Refund & Exchange

At Immortal Jewels, we strive to ensure your complete satisfaction with every purchase you make. We understand that sometimes a product may not meet your expectations or preferences, and we are committed to providing a hassle-free returns process.

Returns Eligibility:

• We accept returns for all jewelry items purchased from our website within 30 days from the date of purchase.
• The item must be in its original, unused condition, with all tags and packaging intact. It should not show any signs of wear, damage, alteration, or resizing.
• Customised or personalised jewellery, including engraved items, cannot be returned unless they are found to be defective or not as described.

Initiating a Return: To initiate a return, please follow these steps:

1. Contact our customer support team via email at immortaljewels@outlook.com or via our live chat within the 30-day return window.
2. Provide your order number, the product you wish to return, and the reason for the return.
3. Our customer support team will guide you through the return process and provide you with a return authorization code.

Return Shipping:

• Customers are responsible for the return shipping costs unless the item is defective, damaged, or not as described.
• We recommend using a trackable and insured shipping method to ensure safe and timely delivery.
• Please ensure that the item is securely packaged to avoid any damage during transit.

Inspection and Refunds:

• Once we receive the returned item, our team will inspect it to ensure it meets the eligibility criteria mentioned above.
• If the item is found to be in its original condition, a refund will be issued to your original payment method and can be expected to arrive in your bank within 5-7 business days.
• Please note that any shipping charges incurred during the initial purchase are non-refundable.

Exchanges:

• If you wish to exchange your purchase for a different item, please contact our team before simply following the returns process. We would be happy to help you.

Defective or Damaged Items:

• In the rare event that you receive a defective or damaged item, please contact our customer support team immediately.
• We will arrange for a replacement or issue a full refund, including any applicable shipping charges.

Your satisfaction is of the utmost importance to us, and we are committed to resolving any issues promptly and fairly. If you have any further questions or need assistance with your return, please do not hesitate to contact our customer support team.

Please note that this Returns Policy is in compliance with the UK Consumer Rights Act 2015 and other relevant consumer protection regulations.