Refund and Returns Policy

 

Overview

Our refund and returns policy is applicable for a limited period. If the specified return window has passed since your purchase, we may not be able to offer a full refund or exchange.

To be eligible for a return, the jewellery item must be unused, unworn, and in the same condition as received. It must also be returned in its original packaging, including tags and accessories.

Certain types of items are exempt from being returned. Jewellery items that are worn, altered, or damaged after delivery are not eligible. For hygiene and safety reasons, some categories of jewellery cannot be accepted for return once opened.

Additional non-returnable items include:

• Earrings once opened or worn

• Customized or made-to-order jewellery

• Items purchased during special clearance or sale offers

To complete your return request, we require a valid order ID or proof of purchase.

Please do not send your purchase back without contacting our support team for return instructions.

There are certain situations where only partial refunds may be granted:

• Jewellery showing clear signs of use or wear

• Items returned without original packaging or accessories

• Products damaged due to reasons not related to our error

• Any item returned after the approved return period

Refunds

Once your returned jewellery item is received and inspected, we will notify you via email regarding the status of your return. You will be informed whether your refund request has been approved or declined after verification.

If approved, your refund will be processed and credited back to your original method of payment within a few working days, depending on your bank or payment provider.

Late or missing refunds

If you have not received your refund yet, please first check your bank account again.

Next, contact your card provider or payment service, as processing times may vary before the refund is officially reflected.

Then, reach out to your bank, as there is often some processing time involved before funds are credited.

If you have completed all these steps and still have not received your refund, please contact us at info@kiyanacollections.com.

Sale items

Only products purchased at regular price are eligible for refunds.
Items bought during sales, discounts, or special promotions are non-refundable.

Exchanges

We only replace items if they are defective or damaged at the time of delivery.
If you need to exchange an item for the same product, please email us at info@kiyanacollections.com with your order details and clear images of the issue.

Gifts

If the jewellery item was marked as a gift at the time of purchase and shipped directly to you, you may be eligible for a store credit equal to the value of the returned item once it is received and inspected.

If the item was not marked as a gift, or the order was shipped to the purchaser before gifting, any approved refund will be processed back to the original buyer, and they will be notified of the return.

Shipping returns

To return your jewellery item, please contact us first for return instructions and the correct return address.

Customers are responsible for return shipping costs. Shipping charges are non-refundable, and if a refund is approved, return shipping costs may be deducted from the refund amount.

Delivery times for exchanged or replacement items may vary depending on your location and shipping provider.

For higher-value jewellery items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of returned items without tracking.

Need help?

For any questions related to refunds, returns, or exchanges, please contact us at
info@kiyanacollections.com. We’re always happy to assist.