for transit claims)
• A brief description of the issue

3. Refund Process

Once the returned product has been received and inspected, we will notify you regarding the approval or rejection of your claim.

If your claim is approved, we may, at our discretion:

• Issue a full or partial refund.
• Replace the faulty product.
• Provide store credit for future purchases.

Refunds, where applicable, will be processed to the original payment method unless otherwise agreed in writing.

4. Exchange Policy

Where possible, faulty products may be replaced instead of refunded.

Replacement availability depends on stock levels and manufacturing schedules.

5. Cancellation Policy

• Standard wholesale orders may only be cancelled within
  24 hours of placing the order.
• After 24 hours, production, packing or shipping may already have begun, therefore cancellation requests may not be accepted.
• Custom-made, personalised and Made-to-Order jewellery cannot be cancelled once production has commenced.

6. Non-Returnable Products

The following items are not eligible for return or refund:

• Custom-made jewellery.
• Made-to-Order jewellery.
• Personalised jewellery.
• Products damaged due to misuse or improper handling.
• Products modified or repaired by the customer.
• Items showing normal wear and tear.

7. Shipping Costs

If a return is approved because of our manufacturing error or an incorrect shipment, we will work with you to determine the most appropriate return shipping arrangement.

Unauthorized returns sent without prior approval may be refused.

8. Inspection Upon Delivery

Customers are responsible for inspecting their shipment immediately upon delivery.

Any shortages, defects, incorrect items or transit damage should be reported within
7 calendar days
of delivery.

Claims submitted after this period may not be accepted.