Refund policy
Here at KORU we only accept returns for damaged piece. We always request our customers to place a return request within 48 hours of receiving your parcel. But in cast you were not able to then don't worry we provide a 10-day return window, which means you have 10 days after receiving your item to request a return.
we always recommend our customers to shoot a video while opening your parcel not just for review purposes but also to act as proof of any damage caused from our side.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at jewellerybykoru@gmail.com with your reason for return, proof of purchase, order no. and video or picture of the received parcel.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. All returns must use our insured, tracked courier service.
We cannot accept responsibility for items lost in transit using alternative methods.
Please ensure that the original jewellery box and outer packaging , including all accompanying documents are intact.
You can always contact us for any return related question at jewellerybykoru@gmail.com.
Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We always recommend our customers to make a video while opening the original packaging not only for reviews but also to act as a proof of any damage.
Faulty or damaged items
If your piece arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photographs of the damage. For any reason if you were not able to file a return email within 48 hours don't worry we also provide a 10 day return window. within 10 days of receiving your parcel you can send a return request email at jewellerybykoru@gmail.com.
Non-returnable items
We do not accept returns of used jewellery pieces please make sure the jewellery hasn't been altered or resized ( by a third party) and is an original catalog or collection piece .
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return and funds have not reached you, in such case please contact us at jewellerybykoru@gmail.com.
Original shipping charges are non-refundable.
Exchange of damaged goods
If you don't want to opt for return and are looking for an exchange of the damaged goods. In such case you would have to send an email at jewellerybykoru@gmail.com along with the reason of exchange, proof of purchase, order no. , video or picture for the proof of damage.
We will notify you once we’ve received and inspected your exchange, and let you know if the exchange was approved or not. We will email you on further details and how will the exchange be carried out.
Please note in case of receiving damaged goods from our side we request to place a return or exchange request within 48 hours of receiving your parcel along with proof of damage. For any reason if you were not able to file an email within 48 hours don't worry we also provide a 10 day return window. within 10 days of receiving your parcel you can send a return request email at jewellerybykoru@gmail.com.
Conditions for Exchange
To be eligible for an exchange, items must be:
- Unworn and in their original, unaltered condition
- Accompanied by the original packaging, jewellery pouch or box, and proof of purchase
- Free from signs of wear, perfume, lotions, or any damage not caused by us
- Returned with all certificates of authenticity.
Not eligible for exchange:
- Bespoke, personalised, or custom-made pieces (engraved, sized to order, or made with chosen gemstones).
- Pieces that have been resized, repaired, or altered by a third party.
What Can Be Exchanged For
Customers may exchange an eligible piece for:
- A different size of the same design (subject to availability).
- A different style in similar price range from our current collections.
How to Request an Exchange
- Get in touch — Email us at jewellerybykoru@gmail.com with your order number, the item you wish to exchange, and your preferred alternative.
- Await confirmation — We will respond within 2 to 3 business days with an Exchange Authorization Number (EAN) and instructions.
- Pack and ship —Once the return gets approved from our side , Return the item securely in its original packaging. We will provide you with further details on the pickup or drop on the email provided.
- We inspect and process — Once the piece is received by us and approved, your exchange item will be dispatched within [3–5] business days after the approval.
Value Differences
- Exchanging for a higher-value piece — You will be charged the difference at the time of processing.
- Exchanging for a lower-value piece — The difference will be issued back to the source. We do not refund the balance in cash.
Faulty or Incorrect Items
If you receive a piece that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery with your order number and clear photographs of the issue.
In these cases, we will:
- Arrange complimentary collection at no cost to you
- Offer a return or , exchange— your choice
- Priorities resolution within [5–7] business days
If you have any other inquire related to the return , exchange and refund policy then please send an email for your complaint at jewellerybykoru@gmail.com.