At Prystine Jewels, we take immense pride in the craftsmanship of our pieces. To ensure your complete satisfaction, our dedicated Quality Control (QC) team performs rigorous inspections on every item before it is dispatched. Because of our commitment to quality and the bespoke nature of our products, we maintain a structured policy regarding returns and exchanges.
General Policy
No Refunds: We do not offer monetary refunds or store credit under any circumstances.
Final Sale: All orders are final. We do not accept cancellations once an order has been placed.
Natural Variations: Please note that our jewelry features natural, handcrafted stones. These vary in size, shape, and color. Since no two pieces are identical, variations in stone characteristics are not considered defects and do not qualify for exchange.
Eligibility for Returns & Exchanges
Returns and exchanges are exclusively permitted in the following rare scenarios:
• The product was damaged during transit.
• The incorrect item was delivered.
Prystine Jewels is not responsible for any damage or breakage that occurs after the jewelry has been delivered. However, if a piece is repairable, you may send it to us for assistance (courier charges to be borne by the customer) after we have confirmed the feasibility of the repair.
How to Initiate a Request
To report a damaged or incorrect item, you must contact us at prystinejewels@gmail.com within 24 hours of delivery. Your email must include:
• Your Order ID.
• A continuous, unedited unboxing video.
Requirement: The video must show the opening of the outer mailing package and clearly transition to the defect or the incorrect item. Failure to provide this specific video proof will result in the denial of your request.
The Return Process
Once your request is submitted, our QC team will evaluate the evidence. If approved, the following steps apply:
Shipping: You must ship the item back to our specified address within 48 hours of approval.
Condition: Items must be returned in their original, unworn condition and in the original packaging.
Inspection: Upon receiving the return, our QC team will conduct a final inspection.
Resolution: We will issue a replacement for the returned item. If the specific product is out of stock, you may select an alternative item of equal value from our collection.
Exclusions
The following instances do not qualify for an exchange:
• Items lost in shipment during return transit.
• Packages refused by the recipient.
• Products returned in used or damaged condition.
• Size Issues: Please consult our size guides carefully before purchasing, as exchanges for incorrect sizing are not permitted.
• Delivery Failures: If a package is returned to us due to an incorrect address or failed delivery attempts (unreachable on calls), the customer must bear the shipping charges for re-dispatch.
• Minor variations in design or color.
• Jewelry that is not faulty or damaged.
For any further inquiries, please reach out to our support team at prystinejewels@gmail.com.
