Exchange Policy
At Veloura Jewel, we want our customers to be happy and confident with every jewellery purchase. Please read our exchange policy carefully before placing an order.
1. Exchange Eligibility
Products can be exchanged only if:
|
Eligible Reason |
Condition |
|
Wrong item delivered |
Item must be different from the confirmed order |
|
Manufacturing defect |
Defect must be reported immediately after receiving the item |
|
Size issue |
Applicable only for selected items such as rings, bangles, and bracelets |
|
Damaged during delivery |
Must be reported with photos/videos on the same day of delivery |
2. Exchange Request Period
Exchange requests must be made within 24 hours of receiving the item.
Requests made after this period may not be accepted.
3. Product Condition
To qualify for an exchange, the item must be:
· Unused
· Unworn
· Undamaged
· In original condition
· Returned with original packaging, invoice, certificate, tags, or any accessories provided
Items that show signs of use, scratches, resizing, alteration, damage, or missing packaging will not be accepted for exchange.
4. Non-Exchangeable Items
The following items cannot be exchanged:
|
Item Type |
Reason |
|
Customized jewellery |
Made specially according to customer request |
|
Engraved items |
Personalized for the customer |
|
Made-to-order items |
Produced after order confirmation |
|
Sale/discounted items |
Final sale unless defective |
|
Damaged by customer |
Not a manufacturing defect |
|
Items resized or altered after delivery |
Original condition changed |
5. Gold Purity / Karat Changes
If the customer requests a change in gold purity such as 22K, 20K, or 18K, price differences may apply.
Any exchange involving a different purity, weight, design, or stone setting will be calculated according to the current gold rate and product value at the time of exchange.
6. Size Exchange
For rings, bangles, bracelets, or similar size-based items, exchange or resizing depends on design availability and technical possibility.
Additional charges may apply for resizing, remake, delivery, or gold weight difference.
7. Delivery Charges for Exchange
Delivery or courier charges for exchange will be handled as follows:
|
Situation |
Delivery Charge |
|
Our mistake / wrong item / manufacturing defect |
Covered by us |
|
Customer size issue / change of mind |
Customer must pay delivery charges |
|
Re-delivery after failed delivery |
Customer must pay additional delivery charges |
8. Inspection and Approval
All exchanged items are subject to inspection after return.
We reserve the right to reject an exchange if the item does not meet our exchange conditions.
9. No Cash Refund
We do not provide cash refunds.
Approved exchanges will be processed as:
- Replacement with the same item
- Exchange for another item of equal value
- Exchange for a higher-value item by paying the price difference
- Store credit, if applicable
10. How to Request an Exchange
To request an exchange, please contact us with:
Order Number:
Customer Name:
Contact Number:
Reason for Exchange:
Clear photos/videos of the product:
Phone/WhatsApp: 0773 703 737
11. Important Note
Jewellery is a delicate and high-value product. Please check product details, size, gold purity, and customization details carefully before confirming your order. Once customized or made-to-order jewellery is produced, exchange options may be limited.
