Refund policy

At OURA Jewels, your satisfaction is our priority, and we strive to provide you with a positive shopping experience. Please review our detailed exchange policy below.

General Guidelines:

• All purchases are final, and cash refunds are not available.
• Exchanges may be offered under specific circumstances as outlined below.

Circumstances Eligible for Exchange:

• Defective/Damaged Products:
  • If you receive a damaged product, you must return it to us. Upon verification of the damage:
  • We will provide a replacement of the same item, or
  • If the same product or size is unavailable, we will issue store credit of equal value for future use. 

• Wrong Item(s) Received:
  • If you receive an incorrect item, we will arrange for a replacement at no additional cost to you. Alternatively, store credit equal to the purchase price can be issued.

• Missing or Less Item(s) Received:
  • If your order is incomplete, we will send the missing items promptly or provide store credit equivalent to the value of the missing items.

• Wrong Size Received:
  • If the size received differs from what you ordered, we will replace the item or issue store credit equal to the purchase price.

• Size Adjustments (Customer’s Request):
  • If the size of your item is unsuitable, we can offer store credit equal to the purchase price, which you can use to select the correct size or for future purchases.

Steps to Request an Exchange:

• Contact Us Within 24 Hours:
  • Send us a direct message on Instagram or WhatsApp, quoting your order number, detailing the reason for the exchange, and specifying the size or product needed.

• Return the Item Within 3 Days:
  • Ensure the item is returned in its original condition: unworn, unwashed, unsoiled, and with all original tags intact.
  • The return must be completed within 3 days of receiving the product.

Exchange Costs:

• If It’s Our Mistake:
  • In cases where the issue is due to our error (e.g., wrong item, size, or defective product), we will bear all costs associated with returning and dispatching the replacement item.

• If It’s the Customer’s Mistake:
  • If the customer made an error (e.g., wrong size ordered), all costs for returning the item and dispatching the new article will be borne by the customer.

• Change of Mind:
  • If you wish to exchange an item due to a change of mind, the costs of returning the item and dispatching the new article will be borne by the customer.

Exchange Method:

• Store credit will be issued in the form of a coupon equal to the purchase price of the item. This credit can be used immediately or for future purchases.

Product Warranty:

• We offer a two-week warranty on all products.
• For 18k plated jewelry, if discoloration occurs within 14 days of purchase, we will replace the item. Unfortunately, we cannot assist with issues arising after this period.

Non-Returnable Items:

• For hygiene and safety reasons, the following items cannot be returned or exchanged:
• Earrings of all types (e.g., studs, hoops, etc.)

Order Cancellations:

• If an order is cancelled at the time of delivery, we reserve the right to cancel any future orders without prior notice.
• Any subsequent order will only be processed after advance payment is made via an online payment method.

Contact Information:

• Email: Contact us on our email at sales@ourajewels.com
• WhatsApp: Contact us at +92 300 843 7396
• Our team will respond to your inquiries within 24 working hours.

We appreciate your cooperation and understanding. Thank you for shopping with OURA Jewels.