Return, Refund & Exchange Policy
At Whitestone Silver Jewellery, we want you to be happy with your purchase. Every piece of jewellery is carefully inspected and packed before dispatch. Please read the following Return, Refund and Exchange Policy before placing an order.
1. Return/Exchange Period
Customers may request a return or exchange within 7 days of receiving the order, subject to the conditions mentioned below. The return/exchange request must be raised within 7 days from the date of delivery. Requests raised after this period may not be accepted.
2. Conditions for Return or Exchange
To be eligible for a return or exchange, the jewellery must:
- Be unused and unworn
- Be in its original condition
- Not have any scratches, damage, dents or signs of wear
- Be returned with the original tags and packaging
- Include all tags, certificates, invoices and other items supplied with the order
- Not have been altered, resized, engraved, repaired or customized
- It is mandatory to provide an opening video of the package for any exchange claims.
The product may be inspected by Whitestone before a return, replacement or refund is approved.
3. Products Eligible for Return/Exchange
- Wrong product received
- Product received in a damaged condition
- Manufacturing defect
- Product significantly different from the description or order
- Missing item from the shipment
Customers should contact us as soon as possible after receiving the order in such cases.
4. How to Request a Return or Exchange
To request a return or exchange, contact us at:
Email: [Your Business Email]
WhatsApp/Phone: [Your Contact Number]
Please provide:
- Order number
- Name used for the order
- Product name
- Reason for return/exchange
- Photographs/Video of the product
- Photographs of the packaging, where applicable
- Unboxing video, if available
Our team will review the request and provide further instructions.
5. Return Shipping Charges
Defective / Wrong / Damaged Product
Where the issue is verified to be attributable to Whitestone, the applicable return shipping cost may be borne by Whitestone.
6. Exchange
Where an exchange is approved, the replacement product will be shipped subject to availability. If the requested replacement product is unavailable, Whitestone may offer an alternative product or refund, as applicable. Any price difference between the original and replacement product may need to be paid or refunded accordingly.
7. Size-Related Issues
Customers are requested to carefully check the size guide provided on the Website before placing an order. Where a product has been ordered in the wrong size due to customer selection, an exchange may be offered subject to product eligibility and availability. Customized or resized jewellery may not be eligible for return or exchange.
8. Refund for Cancellation
Orders may be cancelled before dispatch by contacting Whitestone customer support. Once an order has been dispatched, cancellation may not be possible and the customer may need to follow the applicable return process. If an order is cancelled successfully before dispatch, the eligible refund will be processed through the original payment method or another appropriate payment method.