Refund policy

No Returns Policy

Due to the high value, collectible nature, and vulnerability to fraud (e.g. part-swapping or gemstone replacement), we do not accept returns or offer refunds — except in the limited circumstances outlined below.

We strongly encourage all buyers to carefully review each listing, including photographs, measurements, and descriptions, before placing an order.

Exceptions

1. Damage in Transit

If your item arrives clearly damaged due to shipping, you must notify us within 48 hours of delivery and provide unedited video evidence of the unboxing as proof. This allows us to file claims with our shipping partners and validate the incident.

2. Wrong Product Received

If the product you receive does not match the description of the item you ordered (e.g. different SKU, metal, or gemstones), you must notify us within 48 hours of delivery and provide unedited video evidence of the unboxing showing the mismatch.

No refunds will be granted for reasons such as (but not limited to) change of mind, personal preference, or incorrect sizing.

Identity Verification Requirement for Returns

To protect against fraud and unauthorized claims, especially for high-value items, JWL may request additional identity verification from customers initiating a return or issue report. This may include a valid government-issued ID (e.g. passport or national ID card). This information will be used solely for verification purposes and handled in compliance with our Privacy Policy.

Refusal to provide verification may result in the denial of a refund, particularly in cases where tampering or substitution is suspected.

Important Notice for EU Consumers

If you are based in the European Union and qualify as a consumer under EU law, you may have the statutory right to withdraw from your online purchase within 14 days of receiving your item, for any reason.

To exercise this right, you must a) notify us within 14 days of delivery; b) you must return the item at your own expense using a tracked and insured courier service; c) the item must be returned in the same condition it was received

All returned items will undergo independent re-authentication. If the item is found to be altered, damaged, or tampered with, we reserve the right to deduct a proportionate amount or refuse the refund in cases of suspected fraud.

We may request a valid form of identification (e.g. passport) to verify the return claim. This information will be handled securely in accordance with the EU General Data Protection Regulation (GDPR) and deleted after the return is processed. You have the right to object to this processing, but in such cases, we may not be able to complete the return if we cannot verify your claim.

Please note that these statutory rights apply only to eligible consumers under EU law. They do not apply to businesses or professional buyers.

Final Notes

This policy does not override any mandatory consumer protections that may apply in your jurisdiction. Where local law provides rights that cannot be waived, this policy will be interpreted in accordance with those legal requirements.

If you are unsure or uncomfortable with the limitations of this policy, we respectfully recommend not proceeding with a purchase through JWL.

Last updated: June 4, 2025