Refund policy

Return and Exchange Policy for BIWA Jewelleries:

We understand that sometimes issues may arise with your BIWA Jewellery purchase, and we are committed to ensuring your satisfaction. Please read our return and exchange policy carefully, and feel free to reach out to our customer service team for assistance. Write to our customer service team at returns@biwa-store.com.

Faulty Items: If you have received a faulty item, we sincerely apologise for any inconvenience caused. Please contact our customer service team before returning the item to us. Our team will guide you through the next steps and provide information on the time frames for a refund or replacement. To expedite the process, kindly include a photo of the faulty item.

Please note: We are not held liable for any address errors inputted by the customer during checkout.

Two-Year Warranty: Our two-year warranty covers product tarnishing. If you find any tarnishing, we will gladly replace the product for you. However, please note that this warranty does not extend to broken or damaged items. If you receive a damaged or broken item, contact us within 7 days of receiving your order, and we will promptly resolve the issue.

Returns and Exchanges: For returns and exchanges, please include the following information in your query to return@biwa-store.com:

  • Your full name
  • Order number
  • Reason for returning the item(s)
  • The size or item you would like to exchange your item for

Returned orders must be sent back within 14 days of receipt. Ensure that returns are in the condition in which you received them, with the original packaging. Hygiene reasons prevent us from accepting returns on earrings unless they are faulty.

We are happy to offer an alternative size if your item doesn't fit, but unfortunately, we cannot exchange goods for different items.

Making a Return: If the goods do not meet your expectations, you may return them within 14 days of receipt for a refund. We recommend using a tracked delivery service with proof of postage. Once we receive your return, we'll send you an email update. Returns are typically processed within seven working days, though this may vary during busy periods. Refunds will be issued to the original account used for the purchase.

Please note that you will bear the direct cost of returning the product, and this will not be included in your refund.

Missing Items: If an item is missing from your order, please contact us within 14 days of receipt, and we will investigate. Claims for missing items outside this time period cannot be considered.

 

Buy 2 Get 1 Free Promotion Policy:

For purchases made with the buy 2 get 1 free promotion, we have updated our policy to ensure clarity and fairness for our customers. Please note the following points:

  1. Partial Returns: We no longer accept partial returns for items purchased under the buy 2 get 1 free promotion. If you wish to return any items, all three items from the promotion must be returned together.
  2. Faulty Items: If any item received under this promotion is faulty, you may exchange it for a replacement. Please contact our customer service team for assistance in processing the exchange.
  3. Size Exchange: We are happy to offer an alternative size if the item you received does not fit. However, we cannot exchange goods for different items.
  4. Return Policy for Non-Exchange Items: If you do not wish to exchange any item and prefer a refund, you must return all three items received under the promotion together. Our policy does not allow for partial refunds in this case.
  5. Exclusion of Earrings: Earrings cannot be included as part of the three items for return. Due to hygiene reasons, we cannot accept returns on earrings unless they are faulty. If you need to return faulty earrings received under this promotion, please contact our customer service team for assistance.
  6. Return Conditions: All returned orders must be sent back within 14 days of receipt. Ensure that returns are in the condition in which you received them, with the original packaging. This helps us process your return efficiently and ensures a smooth experience for you.

We believe these updates will streamline our processes and ensure a smoother experience for our valued customers. If you have any questions or require further clarification, please don't hesitate to reach out to our customer service team. Thank you for your understanding and continued support of our brand.

 

Important Note on Undelivered or Lost Parcels: If any parcel is undelivered or appears lost with the courier, please notify our customer services team within 14 days of placing your order. We do not accept any responsibility for missing, lost, or damaged parcel claims outside of this period.

For further assistance or inquiries, please contact our customer service team at returns@biwa-store.com. Thank you for choosing BIWA Jewellery.