Return or Exchange

Satisfaction Guaranteed:

At Medina Jewellery, we prioritise your satisfaction with every purchase, ensuring the quality and craftsmanship of our products. Should your order fall short of expectations, rest assured, we're committed to making it right. Our courteous customer experience team stands ready to assist with returns and help you find precisely what you seek.

Initiating a Return:
You have 21 days from receiving your item to request a return. To qualify, your item must remain in its original, unworn or unused condition, complete with tags and packaging. Please retain your receipt or proof of purchase.

To commence a return, kindly contact us via email at customerservices@medinajewelleryth.net, utilise the live chat feature on our website, or reach out via WhatsApp on +66 838 23 9993 to obtain a Return Authorisation (RA) number. Please note, providing a photo of your product may be requested, particularly in cases of damage.

After contacting our customer experience department, you have 7 business days to return your item(s). Please bear in mind that return shipping costs are the responsibility of the customer, unless the return stems from an error on our part. Upon receipt of the returned item, we'll promptly process your refund or exchange.

Eligibility for Returns:
Certain items are ineligible for return or refund, including those purchased on sale, used, opened, damaged without original packaging, or lacking a receipt. Additionally, custom, personalised, or made-to-order items cannot be returned or refunded. All returns necessitate a Return Merchandise Authorisation (RA) number; items returned without this number will not qualify for refunds. If 21 days have transpired since receiving your items, regrettably, we cannot offer a refund or exchange.

Return Shipping Fees:
If returning an item due to our error or damage upon receipt, we will cover the return shipping fees. Upon receiving your returned item, we'll initiate the refund process.

Exchanging Items:
We only replace items if they are defective or damaged. You have 21 days from receipt of your item to exchange it, provided it is returned with its original packaging and receipt. Exchanges are subject to availability; if the desired item is unavailable, we will issue a refund for the purchase price.

Handling Damaged Items:
In the event of receiving a defective or damaged item, please notify our customer service team within 1-2 days of receipt. We will furnish instructions for returning the item for a replacement or refund. Submission of a photo of the product may be required.

Missing Items from Order:
Should any items be omitted from your order, please contact our customer experience team within 1-2 business days. We'll gladly arrange for the missing items to be replaced or initiate the refund process.

Refund Process:
Upon receiving the returned product, we will process your refund within 10-15 business days. Please allow additional time for the refund to reflect in your account, based on your bank's policies and regulations. For further information, please refer to our refund policy. 

Cancellation Policy:
We offer complimentary cancellation for orders pending shipment. Once an order has been dispatched, the customer assumes responsibility for shipping and handling fees associated with returns. Please note, personalised, custom-made, or made-to-order items cannot be cancelled once purchased.