Returns/Exchanges

We want every Insignia customer to receive their jewellery in the condition and specification expected.

This policy applies alongside the rights available to customers under applicable consumer law. Nothing in this policy is intended to reduce any mandatory consumer right.

Exchange Window

Customers should contact Insignia as soon as possible after delivery if they wish to request a exchange.

Eligible goods may be exchanged within the prescribed period, including the applicable 3-day period, subject to the condition requirements and exclusions provided.

Customers are encouraged to contact us before sending or bringing any product back so that the request can be recorded and appropriate instructions can be provided.Note Exchange will be allowed only once per order.

Eligibility for Exchange

For a standard exchange, the jewellery should ordinarily be:

  • Unused and unworn;

  • In its original condition;

  • Free from scratches, damage, alteration or signs of use;

  • Accompanied by the original packaging where reasonably applicable;

  • Accompanied by the invoice, bill or proof of purchase; and

  • Returned with any certificates, accessories, tags or other items originally supplied with the product.

Products that have been used, altered or damaged after delivery may not be eligible for a change-of-mind exchange.

In-Store Exchange

Eligible products may be brought to our store along with the original invoice or proof of purchase.

Our team will inspect the jewellery before approving an exchange.

An exchange will be completed only after the returned product passes the applicable condition inspection.

Incorrect Size Supplied by Insignia

Customers are requested to follow the product sizing guide carefully when ordering.

If the customer selected the correct size but Insignia supplied a different or incorrect size, we will provide a one-time exchange without additional pickup or delivery charges, subject to verification.

Incorrect Size Selected by the Customer

If the size delivered is the same size selected or provided by the customer but another size is subsequently required, the customer may be responsible for applicable:

  • Pickup charges.

  • Redelivery charges.

Any resizing or additional workmanship charges, where applicable, will be communicated before the work is undertaken.

The exchange remains subject to product eligibility and applicable consumer law.

Damaged, Defective or Incorrect Products

Please inspect the package and jewellery promptly after delivery.

If the product:

  • Arrives damaged.

  • Has a manufacturing defect.

  • Is materially different from what was ordered.

  • Contains an incorrect product.

  • Is supplied in an incorrect size by Insignia.

please contact us promptly with:

  • Your order number.

  • Clear photographs of the jewellery.

  • Photographs of the packaging.

  • An unboxing video, where available.

Once the issue has been verified, Insignia will provide the appropriate remedy according to the circumstances and applicable law.

Unboxing Video

We strongly recommend recording a continuous unboxing video from before opening the delivery package until the jewellery has been completely inspected.

Please make sure the shipping label and unopened package are clearly visible at the beginning of the video.

An unboxing video allows us to more quickly verify:

  • Transit damage.

  • Missing items.

  • Incorrect products.

  • Damaged packaging.

  • Damage present when the parcel arrived.

Where applicable law provides rights concerning defective or incorrectly supplied goods, the absence of an unboxing video will not by itself remove any mandatory statutory right where the issue can otherwise reasonably be established.

Products That May Not Qualify for a Change-of-Mind Return

Subject to applicable law, a change-of-mind return or exchange may be refused where the jewellery.

  • Has been worn or used.

  • Has been damaged after delivery.

  • Has been altered, resized or modified after purchase.

  • Is missing significant components originally supplied.

  • Shows misuse or improper care.

  • Otherwise falls within an exclusion permitted by applicable law.

Defective-product claims are considered separately from ordinary change-of-mind requests.

Return Inspection

All returned products will be inspected before a return, refund or exchange is finalized.

If a product does not meet the applicable eligibility requirements, the customer will be informed of the reason.

Refunds

Where a refund is approved or required under applicable law, it will be processed using an appropriate payment method.

Processing times may vary depending on the bank, payment gateway or payment method used.

Where a credit note is mutually agreed upon instead of another remedy, it will ordinarily remain valid for 6 months from the date of issue unless otherwise specified.

A credit note will not replace another remedy where applicable law requires otherwise.

Exchange Price Differences

Where an eligible product is exchanged for another product:

  • If the replacement product costs more, the customer will need to pay the difference.

  • If the replacement product costs less, the balance will be handled as a credit note accordingly.

Shipping Costs

Where a return or exchange results from an error attributable to Insignia, including an incorrect product, verified manufacturing defect or incorrect size supplied by us, Insignia will ordinarily bear the applicable return and replacement delivery costs.

For eligible exchanges resulting from a customer's own size selection or preference, applicable shipping charges may be payable by the customer where permitted by law.

Cancellation After Dispatch

Once an order has been packed and handed over to the courier, it cannot ordinarily be cancelled through the normal cancellation process.

This does not remove any return, refund or exchange rights that may arise after delivery under applicable law.

Cash on Delivery Refusal

Customers are requested to accept confirmed Cash on Delivery orders unless there is a genuine delivery-related issue.

Where permitted by law, reasonable courier, return-shipping and handling expenses resulting from an unjustified refusal may be recoverable.

Where an advance payment has already been collected, any remaining amount will be handled according to the applicable order terms and consumer law.

How to Request a Return or Exchange

To request assistance:

  1. Contact Insignia through our official WhatsApp or customer-support channel.

  2. Provide your order number and reason for the request.

  3. Provide supporting photographs or video where relevant.

  4. Wait for return or exchange instructions before sending the jewellery.

  5. Package the product securely along with the required accompanying items.

Last updated: September 2026