RETURN AND REFUND POLICY

Last updated: August 18, 2026

This Return and Refund Policy explains the conditions for change-of-mind returns, how damaged, defective, incomplete, or incorrect orders are handled, and how approved refunds are processed.

Nothing in this Policy limits any right or remedy available to you under applicable federal, provincial, or territorial law.

CHANGE-OF-MIND RETURNS

We accept eligible change-of-mind return requests made within 30 days after delivery.

To qualify for a change-of-mind return, the item must be unused, unworn, unaltered, and in substantially the same condition in which it was received. The item must include its original packaging, tags, accessories, certificates, and any other materials supplied with the order.

Proof of purchase or the applicable order number is required.

The 30-day change-of-mind return period does not limit any right or remedy applicable to damaged, defective, incomplete, incorrect, or otherwise non-conforming goods under applicable law.

If you request a change-of-mind return because you no longer want the product, ordered the wrong product, or selected the wrong size, colour, style, or variation, you are responsible for the cost of returning the item.

We recommend using a trackable shipping service for all customer-paid returns.

We are not responsible for loss of or damage to a customer-paid return shipment before it is delivered to us, except where applicable law provides otherwise.

RETURN AUTHORIZATION

Before sending any item back, you must obtain return authorization and return instructions from us.

You may request authorization by contacting us at info@jewellerypak.com or through any return-request process that we make available through your customer account.

If your return request is approved, we will provide the applicable return instructions and authorized return address.

Do not send returns to our general mailing or contact address unless we specifically instruct you to do so.

Items returned without prior authorization may be refused or returned to the sender, to the extent permitted by applicable law.

DAMAGED, DEFECTIVE, INCOMPLETE, OR INCORRECT ORDERS

Please inspect your order as soon as reasonably possible after delivery.

If a shipment arrives with visible transportation damage, appears opened or tampered with, contains missing contents, or contains an incorrect item, contact us at info@jewellerypak.com as soon as reasonably possible, preferably within 48 hours after delivery.

If a defect or other problem could not reasonably have been discovered during an initial inspection, contact us as soon as reasonably possible after discovering the issue.

The 48-hour reporting request is intended to preserve evidence and help meet applicable carrier or insurance investigation deadlines. Failure to report an issue within 48 hours does not, by itself, remove any right or remedy that cannot lawfully be limited or waived.

While the matter is being investigated, you must, wherever reasonably possible, retain the affected product, all shipment contents, the exterior shipping carton, shipping and tracking labels, internal packaging, protective materials, inserts, and other relevant materials.

Unless we instruct you otherwise, please do not use, repair, alter, discard, independently return, or otherwise dispose of the affected product or relevant packaging while an investigation is pending.

To evaluate the claim and, where appropriate, pursue a carrier or insurance claim, we may reasonably request:

• photographs of the product and the reported damage or defect;

• photographs of the exterior shipping package;

• photographs of the shipping label;

• photographs of the internal packaging and protective materials;

• a description of the problem and when it was discovered;

• delivery or tracking information;

• an available unboxing video; and

• other reasonable supporting evidence relevant to the claim.

An unboxing video may provide useful supporting evidence, particularly for high-value products or visibly damaged shipments, but the absence of an unboxing video alone does not automatically disqualify a claim.

A signature or other delivery confirmation collected by the carrier may establish delivery or receipt of the shipment. A delivery signature does not, by itself, establish that the contents were free from concealed damage at the time of delivery.

We may require the affected product and relevant packaging to be made available for inspection or returned before determining whether a refund, replacement, repair, or other remedy is appropriate.

If we confirm that an item arrived damaged, defective, incomplete, or incorrect, we will provide an appropriate remedy. Where a return is required for such a confirmed claim, we will cover reasonable return shipping costs.

SHIPPING DAMAGE AND CARRIER CLAIMS

Where loss or damage appears to have occurred during transportation, Thejewellerypak may initiate and manage a claim directly with the applicable carrier or insurer.

The evidence-preservation and cooperation requirements described above continue to apply while any carrier or insurance investigation is pending.

Where reasonably required, you may be asked to provide additional information or make the affected shipment and packaging available for inspection.

A carrier's investigation, liability decision, or reimbursement to Thejewellerypak is separate from your rights against Thejewellerypak under this Policy and applicable law.

We will not make a remedy that we are legally required to provide dependent solely on whether a carrier or insurer reimburses us.

CUSTOMIZED, PERSONALIZED, AND MADE-TO-ORDER PRODUCTS

Customized, personalized, engraved, branded, private-label, or made-to-order products are not eligible for change-of-mind returns.

This includes jewellery packaging or other products manufactured, printed, engraved, branded, modified, or otherwise prepared according to customer-approved specifications.

If a customized or personalized product arrives damaged, defective, incomplete, or materially different from the approved specifications, contact us at info@jewellerypak.com so that we can review the issue.

Wholesale, custom, private-label, or specially quoted orders may also be subject to additional return terms disclosed in the applicable quotation, invoice, product page, order confirmation, or written agreement.

NON-RETURNABLE ITEMS

In addition to the customized and made-to-order products described above, the following are not eligible for change-of-mind returns:

• gift cards;

• products clearly identified as Final Sale before purchase; and

• other products clearly identified as non-returnable before purchase.

These exclusions do not apply where applicable law requires a refund, replacement, repair, return, or other remedy.

REFUNDS

Approval of a return request does not automatically mean that a refund has been approved.

Once an authorized return is received, we may inspect it to confirm that it corresponds with the approved return request and satisfies the applicable return conditions.

We will notify you whether the refund has been approved.

If approved, the eligible amount will be refunded to the original payment method, unless another method is required by law or expressly agreed with you.

For change-of-mind returns, original shipping charges and customer-paid return shipping charges are non-refundable unless otherwise required by law or expressly agreed by us.

For change-of-mind returns, and subject to applicable law, we may reduce or refuse a refund where the returned product:

• shows signs of use or wear inconsistent with the approved return;

• has been altered;

• has been damaged after delivery by the customer or another person;

• is missing material components, accessories, certificates, packaging, or other materials where the missing items materially affect the product or its value;

• is different from the product originally supplied; or

• otherwise materially differs from the condition or circumstances described in the approved return request.

Where an approved claim results from an item that arrived damaged, defective, incomplete, or incorrect, approved costs reasonably necessary to correct the order will not be charged to the customer.

After we issue a refund, your bank, credit-card issuer, or payment provider may require additional time to process and post the refund to your account.

EXCHANGES

If you wish to exchange an eligible item for another product, size, style, colour, or variation, contact us at info@jewellerypak.com before returning the original item.

Depending on product availability and the circumstances of the return, we may require the original item to be returned and a separate order to be placed for the replacement product.

CONTACT US

Questions regarding returns, refunds, damaged shipments, defective products, incomplete orders, or incorrect orders may be sent to:

Thejewellerypak
Operated by A & H Wholesales Ltd.
Email: info@jewellerypak.com