At AG925 Jewellery, we are committed to providing high-quality products and ensuring customer satisfaction. Please review our returns and refunds policy to understand your rights and obligations.

Notification of Returns

  • Timeframe: You must notify us within 2 business days (48 hours) of receiving your order if you wish to return an item.
  • Contact Methods: Email us at support@ag925jewellery.com or send us a message on Instagram.
  • Photographic Evidence: Before we arrange for the return of a damaged or incorrect product, you are required to send us a photograph of the product. Our Quality Control (QC) team will then decide whether the product is approved for return.

Return Eligibility

  • Damaged or Defective Items: Products can be returned within 14 days from the date of receipt if they are found to be damaged or defective.
  • Non-Eligible Items: No returns or exchanges are allowed for items that are not damaged or defective.

Return Process

  1. Authorization: Once we receive your email, our QC team will review the case and, if approved, initiate the return process.
  2. Packaging: Ensure the item is returned in its original packaging.
  3. Shipping: The cost of shipping for returns is borne by the customer.

Refunds

  • Conditions: Refunds are processed only after we receive the returned item in its original packaging.
  • Refund Amount: The full cost of the returned item will be refunded, excluding courier charges.
  • Method: Refunds will be processed to your original payment method via our payment gateway.
  • Situations for Refunds:
    • Genuine quality issues.
    • Packages lost in transit.
    • Incorrect item shipped by AG925 Jewellery.

Non-Refundable Situations

  • Incorrect or outdated delivery address.
  • After 3 failed delivery attempts by our courier agent.
  • Package refused by the recipient.
  • Sizing issues (please review our size guides carefully before purchase).
  • Products returned in a used or damaged condition.
  • Minor color and design variations (due to the handmade nature of our products and the use of natural stones).
  • Non-faulty or non-damaged jewellery.
  • Failure to notify us within 2 days of receipt.
  • Cancellation of custom-made or made-to-order items after 3 days from the date of order (25% of the product cost will be deducted and the balance refunded).

Contact Information

For any questions or concerns regarding our returns and refunds policy, please contact our customer support team at support@ag925jewellery.com.

Thank you for choosing AG925 Jewellery. We appreciate your trust in our craftsmanship and are committed to ensuring your satisfaction with every purchase.