Refund Policy
Refund Policy
We want you to love your Elmara piece. If something isn't right, here's how our returns and refunds process works.
1. Return Window
You may return most items within 15 days of delivery for a full refund or exchange, provided the item is unworn, unaltered, and in its original packaging with all tags and certification intact.
2. Items That Cannot Be Returned
- Custom or made-to-order pieces, including bespoke engagement rings.
- Engraved or personalised items.
- Items showing signs of wear, resizing, or alteration.
- Items returned without their original certificate or packaging.
3. How to Start a Return
To initiate a return, contact our support team at care@elmara.com with your order number and reason for return. We'll provide a prepaid return shipping label and instructions for securely packaging your piece.
4. Refund Processing
Once we receive and inspect your returned item, we'll notify you of the approval status of your refund. Approved refunds are credited to your original payment method within 7-10 business days. Shipping charges, where applicable, are non-refundable.
5. Exchanges
Need a different size or design? We're happy to arrange an exchange within the same 15-day window, subject to the same condition requirements as returns. Exchanges are processed once the original item is received and inspected.
6. Damaged or Defective Items
If your piece arrives damaged or with a manufacturing defect, contact us within 48 hours of delivery with photos of the item and packaging. We'll arrange a free replacement or full refund, including shipping costs, at no additional charge to you.
7. Lifetime Craftsmanship Warranty
All Elmara pieces are covered by a lifetime warranty against manufacturing defects in craftsmanship and setting. This warranty does not cover normal wear and tear, loss, theft, or damage caused by accident or misuse. Contact our team to arrange an inspection or repair.
8. Contact Us
For questions about a specific order, reach out through our Contact Us page or email care@elmara.com, and our team will be glad to help.