Return and Exchange Policy - Ceyrah Hassle‑Free Customer Support

Return & Exchange Policy

We want you to feel confident when shopping with us. This policy outlines everything you need to know about returns, exchanges, refunds, cancellations, warranties, and promotional orders.

1. Return Window

Items may be returned within 14 days of delivery for a refund or store credit.
Some items may qualify for an extended 30‑day return window depending on the promotion period.
All returns must be authorised before being sent back.
Once a return address is provided, items must be shipped back within 5 days.

2. Condition of Returned Items

To be eligible for a return:

Items must be unused, unworn, undamaged, and in their original packaging.
All accessories, tags, pouches, boxes, and gifts must be included.
Items returned without original packaging or showing signs of wear will not be accepted.

3. Non‑Returnable Items

For hygiene, customisation, and policy reasons, the following cannot be returned:

Earrings and piercing jewellery (unless faulty).
Mystery items.
Free or complimentary items.
Items with altered or defaced serial numbers.
Items intentionally damaged or returned in unacceptable condition.
Partial returns of bundle deals or Build Your Box sets (full set must be returned).

4. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item:

Contact us within 3–5 days of receiving your order.
Include:
- Your order number
- The item affected
- A description of the issue
- Clear photos
Our team will advise next steps and arrange a free replacement where applicable.

One Year Warranty

Covers tarnishing only.
Tarnished items will be replaced free of charge.
Does not cover accidental damage, breakage, or misuse.

5. Exchanges

We are happy to offer exchanges for size changes or for items that arrive faulty or damaged. To process an exchange, the original item must be returned in its original condition and include:

Full name
Order number
Reason for return
The size you would like to exchange for

Exchanges are available for the same item only. We cannot exchange one product for a different product.

If the requested exchange item is out of stock, we will automatically issue a refund to your original payment method once the return is received and inspected.

6. Refunds

Refunds are issued once the returned item is received and inspected.
Refunds are processed to the original payment method only.
Refunds reflect any promotional discounts applied at checkout.
Processing time: 3–8 business days, depending on your bank.
Shipping fees, customs duties, and taxes are non‑refundable.

7. Return Shipping Costs

Customers are responsible for the cost of return shipping.
A tracking number must be provided once the parcel is shipped.
We do not cover customs charges on returned items; these must be cleared by the customer.

8. Missing Items

If an item is missing from your order:

Contact us within 14 days of delivery.
Claims made after this period cannot be investigated.

9. Promotions & Partial Returns

Buy 1 Get 1 Free / Buy 2 Get 1 Free

Refunds are calculated according to the promotion:

Partial return → partial refund based on adjusted promotional pricing.
Full return → full refund if all items are returned in acceptable condition.

Bundle Deals

Bundles sold as a set must be returned as a full set for a refund.
Partial bundle returns are not accepted.
Exchanges within the same bundle category may be possible — contact support first.

Build Your Box

Refunds require the entire box and all items to be returned.
Partial returns cannot be refunded.
Exchanges for size changes are allowed.

10. Cancellations

Orders can be cancelled within 1 hours of purchase.
After an hours, or once packaging/shipping begins, cancellations are no longer possible.

11. Important Notice About Chargebacks

Bank chargeback investigations can take up to 70 days. We strongly recommend contacting us directly first — most issues can be resolved quickly by our support team.