RETURN & EXCHANGE POLICY

Last Updated: June 2026

At EveStone, customer satisfaction is our priority. We carefully inspect every jewelry piece before dispatch to ensure it meets our quality standards. However, if you receive an incorrect, damaged, or defective item, we are here to help.

Please read this Return & Exchange Policy carefully before placing an order.

1.    GENERAL POLICY

Due to the nature of jewelry products and hygiene considerations, EveStone does not offer returns or exchanges for change of mind, personal preference, or incorrect purchasing decisions made by customers.

Returns and exchanges are only accepted under specific circumstances outlined in this policy.

2.    ELIGIBILITY FOR RETURN OR EXCHANGE

A product may qualify for return or exchange if:

●      You received the wrong item.

●      The product arrived damaged during transit.

●      The product has a manufacturing defect.

●      The item received is significantly different from the item ordered.

●      An essential component of the product is missing upon delivery.

Requests must be submitted within 48 hours of receiving the order. Requests submitted after this period may not be eligible for review.

3.    NON-RETURNABLE AND NON-EXCHANGEABLE ITEMS

For hygiene, safety, and quality control reasons, the following items cannot be returned or exchanged:

●      Earrings that have been worn or tried on

●      Personalized or customized jewelry

●      Made-to-order products

●      Gift cards

●      Promotional giveaway items

●      Sale or clearance products

●      Products purchased during special discount events unless damaged or defective

●      Items showing signs of wear, use, alteration, or damage caused by the customer

4.    CONDITIONS FOR APPROVAL

To be eligible for a return or exchange, all of the following conditions must be met:

●      The item must be unused and unworn.

●      The item must remain in its original condition.

●      Original packaging must be retained.

●      All tags, cards, inserts, and accessories must be included.

●      Proof of purchase must be provided.

●      Clear photographs and videos of the issue must be submitted.

EveStone reserves the right to reject any request that does not meet these requirements.

5.    DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective item:

1.       Contact EveStone within 48 hours of delivery.

2.       Provide your order number.

3.       Submit clear photographs and videos showing:

○      The product

○      The packaging

○      The shipping label

○      The defect or damage

Our support team will review the claim and respond within a reasonable timeframe. If approved, we may offer:

●      A replacement product

●      Store credit

●      A refund

●      An alternative solution deemed appropriate

6.    WRONG ITEM RECEIVED

If you receive an item different from the one ordered:

●      Contact us within 48 hours of delivery.

●      Provide photographs of the received item.

●      Include your order number.

Upon verification, EveStone will arrange a replacement at no additional cost to the customer.

7.    EXCHANGE PROCESS

To request an exchange:

Step 1

Contact EveStone through email or Instagram within 48 hours of receiving your order.

Step 2

Provide:

●      Order number

●      Full name

●      Contact information

●      Photographs or videos of the issue

●      Detailed explanation of the problem

Step 3

Wait for approval from our customer support team.

Step 4

Follow the return instructions provided by EveStone.

Products returned without prior approval may not be accepted.

8.    RETURN SHIPPING

If EveStone Is Responsible

If the issue resulted from:

●      Wrong item shipped

●      Manufacturing defect

●      Damage during delivery

EveStone will bear the return shipping costs where applicable.

If the Customer Is Responsible

If a return or exchange request is approved for reasons outside EveStone's responsibility, the customer may be required to cover shipping costs.

Original shipping fees are generally non-refundable.

9.    INSPECTION OF RETURNED ITEMS

All returned products undergo a quality inspection upon receipt. If the returned item:

●      Shows signs of wear

●      Has been altered

●      Has missing components

●      Does not match the submitted claim

The return or exchange request may be rejected.

In such cases, the item may be returned to the customer.

10.    PRODUCT AVAILABILITY

Replacement products are subject to stock availability.

If the same item is unavailable, EveStone may offer:

●      A similar replacement item

●      Store credit

●      A refund

●      An alternative solution agreed upon by both parties

11.    REFUND INSTEAD OF EXCHANGE

In situations where an exchange cannot be completed, EveStone may offer a refund. Approved refunds will generally be processed within 7–14 business days after final approval.

The actual time required for funds to appear may vary depending on the payment method and financial institution.

12.    ORDER CANCELLATIONS

Orders may only be cancelled before dispatch.

Once an order has been shipped, cancellation requests cannot be accepted. Customers may refer to our Refund Policy for further information.

13.    QUALITY ASSURANCE

Every EveStone jewelry piece undergoes quality inspection before packaging and shipment. Our team checks:

●      Product quality

●      Stone placement

●      Finish and appearance

●      Packaging standards

●      Order accuracy

This process helps minimize errors and ensure customer satisfaction.