Refund & Returns Policy
Last Updated: September 16, 2026
At Sky Jeweller, we want you to be satisfied with your purchase. Please read this policy carefully before placing an order.
By placing an order with Sky Jeweller, you acknowledge and agree to the applicable terms of this Refund & Returns Policy.
1. Prepaid Orders Only
Sky Jeweller currently accepts prepaid orders only.
Orders must be paid in full through the payment methods available at checkout.
2. 15-Day Return & Exchange
We offer a 15-day return/exchange window from the date of delivery, subject to the eligibility conditions in this policy.
The return period does not automatically extend because of weekends, holidays, delayed communication, or failure to review this policy.
A return or exchange request must be submitted within the applicable return period.
Submitting a request does not automatically mean that the return or refund has been approved.
The returned product must pass our inspection before a refund or exchange is finalized.
3. Damaged, Wrong, or Missing Items
If your order arrives:
Damaged;
With the wrong product;
With a missing product or component; or
With another issue that was present at the time of delivery,
please contact us within 24 hours of delivery.
Unboxing Video Requirement
For damaged, wrong, or missing-item claims, customers should record a continuous, uninterrupted unboxing video starting before the package is opened and continuing until the contents and product have been fully revealed.
The video should clearly show:
The unopened outer package;
Shipping label/order details;
All sides of the package;
The opening of the package;
The contents of the package;
The jewellery/product and its condition;
Any visible damage, missing item, or incorrect product.
The original video should be retained and provided to Sky Jeweller when requested.
Claims may be rejected where sufficient evidence is not provided, subject to applicable law and our assessment of the circumstances.
Do Not Dispose of the Packaging
Please retain the original packaging, shipping materials, product box, tags, security materials, and other contents until your claim has been resolved.
Sky Jeweller may require these items for verification.
4. Return Eligibility
To qualify for a return or exchange, the product must generally be:
Unworn;
Unused;
Undamaged;
In its original condition;
In the original packaging;
Accompanied by the applicable tags and accessories;
With the security tag intact and unremoved, where applicable; and
Accompanied by the original order information.
Products showing signs of wear, use, alteration, damage, or tampering may not be eligible for return or exchange.
Important
Trying on jewellery does not mean it can be returned after being worn or used.
The product must remain in a condition suitable for resale.
5. Size-Related Returns
Size-related returns or exchanges may be accepted within the applicable 15-day return period, subject to our return eligibility requirements.
The product must be:
Unworn;
Unused;
Undamaged;
In original condition;
With the original packaging; and
With the security tag intact, where applicable.
A product that has been worn, scratched, bent, damaged, altered, resized, or otherwise used may not qualify for a size-related return or exchange.
Any applicable reverse shipping charges for size-related returns/exchanges will be borne by the customer.
6. Change-of-Mind Returns
If you simply change your mind about your purchase, a return may be requested within the applicable 15-day period, provided that the product meets all return eligibility requirements.
Change-of-mind returns are subject to inspection.
The customer is responsible for applicable reverse shipping charges for eligible change-of-mind returns.
7. Products That Cannot Be Returned
The following products are generally not eligible for return or exchange:
Earrings and jewellery intended for pierced body parts;
Customized or personalized products;
Products specifically made or modified according to customer instructions;
Products that have been worn or used;
Products that have been damaged by the customer;
Products with removed, damaged, or tampered security tags;
Products that have been resized, modified, repaired, polished, altered, or otherwise changed by anyone other than Sky Jeweller;
Products returned without required components, accessories, tags, or packaging where those items are necessary for the return; and
Products returned after the applicable return period.
Damaged-on-Delivery Exception
Non-returnable categories may still be considered where the customer reports a genuine damage, wrong-product, or missing-item issue present at delivery, subject to timely reporting, available evidence, and verification by Sky Jeweller.
8. Return Inspection
All returned products are subject to inspection.
A return request being accepted or a return pickup being arranged does not guarantee that a refund will be issued.
During inspection, Sky Jeweller may verify:
Product condition;
Signs of wear or use;
Scratches, dents, bends, or other damage;
Security tags;
Product markings;
SKU or product identifiers;
Original packaging;
Accessories and components;
Order records;
Photographs or videos; and
Other information reasonably necessary to verify the return.
If the returned product does not meet the requirements of this policy, the return or refund may be rejected.
9. Wrong Product Returned
The returned product must be the same product originally supplied by Sky Jeweller.
Sky Jeweller may compare the returned item with our:
Order records;
SKU/product information;
Product photographs;
Product markings;
Packaging;
Security tags; and
Other identifying information.
If a different, substituted, counterfeit, altered, or otherwise mismatched product is returned, the return/refund may be rejected.
Where appropriate, the product may be returned to the customer at the customer’s expense.
10. Refund Processing
For an approved return, the refund will generally be processed after the returned product has been received and successfully inspected.
Approval of a return request or pickup does not mean that the refund has already been approved.
Where a refund is approved:
The refund will generally be issued to the original payment method used for the order.
Payment providers or banks may require additional processing time.
The refunded amount may be subject to the applicable terms of this policy.
Any applicable non-refundable charges or return shipping costs will be communicated where relevant.
Sky Jeweller does not guarantee a specific bank or payment-provider processing time.
