At IWA Jewels, every creation is handcrafted to order with precision and care. We want our trade partners and buyers to feel fully confident in their purchase. This policy outlines the terms under which returns and exchanges are accepted.

1. Return & Exchange Thresholds

Our return and exchange terms are structured according to order value, in line with practices standard across the fine jewellery industry:

• Orders valued above ₹1,00,000: Eligible for exchange only. Refunds are not offered on orders above this threshold.
• Orders valued ₹1,00,000 and below: Eligible for return, refunded as IWA Jewels store credit (see Section 2).

2. How Refunds Are Issued

For eligible returns (orders ₹1,00,000 and below), the refund is issued as IWA Jewels store credit, redeemable only against future purchases from IWA Jewels.

• Store credit is credited to your IWA Jewels account and cannot be transferred to a bank account, UPI, or any external payment method
• Store credit does not expire and can be used across any future order with IWA Jewels
• Store credit is non-transferable to another buyer or account

For eligible exchanges (orders above ₹1,00,000), the value of the returned piece will be adjusted against the new piece selected. Any price difference must be settled by the buyer (if the new piece is of higher value) or will be issued as store credit (if the new piece is of lower value).

3. Reporting an Issue

Any issue with your order — including damage, discrepancy, or quality concern — must be reported to us within 48 hours of delivery. Please include:

• Your order number
• Clear photographs/video of the piece and packaging
• A brief description of the issue

Issues reported after 24 hours of delivery may not be eligible for return or exchange consideration.

4. How to Request a Return or Exchange

To initiate a return or exchange, please follow these steps:

1. Contact our team via email or WhatsApp within the eligible reporting window, with your order number and reason for return/exchange.
2. Our team will review your request and issue a Return Authorization confirming eligibility.
3. Pack the piece securely in its original packaging, box, and pouch, along with the original certification and invoice.
4. Ship the piece back to our facility using a trackable courier service. Share the tracking details with our team.
5. Once received, the piece undergoes a quality control inspection to confirm it meets the conditions outlined in Section 5.
6. Upon successful inspection, your store credit or exchange will be processed within 5 to 7 business days.

5. Conditions for Eligible Returns/Exchanges

To be eligible for return or exchange, a piece must meet all of the following conditions:

• Unworn, unused, and in the same condition as delivered
• Returned with all original packaging, including box, pouch, and any accompanying accessories
• Accompanied by the original invoice and certification (e.g., IGI certificate, where applicable)
• Free from any signs of wear, alteration, resizing, or damage
• Reported and initiated within the applicable timeframe from delivery

6. Non-Returnable & Non-Exchangeable Items

The following are not eligible for return or exchange under any circumstances, regardless of order value:

• Custom-designed, made-to-specification, or private-label pieces of any kind or price
• Pieces that have been engraved, resized, or altered at the buyer’s request
• Pieces showing signs of wear, damage, or alteration not present at the time of delivery
• Pieces returned without original packaging, invoice, or certification
• Requests made after the applicable reporting or return window has lapsed
• Bulk/wholesale orders governed by separate trade agreements specifying their own return terms

7. Additional Customization Requests

If you would like to request any modification, resizing, or additional customization to a piece — whether at the time of return or otherwise — this can be accommodated as a separate paid service. Any associated costs will be communicated and must be settled by the buyer prior to work commencing.

8. Policy Updates

IWA Jewels reserves the right to update this Return & Exchange Policy at any time. Updates take effect immediately upon publication on this page.

9. Contact Us

For return or exchange requests, or any questions regarding this policy, please contact us at:

WhatsApp / Trade Enquiries: +91 92136 43358
Email: support@iwajewels.com
IWA Jewels, Surat, Gujarat, India

These policies are subject to change. Please refer to our website for the most up-to-date version.