RETURN ELIGIBILITY

Return Window: You must initiate your return or exchange request within 30 days of receiving your order.

Returns or exchanges are only accepted for the following reasons:

• The item arrived damaged or faulty due to a manufacturing issue
• In unused, original condition
• Complete with all original packaging, including: jewellery box, S-Box crystal, protective foam, accessory fabrics, and any thank-you or gift cards

💡 If your order has not yet been shipped and you would like to cancel or modify it, please refer to our [Order Modifications & Cancellations Policy]. Once the item is shipped, the conditions in this Returns & Exchanges Policy apply.

NON-RETURNABLE ITEMS

Unless faulty, we do not accept returns on:

• Made-to-order or custom pieces
• Final sale items, promotional bundles, or free gifts
• Raw or polished crystals
• Store credit cards

DAMAGED OR FAULTY ITEMS

If your jewellery arrives damaged or defective:

1. Use our chat system and select "Product Issue" ➔ choose "Damage Item"
2. Upload a photo clearly showing the damage, your order number and describe what happened.
3. Once reviewed and approved, we will offer either:
   • A replacement of the same item (if in stock), or
   • A store credit equal to the item's original value

PACKAGING REQUIREMENTS

Returns must include:

• All original packaging: jewellery box, drawstring crystal bag, protective foam, accessory fabric, thank-you or gift cards
• Items in original, and unworn condition
• Secure packaging to avoid damage during transit. Returns that are incomplete or damaged may be partially refunded or rejected.

HOW TO START A RETURN OR EXCHANGE

To initiate a return or exchange, follow these steps:

1. Submit a Request:
   • Use our chat system
   • Select "Return Policy" ➔ choose "Exchange & Return Process"
   • Fill in the required follow-up form
2. Approval & Instructions:
   • If approved, we'll send you the return address via email
3. Return Shipping Costs:
   • S-Brillet covers return shipping for faulty/damaged items
4. Return Method:
   • Use your preferred local postal service
   • Share tracking details once shipped
5. Required Confirmation:
   • Reply to the return approval email with:
     • Clear photo of the tracking label (visible on the package)
     • Photo/scan of postal receipt showing proof of shipment and shipping cost
     • Your IBAN (only if your original payment method fails or is unavailable, for potential reimbursement if applicable)
6. Important Notes:
   • Return must be completed within 7-10 business days after receiving the return address
   • Duties, taxes, and original shipping fees are non-refundable
   • Late or unapproved returns may be rejected

RETURN PROCESSING & FINALISING REFUNDS, EXCHANGES & STORE CREDIT

Once your return package arrives:

• Please allow 5-10 business days (up to 15 in rare cases) for inspection
• Our team will verify contents before proceeding

After Verification:

• Refunds:
  • Shipping Reimbursements: We will refund the amount listed on your postal receipt/invoice
  • Refunds are issued to your original payment method (credit card, PayPal, Apple Pay), or if preferred, to your provided IBAN (bank transfer)
  • Refunds are only available for pre-shipment cancellations or shipping reimbursement cases.
• Product Returns:
  • You'll receive store credit equal to the item's original price (except shipping/duties costs)
  • If your return package arrives incomplete or item(s) is missing, no store credit or refund will be issued for the missing item(s) under any circumstance.
• Exchanges:
  • If available, we'll send a replacement
  • If unavailable, you may select a different item of equal value or request store credit
• VIP Welcome Offer & Credit Gifts:
  • If your original purchase used a one-time VIP offer gift or credit, we will reinstate the same amount back to your account for future orders.

COMMUNICATION & STATUS UPDATES

You'll receive automated updates via email at every step:

• Return approval
• Return shipping confirmation
• Inspection complete
• Refund/store credit or exchange dispatched