Refund policy

Thank you for shopping with Purpello. We take pride in delivering quality jewelry to our customers and ensure each piece is carefully inspected before dispatch. Please read our Return & Refund Policy carefully to understand your rights and responsibilities as a valued customer.

General Policy

At Purpello, we do not accept returns or offer refunds for sold products under normal circumstances. Due to the delicate and personalized nature of jewelry, all sales are considered final.

However, we understand that exceptions may occur in rare cases. We offer refunds or replacements only under the following conditions:

Eligibility for Refund or Replacement

Refunds or replacements will be considered only if:

You receive a damaged product, or
You receive an incorrect item (i.e., different from what was ordered).

To be eligible for a refund or replacement, the following criteria must be met:

Unboxing Video is Mandatory:
A clear and unedited unboxing video is required as proof. This video must show the parcel being opened from the original sealed packaging, clearly displaying the issue (damage or wrong item).
Without this video evidence, we will not be able to process any refund or replacement request.
Timeframe:
You must notify us of the issue within 24 hours of delivery by emailing us at [insert your support email] or messaging us via our official customer support channel. Include your order number, the unboxing video, and a brief description of the issue.

Processing Time

Once your claim is verified and approved, your refund or replacement will be processed within 5–7 working days.

Refunds will be credited to your original method of payment.
Replacements will be shipped at no additional cost to you.

Cases Not Eligible for Refund or Replacement

We will not be able to offer refunds or replacements in the following situations:

No unboxing video provided as evidence.
Unboxing video is edited, unclear, or incomplete.
The product was damaged due to misuse or mishandling after delivery.
Minor color differences due to lighting or screen resolution (this does not qualify as a wrong product).
Change of mind after purchase.