At Sosaan Jewellery we take great pride in our handcrafted jewellery and hope that you love your purchase.
Due to the nature of our products, we do not offer refunds. Please carefully review the details below regarding returns, exchanges, and our policy on refunds.
1. No Refunds Policy
As all our jewellery is made with care and precision, we do not accept returns or offer refunds for change of mind, sizing issues, or other personal preferences.
Due to hygiene reasons, we cannot offer refunds on any jewellery products once they have been worn or handled, especially earrings and other body-contact items. Once an item is worn, it can no longer be guaranteed to meet our hygiene standards for resale, and therefore, we do not accept returns or refunds for worn jewellery.
We encourage you to carefully review your order before purchasing to ensure satisfaction with your selection. However, we are happy to assist you with exchanges or issues regarding damaged or defective items, as detailed below.
Please ensure that you are happy with your selection before completing your purchase.
Refunds will not be issued under the following circumstances:
• Incorrect or outdated delivery addresses provided by the customer.
• Loss or misplacement of items due to selecting a safe delivery or collection option.
• Items that are damaged by the customer or returned in a damaged condition.
• Sizing issues – we strongly advise reviewing our size guides before purchasing.
• Returned products that show signs of use or damage.
• Items that have been worn or accidentally damaged. Please note that fashion jewellery is susceptible to tarnishing or wear over time, which is not considered a defect.
• Minor variations in colour or design – as all products are handmade and feature natural stones, slight differences from website images may occur.
• Non-faulty or undamaged jewellery items.
• Pre-order items, as they are made to order and cannot be canceled or returned.
• Slightly bent earring stems – these are intentionally crafted from softer material for flexibility and are not considered defective.
For international orders, if a delivery is refused, no returns or refunds will be processed. Such items are typically destroyed by the shipping company. If returned to the sender, significant return costs (over £120) will either be deducted from the original payment along with the initial shipping cost, or if the order value is low, the item may be left for disposal by the shipping company.
2. Defective or Damaged Items
In the unlikely event that you receive a defective or damaged item, we will be happy to exchange it or issue a repair, depending on the situation. Please contact us within 5 days of receiving your order with clear photos of the defect or damage, and we will assist you in resolving the issue.
3. Exchanges
We are happy to offer exchanges on jewellery that is unused and in original condition (unworn, undamaged, and in the original packaging) within 5 days of receiving the item. The buyer is responsible for the cost of return shipping. The exchange can be for a product of equal value.
• Custom or personalized jewellery cannot be exchanged, unless faulty.
4. Custom or Personalized Orders
Please note that custom-made or personalized jewellery is final sale, and we cannot offer exchanges or refunds on these items, unless they are defective or damaged.
5. Return Shipping
If an exchange or a return of a defective item is approved, return shipping costs are the responsibility of the customer, unless otherwise agreed. We recommend using a tracked and insured shipping method to ensure that the item reaches us safely.
6. Order Changes
We are unable to make changes to an order once it has been placed and processed. Please double-check your order details, including size and customization options, before submitting.
7. Customer Service
We are committed to ensuring your satisfaction and are here to assist you with any questions or concerns. If you have any queries regarding your order or the items you’ve purchased, please feel free to reach out to us:
