Return & Refund Terms
Last Updated: 18 August 2026
# OneRoof Jewels Refund Policy
## 1. General Policy
OneRoof Jewels operates as a B2B sourcing platform connecting jewellery retailers with independent manufacturers. As most products are made-to-order and may involve customization, refunds are subject to the conditions outlined below.
## 2. Order Confirmation
* Products added to the cart are not considered confirmed orders.
* An order becomes confirmed only after final specifications, pricing, and payment terms are mutually agreed upon.
* Once an order is confirmed and production has commenced, it is generally not eligible for cancellation or refund.
## 3. Advance Payments
* Advance payments made for confirmed orders are non-refundable once production has started.
* If production has not commenced, refund requests may be reviewed on a case-by-case basis and may be subject to administrative or processing charges.
## 4. Customized & Made-to-Order Jewellery
* Customized, personalized, or specially manufactured products are not eligible for refunds or returns.
* Any modifications requested by the customer after order confirmation may result in additional charges and revised delivery timelines.
## 5. Damaged or Incorrect Products
If a product is received in a damaged condition or does not match the confirmed order specifications:
* The issue must be reported within 48 hours of delivery.
* Supporting photographs, videos, and relevant documentation may be required.
* Upon verification, OneRoof Jewels will coordinate with the manufacturer to provide an appropriate resolution, which may include repair, replacement, or refund where applicable.
## 6. Quality Concerns
All products undergo quality inspection before dispatch. Claims regarding quality issues must be supported by evidence and will be subject to review by the respective manufacturing partner and OneRoof Jewels quality team.
## 7. Refund Processing
* Approved refunds will be processed through the original payment method unless otherwise agreed.
* Refund processing may take 7–14 business days after approval, depending on banking and payment service provider timelines.
## 8. Shipping & Logistics
Shipping, insurance, handling, and other logistics charges are generally non-refundable unless the refund is due to an error attributable to OneRoof Jewels or its manufacturing partners.
## 9. Market-Linked Pricing
As jewellery pricing is linked to fluctuating precious metal rates, changes in market prices after order confirmation shall not constitute grounds for cancellation or refund.
## 10. Contact for Refund Requests
For refund-related inquiries or claims, customers should contact their assigned sales representative or the OneRoof Jewels support team with complete order details and supporting documentation.
## 11. Policy Updates
OneRoof Jewels reserves the right to modify this Refund Policy at any time. Continued use of the platform constitutes acceptance of the latest version of this policy.
## 1. General Policy
OneRoof Jewels operates as a B2B sourcing platform connecting jewellery retailers with independent manufacturers. As most products are made-to-order and may involve customization, refunds are subject to the conditions outlined below.
## 2. Order Confirmation
* Products added to the cart are not considered confirmed orders.
* An order becomes confirmed only after final specifications, pricing, and payment terms are mutually agreed upon.
* Once an order is confirmed and production has commenced, it is generally not eligible for cancellation or refund.
## 3. Advance Payments
* Advance payments made for confirmed orders are non-refundable once production has started.
* If production has not commenced, refund requests may be reviewed on a case-by-case basis and may be subject to administrative or processing charges.
## 4. Customized & Made-to-Order Jewellery
* Customized, personalized, or specially manufactured products are not eligible for refunds or returns.
* Any modifications requested by the customer after order confirmation may result in additional charges and revised delivery timelines.
## 5. Damaged or Incorrect Products
If a product is received in a damaged condition or does not match the confirmed order specifications:
* The issue must be reported within 48 hours of delivery.
* Supporting photographs, videos, and relevant documentation may be required.
* Upon verification, OneRoof Jewels will coordinate with the manufacturer to provide an appropriate resolution, which may include repair, replacement, or refund where applicable.
## 6. Quality Concerns
All products undergo quality inspection before dispatch. Claims regarding quality issues must be supported by evidence and will be subject to review by the respective manufacturing partner and OneRoof Jewels quality team.
## 7. Refund Processing
* Approved refunds will be processed through the original payment method unless otherwise agreed.
* Refund processing may take 7–14 business days after approval, depending on banking and payment service provider timelines.
## 8. Shipping & Logistics
Shipping, insurance, handling, and other logistics charges are generally non-refundable unless the refund is due to an error attributable to OneRoof Jewels or its manufacturing partners.
## 9. Market-Linked Pricing
As jewellery pricing is linked to fluctuating precious metal rates, changes in market prices after order confirmation shall not constitute grounds for cancellation or refund.
## 10. Contact for Refund Requests
For refund-related inquiries or claims, customers should contact their assigned sales representative or the OneRoof Jewels support team with complete order details and supporting documentation.
## 11. Policy Updates
OneRoof Jewels reserves the right to modify this Refund Policy at any time. Continued use of the platform constitutes acceptance of the latest version of this policy.
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Need help with a return or refund?
Contact our Returns Desk at support@oneroofjewels.com | Call: 98765 43210