Return and Refund Policy

At Sapphire Pearls, customer satisfaction is our priority. We strive to provide premium-quality jewellery and a smooth shopping experience. Please read our Return and Refund Policy carefully before placing an order.

1. Return Eligibility

Returns may be accepted only under the following conditions:

• The product received is damaged
• The wrong item was delivered
• The product has a manufacturing defect

To be eligible for a return:

• The request must be raised within 48 hours of delivery
• The product must be unused and in original condition
• Original packaging, tags, and accessories must be intact

2. Non-Returnable Items

For hygiene and safety reasons, the following items may not be eligible for return or exchange unless damaged or defective:

• Earrings
• Customized jewellery
• Used or damaged products
• Products without original packaging
• Sale or discounted items (unless damaged)

3. Return Process

To request a return, customers should contact us with:

• Order number
• Product images/videos
• Description of the issue

Our team will review the request and provide further instructions if the return is approved.

4. Refund Policy

Once the returned product is received and inspected:

• Approved refunds will be processed to the original payment method
• Refund processing may take 5–10 business days depending on the payment provider or bank

If the refund is delayed, customers are advised to contact their bank or payment provider first.

5. Exchange Policy

Eligible products may be exchanged based on:

• Product availability
• Approval after quality inspection

Exchange requests must follow the same conditions as return requests.

6. Damaged or Incorrect Products

If you receive:

• A damaged item
• A defective product
• An incorrect order

please contact us within 48 hours of delivery with clear photos/videos for quick assistance.

7. Cancellation Policy

Orders may be cancelled only before they are shipped.

Once the order is dispatched, cancellation requests may not be accepted.

8. Shipping Charges for Returns

• If the return is due to our error (damaged or wrong item), return shipping charges may be covered by Sapphire Pearls.
• For other approved returns, customers may be responsible for return shipping costs.

9. Refund Exceptions

Refunds may not be issued in the following situations:

• Incorrect shipping address provided by the customer
• Delivery failure due to customer unavailability
• Minor color or design variations caused by photography or screen settings

10. Contact Us

For return, refund, or exchange assistance, customers can contact us through our Contact Us page.