Return and Exchange Policy of SOLY Jewels

At SOLY Jewels, we are committed to providing our customers with a satisfying and secure shopping experience. If you are not satisfied with your purchased jewelry, you may benefit from our Return and Exchange terms as per the conditions outlined below:

1. Return

Exclusive Return Cases:

A customer is entitled to request a return in the following cases:

• Manufacturing Defect: Where the product exhibits a clear manufacturing defect.
• Product Not as Ordered: Where the product received does not match the item ordered in terms of type or color (due to an error by the website).
• Incorrect Size: Where the customer receives a product in a size that does not match the size ordered (due to an error by the website).

Return Conditions:

• The customer is entitled to a full refund in the above cases, provided all return conditions are met.
• The return request must be submitted within 7 business days from the date of receiving the product and after verifying compliance with the conditions.
• The product must be unused, in its original condition, at the time of submitting the return request.

Non-Returnable Products:

Except for the above-mentioned cases, purchased items are not eligible for return.

2. Return Procedure

• The customer must contact Customer Service via email or phone to submit a return request.
• The customer must provide the order number and a photo of the product in the event of any damage or defect.
• Upon approval of the return request, instructions for returning the item will be provided to the customer.
• The customer shall bear all return shipping costs unless the return is due to a product defect or an error on the part of the store.

3. Exchanges

Exclusive Exchange Cases:

A customer may request an exchange in the following cases:

• Manufacturing Defect: Where the product exhibits a manufacturing defect.
• Product Not as Ordered: Where the product received does not match the order (type or color) due to an error by the website.
• Incorrect Size: Where the product received is in a different size than ordered—whether the error is due to the website or due to incorrect selection by the customer.

Exchange Conditions:

If the incorrect size was due to the customer’s selection, a one-time exchange will be permitted. In such cases, the customer shall bear the following costs:

• All re-shipping and insurance costs.
• Gift packaging fees, if applicable, in the event the original packaging was damaged when opened by the customer.
• Any cash-on-delivery (COD) service fees, if applicable.
• Price differences based on weight or product value:
• In the case of exchanging a gold item, price discrepancies may arise due to differences in gold weight or market rates. If the exchanged item is of higher weight or contains more gold, the customer must pay the price difference based on the current gold weight and market price.
• Conversely, if the exchanged item is of lesser weight or gold content, the difference in value will be credited to the customer or deducted from the original amount paid.

4. Refund of Paid Amounts

• Refund Method: If the return is accepted and all policy conditions are met, the refund will be processed using the same payment method used during the original purchase.
• Refund Processing Time: Refunds may take between 7 to 14 business days to be processed and reflected in the customer’s account, depending on the payment provider or the customer’s bank.

5. Special Cases

• Shipping-Related Damage: If the product arrives damaged or broken due to shipping conditions, the customer must notify the store within 24 hours of receiving the product. The customer is required to provide clear photos of both the damaged product and its packaging for an expedited settlement of the complaint. If the damage is verified to have occurred during shipping, an exchange or appropriate compensation will be arranged.
• Product Defects During Warranty Period: If a defect is discovered within the warranty period, the customer may contact Customer Service to arrange for repair or exchange in accordance with the store’s warranty policies.

6. Amendments to This Policy

We reserve the right to amend this Return and Exchange Policy at any time based on our requirements or amendments in local laws and regulations. Any such amendments shall be published to this page with the date of such new update. Customers shall be deemed aware of such amendments upon their use of the website after publishing such amendments.