✦ Policy
Return Policy
Last updated: June 2025
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Unboxing video is mandatory. To be eligible for any return, you must record a continuous, uncut video from the moment you open the package until you inspect the item fully. Returns without this video cannot be processed under any circumstance.
What We Accept
We take immense pride in the quality of every piece we send out. Returns are accepted only for items that arrive physically damaged — meaning the jewellery is broken, bent, or structurally defective due to transit or packaging failure.
What We Do Not Accept
- Change of mind or buyer's remorse
- Sizing issues (please refer to our size guide before ordering)
- Slight colour variations due to screen display differences
- Minor natural finish variations inherent to handcrafted pieces
- Items damaged after delivery (post-use damage, mishandling)
- Items reported after the 24-hour window
- Returns without an unboxing video
The 24-Hour Rule
All return requests must be raised within 24 hours of delivery. We strictly enforce this to ensure claims are genuine and traceable. Once 24 hours have passed from the time of delivery (as shown in the courier tracking), we are unable to process any return.
How to Raise a Return
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1
Record your unboxing video
Start recording before you open the package. Keep it continuous and unedited. Show the shipping label, packaging, and every part of the item clearly.
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2
Contact us within 24 hours
Reach out to us at minellajewels (Instagram DM) or via our Contact page. Include your order number and a brief description of the damage.
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3
Share the video and photos
Send the unboxing video and clear photos of the damaged item and packaging.
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4
We review and respond
Our team will review your claim within 1–2 business days and confirm next steps — replacement or resolution.
Exchanges
We currently do not offer size or design exchanges. If your item is confirmed damaged, we will replace it with the same item (subject to availability) or offer store credit.
Refunds
Monetary refunds are issued only in cases where the damaged item cannot be replaced due to stock unavailability. Refunds, when applicable, are processed within 5–7 business days to the original payment method.