Refund & Return Policy
www.eristajewelbox.com
Overview
At Erista Jewel Box, we take great care in ensuring that every piece of jewellery is inspected and packed to the highest standard before it leaves our hands. We understand, however, that concerns can arise, and this policy outlines how we handle returns, exchanges, and refund requests.
Return Eligibility
We accept return or exchange requests under the following conditions:
- The item received is defective, damaged upon delivery, or significantly differs from the product listing.
- The request is raised within 7 days of the confirmed delivery date.
- The item is unused, unworn, and returned in its original packaging with all accessories and tags intact.
- Proof of purchase (order confirmation or receipt) is provided.
- A complete unboxing video is recorded and provided as proof
The following items are strictly non-returnable and non-refundable:
- Items that have been worn, altered, resized, or repaired outside of our store.
- Items purchased during clearance, flash sales, or promotions marked as final sale.
- Gift cards and vouchers.
- Rental jewelry items (governed by a separate Rental Agreement).
How to Initiate A Return or Exchange
To begin a return or exchange request, please contact us within 24 hours of receiving your parcel:
- Email: eristajewelbox@gmail.com
- Subject line: Return/Exchange Request – [Order Number]
Please include the following in your email:
- Your full name and order number.
- A brief description of the issue.
- Clear photographs of the item received (including any defect or damage) including the unboxing video.
Our team will review your request and respond within 3–5 business days. We reserve the right to request additional information before approving a return.
Approved Returns & Refunds
Once your return is approved:
• You will be provided with instructions on how to return the item to our outlet or via postage.
• Return shipping costs are to be borne by the customer, unless the return is due to our error (e.g. wrong item sent, defective product).
• We recommend using a trackable shipping method. Erista Jewel Box is not responsible for items lost or damaged in transit during the return.
Upon receiving and inspecting the returned item, we will notify you of the outcome. If approved, your refund or exchange will be processed as follows:
Refunds: Will be credited back to your original payment method (FPX, debit/credit card, or e-wallet via CHIP payment gateway) within 7–14 business days, depending on your bank or e-wallet provider.
Exchanges: A replacement item of equal value will be arranged and dispatched, subject to availability.
Cancellations
Orders may be cancelled only if they have not yet been processed or dispatched. To request a cancellation, please contact us immediately after placing your order at eristajewelbox@gmail.com. Once an order has been packed or shipped, it cannot be cancelled. In such cases, the return process above will apply.
Damaged or Incorrect Items
If you receive an item that is damaged in transit or incorrect, please contact us within 48 hours of delivery with photographic evidence. We will prioritize these cases and arrange a replacement or full refund at no additional cost to you.
Rental Items
All jewelry rental transactions are governed by a separate Rental Agreement provided at the time of booking. Rental items are not subject to this Refund & Return Policy. Please refer to your Rental Agreement for the applicable terms.
Contact Us
For any questions regarding this policy, please reach out to us:
Business Name: ERISTA JEWEL BOX ENTERPRISE
Website: www.eristajewelbox.com
Email: eristajewelbox@gmail.com
Contact number: +60149664822 / +60103565522
Address: A 19 06, PJ Pinnacle, Lorong Utara C, PJS 52, 46200 Petaling Jaya
We are committed to resolving all concerns fairly and promptly. Thank you for shopping with Erista Jewel Box.