Refund policy
Returns, Warranty & Refund Policy
1. Returns
We want you to feel confident when shopping with SJÖ. You have 14 days to return your purchase from the date you receive your order.
The product must be returned in substantially unchanged condition and must be unused. Please also return the product together with its original packaging and any accessories included with your purchase.
Personalised or specially made-to-order products cannot be returned.
2. Warranty
SJÖ offers a 6-month warranty from the date of purchase. The warranty covers original manufacturing and material defects that occur under normal use.
The warranty does not cover damage caused by accidents, improper or careless use, external impact or normal wear and tear. It also does not cover damage resulting from failure to handle or care for the jewellery in accordance with our recommended care instructions.
For a warranty claim, please contact SJÖ with your order number and a description of the issue.
3. Return Conditions
Your return must be registered with SJÖ within 14 days of receiving your order.
To ensure that we can process your return, please:
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return the product in substantially unchanged condition
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ensure that the product has not been used or damaged
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include the original packaging and any accompanying accessories
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pack the product securely to prevent damage during return shipping
Return Shipping
Return shipping is paid by the customer.
Sweden: 75 SEK
Other EU countries: 150 SEK
The applicable return shipping fee will be deducted from your refund.
4. How to Return an Item
1. Contact SJÖ
Contact our customer service at info@sjopearls.com and provide your order number and the product or products you wish to return.
2. Prepare Your Return
Carefully pack the product in its original packaging, together with any accessories and documentation included with your order.
3. Return Label
We will provide you with instructions on how to return your order. A return shipping fee of 75 SEK within Sweden or 150 SEK within other EU countries will be deducted from your refund.
4. Send Your Return
Drop off the parcel according to the instructions provided by SJÖ. We recommend keeping your proof of postage until your return has been processed.
5. Refunds
Once we have received and processed your return, the refund will be issued to the original payment method used for the purchase.
The return shipping fee of 75 SEK within Sweden or 150 SEK within other EU countries will be deducted from the refund.
Refunds are processed as soon as reasonably possible after we receive the returned item.
6. Faulty or Damaged Products
If you receive a damaged or incorrect product, please contact SJÖ as soon as possible at info@sjopearls.com.
Please provide your order number and a description of the issue. We may also ask you to provide photographs of the product to help us assess your claim.
If your claim is approved, SJÖ will cover the return shipping and assist you with a replacement, repair or refund in accordance with applicable consumer protection law.
7. Uncollected Parcels
Please ensure that your delivery address is correct and complete and that your order is collected within the specified time.
If a parcel is not collected and is returned to SJÖ, a 250 SEK handling fee will be charged to cover return shipping and administration costs.
If you would like the order to be shipped again, additional shipping costs will apply.
8. Return Processing
We process returns as soon as reasonably possible. Once your return has been received and inspected, your refund will be processed as described above.
9. Contact
If you have any questions regarding returns, warranties, claims or refunds, please contact us.