Refund policy

At TRUE Lab Jewels, customer satisfaction is our priority. We understand that purchasing fine jewelry online requires trust, and we strive to provide a transparent and hassle-free return process.

Please read this Return & Refund Policy carefully before making a purchase.

1. Return Eligibility

We offer returns on eligible products within 30 days of delivery.

To qualify for a return, the item must:

  • Be unused, unworn, and in its original condition.

  • Include all original packaging, certificates, tags, and documentation.

  • Show no signs of alteration, resizing, damage, or misuse.

  • Be returned in the same condition in which it was received.

Returns that do not meet these conditions may be rejected.

2. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Custom-made jewelry

  • Personalized or engraved products

  • Special-order items

  • Customized ring sizes made upon request

  • Products damaged due to customer misuse

  • Gift cards and promotional items

If a customized item arrives damaged or defective, please contact us immediately for assistance.

3. Return Process

To initiate a return:

Step 1

Contact our support team within 30 days of delivery at:

📧 support@truelabjewels.com

Include:

  • Order Number

  • Customer Name

  • Reason for Return

  • Photos (if applicable)

Step 2

Our team will review your request and provide return instructions.

Step 3

Ship the item back using a secure and trackable shipping method.

We strongly recommend:

  • Insured shipping

  • Signature confirmation

  • Secure packaging

4. Return Shipping Costs

Defective, Damaged, or Incorrect Items

If we shipped the wrong item or the product arrives damaged or defective, TRUE Lab Jewels will cover reasonable return shipping costs.

Change of Mind Returns

For customer preference or change-of-mind returns:

  • Customers are responsible for return shipping charges.

  • Original shipping charges are non-refundable.

5. Inspection & Approval

Once we receive your returned item:

  • Our quality team will inspect the product.

  • Inspection typically takes 3–7 business days.

  • We will notify you regarding approval or rejection of your return.

Items that fail inspection may be returned to the customer at their expense.

6. Refunds

Once your return is approved:

  • Refunds will be issued to the original payment method.

  • Processing time is typically 5–10 business days, depending on your payment provider.

  • Shipping fees, customs duties, taxes, and insurance charges are generally non-refundable unless required by law.

7. Exchange Policy

We offer exchanges for eligible products subject to availability.

Exchange requests must:

  • Meet return eligibility requirements.

  • Be submitted within 30 days of delivery.

If the requested item has a higher value, the customer must pay the price difference.

If the replacement item has a lower value, the difference will be refunded.

8. Damaged, Defective, or Incorrect Products

If you receive:

  • A damaged item

  • A defective item

  • An incorrect product

Please contact us within 48 hours of delivery and provide:

  • Order Number

  • Photos of the item

  • Photos of packaging

We will review the issue and offer an appropriate resolution, including replacement, repair, store credit, or refund where applicable.

9. Order Cancellations

Before Production Begins

Orders may be canceled for a full refund before production or processing begins.

After Production Begins

For made-to-order or customized jewelry, cancellation may not be possible once production has started.

Please contact us as soon as possible if you wish to cancel an order.

10. International Returns

Customers returning products from outside India are responsible for:

  • Return shipping costs (unless the return is due to our error)

  • Customs documentation

  • Applicable duties or taxes imposed by local authorities

TRUE Lab Jewels is not responsible for customs delays during return shipments.

11. Missing Refunds

If you have not received your refund:

  1. Check your bank account.

  2. Contact your credit card provider.

  3. Contact your payment provider.

  4. Reach out to us at support@truelabjels.com if the issue persists.

12. Fraud Prevention

To protect our customers and business, TRUE Lab Jewels reserves the right to:

  • Refuse returns that do not comply with this policy.

  • Request identity verification for high-value orders.

  • Investigate suspicious return activity.

13. Contact Us

For any questions regarding returns, exchanges, or refunds, please contact:

TRUE Lab Jewels
📧 Email: support@truelabjewels.com
🌐 Website: https://truelabjewels.com

We are committed to ensuring a smooth and fair shopping experience for every customer.