Refund policy
Kumara Shines – Returns & Refund Policy
Last updated: 11 August 2026
At Kumara Shines, every piece is carefully inspected and packaged before dispatch. We want you to receive your jewellery safely and in the condition described on our website.
This policy explains our returns, cancellations, refunds and our procedure for reporting damage or defects.
1. Your statutory rights
Nothing in this policy affects or limits any rights you have under applicable UK consumer law.
If an item is faulty, not as described, or does not meet the legal requirements applicable to consumer goods, you retain your statutory rights.
2. Change-of-mind cancellations and returns
For purchases made online, you generally have the right to cancel your order within 14 days of receiving the goods, without having to provide a reason, subject to applicable law and any applicable statutory exception.
If you wish to cancel your order, please contact Kumara Shines within the applicable 14-day cancellation period.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
Returned jewellery should be handled with reasonable care and returned securely. You may handle an item to the extent reasonably necessary to inspect it in the same way you would be able to inspect it in a shop.
If the value of the item has been diminished because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, applicable law may allow a deduction from the refund.
Where a valid cancellation applies, we will process your refund in accordance with applicable law. This includes the cost of standard delivery where required by law.
3. IMPORTANT: Reporting damage, defects and delivery issues
Please inspect your parcel and jewellery as soon as possible after delivery.
If you believe your jewellery has arrived damaged, defective, with a loose or missing stone, with a missing component, or is not the item you ordered, please contact Kumara Shines as soon as possible and within 48 hours of delivery.
Prompt reporting is important because it allows us to investigate the condition of the parcel and jewellery while the circumstances of delivery are still recent.
4. Unboxing video requirement
For a claim that an item arrived damaged, defective, with a loose or missing stone, with a missing component, or otherwise not in the condition represented at the time of delivery, an unboxing video is required as part of Kumara Shines' delivery-condition verification process.
Where possible, the unboxing video should:
- begin before the parcel is opened;
- clearly show the sealed parcel;
- show the shipping label and the condition of the packaging;
- show the parcel being opened;
- continuously show the jewellery and contents being removed; and
- clearly show the condition of the jewellery and any relevant issue.
Clear photographs may also be requested where necessary.
Please retain the original packaging, shipping materials and all contents until the matter has been resolved.
The purpose of the unboxing video is to help establish the condition of the parcel and jewellery at the time it was received and to allow Kumara Shines to compare the reported issue with our dispatch and packaging records.
The 48-hour reporting period and unboxing-video requirement are evidence and verification procedures for delivery-related claims. They do not remove or restrict any statutory rights that cannot lawfully be excluded.
5. Kumara Shines dispatch and packaging records
Kumara Shines carefully checks jewellery before dispatch and may maintain packaging and dispatch records, including photographic or video evidence, as part of our quality control and order dispatch procedures.
Where a customer reports a delivery-related issue, we may consider the customer's evidence together with our own dispatch and packaging records when investigating the circumstances.
6. Issues reported after 48 hours
If an apparent delivery-related issue is first reported after the 48-hour reporting period, or if the requested unboxing evidence is unavailable, we may request additional information, photographs or other evidence to help establish the circumstances and condition of the item.
We will assess each matter based on the available evidence and the customer's applicable statutory rights.
Nothing in this section removes or restricts any statutory rights that apply under UK consumer law.
7. Faulty, damaged, incorrectly supplied or misdescribed items
If an item is faulty, damaged, not as described, or the wrong item has been supplied, please contact us as soon as possible.
We will assess the issue and provide the remedy required under applicable UK consumer law, which may include repair, replacement, refund or another appropriate remedy depending on the circumstances and the rights applicable to your purchase.
Please do not attempt to repair, alter or modify jewellery before contacting us, as this may affect our ability to assess the issue.
8. Perfectly Imperfect Collection
From time to time, Kumara Shines may offer jewellery through our Perfectly Imperfect Collection.
A Perfectly Imperfect item is a piece offered because it has a known imperfection or condition that is specifically identified in the individual product listing.
The known imperfection will be described and, where appropriate, shown clearly in the product photographs.
Customers should carefully review the product description and photographs before purchasing a Perfectly Imperfect item.
The specific imperfection disclosed in the product listing forms part of the described condition of that particular item.
A disclosed imperfection does not mean that Kumara Shines excludes responsibility for a separate fault, misdescription or other statutory consumer right.
Applicable cancellation and consumer rights continue to apply.
9. Returning jewellery
Please return jewellery carefully and securely packaged.
We recommend using the original Kumara Shines jewellery packaging where possible and retaining proof of postage when returning an item.
Nothing in this section removes your statutory rights.
10. Refunds
Once a returned item has been received, Kumara Shines will process any refund due in accordance with applicable UK consumer law and the circumstances of the return.
Where a refund is due, it will normally be made to the original payment method.
For online cancellation rights, refunds will be processed within the period required by law.
11. How to contact us
To request a return, report an issue or ask a question about a refund, please contact:
KUMARA SHINES
489 Pitsmoor Road
Sheffield S3 9AT
United Kingdom
Email: kumarashines@gmail.com
Telephone: +44 7438 519326
Please include your order number, name and a description of the issue when contacting us.