Return & Exchange Policy

Last Updated: October 20, 2026

At Get Jewellery, we want you to love every piece you receive. Each order matters to us, and we're always happy to help if something isn't quite right.

While we take great care to ensure your jewellery matches your order, we understand that occasional issues can happen. This policy explains how we can help with damaged, defective, or incorrect items and what to keep in mind when placing your order.

1. Damaged, Defective, or Incorrect Items

We want every order to reach you in perfect condition. If your jewellery arrives damaged, has a manufacturing defect, or differs from what you ordered, please let us know. We'll be happy to look into it and help find a suitable solution.

You may be eligible for a return, exchange, or replacement if:

• Your jewellery arrives damaged or has a manufacturing defect.
• You receive a different item from the one you ordered.
• The size, metal purity, diamond carat weight, or other specifications don't match your confirmed order.
• The diamond quality or other product details differ materially from what we promised.
• An item or accessory included in your order is missing.

Please contact us within 7 calendar days of delivery so we can review the issue and assist you as quickly as possible.

To help us resolve the issue smoothly, we request that you keep the jewellery unworn and avoid resizing, repairing, or altering it before contacting us.

2. How Soon Should You Contact Us?

If you notice any damage, defect, or mismatch, please reach out to us within 7 calendar days of receiving your order.

You can email us at help@getjwellery.com or contact us through the WhatsApp number available on our website.

To help us understand what happened, please share:

• Your order number.
• Your name and contact details.
• A brief description of the issue.
• Clear photographs of the jewellery and its packaging.
• An unboxing video, as described in the next section.

We recommend getting in touch as soon as you notice a problem. The sooner we hear from you, the sooner we can work towards a solution.

Your rights under applicable consumer protection laws remain unaffected by this reporting window.

3. A Small Request: Please Record Your Unboxing

We take extra care when preparing and shipping your jewellery, and an unboxing video helps us understand the condition in which your order arrived.

For damage, defect, incorrect-item, or missing-item claims, we request an unboxing video to help us verify the issue.

If possible, please make sure your video shows:

• The package before opening.
• The shipping label and the condition of the parcel.
• The opening of the package and jewellery box.
• The jewellery and any included accessories.
• Any visible damage, defect, or missing component.

Please keep the original packaging, jewellery box, certificates, tags, and other included items until your concern has been resolved.

Don't worry if you haven't recorded an unboxing video. Please contact us anyway and share any photographs or other evidence you have. We'll review your concern and let you know if anything else is needed, in accordance with applicable law.

4. When Product Details Don't Match

We want you to receive exactly what you ordered, with product specifications that match the details shared on our website or confirmed with you before purchase.

If your jewellery materially differs from what was promised, please contact us. We'll review the details and help arrange an appropriate return, refund, exchange, or replacement where applicable.

This may include differences in:

• Diamond type, including lab-grown or natural diamonds, where specified.
• Diamond carat weight or total carat weight.
• Diamond quality grades or characteristics mentioned in the product listing.
• Metal type and purity, such as 925 sterling silver or the specified gold purity.
• Ring size or other confirmed measurements.
• Product design, quantity, or other important specifications.

Please keep in mind that jewellery can look slightly different in photographs because of lighting, magnification, and individual screen settings. Minor visual variations do not necessarily indicate a defect.

Where a certificate or report is provided for a particular stone or item, we'll consider the relevant documentation when reviewing your concern.

If we confirm that the item materially differs from what was promised, we'll work with you to find a fair solution.

5. Changed Your Mind? Here's What to Know

We understand that choosing jewellery is personal, and sometimes preferences change.

However, because our orders are prepared according to the options selected at checkout, we're unable to offer returns or exchanges simply because you've changed your mind or would prefer a different design.

Before placing your order, we encourage you to take a moment to review the photographs, description, size, metal purity, diamond specifications, and price.

If you're unsure about any detail, please reach out to us before purchasing. We're happy to help you make an informed choice.

This policy does not apply where an item is damaged, defective, incorrect, materially different from what was promised, or where a return or other remedy is required by applicable law.

6. Choosing the Right Size, Carat Weight, and Metal Purity

We want your jewellery to feel just right, so please review your selected options carefully before completing your purchase.

Depending on the product, you may be able to choose:

• Ring size or other measurements.
• Diamond carat weight or total carat weight.
• Metal type and purity.
• Metal colour or finish.
• Chain length and pendant dimensions.
• Personalisation or engraving details.

Your order will be prepared according to the specifications selected and confirmed at checkout.

If you need help understanding a size, carat weight, metal purity, or any other product detail, please contact us before placing your order. We'd much rather help you choose confidently than have you end up with something that doesn't suit your needs.

If an incorrect option is selected at checkout, we generally cannot offer a return or exchange for that reason alone, unless required by applicable law.

