Return & Refund Policy

A return or refund request may be accepted if:

• The item received is damaged during delivery.
• The item received is defective or faulty.
• The item received is different from the confirmed order.
• The item is missing stated accessories, certificates, warranty cards, or documents.
• The item is materially different from the product description shown on our website.

Returns and refunds may not be accepted for the following cases:

• Change-of-mind purchases after the order has been confirmed.
• Custom-made, engraved, resized, altered, or personalised jewellery.
• Items damaged due to customer misuse, negligence, mishandling, or improper storage.
• Items showing signs of wear, scratches, modification, tampering, or unauthorised repair.
• Items returned without original packaging, tags, certificates, receipts, warranty cards, or accessories.
• Items with removed, broken, or tampered security seals, inspection tags, or certification packaging.
• Items that do not match our original shipment record, product serial number, grading report, or certificate details.

Customers must submit a return or refund request within 3 to 7 days from the date the item is received. Requests submitted after this period may be rejected unless required by applicable law or covered under valid warranty terms.

To support a return or refund request, customers must provide clear and relevant evidence, including:

• Order number.
• Clear photos of the item received.
• Clear photos of the parcel, inner packaging, and outer packaging.
• Unboxing video, especially for damaged, missing, or incorrect items.
• Photos or videos showing the defect, damage, or issue clearly.
• Photos of certificates, tags, seals, and accessories.

1. Contact our customer support team within the allowed return request period.
2. Provide your order number, reason for return, and supporting evidence.
3. Wait for our team to review your request.
4. If approved, we will provide return instructions.
5. Pack the item securely with all original packaging, documents, tags, and accessories.
6. Return the item using the approved return method.
7. Our team will inspect the returned item before confirming the refund or exchange outcome.

Depending on the case, return shipping may be arranged through one of the following methods:

• Courier Drop-Off: The customer drops off the parcel at an approved courier branch.
• Courier Pick-Up: A courier collects the parcel from the customer’s address, where available.
• Self-Arrange Return: The customer arranges a traceable courier service and provides the tracking number to us.
• Store Return: The customer returns the item directly to our physical store, where available.

For high-value items, we may require insured shipping, special handling, or direct store return for security reasons.

Returned items must be packed securely and must include:

• The product item.
• Original product packaging.
• Any certificate or grading report, if provided.
• Warranty card, receipt, invoice, and authentication documents.
• Original tags, seals, labels, and accessories.
• Free gifts or complimentary items included in the original order.

Once the returned item is received, we will inspect and verify:

• Item condition.
• Authenticity and identifying product details.
• Certificate or grading report details where applicable.
• Product serial number, if applicable.
• Security seal, tag, and packaging condition.
• Whether the returned item matches the original shipped item.

The inspection process may take approximately 5 to 10 working days after we receive the returned item.

Refunds will only be processed after the returned item has passed our inspection and verification process.

If approved, the refund will be made using the original payment method where possible. Refund processing time may take approximately 7 to 14 working days, depending on the payment provider, bank, or payment gateway.

The refund amount may exclude:

• Shipping fees.
• Insurance fees.
• Payment gateway charges.
• Handling or administrative fees.
• Customisation, engraving, resizing, or alteration charges.

If the return is caused by our error, such as wrong item, defective item, or missing required documents, we may cover the relevant return shipping cost.

Instead of a refund, customers may request an exchange. Exchanges are subject to product availability, price difference, inspection approval, and company approval.

A return or refund request may be rejected if:

• The item fails inspection.
• The returned item is damaged, worn, altered, or tampered with.
• Required certificates, packaging, tags, or accessories are missing.
• The item returned does not match the item originally shipped.
• The customer fails to provide sufficient evidence.
• The request is submitted outside the allowed return period.