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1. No change-of-mind returns or exchanges
Please check the item, design, size, weight, purity and agreed price before completing your purchase. We do not accept returns, refunds or exchanges simply because you change your mind after purchase, including after collection or delivery. This applies even if the item is unused. If there is a problem with your item, please contact customer service so we can assist you.
This restriction does not exclude or limit remedies required by applicable law for defective, incorrect or misdescribed goods, or any express warranty. Any more favourable return or exchange terms agreed for your purchase remain applicable; this policy does not retrospectively remove those commitments.
2. When a refund or replacement is due
If you are entitled to a remedy under applicable law, we will provide that remedy. Where you have a legal right to reject the goods, your refund or replacement options are not replaced by store credit or a buyback valuation. We will not substitute another item without your agreement.
If you choose and agree to a different replacement item, we first agree on an itemised quotation and any price adjustment with you. Purity, weight, workmanship, stones and disclosed charges may affect the price; grams alone do not determine the difference. Any agreed adjustment must not reduce a remedy legally due. A replacement arrangement is not a general change-of-mind exchange benefit.
Refunds for transactions that we decline or cannot fulfil are addressed in the payment policy and general terms. The change-of-mind restriction does not allow us to retain money where a refund is due.
3. Wrong, damaged or misdescribed goods
Contact us promptly if goods are wrong, damaged in transit, defective or do not match the agreed description, weight or purity. Keep reasonable evidence such as photographs, packaging and your receipt. Missing an unboxing video does not automatically remove a legal remedy. Do not wear, alter or repair disputed goods before reasonable inspection, except where necessary to prevent further damage.
These claims are assessed separately from change-of-mind returns. We will provide the remedy required by applicable law, which may include repair, replacement or refund. Do not assume that a short reporting period, missing packaging or signing for delivery removes rights concerning a hidden defect. Reasonable return costs for a substantiated seller-responsibility claim will be handled consistently with applicable law.
4. Reporting a problem and returning goods
- Contact customer service with your receipt/reference, item and reason; state whether you request a refund or exchange.
- Obtain the return address, handling instructions and agreement on transport/insurance arrangements before dispatch. Do not send valuable goods to an unconfirmed address.
- Package securely, use a carrier that accepts the actual goods and value, make accurate declarations, and keep tracking and handover evidence.
- We inspect identity and condition and explain any proposed rejection or adjustment. You may ask for review and provide further evidence.
For a legal-remedy claim or an expressly agreed return, we will explain the transport and insurance arrangements before dispatch, without limiting our obligations under applicable law. We will not impose an undisclosed standard handling or restocking fee. Request help if an authorisation delay could affect the timely submission of your request.
5. Refund handling and complaints
An approved refund is normally returned to the verified original payment source; any necessary alternative must be verified and agreed. Customer service will confirm the amount, method and expected processing time. Bank settlement time is separate. Approval of your refund and receipt of the funds are separate stages.
Contact us to dispute a decision or delayed refund. Nothing in this policy requires you to waive applicable rights, accept store credit instead of a refund legally due, or keep a complaint confidential.