Refund policy

Welcome to KOKUM. Every piece we create is handcrafted with care and attention to detail. Since our jewellery is made in small batches or to order, slight variations in colour, texture or finish are part of its handmade nature and not considered defects.

We aim for you to love every purchase. However, if you’ve received something that isn’t quite right, here’s how we can help:

Eligibility

• • Exchanges are eligible only for items that are defective or damaged on delivery, or where the wrong product was delivered.
    
    

  • Products must be unused, unworn, with original packaging intact, tags and accessories included.
    
    

  • Items that have been worn, resized, cleaned, altered, or damaged by misuse are not eligible.
    
    

  • Items purchased on sale / clearance / at special pricing may have separate policy (e.g., “Unless a wrong/broken/damaged/poor condition piece has been shipped … we do not accept exchange or return of discounted products”

  • International orders are not eligible for returns or exchanges)
    
    

  • Responsibility lies with the customer for shipping insurance of return parcel (especially for high value items).
    
    

  • Sale or discounted items are final sale and not eligible for return.
    
    

  • Items must be unused, unworn, and returned with all original packaging, tags, and accessories intact.

Care & Maintenance Policy

• For manufacturing defects (loose stones, broken clasps)—we may offer a repair service within [12 months] of purchase (or choose your timeframe). We will review on a case-by-case basis.
  
  

• The warranty does not cover damage caused by misuse, neglect, improper storage, accidental damage, or alteration by a third party.
  
  

• For wear-and-tear (especially plating loss or normal tarnishing) the customer may choose to pay for re-plating or polishing after the initial warranty period.

•  We guarantee against manufacturing defects for a period of [6 months] from purchase. This does not cover damage caused by misuse, wear and tear, improper care/storage, or alterations made by third parties. Please retain your invoice and any certificate of authenticity for service claims.
  
  

Care & Maintenance
To keep your piece looking its best:

• Avoid exposure to water, sweat, chlorine, perfumes and cosmetics.
  
  

• Put on jewellery after applying makeup, perfume or hairspray.
  
  

• Remove jewellery before showering, swimming, exercising or cleaning.
  
  

• Store each piece in a soft pouch/box in a dry place away from direct sunlight and separate from other pieces.
  
  

• Please note: plating will naturally wear over time; this is not a manufacturing defect. We offer polishing/re-plating services on request (charges apply).

• To clean: use a soft, dry cloth after each wear; Avoid ultrasonic or chemical cleaners unless recommended.

Time Frame

• Please report any damage, defect, or incorrect item within 48 hours of receiving your order.
  
  

• Exchange requests (if applicable) must be raised within 7 days of delivery.
  
  

• Requests made after this period cannot be accepted.
  
  

Process

1. Contact our support team at shopkokum@gmail.com or WhatsApp 7982119817 with your order number, issue details, and clear photos of the product.
   
   

2. Once reviewed and approved, we’ll arrange a return pickup or guide you through the return process.
   
   

3. After inspection, we will:
   
   

• Replace the item (if available), or
  
  

• Issue a credit note valid for 12 months from the date of issue.
  
  

4. Refunds to the original payment method are not offered.

Important Notes

• Items showing signs of wear, damage, alteration, or improper handling are not eligible for return/exchange.
  
  

• Jewellery should be securely packed to avoid damage in transit.
  
  

• We reserve the right to deny any return that does not meet our policy guidelines.