Refund policy
At Adorn Jewels, every piece is carefully inspected and securely packed before dispatch. As our jewellery is handled with care and packed specifically for each order, we do not accept returns, exchanges, or refunds for orders once they have been placed and delivered, except in cases where the item received is damaged, defective, incorrect, or missing.
1. Damaged, Defective, Incorrect or Missing Items
If you receive an item that is damaged, defective, incorrect, or missing from your order, please contact us within 24 hours of delivery.
To help us verify and resolve the issue, please provide:
- Order number
- Clear photos of the product and its packaging
- An uncut and continuous unboxing video, starting from the sealed package and showing the package being opened and the product(s) inside
Claims submitted without an uncut and continuous unboxing video may not be considered.
2. Unboxing Video Requirement
We strongly recommend recording a continuous video while opening your package.
The video should clearly show:
- The sealed package before opening
- All sides of the package
- The package being opened
- The product(s) and packaging immediately after opening
This video helps us verify issues such as damage, missing items, or incorrect products and allows us to assist you more efficiently.
3. Review & Resolution
Once we receive the required information, our team will carefully review your claim.
If the issue is verified, we may offer:
- A replacement, subject to product availability; or
- A refund, depending on the nature of the issue.
For approved refunds involving a returned item, the refund will be processed after the item has been received and inspected by our team.
Original shipping charges, where applicable, are non-refundable.
4. Important
- Claims for damage, defects, incorrect items, or missing items must be reported within 24 hours of delivery.
- Claims reported after 24 hours of delivery will not be accepted.
- Items cannot be returned or exchanged simply due to a change of mind, personal preference, or sizing preference, unless otherwise approved by Adorn Jewels.
- Products must not be used, altered, or damaged after delivery for a claim to be considered.
5. Contact Us
For any concerns regarding your order, please contact our support team at:
Email: adornjewels8@gmail.com
Please include your order number, along with the required photos and unboxing video, within 24 hours of delivery.
Our team will review the information and assist you with any verified issue as quickly as possible.