7. Keeping Your Jewellery Ready for a Return or Exchange

If your return or exchange is approved, we kindly ask that you send the item back:

• Unworn and in its original condition.
• Without resizing, repairs, or alterations.
• With its original jewellery box, packaging, certificates, reports, tags, and included accessories, where applicable.
• With all components that were supplied as part of the order.

These details help us verify the item and process your request smoothly.

If something is missing: Please let us know what happened. We may need additional information to review the request, and a missing component may affect eligibility for a voluntary return or exchange. This will not limit any remedy required by applicable law.

If jewellery has been worn, altered, or damaged after delivery, we may be unable to approve a return or exchange for that reason, where permitted by law.

8. Certificates and Diamond Verification

We believe that confidence in your purchase matters just as much as the jewellery itself.

Where stated in the product listing or order confirmation, your purchase will include the applicable certification or grading documentation.

If your diamond is represented as GIA-certified, you can verify the relevant report details using the official GIA report verification service:

Verify a GIA Report

Please note that not every jewellery item or diamond necessarily comes with an individual GIA report. The applicable documentation depends on the specific product and the details stated in its listing or order confirmation.

Certificates and reports help verify the characteristics they cover. If you ever feel that your item doesn't match the specifications promised, please contact us so we can review your concern.

9. How to Request a Return or Exchange

We've kept the process as straightforward as possible.

Step 1: Get in touch

Email help@getjwellery.com or message us on the WhatsApp number listed on our website within 7 calendar days of delivery.

Step 2: Share a few details

Please send your order number, a short explanation of the issue, clear photographs, and your unboxing video where available and requested.

Step 3: Let us review your concern

Our team will review the information and may ask a few follow-up questions or request additional evidence if needed.

Step 4: We'll guide you through the next steps

If your request is approved, we'll share the return or exchange instructions, including the applicable shipping arrangements.

Step 5: We'll work towards a resolution

Once we receive the item, we may inspect it to verify the reported issue and check that the jewellery and included components match the claim.

We'll then update you on the outcome and explain the next steps.

To help avoid any confusion, please wait for our instructions before sending jewellery back.

10. Refunds

If a refund is approved, we'll generally issue it to your original payment method unless another arrangement is agreed upon or required by law.

The time it takes for the refund to appear in your account may depend on your payment provider or bank. We'll let you know when the refund has been initiated, where applicable.

The refund amount and treatment of shipping charges will depend on the circumstances of your order and applicable law.

For verified damaged, defective, incorrect, or materially misrepresented items, we'll handle the refund and any associated charges in accordance with applicable law.

If you have any questions about your refund, please feel free to contact us.

11. Return Shipping

Once your return or exchange is approved, we'll guide you through the shipping process.

For approved claims involving damaged, defective, incorrect, or materially misrepresented items, we'll explain the applicable shipping arrangements and costs in accordance with applicable law.

For any other return or exchange that we expressly approve, we'll communicate any applicable shipping costs before the item is sent back.

We recommend keeping your shipping receipt and tracking details until everything has been resolved.

Please wait for our confirmation of the return address and instructions before shipping your jewellery back.

12. Order Cancellations and Personalised Jewellery

If you need to cancel an order, please contact us as soon as possible. We'll do our best to help, although cancellation may not be possible once production, personalisation, or dispatch has begun.

For personalised, engraved, customised, or made-to-order jewellery, we're generally unable to offer voluntary returns or exchanges simply because of a change of mind.

However, if the item is defective, incorrect, materially different from what was promised, or a remedy is required by applicable law, we'll review your concern accordingly.

We kindly ask that you double-check all personalisation details and product selections before confirming your order.

13. Fair Review of Every Request

We want our return and exchange process to be fair to both our customers and our team.

To help us understand each situation, we may verify order details, review delivery evidence, inspect returned jewellery, and request reasonable supporting information.

If something doesn't appear to match the original order or the information provided, we'll review the circumstances before making a decision.

Our aim is to resolve genuine concerns fairly while protecting our customers and preventing misuse of the process. We will not deny a valid claim solely through an unreasonable application of this policy.

14. We're Here to Help

Have a question about your order, diamond specifications, certification, or return eligibility? Please don't hesitate to reach out.

Email: help@getjwellery.com
WhatsApp: Contact us using the number displayed on our website.

We understand that jewellery purchases can involve important decisions, and we're happy to help you with any questions or concerns.

15. Policy Updates

We may update this Return & Exchange Policy from time to time to reflect changes in our services or applicable requirements.

The latest version will always be published on our website with the updated revision date.

This policy explains our standard return and exchange procedures and does not exclude or restrict any consumer rights or remedies that cannot legally be excluded under the laws applicable to your purchase.