REFUND & EXCHANGE POLICY

1. Eligibility for Returns & Exchanges

A return or exchange may be accepted if:

• You received a damaged product.
• You received an incorrect product.
• The product has a confirmed manufacturing defect.
• The product received is materially different from the product ordered.

2. Unboxing Video Requirement

For damaged, incorrect, or defective orders, customers are strongly advised to record a continuous unboxing video from the time the package is sealed until the product is fully removed and inspected.

The video should clearly show:

• The unopened package
• Shipping label
• Condition of the package
• Product after opening
• Any damage or defect

An unboxing video may be required to verify damage or an incorrect item.

3. Customized Jewelry

Customized and personalized jewelry is made according to the customer’s specific requirements. Therefore, customized or personalized jewelry is generally non-returnable and non-exchangeable once production has started.

This includes products customized according to:

• Customer-selected design
• Ring size
• Gemstone selection
• Engraving
• Special measurements
• Other personalized requirements

However, if a customized product has a confirmed manufacturing defect or an error was made by Elora by Huma – Shine & Scents, we will review the issue and provide an appropriate solution.

4. Natural Gemstones

Natural gemstones are unique products and may naturally vary in:

• Color, pattern, and clarity
• Inclusions, texture, and shape
• Overall visual appearance

Such natural variations are not considered defects and generally do not qualify for a return or exchange. Slight differences between product photographs and the actual gemstone may occur because of lighting, photography, and screen settings.

5. Perfumes

For hygiene and safety reasons, opened, used, sprayed, or tampered perfume products are not eligible for return or exchange.

If you receive a damaged, leaking, or incorrect perfume, please contact us within 48 hours of delivery with supporting photographs and/or an unboxing video.

6. Items Not Eligible for Return or Exchange

The following items are generally not eligible for return or exchange:

• Customized or personalized jewelry
• Products made according to specific customer requirements
• Used or worn jewelry
• Damaged products caused by customer misuse or improper handling
• Perfumes that have been opened, used, or sprayed
• Products returned without their original packaging
• Products damaged after delivery due to improper use
• Products returned without prior approval from Elora by Huma – Shine & Scents

7. Conditions for Eligible Returns

For an eligible return or exchange:

• The product must be unused and in its original condition.
• Original packaging should be included.
• Tags, certificates, cards, or accessories supplied with the product should be returned where applicable.
• The product must not show signs of wear, alteration, washing, damage, or misuse.
• The customer must contact us before sending the product back.

Do not send any product back without receiving return instructions from us.

8. Exchange Process

1. Contact us with your order number and details of the issue.
2. Provide photographs/videos if requested.
3. Our team will review the request.
4. If approved, we will provide return instructions.
5. Once the returned product is received and inspected, an exchange will be processed where applicable.

Exchange is subject to product availability. If the replacement product is unavailable, we may offer an alternative solution.

9. Refunds

Refunds will only be issued where the return is approved and a refund is applicable under this policy. Once the returned product has been received and inspected, we will inform you whether the refund has been approved.

Approved refunds may be processed through the applicable payment method or another mutually agreed method. The time required for the refund to appear may depend on the payment provider or financial institution.

10. Shipping Charges

Original delivery charges are generally non-refundable unless the return is due to an error by Elora by Huma – Shine & Scents or a confirmed defective/incorrect product.

If a return or exchange is approved because we sent an incorrect or defective product, we will provide appropriate instructions regarding the return shipping. For customer-requested returns or exchanges, where permitted, the applicable shipping charges may be the responsibility of the customer.

11. Damaged or Incorrect Orders

If your order arrives damaged or contains an incorrect product, please contact us within 48 hours of receiving the package. Please provide:

• Order number
• Photographs of the package and product
• Unboxing video, if available
• A brief description of the issue

We will review the information and determine the appropriate solution.

12. Order Cancellation

Cancellation requests should be made as soon as possible after placing an order. Once an order has been processed, dispatched, customized, or put into production, cancellation may no longer be possible.

Customized orders cannot generally be cancelled once production has started.

13. Return Address

Customers should not send products to any address without receiving confirmation and return instructions from Elora by Huma – Shine & Scents. The return address and shipping instructions will be provided only after the return request has been reviewed and approved.