Refund policy

Return and Refund Policy

Last updated: October 21, 2026

This policy explains cancellations, returns, refunds, replacements and our warranty. Qalmiya is operated by BVQ DIGITAL LLC. It works together with our Shipping Policy and Terms of Service. If you have any question, email contact@qalmiya.com with your order number.

1. At a glance

Personalized pieces (made with a name, word, initials, date or other text you provide) cannot be returned for a change of mind, because they are made only for you.
Non-personalized pieces can be returned within 30 days of delivery, including pieces bought at a discount or in a promotion.
Any order can be cancelled within 12 hours of placing it, before production starts.
Damaged, defective or incorrect pieces (including our mistakes in your text) are replaced or refunded at no cost to you.
Every piece has a 12-month warranty against tarnishing, color change and manufacturing defects.

2. Cancellations

You can cancel any order within 12 hours of placing it, as long as production has not started. Email us with your order number, or reply to your order confirmation. We refund the full amount, including shipping, to your original payment method.

After 12 hours, personalized pieces are already being made exactly as submitted and the order cannot be cancelled. Non-personalized pieces that have not been dispatched can still be cancelled for a full refund; once dispatched, they can be returned under section 4.

If we cannot dispatch your order within the time stated at checkout, you may cancel the unshipped order for a full refund, as described in our Shipping Policy.

3. Changing your address or the text on your piece

You can change your shipping address or the spelling of your text within 12 hours of placing your order, before production starts. Email us with your order number and the exact change. Address changes for non-personalized pieces are possible until dispatch.

4. Returns of non-personalized pieces (change of mind)

You can return a non-personalized piece within 30 days of delivery for any reason, including pieces bought on sale, at a discount, in a set or with a quantity offer.

The piece must be unworn, undamaged and returned with its original packaging and any gift box that was included.
Please email us first with your order number. We will send you the return address and instructions. Do not send returns to our business address or to the sender address on your parcel.
For change-of-mind returns, the cost of sending the piece back is paid by you. We recommend a tracked service.
Once we receive and check the return, we refund the price you actually paid for that piece (after any discount, set or quantity price applied to your order) and the original standard shipping charge, to your original payment method, within 10 business days.

Personalized pieces cannot be returned for a change of mind, for a change of style or size, or because the text was submitted with a spelling of your choice. Please check your text carefully before ordering.

5. Damaged, defective or incorrect pieces

If your piece arrives damaged or defective, or is different from your order (including a text that does not match the spelling you submitted), email us within 30 days of delivery with your order number and a clear photo. You do not need to send the piece back unless we ask you to, and if we do, we pay for the return.

Once confirmed, we remake or replace the piece for free. If you prefer, or if a replacement is not possible, we refund the piece in full to your original payment method.

6. 12-month warranty

Our pieces are made to be worn every day. For 12 months from delivery, if a piece tarnishes, changes color, or has a manufacturing defect (for example a failed clasp, a broken chain link, a defective engraving, or plating that lifts or flakes under normal wear), we replace it for free.

To use the warranty, email us your order number and a clear photo of the piece.
The warranty covers one free replacement per piece. It is not a cash refund, except where a replacement is not possible.
It does not cover loss, theft, accidental damage (such as a chain caught and pulled, crushed or cut), scratches and dents from normal use, or repairs made by others.

This warranty is in addition to your legal rights for faulty or misdescribed goods, which it does not limit.

7. Lost parcels and delivery problems

If the carrier confirms that your parcel is lost, or it has not arrived within the estimated delivery time and we cannot locate it, we remake and resend your order at no cost or give you a full refund, as you choose.

If tracking shows your parcel as delivered but you have not received it, contact us within 14 days of the delivery date and we will investigate with the carrier, as described in our Shipping Policy.

Parcels returned to us because of an incorrect or incomplete address you provided can be reshipped; any extra shipping cost is explained and agreed with you before we charge it. If we made the address error, we cover the cost.

8. Import duties

Duties and taxes collected at checkout are refunded together with a refunded order where the customs authority allows it. Charges collected by the carrier on delivery are set by your country and are handled as described in our Shipping Policy.

9. How refunds are paid

Refunds are made to the original payment method, in the currency you paid in. We process approved refunds within 10 business days; your bank or card provider may take a few more days to show them. We never ask for card details by email or phone.

10. Your legal rights

This policy does not limit any rights you have under the consumer laws of your country or state. Customers in the European Union and the United Kingdom keep their statutory right to withdraw from a purchase of non-personalized goods within 14 days of delivery; our 30-day return window already includes it.

11. Contact

Email contact@qalmiya.com or call +1 (786) 833-9025, Monday to Friday, 9:00 a.m. to 6:00 p.m. Eastern Time. We reply within 2 business days. Please include your order number in every message.