RETURNS & EXCHANGES

You may request an exchange if:

• The item is defective or has a manufacturing fault.

• You received the wrong item or variation (e.g. wrong colour or size).

We do not allow exchanges for:

• Change of mind, personal preference, or incorrect selection made by the customer.

• Items damaged due to mishandling, wear and tear, or lack of care.

• Sale or promotional items (unless the item is defective upon arrival).

• Earrings (due to hygiene purposes)

• Custom or personalised pieces

• Gift cards

• Items damaged due to user wear

To be eligible for an exchange:

• The item must be unused, unworn, and in its original packaging.

• You must contact us within 7 days of receiving your order.

• Proof of purchase (Order no. & email receipt) and clear photos of the issue must be provided.

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Monserene reserves the right to review each case and determine eligibility.

1. Email us at: monsereneco@gmail.com Include:

• Your order number

• Item name

• Description and photos of the issue

2. Wait for confirmation: Our team will assess your request and respond with the next steps.

3. Return the item: You may drop it off at our studio or mail it back to us. Return shipping costs will be borne by the customer unless the exchange is due to a

manufacturing defect or packing error on our end.

4. Receive your replacement: Once your original item is inspected and approved, we will process your exchange

and send out the replacement item.

If you believe your item has a manufacturing defect, please contact us immediately. We will assess the item, and if confirmed, a replacement will be provided at no additional cost.

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Please note that minor surface variations, natural markings on pearls or gemstones, or slight differences in finish are not considered defects — they are part of the material’s natural characteristics.

• Customers are responsible for mailing the item back to us.

• If the item is confirmed defective, Monserene will cover the cost of sending the replacement to you.

• If the exchange is due to incorrect selection, shipping costs will be the customer's responsibility.

All Monserene jewellery is covered by a 30-day limited warranty from the date of delivery.

During this period, we will repair or replace an item at no additional cost if it is found to have a manufacturing defect.

This warranty does not cover:

• Loss or misplacement of jewellery

• Damage due to regular wear and tear, including but not limited to: • Scratches, dents, or surface marks • Loosening or loss of gemstones • Bent components, broken chains due to force, or accidental damage

• Tarnishing or discolouration caused by chemical exposure, water, sweat, perfume, or improper storage

• Any damage resulting from careless use or rough handling

Repairs outside the warranty period or for issues not covered under warranty will be chargeable. Repair availability will be assessed by Monserene's team.