Refund Policy
Return & Refund Policy
At Siumal, we want you to love your jewelry as much as we do. If your piece doesn’t meet your expectations, our return and refund policy is designed to be fair, transparent, and tailored to the care of delicate jewelry—ensuring a smooth process for every customer.
1. Return Window
We offer a 30-day return policy, meaning you have 30 calendar days from the date you receive your jewelry to request a return. Requests submitted after this period will not be eligible for processing.
2. Eligibility for Returns
To qualify for a return, your Siumal jewelry must meet these conditions (critical for preserving the quality of our pieces):
- Be in the same condition as when you received it: Unworn, unused, and free of scratches, tarnish, or signs of wear (e.g., no bent chains, loose gemstones, or damaged clasps).
- Include all original tags, certificates (e.g., for gemstone or metal authenticity), and packaging (e.g., Siumal’s signature jewelry box, protective pouch, or gift wrapping).
- Be accompanied by valid proof of purchase, such as your order confirmation email, receipt, or order number.
Note: Try-ons are permitted, but please handle jewelry with care (e.g., avoid wearing it with lotion, perfume, or water) to keep it in eligible condition.
3. How to Start a Return
Follow these steps to initiate a return for your Siumal jewelry:
- Contact our support team: Send an email to service@siumal.com with your order number, the name/style of the jewelry (e.g., “Dainty Sterling Silver Star Necklace”), and a brief reason for the return (e.g., “size too small” or “style not as expected”). For clarity, you may include photos of the item (with tags and packaging) to help us review your request faster.
- Await return approval: Our team will review your request within 2 business days. If approved, we’ll send you a pre-paid return shipping label (for standard U.S. returns; international return labels may require additional shipping fees) and detailed instructions—including how to securely package your jewelry (e.g., using the original box to prevent damage during transit) and where to send your package.
- Ship the item back: Package your jewelry securely (we recommend using bubble wrap inside the original box to protect delicate pieces like earrings or pendants) and attach the provided return label. Drop off the package at the designated carrier location.
Important: Jewelry sent back without prior approval (i.e., no return request submitted to service@siumal.com first) will be rejected and returned to you at your own cost—this helps us track returns and avoid lost or unaccounted-for pieces.
4. Damaged, Defective, or Incorrect Items
Please inspect your Siumal jewelry immediately upon delivery (jewelry is delicate and requires prompt checks for issues). Contact us at service@siumal.com within 3 business days if you encounter:
- A defective item: Manufacturing flaws like broken chains, loose gemstones, or faulty clasps (not caused by wear).
- A damaged item: Damage during transit (e.g., a crushed jewelry box, bent ring, or chipped gemstone from shipping).
- The wrong item: Receiving a piece different from what you ordered (e.g., a gold necklace instead of silver, or a different pendant design).
Include your order number, clear photos of the issue (e.g., a close-up of a loose gemstone, or the wrong item next to your order confirmation), and a description of the problem. We’ll assess the situation promptly and resolve it—options may include a free replacement (of the correct item or a new piece), a full refund, or a pre-paid return for repair (for defective items).
5. Non-Returnable Items
The following Siumal items cannot be returned or refunded (due to their personalized nature or limited availability):
- Custom or personalized jewelry: Pieces made to order (e.g., engraved name necklaces, monogrammed bracelets, or custom gemstone settings) — these are tailored to your specifications and cannot be resold.
- Sale items: All jewelry marked “Final Sale” or discounted in seasonal/promotional sales (e.g., Black Friday, holiday deals).
- Gift cards: Digital or physical Siumal gift cards (cannot be refunded, exchanged for cash, or replaced if lost/stolen).
If you’re unsure whether a specific jewelry piece qualifies for a return (e.g., a limited-edition design), contact service@siumal.com before purchasing or submitting a return request.
6. Exchanges
We do not offer direct exchanges (e.g., swapping a silver bracelet for a gold one) to ensure the quality and availability of our jewelry. The fastest way to get your desired piece is to:
- Return your original item following the steps in Section 3.
- Once your return is approved and processed, place a new order for the replacement jewelry through our website (we’ll prioritize shipping for exchange-related orders to minimize wait time).
7. Refund Process
- Inspection & Notification: After we receive your returned jewelry, our team will inspect it within 2–3 business days (focusing on condition, tags, and packaging) to confirm it meets eligibility requirements. We’ll email you to notify if your refund is approved or denied.
- Refund Timeline: If approved, your refund will be automatically processed to your original payment method (e.g., credit card, PayPal) within 3 days of inspection.
- Bank Processing: Note that your bank or credit card issuer may take additional time (typically 2–5 business days) to post the refund to your account—this is outside our control, but funds will appear once processed.
If you haven’t received your refund within 3 business days of approval, check your bank statement first. If the funds still don’t appear, contact us at service@siumal.com with your refund confirmation email for assistance.
For any questions about returns, refunds, or exchanges for your Siumal jewelry—whether about a specific piece or the process—don’t hesitate to reach out to our team at service@siumal.com. We’re here to help ensure you’re satisfied with your jewelry and experience.