MV Jewellers – Return & Refund Policy

Effective Date: 18/07/2026

At MV Jewellers, we take great care to ensure every order is carefully inspected and securely packaged before dispatch.

Please read our Return & Refund Policy carefully before placing an order.

1. Reporting a Damaged or Faulty Item

If your item arrives damaged, defective, broken, or you receive the wrong item, you must contact us within 7 calendar days from the date your order is marked as delivered.

Requests received after this period may not be accepted.

2. Proof Required

To help us investigate your claim fairly, you must provide a continuous unboxing video.

The video must:

• Show the parcel before it is opened from all sides, including the shipping label.

• Begin before any tape or packaging is removed.

• Clearly show the entire opening process without cuts, edits, pauses, or zooming in.

• Clearly show the contents of the parcel.

• Clearly show the damage, defect, missing item, or incorrect item.

• Be of sufficient quality for us to assess the issue.

Photos alone may not be sufficient.

Claims submitted without a complete unboxing video, or where the damage cannot be verified, may be declined.

3. Return Approval

Please do not return any item without contacting us first.

Once we have reviewed your evidence, we will let you know whether your return has been approved and provide return instructions if applicable.

Returns sent without prior approval may not be accepted.

4. Return Shipping Costs

If a return is approved, the customer is responsible for the cost of returning the item unless otherwise agreed by MV Jewellers.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during return transit.

5. Refunds

Once we receive and inspect the returned item, we will notify you of the outcome.

If your claim is approved, your refund will be processed to your original payment method within a reasonable timeframe.

Shipping charges are non-refundable unless required by applicable law.

6. Items That Cannot Be Returned

We do not accept returns or refunds for:

• Change of mind.

• The item is no longer wanted.

• Personal preference or dislike of the design, colour, or style.

• The item does not suit you.

• Incorrect ordering by the customer.

• Sale or clearance items (unless faulty).

• Items that have been worn, used, altered, or damaged after delivery.

7. Hygiene Policy

For hygiene and customer safety reasons, jewellery that has been worn or used cannot be accepted for return unless it is confirmed to have arrived faulty or damaged.

8. Right to Refuse Claims

MV Jewellers reserves the right to refuse any return or refund request where:

• The required proof is not provided.

• The unboxing video is incomplete or edited.

• The reported issue cannot be verified.

• The item has been used, damaged after delivery, or returned in a different condition from when it was received.

• The request does not comply with this policy.

9. Contact Us

If you experience any issue with your order, please contact us within 7 days of delivery.

Email: info.mvjewellers@gmail.com

Please include:

• Your order number.

• A description of the issue.

• Your continuous unboxing video.

• Any supporting photographs (if available).

We aim to respond as quickly as possible and work with you to resolve genuine issues fairly.