Return & Refund Policy

At Aairah Jewels, we take great care to inspect, quality-check, and securely pack every order before dispatch. To protect both our customers and our brand, we have a strict exchange policy for products that arrive damaged.

Order Cancellation

Once an order has been successfully placed, it cannot be cancelled.

We do not accept cancellation requests after an order has been placed, regardless of whether the order has been dispatched.

If your order arrives damaged, you may request an exchange in accordance with the policy below.

Exchange Policy

If your product arrives damaged, you may request an exchange subject to verification.

To be eligible:

  • You must contact Aairah Jewels within 48 hours of receiving the order.

  • A complete product opening/unboxing video, starting from the sealed package, is mandatory for any damage-related exchange request.

  • You must provide clear photographs of the damaged product and its outer packaging.

  • The product must be returned to us for inspection if requested.

No exchanges are accepted for reasons other than a verified damaged product, unless otherwise required by applicable law.

Mandatory Unboxing Video

The unboxing video is required to help us determine whether the product was damaged during transit and to verify the condition of the package when it was received.

The video must:

  • Begin with a clear 360° view of the sealed package, showing all sides of the parcel.

  • Clearly show the condition of the package before it is opened.

  • Show that the package has not been previously opened, tampered with, or damaged.

  • Record the entire unboxing process continuously and without editing or cuts.

  • Clearly show the product as it is removed from the packaging.

  • Clearly capture any damage, defect, or missing item in the same video.

If the required unboxing video is not provided, Aairah Jewels may not be able to verify or approve a damage-related exchange request.

Damaged Products

Once you submit your complaint and supporting evidence, our team will review the information provided.

If the damage is verified, we will arrange a replacement for the eligible product, subject to product availability.

If the exact product is unavailable, Aairah Jewels may provide an appropriate alternative or another resolution, as applicable.

Exchange Procedure

If your exchange request is approved:

  1. Contact Aairah Jewels within 48 hours of receiving your order.

  2. Provide the required unboxing video and clear photographs.

  3. Our team will review the submitted evidence.

  4. If approved, you may be required to send the product back to us for physical verification.

  5. The product should be returned in the condition and packaging specified by our team.

  6. Once the returned product is received and verified, we will initiate the exchange within 7 working days, subject to product availability.

The product may need to reach us within the timeframe communicated by our customer support team, generally 7–10 days after the exchange request is raised.

Shipping Costs for Exchanges

Customer-Caused Damage

If the product was received in good condition and was subsequently damaged due to misuse, accidents, improper handling, or other customer-related causes, the exchange request may be rejected.

Where an exchange is approved for a reason not attributable to Aairah Jewels, the customer may be responsible for applicable shipping costs.

Refund Policy

Aairah Jewels operates an exchange-only policy.

We do not offer returns or refunds for products that are received in satisfactory condition.

Refunds will not be provided simply because a customer changes their mind, selects the wrong product, or no longer wishes to keep the product, subject to applicable consumer laws.

If a refund is legally required or otherwise approved by Aairah Jewels in exceptional circumstances, the applicable refund process will be communicated to the customer.

Important Conditions

  • All exchange requests are subject to verification.

  • The required unboxing video must be continuous and unedited.

  • Photos alone may not be sufficient to establish transit damage.

  • Products that have been worn, altered, repaired, or damaged after delivery may not qualify for exchange.

  • Exchange approval does not guarantee that the exact same product will be available.

  • Aairah Jewels reserves the right to reject fraudulent, misleading, or unsupported claims.

  • Nothing in this policy is intended to exclude or restrict any consumer rights that cannot legally be excluded under applicable law.

Applicability

This policy applies to purchases made directly from Aairah Jewels through our official website and other official sales channels.

For purchases made through authorized third-party sellers, partner stores, or other platforms, the applicable seller or platform's return and exchange policy may also apply.

If you have any questions regarding an exchange, please contact Aairah Jewels through our Instagram or Mail.