Legal
Refunds & Cancellation Policy
Last updated: June 2025
Overview
All our products are made to order. Custom rigid jewellery packaging is manufactured specifically for each client — the board is cut, the box is assembled, and branding is applied according to your approved specifications. Because of this, our ability to accept cancellations and issue refunds depends on the stage at which the cancellation is requested.
We aim to be fair and transparent. The table below covers every scenario clearly. If your situation is not listed, please contact us directly — we will always try to find a reasonable resolution.
Before Production Begins
Situation
You cancel after placing an order but before we have started production (i.e., before cutting, assembly, or branding has commenced).
Outcome
Advance refunded in full, minus a 5% processing fee to cover bank transfer and administrative costs. Refund processed within 7 working days.
After Production Begins
Situation
You cancel after production has started — materials have been cut, assembled, or branding has commenced.
Outcome
No refund. Custom packaging is manufactured specifically to your order and cannot be resold. You will receive the completed goods.
Defective, Damaged, or Short Goods
Situation
Goods received are materially defective, structurally damaged, short of the ordered quantity, or significantly different from the approved specification.
Outcome
We will replace the affected units at no additional charge. Claims must be raised within 48 hours of delivery with supporting photographs and/or videos. If replacement is not feasible, a partial or full refund will be discussed.
Courier Damage in Transit
Situation
Goods are damaged during shipping after handover to the courier.
Outcome
Risk passes to you upon courier handover. We will assist with filing a courier claim where applicable, but we do not refund for transit damage. We strongly recommend inspecting packaging upon delivery and noting any damage with the courier.
Delayed Delivery
Situation
Your order is delayed beyond the quoted lead time due to our production issues (not courier delays or force majeure).
Outcome
If the delay is material and caused by us, we will discuss appropriate remedies — which may include a partial credit, priority dispatch, or cancellation with full advance refund.
How to Request a Cancellation
All cancellation requests must be submitted in writing — via email or WhatsApp — to our contact details on the Contact page. Verbal requests will not be accepted. We will confirm receipt and advise you of the applicable refund within 2 working days.
Refund Processing
Approved refunds are processed via bank transfer (NEFT/RTGS/IMPS) to the account the original payment was made from. Refunds are initiated within 7 working days of the cancellation being confirmed. Bank processing times may add 1–3 additional days depending on your bank.
Sample Pack Orders
Sample packs are non-refundable. They are physical goods dispatched specifically to allow you to evaluate our quality before placing a bulk order. If you have concerns about the samples received, contact us — we are happy to discuss.
Changes to This Policy
We may update this policy from time to time. The most current version will always be available on this page.
Have a question about an order? Contact us and we will get back to you within one working day.