Return Policy

Return Policy for Ewa Luxe Jewels

At Ewa Luxe Jewels, customer satisfaction is our priority. Please carefully review our return policy outlined below.

1. Return Window

Customers must initiate a return within 7 calendar days from the date of order delivery by contacting our customer service team via email at info@ewaluxejewels.co.uk to obtain a Return Merchandise Authorisation (RMA) number. Please include your order number, name, and address used at the time of purchase.

Once you have your RMA number, please return the product to the following address:

Attention: EWA LUXE JEWELS

RMA NUMBER: (Insert your RMA number here)
30B The Broadway
Hornchurch, Essex
RM12 4RN

Once initiated, the return must be received by us within 14 calendar days from the date of delivery.
To be eligible for a return, items must be in new and unused condition and unscratched, with all original pouches and packaging included.

2. Non-Returnable Items

• Earrings: Due to hygiene reasons, earrings are not eligible for return.
• Late Requests: Return requests initiated more than 7 calendar days after delivery date cannot be accommodated.
• Mystery Items: All mystery items are non-returnable.
• Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or accept returns.
• Original Packaging: Returns must include all original packaging including our branded pouch, Items returned without these or with damaged packaging will not be accepted.
• Intentional Damage: Products that have been intentionally damaged or destroyed are not eligible for return.
• Free or Complimentary Products: We do not accept return or replacement requests for free or complimentary products.
• Bracelet Set: All bracelet sets must be returned in their complete pieces as originally sold. Incomplete bracelet sets will be rejected, and no refund will be issued

3. Lost or Undelivered Parcels

• If a parcel is undelivered or appears lost with the courier, you must notify our customer services team within 7 calendar days of placing your order. We do not accept any responsibility for missing, lost, or damaged parcel claims made outside of this period.

4. Faulty Item

Reporting a Faulty Item

• If you receive a faulty item, you must contact us within 7 days of receiving the product.
• Please include the following information when you reach out:
  • Order number and date of purchase
  • Clear photos or videos showing the fault or damage

Assessment and Resolution

• Once we receive your report, we will assess the fault based on the evidence provided.
• If the item is confirmed to be faulty due to manufacturing or shipping errors, we will provide a suitable resolution, which may include a replacement, repair, or refund, as appropriate.

Customer Responsibility

 

• We are not responsible for any damage caused by misuse, improper handling, or any modifications made by the customer.
• If the item shows signs of customer-induced damage, it will not qualify for refund, replacement, or repair under this policy.

Timeframe for Claims

• Claims for faulty items must be submitted within 7 days of receiving the product.
• Any claim made after this period may be declined, and the item will be considered as accepted in the condition received.

By making a purchase, you agree to the terms outlined in this policy. Thank you for your cooperation in helping us resolve any issues promptly.

 

5. Return Process Timeline

• We strive to ensure a smooth and fast return process. Once we receive your returned product, we will conduct a thorough inspection. The return process will be completed within 14 working days from the receipt of your return.

If you have any questions or need assistance, please contact our customer support team at info@ewaluxejewels.co.uk.