11. Refund for Partially Returned Orders
Where an order contains multiple products and only some products are returned, the refund will apply only to the eligible product(s) approved for return.
Any promotional discount, bundle discount, or other offer applied to the original order may affect the final refund amount.
The refund will be calculated based on the applicable pricing and promotional terms of the original order.
12. Exchanges
Where an exchange is approved, the replacement product will be subject to product availability.
If the requested replacement is unavailable, Sky Jeweller may provide another appropriate resolution in accordance with this policy and applicable law.
An exchange does not automatically create a new 15-day return period unless required by applicable law.
13. Reverse Shipping Charges
For eligible change-of-mind, size-related, or other customer-requested returns, applicable reverse shipping charges may be borne by the customer.
Where a return is approved because of a verified manufacturing defect or an error attributable to Sky Jeweller, the applicable shipping arrangement will be communicated by our customer support team.
14. Manufacturing Defects & 3-Month Warranty
Manufacturing defects are covered separately under our 3-Month Warranty Policy.
The warranty period is 3 months from the date of delivery, subject to the conditions and exclusions stated in the Warranty Policy.
A manufacturing defect claim does not automatically qualify for a refund.
Depending on the circumstances, Sky Jeweller may repair or replace the product or provide another appropriate resolution in accordance with the Warranty Policy and applicable law.
Important
The 3-month warranty does not create a 3-month return or refund period.
The normal return period remains 15 days from delivery.
After the return period expires, qualifying manufacturing-defect claims are handled under the Warranty Policy.
15. Normal Wear & Tear
Normal wear and tear is not considered a manufacturing defect.
This may include:
Minor scratches;
Surface marks;
Natural tarnishing or oxidation of silver;
Gradual changes in plating or finish;
Damage caused by regular use; and
Changes caused by exposure to sweat, moisture, cosmetics, perfumes, chemicals, or environmental conditions.
Such issues are generally not eligible for a return or warranty claim unless Sky Jeweller determines that the issue resulted from a manufacturing defect.
16. Customer-Caused Damage
Returns or warranty claims may be rejected where the damage appears to have resulted from:
Accidental impact;
Dropping;
Improper handling;
Excessive force;
Bending or twisting;
Exposure to chemicals;
Water or moisture;
Improper storage;
Unauthorized repair;
Resizing or modification;
Normal wear and tear; or
Any other misuse or negligence.
17. Fraudulent or Abusive Claims
Sky Jeweller reserves the right to investigate suspected fraudulent, misleading, manipulated, or abusive return or refund claims.
This may include:
Providing false or misleading information;
Deliberately damaging a product;
Repeatedly misusing the return process;
Returning a different product;
Returning a product purchased from another seller;
Altering or removing identifying information;
Manipulating photographs or videos;
Making false claims about missing or damaged products; or
Attempting to obtain multiple refunds, replacements, or other benefits for the same order.
Where there is reasonable evidence of abuse or fraud, Sky Jeweller may reject the applicable claim and take other appropriate steps permitted by law.
18. Products Sent Without Authorization
Customers should not send products back to Sky Jeweller without first receiving return instructions or authorization from our customer support team.
Products sent without authorization may not be processed as a valid return.
Sky Jeweller is not responsible for products sent through an unauthorized return method or to an incorrect address.
19. Return Shipment Responsibility
Customers are responsible for securely packaging products being returned.
The product should be packed in a manner that reasonably protects it from damage during transportation.
If a product is damaged during a customer-arranged return shipment due to inadequate packaging, the return may be affected and the customer may be responsible for the resulting loss.
Where Sky Jeweller arranges the return shipment, the customer must follow the packaging and handover instructions provided by us.
20. Return Period Expiry
Requests submitted after the applicable return period may not be accepted.
The return period is calculated from the date of delivery recorded by the applicable delivery/shipping service.
If the customer experiences an issue while attempting to submit a request within the applicable period, they should contact Sky Jeweller promptly and provide relevant evidence.
21. Order Records and Verification
Sky Jeweller may use order records, payment records, shipping information, product identifiers, photographs, videos, communication records, and other relevant information to verify return, refund, exchange, and warranty claims.
Such information may be retained where reasonably necessary for legitimate business purposes, fraud prevention, accounting, legal compliance, customer service, and dispute resolution.
22. No Double Recovery
A customer is not entitled to receive multiple refunds, replacements, exchanges, or other compensation for the same issue or order unless expressly approved by Sky Jeweller or required by applicable law.
Where a replacement or other resolution has already been provided for an issue, any further claim relating to the same issue may be subject to additional verification.
23. Policy Changes
Sky Jeweller may update this Refund & Returns Policy from time to time.
Changes will be published on this page together with an updated “Last Updated” date.
The policy applicable to an order will generally be the policy in effect when the order was placed, subject to applicable law.
24. Applicable Law
This policy is intended to operate in accordance with applicable laws and regulations.
Nothing in this policy is intended to remove, restrict, or override any consumer right or legal protection that cannot lawfully be excluded or restricted.
25. Contact Us
For return, refund, exchange, or warranty-related questions, please contact Sky Jeweller through our official customer support channels.
Please keep your order number available when contacting us so that we can verify your purchase and assist you.
Sky Jeweller
We recommend customers read this policy before placing an order.