About this policy

This policy explains when you may cancel an order, request a return or exchange, receive a refund or Javeri House Credit, and the conditions that apply.

It applies to purchases made directly through the Javeri House website. Purchases made through exhibitions, retail partners, marketplaces, or other sales channels may be subject to different terms.

Certain products are subject to separate valuation, return, exchange, and refund conditions due to market-based pricing. Where applicable, these conditions are described in our Market Pricing Policy.

For information relating to manufacturing defects, repairs, replating, resizing, certificate replacement, and jewellery care, please refer to our Limited Warranty & Repairs Policy.

For information relating to shipping timelines, international deliveries, customs, and return shipping, please refer to our Shipping & Delivery Policy.

Can I cancel my order?

Before dispatch

Orders may be cancelled or modified within 24 hours of being placed, or at any time before dispatch, whichever is later.

Refunds are issued to the original mode of payment.

Where cancellation results in costs that Javeri House has already incurred and cannot reasonably recover, those actual costs may be deducted. These are limited to:

• payment gateway charges; and
• for made-to-order, bespoke, commissioned, or personalised jewellery, work already completed before cancellation.

Before processing any deduction, we will inform you of the amount and the basis for the deduction. Certain internal assessments or commercially sensitive information may not be disclosed.

After dispatch

Once an order has been dispatched, it may no longer be cancelled.

If you no longer wish to keep the jewellery, you may request a return or exchange under the applicable provisions of this policy.

Where a dispatched order is returned following cancellation, any refund will be processed after the jewellery has been received and inspected. Actual shipping, insurance, customs (where applicable), and handling costs incurred may be deducted.

If Javeri House cancels an order

Occasionally we may be unable to fulfil an order.

Examples include:

• the jewellery does not pass final quality inspection;
• inventory becomes unavailable before dispatch;
• pricing or product information contains an error;
• payment cannot be verified; or
• circumstances beyond our reasonable control prevent fulfilment.

Where this occurs, you may choose between:

• a full refund;
• Javeri House Credit; or
• an alternative piece, where available.

Where Javeri House cancels an order, we will notify you using the contact details provided at checkout, including by email or any other communication channel you have opted to receive.

No cancellation charges or payment gateway deductions apply where the cancellation is initiated by Javeri House.

My order isn't right

If your jewellery arrives damaged, incorrect, incomplete, defective, or materially different from what was ordered or described on our website, please contact House Support within 48 hours of delivery.

Where possible, we recommend recording a continuous unboxing video from the sealed outer package, as it helps us assess transit-related claims more efficiently.

Where a claim is approved, Javeri House will, depending on the nature of the issue, offer an appropriate remedy, which may include repair, replacement, exchange, Javeri House Credit, or a refund.

Where applicable, insured return shipping will be arranged and paid for by Javeri House.

Where a refund is approved under this section, any shipping charges originally paid by you will also be refunded.

I've changed my mind

If you decide that your jewellery is not the right piece for you, you may request a return within 7 days of delivery.

To be eligible:

• the jewellery must be unworn, unused, and undamaged;
• it must be returned in its original packaging together with all certificates, warranty cards, invoices, tags, seals, and accessories;
• it must not have been resized, engraved, repaired, or otherwise altered by anyone other than Javeri House; and
• the return must be approved by House Support before it is shipped.

Jewellery received as a gift may also be returned under this policy. Unless otherwise agreed, Javeri House Credit will be issued to the original purchaser.

For change-of-mind returns, return shipping is the responsibility of the customer.

Where the customer arranges return shipping, the jewellery remains the customer's responsibility until it is safely received by Javeri House. We recommend using an insured and trackable courier service.

Where a change-of-mind return is approved, Javeri House Credit will normally be issued within 5–7 working days after the jewellery has been received, inspected, and approved.

Can I exchange it instead?

Eligible jewellery may be exchanged once for another design within the same product category, subject to availability and the conditions set out in this policy.

Subject to availability, exchanges may be requested:

• for another size, where resizing is not appropriate;
• for another finish or colour;
• for another design within the same product category;
• for a higher-value piece within the same product category by paying the difference; or
• for a lower-value piece within the same product category, with the balance issued as Javeri House Credit.

Jewellery marked as Limited Edition will normally be exchanged only with an identical piece, subject to availability.

Jewellery purchased during clearance events or marked as Final Sale is not eligible for exchange unless it arrives damaged, defective, or incorrectly supplied.

How do I request a return?

To request a return, please contact House Support by email or WhatsApp within the applicable return period.

Our team will confirm your eligibility, explain the next steps, and provide return instructions.

Detailed guidance is available through our Help Centre.

When will I receive my replacement?

Replacement or exchanged jewellery is dispatched after the returned jewellery has been received, inspected, and approved.

Standard delivery timelines will apply unless otherwise communicated.

What happens after you receive my return?

Returned jewellery is inspected before a refund, exchange, repair, replacement, or Javeri House Credit is processed.

Inspection normally takes 2–5 working days from the date the jewellery is received.

During inspection we verify:

• eligibility under this policy;
• the condition of the jewellery;
• the completeness of packaging, certificates, and accessories; and
• whether the jewellery has been altered or damaged beyond reasonable inspection.

Where additional clarification is required, House Support will contact you before a decision is made.

What is Javeri House Credit?

Javeri House Credit is store credit issued to your Javeri House customer account for future purchases.

Javeri House Credit:

• is issued for the eligible value determined under this policy;
• remains valid for 36 months from the date of issue;
• may be used towards any purchase, including sale items, unless specifically excluded;
• may be combined with eligible promotions unless otherwise stated; and
• is issued to the original customer account and is not transferable.

Javeri House Credit cannot be redeemed for cash or converted into the original mode of payment.

How will my refund be processed?

Where this policy provides for a monetary refund, it will be issued to the original mode of payment.

Refunds are generally initiated within 5–7 working days after the returned jewellery has been received, inspected, and approved.

The time taken for the refund to appear in your account depends on your bank or payment provider.

What cannot be returned?

The following are not eligible for change-of-mind returns:

• made-to-order, bespoke, commissioned, or personalised jewellery;
• engraved jewellery;
• jewellery resized at your request;
• jewellery already returned or exchanged under this policy;
• purchases made outside the Javeri House website; and
• products governed by the Market Pricing Policy.

Promotional offers and bundles

Where a promotional offer includes a complimentary gift, the qualifying conditions for that promotion must continue to be met after any return.

If returning all or part of an order means the qualifying conditions are no longer satisfied, the complimentary gift must also be returned. Where it is not returned, its value may be deducted from the applicable refund or Javeri House Credit.

Products purchased as part of a bundle must be returned together. Individual items forming part of a bundle cannot be returned separately.

Fair use of this policy

This policy is intended to provide a fair and consistent experience for all customers.

Javeri House reserves the right to decline returns or exchanges where we reasonably believe this policy is being misused, including repeated returns that indicate commercial, fraudulent, or abusive use rather than genuine personal purchases.

Need more help?

If you have any questions about this policy or require assistance with an existing order, please contact House Support.