Return and Refund Policy

Last updated: 10/05/2025

We want you to love your purchase. If you need to return an item, please follow the process below so we can help quickly and fairly.

1) What’s Eligible

A. 14-Day Returns (unworn, sealed)

You may return an item within 14 calendar days of delivery if:
- The security seal is intact (proof it hasn’t been worn).
- The item is unused, undamaged, in its original jewelry box and outer packaging, with all inserts/accessories.
Return shipping is paid by the customer for these discretionary returns.

B. 24-Hour Claims (damaged or incorrect item)

If your order arrives damaged or you receive the wrong item, email us within 24 hours of the delivery timestamp with required proof (see Section 2B).
For approved claims, we cover return shipping and offer replacement, refund to original payment method, or store credit (your choice if the item is in stock).

Items that arrive worn, with a broken/tampered seal, or outside the applicable window are not eligible.

2) How to Request a Return

Please email ezhiljewels.ca@gmail.com with the subject:

“Return – 14-Day – Order #XXXX” (for sealed/unworn returns), or
“Claim – Damaged/Incorrect – Order #XXXX” (for 24-hour claims)

Include the following in your email so we can locate your order fast:

For all requests:

Order number (from your Shopify order confirmation email)
Full name
Email used at checkout
Phone number
Item name/SKU
A short description of the issue/reason

Extra proof for 24-hour damaged/incorrect claims:

Unboxing video (continuous—no cuts/edits) or
Clear photos of the damaged/incorrect item, the intact/broken seal, inner packaging

We’ll review and reply with approval or next steps. If approved, you’ll receive the return address and (for store-fault cases) a prepaid label.

3) Shipping the Return

A. 14-Day Returns (customer pays for shipping)

Ship within 5 business days of approval.
Use a trackable service; keep your tracking number.
Pack the item securely in its original packaging, ensuring the seal is clearly visible and intact.
Insurance is recommended; risk of loss/damage in transit remains with the sender.

B. Damaged/Incorrect Claims (Ezhil pays for shipping)

Use the prepaid label we provide.
Ship within 5 business days of receiving the label.
Pack securely with all original packaging and inserts.

The return address and any reference details will be provided in your approval email. Returns sent without prior approval may be rejected.

4) Outcomes: Refunds, Store Credit, or Replacement

Once we receive and inspect the item:

Approved 14-Day Returns (sealed/unworn)
Choose refund to original payment method or store credit.
(If a direct exchange is preferred and stock allows, we can process it as a replacement.)
Approved Damaged/Incorrect Claims (24-hour)
Choose replacement, refund to original payment method, or store credit.

Processing time: We aim to complete inspection and issue the refund/credit within 5–10 business days of receiving the return. Your bank or card provider may take an additional 5–15 business days to post the refund.

Shipping fees (Standard or Express) are non-refundable.

5) Cancellations

You can request cancellation before your order is processed for shipment by emailing ezhiljewels.ca@gmail.com with your order number and reason.
If we can intercept the order, we’ll cancel it. Store credit is issued for approved pre-fulfillment cancellations.
Once an order has shipped, it cannot be cancelled. If eligible, you may use the 14-Day Return process after delivery.
Custom/made-to-order items cannot be cancelled.

6) Non-Eligible Reasons

We cannot accept returns for:

Broken/tampered seal or any sign of wear/use.
Returns after the 14-day window (or damage claims after 24 hours).
“Changed my mind” after wearing/trying the item.
Delivery delays caused by the courier or missed event dates.
Incorrect/incomplete addresses, PO boxes (where not supported), refused/unclaimed packages.
Minor variations in color/finish due to lighting or screen settings.
Normal artisanal characteristics (e.g., slight polish marks, tiny stone alignment differences).

7) Quality Control & Evidence

Each item is inspected, recorded, and sealed before shipping.
For damage claims, the unboxing video helps us resolve quickly and fairly.

8) Additional Notes

Minor transit issues (e.g., slightly bent back chain or rope) are not considered defects.
Earring stems may be intentionally bent slightly during packing to reduce breakage in transit; this is not considered damage.
A back rope may be provided as a complimentary accessory.
- If no back chain was purchased, back rope omissions or damage are not covered as defects.
- If you need a replacement back rope, let us know when placing your next order and we’ll include one as a courtesy.
Please store jewelry in a dry place and avoid water, perfumes, and lotions to preserve plating and stones.

9) Questions or Help

House of Ezhil Inc.
📧 ezhiljewels.ca@gmail.com

Head Office Address: 28 Trailview Terrace. Scarborough, ON, Canada, M1B 6H3