Refund policy

At Roquaryy, every piece of jewellery is handcrafted using natural crystals and gemstones. This policy explains what to expect if you need to cancel an order, return or exchange a piece, or report a problem with your delivery.

Natural Variation

Because our crystals and gemstones are naturally sourced, no two pieces are exactly alike. You may notice slight differences in size, colour, tone, inclusions or shape compared with the product photos. These are natural characteristics of the stone, not defects, and are not grounds for a return, exchange or refund.

All stones used in our jewellery are authentic and certified.

Order Cancellations

You can cancel an order within 48 hours of placing it by emailing support@roquaryy.com with your order number.
Cancelled prepaid orders are refunded in full to the original payment method.
Cash on delivery orders that are cancelled in time do not need a refund, as no payment has been made.
After 48 hours, orders move into processing and packing and cannot be cancelled.

Returns and Exchanges

You may request a return or exchange within 7 days of delivery. To be eligible, the item must be:

Unused and unworn
Undamaged
Returned in its original packaging, with all original tags and any certificate that came with it

You can choose either a refund to your original payment method or an exchange. Exchanges can be for the same piece or a different one, subject to availability. If the new piece costs more, you pay the difference. If it costs less, we refund the difference to your original payment method.

For returns and exchanges that are not due to damage, a defect or an incorrect item, return shipping is at your cost and the original shipping charge is not refundable. Please use a trackable shipping service, as we cannot take responsibility for parcels lost on the way back to us.

Items That Cannot Be Returned or Exchanged

Earrings, for hygiene reasons
Products purchased during a sale
Items showing any signs of wear or use
Items damaged through improper handling, wear and tear or negligence
Items altered, resized or repaired by anyone other than Roquaryy after purchase
Requests made after the 7-day return window

These exclusions do not apply if your item arrives damaged, defective or incorrect. Those cases are covered in the next section.

Damaged, Defective or Incorrect Items

Crystals are delicate, and we take great care in packing every order. Occasionally, damage can still happen in transit. If your item arrives damaged, defective or is not what you ordered:

Report it within 48 hours of delivery, by emailing support@roquaryy.com.
Include clear photos or a video of the item and its packaging, including the shipping label, along with your order number and contact details.
We strongly recommend recording a video while opening your parcel. Claims without photo or video proof cannot be accepted.

Once your claim is verified, we will send a replacement of the same item or issue a full refund, whichever you prefer. If a replacement is out of stock, you may choose another piece of equal value or a full refund. For verified claims, we cover the cost of returning the item, and the original shipping charge is included in any refund.

Damage reported after 48 hours, or damage that occurs after delivery through wear, use or handling, is not covered.

How to Request a Return, Exchange or Refund

Within 7 days of delivery (or 48 hours for damaged, defective or incorrect items), email support@roquaryy.com. Include your order number, name, contact details and the reason for your request.
We will review your request and email you with instructions and our return address. Please do not send an item back before your request is approved, as unapproved returns may not be accepted.
Once approved, ship the item back to us within 7 days, securely packed in its original packaging.
When we receive the item, it goes through a quality check. If it meets the conditions in this policy, we process your refund or exchange. If it does not, we will let you know and send the item back to you.

Refunds

Refunds are processed within 7 to 10 business days after the item passes our quality check, or after a damage claim is approved.
Refunds are credited to the original payment method. Your bank or card provider may take a few additional days to show the amount.
For cash on delivery orders, refunds are made by bank transfer. We will email you to collect your bank details.
Original shipping charges are refunded only for cancelled orders and for verified damaged, defective or incorrect items.