1 10-Working-Day Policy

Eligible return, replacement and exchange requests must be raised within 10 working days from the date of delivery.

This policy applies exclusively to qualifying issues and does not provide a general return option for change of mind.

2 When Can You Request a Return or Replacement?

A return or replacement may be available where the jewellery received has a qualifying issue attributable to Myshwel, including:

• A manufacturing defect;
• Metal-related manufacturing issues, including qualifying porosity or quality issues;
• The jewellery materially differs from the approved design;
• An incorrect diamond or gemstone was supplied;
• The jewellery supplied is materially different from the ordered specifications;
• Damage that can reasonably be established as having been present at the time of delivery; or
• Another material error attributable to Myshwel.

For custom jewellery, the final approved design and specifications will be used as the reference when evaluating whether the delivered jewellery matches the customer's order.

4 Change of Mind

Myshwel does not offer returns, refunds or replacements solely because a customer has changed their mind or no longer wishes to keep the jewellery. This is particularly applicable to custom-made or personalized jewellery created specifically for the customer.

5 Customer-Caused Damage

The following issues do not qualify for a return or free replacement:

• Scratches caused after delivery;
• Accidental damage or improper handling;
• Misuse or damage caused by exposure to chemicals;
• Unauthorized repairs, alterations, or third-party interventions; or
• Other damage occurring after delivery and attributable to the customer.

6 Wrong Ring Size

If you receive a ring in an incorrect size, you may request a replacement or resizing within the applicable 10-working-day period.

• Resizing labour is free.
• Shipping costs are generally borne by the customer. However, if the incorrect ring size resulted from an error made by Myshwel, Myshwel will bear all applicable shipping costs.
• Some designs may have technical limitations regarding resizing. In such cases, Myshwel will communicate the best available solution.

7 Refunds

Where an issue is verified as being entirely attributable to Myshwel, the customer may receive a 100% refund of the amount paid for the affected product, subject to verification and applicable law.

Refunds will generally be processed back to the original payment method. The timeline for the refund to reflect depends on your payment provider or bank.

8 Replacement

Where an eligible replacement is approved:

• Myshwel will arrange the replacement in accordance with the approved design/specifications;
• Myshwel will bear applicable shipping costs where the issue is attributable to Myshwel;
• Where the issue is attributable to the customer, applicable shipping costs will be borne by the customer.

Replacement may be subject to product availability, manufacturing feasibility, and other applicable conditions.

9 Exchange

Eligible jewellery may be exchanged within the applicable 10-working-day period under the following terms:

• The exchange value of the original jewellery will be calculated based on the prevailing market value of the gold component and the applicable valuation of the diamond component.
• A 15% deduction will apply to the applicable diamond value for exchange purposes.
• The customer will additionally be responsible for applicable new labour/manufacturing charges, difference in material value, shipping charges, and applicable taxes or statutory charges.

The final exchange value will be determined after physical inspection and valuation by Myshwel.

10 Custom Jewellery

Custom jewellery is created specifically according to the customer's approved design. Accordingly:

• Change-of-mind returns are not accepted.
• Returns or replacements may be considered where the finished jewellery materially differs from the approved design or contains a qualifying manufacturing issue.
• Any cancellation or design change during manufacturing will be handled according to the Custom Design and Cancellation provisions in our Terms & Conditions.

11 Conditions & Required Documentation

The jewellery must be returned in the condition required by Myshwel for inspection. Where applicable, customers may be required to provide:

• Original invoice and product packaging;
• Certificates, tags, and original documentation;
• Original jewellery (unmodified, unrepaired, and unaltered by third parties); and
• Photographs/videos demonstrating the reported issue.

12 Inspection & Shipping Responsibility

All returned jewellery will undergo inspection by Myshwel using technical and manufacturing expertise to determine the root cause of an issue. The final resolution will be determined after reasonable verification.

Shipping Responsibility: Myshwel will bear applicable shipping costs for approved returns/replacements where the issue is attributable to Myshwel. The customer will bear shipping costs if the issue is attributable to customer preferences or requests.