Refund policy

At Inloev, we are committed to ensuring that you are completely satisfied with your jewellery purchase. We understand that sometimes things don’t work out, which is why we offer a hassle-free return and exchange process. If you need to return or exchange an item, we’re here to guide you through it with ease. Please take a moment to review the details of our policy below to ensure a smooth return experience.

Return & Exchange Eligibility

You have 14 days from the day you receive your order to request a return or exchange. To be eligible for a return or exchange, the item must be unworn, undamaged, and in its original condition. This includes the item being in its original packaging, with all tags and labels still attached and included. Any item that shows signs of wear or has been altered in any way, including engraving or resizing, will not be accepted for return or exchange. Additionally, we require proof of purchase, such as your order confirmation or receipt, to process any return or exchange requests. Please note that only one exchange is allowed per order.

Exclusions from Returns & Exchanges

Certain items are excluded from returns and exchanges due to their nature. This includes personalized, custom-made and bespoke pieces (such as engraved or made-to-order jewellery), which cannot be returned or exchanged. Earrings are also excluded from returns and exchanges due to hygiene reasons. Items purchased during sales or with promotional discounts are non-returnable and non-refundable, unless they are defective or incorrect.

How to Initiate a Return or Exchange

To initiate a return or exchange, please contact us within 14 days of receiving your jewellery by filling out the Return/Exchange Form on our website.

Once we receive your request, we will review the information and get back to you promptly.

After reviewing your request, we will send you a Return Authorization Number (RAN) and detailed instructions for how to return the item(s). It’s important that you write the Return Authorization Number (RAN) clearly on the outside of the return package. We may not be able to process your return without the proper RAN, so please ensure it is included.

You will be responsible for the return shipping costs, unless the item is defective or incorrect. We recommend using a trackable shipping service to ensure your return arrives safely. 

Please also ensure that the item is securely packaged in its original packaging to avoid any damage during shipping. After we receive your return, we will inspect the item to ensure it meets our return conditions. If the return is eligible, we will process the return or exchange.

Refund Policy

Once your return has been accepted, we will issue a refund in the form of store credits. Store credits will be provided as a voucher code, which you can use to offset your next purchase. Please note that we do not offer refunds via cash or credit card.

The store credit voucher will be issued within 7 business days after we receive and approve your returned item. Store credits are non-transferable and must be used within 1 year from the date of issuance.

If a refund is applicable, it will be processed within 7 business days. Depending on your payment provider and bank, it may take an additional 10-20 business days for the funds to appear in your account. For any further clarifications regarding your refund, please contact your bank or card issuer directly.

Exchanges

We do not offer 1-to-1 exchanges unless the item received is defective or incorrect. If you wish to exchange an item, you may return it, and we will issue store credits for the value of the returned item. You can then use these store credits to purchase a different item of your choice.

For example, if you received an item as a gift but would prefer a different piece from our collection, you may return it and receive store credits to choose another item.

Before requesting an exchange, please carefully review the Eligibility for Returns & Exchanges section to ensure your item qualifies for a return or exchange. Items that do not meet the eligibility criteria will not be accepted. All exchanges must be accompanied by a valid proof of purchase, such as an order confirmation email or receipt.

Customers will be responsible for all shipping costs associated with exchanges.

Defective or Incorrect Items

We're truly sorry for the inconvenience caused by receiving a defective or incorrect item.

If you receive a defective or incorrect item, please contact us within 48 hours of receiving the item. You can reach us by filling out the Return/Exchange Form with photos of the issue and your order number. We will cover the return shipping costs for defective or incorrect items. Upon inspection, we will offer a 1-to-1 exchange for the defective or incorrect item.

Order Cancellation

Once payment has been processed and your order is confirmed, we are unable to accept cancellations. However, items can be exchanged or refunded as store credits after you’ve received your order. For more details, please refer to our return and exchange eligibility section.

Shipping Responsibility & Return Conditions

We are not responsible for any returns lost during shipping. Therefore, we highly recommend that you use a trackable shipping service when returning items. If the item is damaged during the return shipping process due to improper packaging, we will be unable to accept the return or exchange. For international returns, customers are responsible for return shipping costs and may incur customs duties or taxes, which are non-refundable.

We are not responsible for any damages caused by the courier during transit. If the package arrives damaged due to mishandling by the shipping carrier, customers should file a claim directly with the courier service.