Refund policy

We are committed to ensuring your complete satisfaction with every purchase. If for any reason you are not entirely happy with your jewelry, we offer a straightforward 7-day return and exchange policy.

1. Eligibility Window

You may initiate a return or exchange request within 7 calendar days of the date you received your order.
Requests made after the 7-day window will not be accepted.

2. Conditions for Return

To be eligible for a return or exchange, your item must meet the following criteria:

The jewelry must be unused, unworn, unwashed, and undamaged.
It must be in its original packaging (including tags, boxes, and any accompanying materials).
The item must not be a final sale item or a customized/personalized piece.
The original invoice or proof of purchase must be included.

3. Return Process

Initiate Request: Contact our customer service team via email or phone within the 7-day window to inform us of your intention to return or exchange. Please provide your Order Number and the reason for the return.
Authorization: Once your request is authorized, you will receive instructions on how to package and ship your return.
Shipping: You are responsible for the return shipping costs. We strongly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Inspection: Upon receiving the returned item, it will undergo a quality check to ensure it meets the return conditions (Section 2). This process typically takes 3-5 business days.

4. Refunds and Exchanges

Refund: If the returned item passes the quality check, a full refund (excluding original shipping charges) will be processed to your original payment method within 7-10 business days.
Exchange: If you requested an exchange, the new item will be shipped once the returned item passes inspection. If there is a price difference, we will contact you regarding payment or refund.

5. Items Not Eligible for Return

The following items cannot be returned or exchanged:

Custom or personalized jewelry.
Items purchased during a final sale or promotional event explicitly marked as non-returnable.
Jewelry that shows signs of wear, damage, or alteration.

Note: Kalaa Silver reserves the right to deny any return request that does not meet the above conditions.