Refund policy

At Palmona, operated by Arshiya Fashion, customer satisfaction is important to us. We carefully inspect and pack every order before dispatch. If you receive a damaged, defective, incorrect, or otherwise eligible product, our team will assist you with an appropriate resolution in accordance with the policy below.

Please read this Return, Exchange & Refund Policy carefully before placing an order through www.palmona.jewels.com .

1. Return Policy

We currently do not accept returns for change of mind, personal preference, dislike of the product, or accidental ordering. Personalized items are non-returnable.

Eligible products may qualify for an exchange, replacement, or other resolution only in the circumstances mentioned in this policy.

2. Exchange & Replacement Eligibility

You may request an exchange, replacement, or resolution if:

• The product received is damaged.
• The product received is defective.
• You receive a wrong product.
• You receive the wrong colour, design, or variant compared with your confirmed order.
• There is a size issue on a product that is offered in selectable sizes, subject to availability.
  

Eligible requests must be raised within 7 days from the date of delivery.

3. Conditions for Exchange or Replacement

To qualify for an exchange, replacement, or other approved resolution, the product must, where applicable:

• Be unused and unworn.
• Be in its original condition.
• Include the original packaging.
• Include all accessories, components, certificates, or complimentary items supplied with the order.
• Not show signs of misuse, alteration, accidental damage, or improper handling.

Products returned without the original packaging or with signs of use, damage, alteration, or missing components may not be eligible for exchange or replacement.

5. Items Not Eligible for Return or Exchange

The following products or situations are generally not eligible:

• Products for change-of-mind reasons.
• Products showing signs of wear or use.
• Products damaged after delivery due to improper handling.
• Products altered, repaired, resized, or modified by the customer or a third party.
• Products returned without required packaging or components.
• Requests raised after the applicable 7-day period.
• Products damaged due to exposure to water, perfume, chemicals, moisture, or improper storage.
• Items clearly marked as non-returnable or final sale on the product page before purchase.

6. Unboxing Video & Supporting Evidence

We strongly recommend recording an unboxing video while opening your parcel, particularly for damaged, missing, defective, or incorrect-product claims.

Depending on the issue, our support team may request:

• Clear photographs of the product.
• Photographs of the outer and inner packaging.
• An unboxing video, if available.
• Photographs showing the defect or damage.
• Your Order ID.
• A brief description of the issue.

Providing clear supporting information helps us review and resolve your request more efficiently.

7. Size Exchanges

Size exchanges are available only for products that are sold with selectable size options and are subject to stock availability.

The replacement product must be the same product unless otherwise approved by our support team.

8. Exchange Availability

All exchanges and replacements are subject to product availability.

If the same item or eligible replacement is unavailable, our support team may offer another suitable resolution depending on the circumstances of the order.

9. Refunds

Refunds are not provided for standard change-of-mind requests.

A refund may be considered if:

• The product received is damaged, defective, or incorrect.
• The issue has been reviewed and approved by our support team.
• An appropriate replacement or correction is not available.
• The order cannot otherwise be reasonably resolved.

Once an approved returned item has been received and inspected, we will notify you regarding the outcome of the review.

10. Refund Processing

Where a refund has been approved, it will be processed using the appropriate payment method based on the original transaction and the circumstances of the order.

After processing, the time taken for the amount to appear in your account may depend on your bank, payment provider, or payment method.

11. How to Raise an Exchange or Support Request

To request an exchange, replacement, or report an issue, please contact us within 7 days of delivery.

Email: care.palmona@gmail.com

Please include:

• Your Order ID.
• Your registered name and contact number.
• A brief description of the issue.
• Clear photographs of the product.
• Photographs of the packaging where relevant.
• An unboxing video, if available.

Please do not send any product back without first contacting our support team and receiving return or exchange instructions.

12. Reverse Pickup

Once an eligible request has been reviewed and approved, reverse pickup may be arranged where courier service is available.

Our support team will provide the necessary instructions after approving the request.

13. Self-Shipping

If reverse pickup is unavailable at your location, you may be requested to send the approved product to the return address provided by our support team.

Please do not self-ship a product before receiving confirmation and instructions from us.

14. Inspection of Returned Products

All returned products are subject to inspection after they are received by us.

Approval of a return request before pickup does not automatically guarantee final exchange, replacement, or refund approval.

If the product does not meet the eligibility conditions stated in this policy, the requested resolution may be declined.

15. Wrong or Missing Product

If you receive a product different from the one you ordered or an item is missing from your shipment, please contact us within 7 days of delivery.

Provide your Order ID and relevant photographs or video so that our team can verify the issue and provide an appropriate resolution.

16. Damaged Product

If an item arrives physically damaged during transit, please contact us promptly after delivery.

Keep the original packaging and product safely until the issue has been reviewed by our team.

18. Contact & Business Information

For return, exchange, replacement, refund, or order-related support, please contact us using the details below: