Hassle Free Exchange

Last updated: 2 May 2025

Because our designer artificial jewellery is produced in exclusive, limited-run batches, we do not offer “change-of-mind” returns. Instead, we give customers a simple path to an exchange, repair, or (in exceptional circumstances) a refund under the conditions below.

1 · What Qualifies for Exchange or Repair?

Scenario	Time Limit	Cost to You	Proof Needed
Sizing issue (e.g., ring too tight/loose)	Request within 7 calendar days of delivery	You pay to send the item back; we ship the corrected size free	Order number
Manufacturing defect discovered after unboxing	Report within 48 hours of delivery	We cover both return & replacement shipping	Order number + clear photos
Transit damage (visible damage to parcel or jewellery)	Report within 48 hours of delivery	We cover both return & replacement shipping	Photos of packaging + item

Items must be unused, unworn, unaltered, and returned with original tags, tamper seals, and packaging intact.

2 · How to Report a Defect or Damage (48-Hour Window)

1. Email contact@themodajewels.com with:
   • your order number • description of the problem • clear photos of the damage/defect.
2. Our support team will respond within 2 business days. If your claim appears valid, you’ll receive a Return Authorisation (RA) number and shipping instructions.
3. Return the item using a trackable service (we reimburse eligible defect/damage returns).
4. Inspection & Resolution
• After we receive and inspect the item—or verify the defect from the photos—we will email you our decision.
• If approved, we will dispatch a replacement or perform a free repair at no extra cost.
• If the exact piece is unavailable, we will offer an exchange of equal value or an e-gift card.

3 · Refunds (Exceptional Circumstances Only)

• Made-to-Order items are normally non-returnable. In rare, justified cases, management may approve a refund at its sole discretion.
• Approved refunds may incur a restocking fee of up to 30 %.
• Refunds are issued only to the original payment method.
• Items purchased with discounts, pre-booking offers, or promotional vouchers may carry specific refund conditions explained at checkout.

4 · Exclusions & Special Cases

• Earrings/ear-studs, personalised or engraved items, and final-sale/clearance pieces are not eligible for exchange or return unless defective on arrival.
• Shipping fees are non-refundable unless the error is ours (wrong item shipped, confirmed defect, or transit damage caused by our carrier choice).
• Items returned without an RA number, or outside the stated time frames, will be sent back at the customer’s expense.
• We are not liable for returns lost or damaged in transit; please insure your parcel.

5 · Need Assistance?

Questions about sizing, defects, or this policy? Our customer-care team is available Mon–Sat, 10 a.m.–6 p.m. (PKT) at contact@themodajewels.com or via live chat on our website. We’ll make sure your exchange is quick, fair, and hassle-free.

Moda Jewels reserves the right to update this policy without prior notice. Any changes apply to purchases made after the revision date above.