At S&M Jewels Collection, we carefully select and package our jewellery to provide our customers with a satisfying shopping experience.
We offer conditional returns and exchanges only for damaged, defective, or incorrect products, subject to verification and applicable consumer protection laws.
Eligibility for Returns & Exchanges
Customers may request a return or exchange if:
- The product arrives damaged or broken.
- The product has a manufacturing defect.
- The customer receives a different product from the one ordered.
- An essential item or component is missing from the order.
Reporting a Problem
We request that customers contact us within 48 hours of receiving their order if an item arrives damaged, defective, or incorrect.
Please provide:
- Your order number.
- Clear photographs of the product showing the issue.
- A short description of the problem.
- An unboxing video, if available.
An unboxing video is helpful but is not mandatory for submitting a complaint.
Requests will be assessed fairly. The 48-hour reporting period does not remove any rights or remedies available under applicable law.
Conditions for Approval
To help us verify the issue:
- The product should not have been damaged through customer misuse.
- The original packaging and accessories should be retained where reasonably possible.
- Customers must provide sufficient information for our team to review the complaint.
- The item may need to be inspected before a return, exchange, or refund is approved.
Non-Eligible Returns & Exchanges
We do not offer discretionary returns or exchanges for:
- Change of mind or personal preference.
- Incorrect size or design selected by the customer.
- Damage caused by improper use, storage, or handling.
- Wear and tear after delivery.
- Colour changes caused by exposure to water, perfume, sweat, lotions, or chemicals.
- Minor photographic or screen-related colour differences that do not amount to product misrepresentation.
These exclusions do not affect customers’ statutory rights if a product is defective, incorrect, or materially misdescribed.
Exchange Procedure
Once a complaint has been reviewed and approved, our team will arrange an appropriate replacement, subject to availability.
If the same product is unavailable, we will discuss a suitable alternative or refund, as appropriate.
Return Shipping Charges
For verified damaged, defective, or incorrect products, S&M Jewels Collection will cover reasonable return and replacement delivery charges.
Customers will receive return shipping instructions from our support team.
Refunds
Where a replacement is unavailable or a refund is otherwise appropriate, an approved refund will be processed through an agreed bank transfer or supported digital wallet.
The refund method and processing timeframe will be confirmed by our customer support team.
Contact Us
For assistance with returns or exchanges, please contact:
S&M Jewels Collection
- WhatsApp: 03335374447
- Email:
smjewelscollection@gmail.com
Our team will review your complaint and guide you through the process.
