Refund policy

Return & Refund Policy for Jolina

(https://www.jolinastore.com)

At Jolina, we are dedicated to providing you with elegant, high-quality silver and stainless steel fine accessories. We understand that purchasing jewelry and accessories online comes with unique expectations, and we strive for complete transparency and your absolute satisfaction. This policy outlines your rights and our procedures for returns and refunds, in compliance with Egyptian Consumer Protection Law No. 181 of 2018.

1. General Return Conditions

  • Eligibility Window: You have 14 days from the date you receive your order to initiate a return for any reason, provided the item is in its original condition. For accessories deemed defective or not conforming to the description (e.g., manufacturing flaws), this period extends to 30 days from receipt.

  • Item Condition: Accessories must be returned in the exact condition they were in when you received them. This means they must be unworn, unwashed, and free of any scratches, marks, or signs of use (e.g., no perfume, lotion, or water damage). All original tags must still be attached.

  • Proof of Purchase: A copy of your order confirmation or receipt from Jolina is required for all returns.

  • Original Packaging: Jewelry and accessories must be returned in their original packaging (including any branded boxes, velvet pouches, or care cards) to prevent damage during transit.

2. Reasons for Return & Refund Eligibility

We offer returns and refunds under the following circumstances:

  • Item Not as Described or Defective: If the accessory you receive significantly differs from its description and photos on our website, or arrives with a manufacturing defect (e.g., broken clasps, missing stones, severe discoloration upon arrival).

  • Incorrect Item Received: If you received a piece that is not the one you ordered.

  • Damaged in Transit: If your accessory arrives bent, crushed, or damaged due to shipping. You must provide clear photos of the damaged packaging and the item itself when you contact us.

We do not offer returns or refunds for:

  • Pierced Earrings (Hygiene Exception): For health and safety reasons, we cannot accept returns or exchanges on pierced earrings unless they arrive damaged or defective.

  • Natural Tarnishing & Improper Care: While our stainless steel is highly durable and our silver is fine quality, 925 sterling silver can naturally tarnish over time depending on skin acidity and environmental factors. Damage, scratches, or tarnishing caused by daily wear, or exposure to water, chemicals, perfumes, or lotions are not considered manufacturing defects and are not eligible for return.

  • Items Damaged After Delivery: Accessories that are damaged, dropped, or broken after they have been successfully delivered to your specified address.

3. How to Initiate a Return

  • Contact Us Promptly: To initiate a return, please contact our customer service team within the eligible timeframe by contacting us at our WhatsApp (+201515269599).

  • Provide Necessary Information: In your message, please include the following details to expedite your request:

    • Your order number.

    • The name/model of the item(s) you wish to return.

    • A clear and specific reason for the return (e.g., "broken chain clasp," "received wrong ring size," "change of mind").

    • Attach clear photos if applicable, especially for damaged or defective items.

  • Return Authorization (RA) Number: Our team will review your request. If your return is approved, we will provide you with a unique Return Authorization (RA) number and detailed instructions on how to send your accessory back. It is crucial that you do not send any items back without a valid RA number, as unauthorized returns may not be accepted or processed.

4. Shipping Returned Items

  • Who Bears Shipping Costs:

    • If the return is due to an error on our part (e.g., incorrect item sent, manufacturing defect, or damaged in transit), Jolina will cover the return shipping costs. We will provide you with instructions or a prepaid shipping label.

    • For all other approved returns (e.g., change of mind or incorrect sizing ordered by the customer), the customer is responsible for the return shipping costs.

  • Packaging: Please package the jewelry securely in its original hard box or padded packaging to prevent it from being crushed or bent during transit. We highly recommend using a trackable shipping service, as we cannot be held responsible for returned items lost in transit.

5. Refunds

  • Processing & Inspection: Once we receive your returned item, it will undergo a thorough inspection to ensure it has not been worn and meets our return conditions. We will then notify you via email of the approval or rejection of your refund.

  • Refund Method: If your refund is approved, it will be processed to your original method of payment within 7-14 business days. Please be aware that the time it takes for the refund to reflect in your bank or credit card statement may vary depending on your bank's policies.

  • Partial Refunds/Rejections: If a returned accessory shows signs of wear, is missing its original tags/packaging, or is damaged due to reasons not attributable to our error, the return may be rejected and sent back to you, or a partial refund may be granted at our sole discretion. Any such decision will be communicated clearly.