Refund & Cancellation Policy

Cancellation eligibility is determined from the policy snapshot attached to the order. Unless the order shows a different rule, cancellation requests should be submitted within 72 hours of purchase and before irreversible production or fulfilment work begins. Submitting a request does not itself cancel an order; Brilliaura will confirm the outcome.

Unless the order-specific policy provides a longer period, return requests should be opened within 24 hours after recorded delivery. Use the return flow in your account or the secure guest-order link supplied with the order. The order screen is authoritative for the available request types and deadlines.

Items must be returned in the condition received with certificates, security tags, packaging, and included accessories. Engraved, personalised, resized, worn, damaged, or altered pieces may be ineligible or may require individual review. Hygiene, fraud-prevention, and mandatory consumer-law exceptions may also apply.

Do not send jewellery without an approved return request and the supplied instructions. Returned items are inspected for product identity, serial or certificate details, condition, stones, and packaging. Brilliaura records the inspection before approving an exchange, service outcome, or refund.

Approved refunds are issued to the original payment method unless applicable law requires another method. Shipping, duties, taxes, resizing, personalisation, or service charges are refunded only where the order policy or applicable law requires it. Banks and payment providers control how long an approved refund takes to appear.

Available after-sales options depend on the product, order policy, and inspection. A return request may result in a size exchange, product exchange, repair, warranty assessment, store-approved remedy, or refund. Any price difference or non-covered service charge is disclosed before work proceeds.

Nothing in this policy limits rights that cannot legally be excluded. Where mandatory consumer law gives you a longer cancellation period, a remedy for faulty goods, or another protection, that law prevails.

Open the order from your account or secure guest-order link, or contact support with the order number. Never include full payment-card details in a return or cancellation message.