Refund policy

At KWEENS, we want every order to reach you safely and in perfect condition. As our jewellery is a personal-use product, we do not offer returns, refunds, or exchanges once an order has been placed or delivered.

However, if your order arrives broken, damaged, or defective, we will be happy to provide a replacement after verification.

Damaged or Defective Products

If you receive a damaged, broken, or defective product, please contact us within 48 hours of delivery.

To be eligible for a replacement:

  • A complete 360° unboxing video is mandatory.

  • The video must be recorded continuously, starting before the package is opened.

  • The video should clearly show the unopened parcel, shipping label, packaging, and the product while it is being unpacked.

  • The video must be unedited and clearly show the condition of the package and product.

  • Clear photographs of the damaged or defective product may also be requested.

Once the submitted video and photographs are reviewed and the issue is approved by our team, we will arrange a replacement of the affected product.

No Return or Refund

KWEENS does not accept returns or provide refunds for:

  • Change of mind

  • Incorrect product selection

  • Personal preference

  • Colour or appearance preference

  • Sizing or fit preferences

  • Normal wear and tear

  • Damage caused after delivery

  • Improper handling, use, or care of the jewellery

Refunds are not provided for damaged or defective products. An approved claim will be resolved through replacement of the affected product, subject to product availability.

If the same product is unavailable, KWEENS will contact you regarding the available resolution.

Important

A replacement request without a valid 360° unboxing video may not be accepted.

All replacement requests are subject to verification and approval by KWEENS.

For any damaged or defective order, please contact our customer support team within 48 hours of delivery.