Jewels By Sarah – Return & Exchange Policy

Thank you for shopping with Jewels By Sarah. Every piece is packed with care, and we want you to love what you receive. If something isn't right, this policy explains how we will make it right.

1. Unboxing Video Is Required

To protect both our customers and our brand, an unboxing video is mandatory for every return or exchange claim.

Please record a video while opening your parcel. For the video to be accepted:

• Start recording before you open the parcel, with the sealed package and the shipping label visible.
• Keep the video continuous and unedited from the sealed package to the product being fully removed and shown from all sides.
• Show clearly any damage, breakage, or missing item as you discover it.
• Make sure the video is clear, well-lit and in focus.

Claims submitted without a valid unboxing video cannot be accepted.

2. 30-Day Return & Exchange Window

You may request a return or exchange within 30 days of the delivery date if:

• The product arrived broken or damaged.
• The product has a manufacturing defect.
• Any item is missing from your order or from a set (for example, one earring, a pendant, a chain, or a piece from a combo or set).
• You received the wrong item or a design different from what you ordered.

We recommend opening your parcel and reporting any issue as soon as possible after delivery.

3. How to Request a Return or Exchange

1. Contact us within 30 days of delivery via [WhatsApp / Instagram / Email – add your details].
2. Share your order number, your name, and a short description of the issue.
3. Send the unboxing video and clear photos of the problem.
4. Our team will review your claim within [2–3] working days and confirm whether it is approved.
5. Once approved, we will guide you through sending the item back (if required) and arrange your exchange or refund.

4. Exchange or Refund

• Exchange: We will send a replacement of the same product, subject to availability. If it is out of stock, you may choose another item of equal value or a refund.
• Refund: Approved refunds are issued to your original payment method, or by another method agreed with you, within [5–7] working days of receiving and inspecting the returned item.
• For damaged, defective, missing or wrong items, Jewels By Sarah covers the return shipping cost.

5. Condition of Returned Items

Returned products must be:

• In their original condition, unworn and unused (except for the defect being reported).
• Returned in the original packaging, with any tags, boxes, pouches and accessories included.

6. What We Cannot Accept

Returns or exchanges may be declined if:

• No unboxing video is provided, or the video is edited, incomplete or unclear.
• The claim is made after the 30-day window.
• The item shows signs of wear, misuse, alteration, or damage after delivery.
• The item has been exposed to perfume, chemicals, water or rough handling.
• Natural variations in colour, finish or stone appearance, or slight differences between screen and actual colour, which are not defects.
• Customised or made-to-order pieces, unless they arrive damaged or incorrect.

7. Care Notes

To keep your jewellery looking its best, please keep it dry, store it in its pouch or box.

8. Contact Us

If you have any questions about this policy, we are happy to help.

Jewels By Sarah

• WhatsApp: 0371-1716997
• Email: jewelsbysarah1@gmail.com
• Instagram: jewels.by_sarah

By placing an order with Jewels By Sarah, you agree to this Return & Exchange Policy.