Refund & Return Policy

If something is wrong with your order

If your item arrives damaged, is incorrect, is faulty or is materially different from its description, please write to us via the Contact page with your order number and a short description of the issue. Photos or a short video can help us investigate; the absence of any specific media does not remove rights available under applicable law.

We will investigate and arrange an appropriate remedy, including a refund where required. You do not have to accept store credit instead of a refund you are legally entitled to. We cover the reasonable return costs for a confirmed issue for which we are responsible. A “non-returnable” label does not override this section.

Size exchanges

If an eligible piece does not fit, you can request an exchange for another available size of the same product. Size-exchange eligibility is shown on the product page before purchase. We do not offer exchanges for change of mind, for a different design or for a different product, and we do not accept voluntary returns. These restrictions do not affect the rights described in the section above.

To qualify, an item must be unworn other than reasonable inspection, unaltered and returned with any included tags, accessories and packaging. We assess it on receipt and explain any rejection with the reason.

Aevum arranges collection and the replacement shipment for approved size exchanges. Whether that shipping is free or carries a charge, and any size-related price difference, is confirmed with you before we proceed. Where the requested replacement size is unavailable, we will explain the available options at that time; store credit or an alternative-product exchange is not promised under this scheme.

The request window (whether the 7-10-day period refers to requesting or completing the exchange, and whether it is calendar or business days) is being finalised. We will not publish that figure until it is confirmed.

How to arrange a return

1. Contact us with your order number and the item concerned.
2. We provide a reference, confirm the applicable process and explain the collection or return-shipping arrangement.
3. Pack the item securely and follow the agreed instructions. Please retain the dispatch receipt where relevant.
4. We assess the returned item and communicate the outcome. The inspection window in business days is being confirmed.

Authorised returns address to be published once confirmed. Please contact us before sending any jewellery back so we can arrange safe receipt.

Refunds

Approved refunds are returned to the original payment method where supported, rather than imposed as store credit. Your payment provider may take additional time to reflect the refund; we will supply the refund reference and help trace any delay. Any exceptional alternate refund method must be securely verified and agreed with you.

If we cannot fulfil your order, a duplicate payment was collected, or a refund is due for another reason, we will resolve the payment without requiring an unnecessary product-return process. Applicable tax and shipping adjustments will be explained.

Cancellations and delivery problems

To request cancellation, contact us as soon as possible with your order number. The standard-order cancellation conditions are being confirmed; a fair, disclosed condition will apply once approved. Custom orders may be cancelled until a specific cutoff that we will explain before you place a custom order.

If your parcel is missing or materially delayed, please write to us so we can investigate. Applicable statutory rights remain available.

Complaints

Customer contact: Akshay Jangid. We provide a complaint reference, acknowledge complaints within 48 hours and work to resolve them within one month of receipt. This policy does not restrict statutory consumer remedies.