1. Eligibility for Returns and Refunds

We accept returns and provide refunds under the following conditions:

  • Products must be in their original condition. Jewelry must be unworn, undamaged, and in its original packaging.
  • Returns must be initiated within 3 days of receiving your order. After this period, we unfortunately cannot offer a refund or exchange.
  • Proof of purchase is required. Please provide your order confirmation or receipt for a smooth process.
  • Custom or personalized items are non-returnable, unless they are defective or damaged during shipping.

2. How to Initiate a Return or Refund

If you are eligible for a return, follow these steps:

  1. Contact Us: Send an email to esylanjewels@gmail.com within 3 days of receiving your product. Please include:
    • Your order number.
    • A description of the issue (damaged, incorrect item, or other reasons).
    • Photos of the item (if damaged or incorrect).
  2. Return Authorization: Once we receive your email, we will review your request and send you a Return Authorization (RA) number along with instructions on how to return the item.
  3. Return the Item: Ship the item back to us using a tracked and insured shipping service to the following address:
    • Esylan Jewels
      Kampala Business Center, Nairobi.
    Note: Shipping fees for returns are the responsibility of the customer unless the item is damaged or defective. We recommend that you retain your proof of return shipment for reference.
  4. Inspection and Approval: Once we receive the returned item, we will inspect it to ensure it meets our return conditions. If the item is in acceptable condition, we will process your refund.

3. Refund Process and Timeframe

  • Refund Method: Refunds will be issued to the original payment method used at the time of purchase.
  • Processing Time: We aim to process all refunds within 3-5 business days after receiving the returned item. Depending on your payment provider, it may take additional time for the funds to appear in your account.
  • Partial Refunds: In cases where items are returned in a condition that shows wear or damage (not due to shipping or manufacturing defects), we may issue a partial refund, reflecting the decrease in the product’s value.

4. Return Shipping Fees

  • No Cost for Damaged or Incorrect Items: If your item arrives damaged, defective, or incorrect, we will cover the return shipping costs.
  • Customer-Paid Shipping: If you are returning an item for any other reason (such as changing your mind or dissatisfaction), the return shipping cost will be at your expense.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at esylanjewels@gmail.com. We will request photos of the damage and provide instructions for returning the item. Upon receiving the returned item, we will :

  • Offer you a full refund, or
  • Send you a replacement item (if available).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

6. Contact Us

If you have any questions or need assistance with your return or refund request, please feel free to reach out to us:

7. Final Notes

By shopping with Esylan Jewels, you agree to our Refunds and Returns Policy. We reserve the right to update or modify this policy at any time, and any changes will be posted on this page. Please review the policy periodically.

Thank you for choosing Esylan Jewels. We hope you enjoy your jewelry, and we are here to assist you if anything goes wrong with your purchase.