1. Eligibility for Refunds

• Refunds are issued only for approved returns under the Return & Exchange Policy (within 7 days, unused, original packaging, with unboxing video).
• Refunds also apply to damaged, defective, or incorrect items reported within 48 hours of delivery.
• Refunds apply if an order is cancelled before dispatch or if a shipment is confirmed lost by the courier.

2. Non-Refundable Situations

• Custom-made or engraved jewelry.
• Items returned without an unboxing video.
• Items showing signs of use, damage caused by the customer, or missing original packaging/certificate.
• Change-of-mind requests made after the 7-day window.

3. Refund Method

• Refunds are issued to the original payment method used at checkout (card, bank transfer, or digital wallet).
• For Cash on Delivery (COD) orders, refunds are processed via bank transfer, so customers must provide accurate account details.

4. Refund Timeline

• Once a return/cancellation is approved, refunds are processed within 5–7 business days.
• Depending on the customer's bank or payment provider, it may take an additional 3–5 business days for the amount to reflect in their account.

5. Partial Refunds

• If only part of an order qualifies for return (e.g., multi-item order), a partial refund will be issued for the eligible item(s) only.
• If a discount/promo code was used, the refund amount will reflect the discounted price actually paid, not the original listed price.

6. Order Cancellations

• Orders can be cancelled free of charge before dispatch.
• Once an order has shipped, it can no longer be cancelled — customers must follow the standard Return process instead.

7. Failed Delivery / Refusal at Doorstep

• If a customer refuses delivery or is unreachable after multiple delivery attempts, the order will be returned to Arsheen. A refund will be issued minus any non-recoverable shipping/handling cost, unless the failure was due to a courier error.

8. Communication

• Customers will receive email/SMS/WhatsApp confirmation once a refund is initiated and again once it's completed.

9. Disputes

• If a customer disagrees with a refund decision, they may escalate the matter to Arsheen's support team for review before pursuing any external dispute (e.g., chargeback), in line with the Terms & Conditions.