Refund policy

🔄 Returns & Refunds Policy

At Sarathena Jewellery, we want you to love your purchase. If you have any issues, please review our returns and refunds policy below.

Eligibility for Returns

  • You may request a return within 14 days of receiving your order.
  • Items must be unused, unworn, and in their original packaging.
  • Customers are responsible for the return postage (unless the item is faulty)
  • Custom/personalised jewellery cannot be returned or exchanged, unless faulty.
  • If an item is returned showing signs of wear, scratches, damage, or handling beyond what would reasonably be allowed in a retail shop, we reserve the right to make a deduction from your refund to reflect the reduced resale value. The amount of the deduction will be assessed on a case-by-case basis, in line with UK Consumer Contracts Regulations.

Non-Returnable Items

We cannot accept returns on:

  • Custom or made-to-order items
  • Gift cards or digital products
  • Clearance items (if stated as non-returnable at purchase)

Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us at contact@sarathenajewellery.com within 48 hours of delivery with photographs. We will arrange a replacement, refund, or free return (including shipping costs).

Refunds

  • Once we receive and inspect your returned item, we will notify you of approval or rejection of the refund.
  • If approved, refunds will be processed to your original payment method within 5–10 business days, depending on your payment provider.
  • Shipping costs are non-refundable unless the item was faulty or damaged upon arrival.

Exchanges

As each piece is unique, we do not offer direct exchanges. If you would like a different item, please place a new order after your return is processed. Please follow the section "Eligibility for Returns".

Return Shipping

  • Customers are responsible for paying return shipping costs (unless the item is faulty/damaged).
  • We recommend using a tracked service, as we cannot guarantee that we will receive your returned item.
  • We cannot be held responsible for lost return parcels. If your return is lost in transit, please contact your chosen courier to initiate a claim directly with them, as we are unable to assist with courier investigations.

Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank or card account again.
  2. Contact your payment provider, as processing times may vary.
  3. If you still have not received your refund, please contact us at contact@sarathenajewellery.com