Refund policy

Last updated: September 13, 2026

Thank you for shopping with Sarvaya Jewellery. We carefully inspect and securely package each jewellery item before it leaves our studio.

Because jewellery may come into direct contact with the skin, certain items are subject to hygiene restrictions. Please read this policy carefully before placing an order.

1. Your statutory rights

Nothing in this policy affects or limits your statutory rights as a consumer under applicable law.

If an item is faulty, damaged, not as described, or does not conform to the contract, you may have legal rights to a repair, replacement, refund or other remedy depending on the circumstances.

Where applicable, these rights apply regardless of whether an item is marked as non-returnable under this policy.

2. Change-of-mind returns

For eligible items purchased online, you may have a statutory right to cancel your order within the applicable cancellation period.

However, certain sealed jewellery products may be excluded from cancellation once their protective or hygiene seal has been opened, where the goods are unsuitable for return for health or hygiene reasons.

Where a product is supplied sealed for hygiene reasons, please do not open the hygiene packaging if you intend to exercise a cancellation right.

Once the hygiene seal or protective packaging has been opened, we may be unable to accept the item back where the applicable legal hygiene exception applies.

3. Jewellery hygiene

For hygiene and customer-safety reasons, we do not accept the return of jewellery that has been worn, used or otherwise handled in a manner that makes it unsuitable for resale, except where the law requires us to accept the return.

This includes, where applicable:

• Earrings and other jewellery intended for pierced areas;

• Jewellery supplied in sealed or hygienic packaging where that packaging has been opened;

• Items that have been worn;

• Items showing signs of use, makeup, perfume, body oils, damage or other contamination;

• Items returned without their original protective packaging where this affects their condition or hygiene.

Please inspect your jewellery carefully without wearing it if you believe you may need to return it.

4. Faulty or damaged items

If your jewellery arrives damaged or you believe it is faulty, please contact us as soon as possible at customersupport@sarvayajewellery.com.

Please include:

• Your order number;

• Your name;

• A description of the issue; and

• Clear photographs showing the item and any damage or defect.

Please do not dispose of or alter the item before we have had an opportunity to assess the issue.

If the item is confirmed to be faulty or damaged before use, we will work with you to provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a replacement, repair or refund.

Damage caused by misuse, accidental damage, improper storage, failure to follow care instructions, normal wear and tear, exposure to chemicals, perfume, lotions, water or other substances is not considered a manufacturing defect unless applicable law provides otherwise.

5. Incorrect item received

If you receive an item that is different from the item you ordered, please contact us within 2 days of delivery.

We will arrange an appropriate solution, which may include providing the correct item or issuing a refund where appropriate.

Please do not wear or alter the incorrect item.

6. Personalised and custom-made jewellery

Personalised, bespoke or custom-made items are made specifically for you and may not be eligible for cancellation or return where the applicable law provides an exception for goods made to your specifications or clearly personalised.

This does not affect your statutory rights if the personalised or custom-made item is faulty, damaged or not as described.

7. Sale and promotional items

Sale items and items purchased using a discount code remain subject to the same statutory consumer rights as full-price items.

Any additional return restrictions will only apply where permitted by law and will be clearly stated at the time of purchase.

8. Refunds

Where you are entitled to a refund, refunds will normally be issued to the original payment method.

Once a refund has been approved, please allow 10 business days for the funds to appear in your account, depending on your payment provider.

Where a statutory cancellation applies, refunds will be processed within the legally required timeframe.

9. Return postage

Where a return is required because you have changed your mind and the item is legally eligible for return, the cost of returning the item will be paid by the customer, unless applicable law requires otherwise.

Where an item is faulty, damaged or incorrectly supplied, we will provide appropriate assistance with return arrangements in accordance with your statutory rights.

10. Unauthorised returns

Please contact us before sending anything back.

Returns sent without prior contact may be delayed or may not be processed until we can identify the order and reason for the return.

11. Refunds for refused or undeliverable parcels

If an order is returned to us because the customer provided an incorrect or incomplete delivery address, failed to collect the parcel, or otherwise caused the delivery to fail, we may deduct reasonable costs actually incurred by us where permitted by law.

If you would like the order to be sent again, additional postage may apply.

12. Contact us

For questions regarding returns, refunds or faulty items, please contact:

Sarvaya Jewellery
Email: customersupport@sarvayajewellery.com

We reserve the right to update this policy from time to time. The policy applicable to your order will generally be the version in effect at the time your order was placed, subject to applicable law.