Refund & Return Policy

Our returns, exchanges, and refund process, explained clearly.

1. Our Commitment

We want you to be genuinely happy with your purchase from Ashadi Jewellers. If something isn't right, we offer a fair and straightforward return or exchange process, subject to the conditions set out below.

2. Return & Exchange Criteria

• Items may be returned or exchanged within 10 days of the original purchase date, with proof of purchase.
• The item must be unworn, undamaged, and in its original condition, complete with all original packaging, tags, certificates, and any accompanying documentation.
• For online orders, the return window is calculated from the date of delivery, not the order date.

3. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded, except in case of a manufacturing defect:

• Custom-made or made-to-order jewellery crafted to your specifications.
• Items that have been resized, engraved, or otherwise altered at your request.
• Earrings and other items removed from sealed hygiene packaging, for hygiene reasons.
• Gold coins, once the security seal or packaging has been opened.
• Items marked as final sale or purchased during a clearance promotion.

4. Initiate a Return or Exchange

• Bring the item, original receipt/invoice, and any certificates to the showroom where it was purchased.
• For items purchased online, contact us via WhatsApp or the website with your order number before sending the item back.
• Our team will inspect the item to confirm it meets the conditions in Section 2 before processing a return, exchange, or refund.

5. Refund Method & Timeline

Where a refund has been approved in accordance with Ashadi Jewellers' Refund & Return Policy, the refund will normally be made using the same payment method used for the original purchase, subject to applicable banking, payment-provider, and legal requirements.

Refunds will be processed only after the returned jewellery has been received, inspected, and approved by Ashadi Jewellers.

Nothing in this policy is intended to exclude or restrict any statutory consumer right or remedy available under the laws of Sri Lanka.

6. Damaged, Defective, or Incorrect Items

If your jewellery arrives damaged, has a manufacturing defect, or you received the wrong item, please contact us within [NEEDS INPUT: number of days not specified in source] of receiving it. In these cases, we will offer a free repair, replacement, or full refund at no additional cost to you, including any delivery charges.

7. Exchanges

If you'd prefer a different size, design, or item instead of a refund, we're happy to arrange an exchange within the return window in Section 2. Any price difference between the returned item and the new item, reflecting the current day's gold rate, will be charged or refunded accordingly.

8. Old Gold Exchange & Buy-Back

This policy covers returns of items purchased from Ashadi Jewellers. If you wish to exchange or sell old gold jewellery (including pieces not purchased from us) toward a new purchase, please see our separate Gold Exchange & Buy-Back terms, or ask our showroom team for the current valuation process.

9. Custom & Handmade Orders

Because handmade and custom pieces (necklaces, rings, pendants, anklets, bracelets, bangles, and earrings) are crafted specifically for you, they are generally non-refundable once production has started, except where there is a manufacturing defect.

10. Return Shipping Costs

• Customers are responsible for return shipping costs, except where the return is due to our error.
• We recommend using a trackable, insured courier service when returning jewellery by post, as Ashadi Jewellers is not responsible for items lost or damaged in transit before they reach us.

11. Questions About This Policy

If you have any questions about a return, exchange, or refund, our team is happy to help — visit any Ashadi Jewellers showroom (Kaduwela, Negombo, or Galle), message us on WhatsApp, or contact us through ashadijewellers.com.