Refund Policy
At Kiin Works, every piece is handcrafted with care, and we hope you love your jewellery. If something isn't quite right, we're here to help.
Requesting a Return
If you would like to return or exchange an item, please email info@kiinworks.com within 14 days of receiving your order.
To help us process your request quickly, please include:
- Your order number
- Proof of purchase
- A brief explanation of the reason for the return
- Clear photographs if your item is damaged or you believe it has a manufacturing fault
Please do not return an item before contacting us, as we'll provide instructions for the return process.
Return Eligibility
Because each piece is handcrafted to order, all return requests must be submitted within 14 days of delivery.
To qualify for an exchange or store credit, your jewellery must be:
- Unworn and unused
- In its original condition
- Returned in its original jewellery box and packaging (or packaging offering equivalent protection)
- Free from scratches, damage or signs of wear
Unfortunately, we cannot accept returns that fall outside the 14-day return period.
Refunds
A refund will only be considered if:
- Your item arrived damaged during manufacture or packaging.
- Your item has a verified manufacturing defect.
- We have accidentally sent you the incorrect item.
Once your jewellery has been received and inspected by our team, we'll notify you whether your refund has been approved.
Approved refunds apply to the purchase price of the item only. Original shipping charges are non-refundable unless the return is due to our error.
Refunds will be processed using your original payment method.
Exchanges & Store Credit
If you've changed your mind, eligible items may be returned in exchange for store credit equal to the purchase price of your jewellery.
Store credit excludes shipping charges.
What Is Not Considered a Manufacturing Fault
Because every Kiin Works piece is individually handcrafted, slight variations are part of the beauty and uniqueness of handmade jewellery.
The following are not considered manufacturing faults:
- Minor variations in texture, finish or colour
- Normal wear and tear
- Scratches from everyday use
- Tarnishing caused by perfumes, lotions, chemicals, swimming pools or improper storage
- Damage caused by accidental impact, dropping or misuse
- Bent components resulting from excessive force
- Knotted, stretched or broken chains caused during wear
Items That Cannot Be Returned
For hygiene and custom manufacturing reasons, we cannot accept returns or exchanges on:
- Earrings
-
Sale or clearance items
- Gift cards
Chain Repairs
Chains are delicate by nature and should be handled with care.
Broken chains caused through wear, accidental damage or improper handling are not covered under our returns policy.
Returning Your Jewellery
Customers are responsible for packaging returned jewellery securely to prevent damage during transit.
We recommend using a reputable courier service that provides tracking and insurance, as Kiin Works cannot be held responsible for parcels that are lost or damaged while being returned.
If you would prefer us to arrange collection, we can do so and simply invoice you for the courier cost.
Return Shipping Costs
If your return is due to a manufacturing fault or because we sent the wrong item, Kiin Works will cover the reasonable cost of return shipping.
For all other returns or exchanges, return shipping costs remain the responsibility of the customer.
Refund Processing
Once your returned jewellery has been received and approved, we'll process your refund within 14 business days.
Please note that banks and payment providers may require additional processing time before the funds appear in your account.
If you haven't received your refund after this period, please contact us and we'll gladly assist.
Questions?
If you have any questions about our Returns & Exchanges Policy, please contact us at info@kiinworks.com and we'll be happy to help.