Return & Refund Policy — PocketStone
At PocketStone, your satisfaction means everything to us.
We carefully curate imitation jewellery that looks premium, feels comfortable, and fits seamlessly into your lifestyle — and we want every purchase to feel just right.
If something isn’t as expected, we’re here to help 💛
10-Day Return Policy
You can raise a return request within 10 days of receiving your order if:
✔ The product arrives damaged, or
✔ The product is not as expected (incorrect size, wrong item, or significantly different from the description)
Because we are a small and growing business, returns are currently only accepted for the above reasons — but we will always listen and do our best to help.
How to Raise a Return Request
To request a return, simply contact us through:
📩 Email — available on our Contact Us page
💬 WhatsApp — available on our Support page
Please share:
• Your order ID
• A short description of the issue
• Clear photos/videos of the product
This helps us resolve things quickly and smoothly.
Return Process
1️⃣ Contact us within 10 days of delivery
2️⃣ Our team will review your request
3️⃣ If approved, you will be asked to ship the product back to us
4️⃣ Once we receive and inspect the item,
5️⃣ Your refund will be processed within 3–4 business days
(Processing time may vary depending on your payment provider)
Condition for Accepted Returns
To be eligible, the item must:
• Be returned with original packaging
• Not be intentionally damaged or heavily used
• Match the order details shared
We reserve the right to decline returns that do not meet these conditions.
Who Pays Return Shipping?
Currently, customers are responsible for the return shipping cost.
We recommend using a trackable courier service, as we cannot guarantee returns lost in transit.
Shipping fees are non-refundable.
Refund Method
Approved refunds will be issued only to the:
• Original payment method used at checkout
Refund reflection time depends on your bank/payment gateway.
Non-Returnable Items
For hygiene and safety reasons, we currently do not accept returns for:
• Items showing signs of wear & tear
• Customised or personalized products
• Free gifts or promotional items
Damaged or Wrong Product?
This is our responsibility — and we’ll make it right 🌿
Please contact us immediately so we can help.
Exchange Policy
At this stage, we do not offer direct exchanges.
You may return an eligible product and place a new order.
Proof of Purchase
A valid order reference is required to process returns.
Need Help?
We’re always here for you 💌
If you have questions about returns or refunds:
📩 Email — via Contact Us
💬 WhatsApp — via Support Page
We truly appreciate your trust as a growing brand — and we promise to support you every step of the way.