Client Care

Returns & Exchanges

Clear guidance for a considered shopping experience.

Last updated: 9 September 2026

At Poonam Agarwal, every piece is carefully crafted and inspected before dispatch. Because our jewellery is delicate and often made-to-order, we are only able to offer a return, exchange, or refund under the specific circumstances outlined below.

When We Accept a Return or Exchange

We accept a return or exchange only if:

  • The jewellery is received damaged or defective.
  • The customer receives a wrong or incorrect product.

Reporting a Damaged, Defective, or Incorrect Item

  • Reporting Window: Any damage or issue must be reported to us within 48 hours of delivery, at agarwalpoonam263@gmail.com.
  • Documentation Required: Your report must include clear photographs or videos of the product and its packaging, along with an unboxing video.
  • Do not send any item back to us before receiving confirmation and return instructions from our team.

What Is Not Eligible for Return or Exchange

  • Products that have been worn, used, altered, or damaged after delivery.
  • Customised or personalised jewellery, which is non-returnable and non-exchangeable.
  • Returns requested due to a change of mind, colour preference, design preference, or any other personal reason.
  • Gift cards and digital vouchers.

Note: These exclusions apply subject to statutory consumer rights that cannot be limited under applicable law.

We reserve the right to reject a return or exchange if the product does not meet the above conditions.

Refunds

  • Once approved, we will provide a replacement or refund, as applicable.
  • Refunds are processed to the original payment method only after the returned product has been received and inspected by our team.
  • Processing time for the refund to reflect depends on your individual card issuer or banking institution.

Exchanges

Exchanges are subject to inventory availability. If your requested replacement item is out of stock, we may offer store credit or a refund by mutual agreement instead.

Return Shipping

Once your return is approved, our team will provide return instructions and confirm any applicable pickup or courier arrangements. Please retain your courier receipt and tracking number until your return is confirmed.

Support & Related Information

Have additional questions or need assistance initiating a return?