Customer care

Refund & cancellation policy

Every piece is handmade to order. This page explains when an order can be cancelled, when a refund applies, and how long it takes.

Cancellation

Orders once placed cannot be cancelled. If you need to change an order, write to tesoroshopcare@gmail.com immediately — if the order has not yet been dispatched we will try to help, but cancellation is at Tesoro's discretion.

Tesoro may cancel an order if the piece is unavailable or the payment could not be verified. In such cases the full amount is refunded to the original payment method.

Refunds will be considered when

• An unboxing video shows the product was received damaged — this is mandatory before any action can be taken.
• We are informed by email at tesoroshopcare@gmail.com within 24 hours of receipt of the order.
• The package is lost in transit.
• Tesoro cancels the order because the piece is unavailable.

No refunds will be given for

• Incorrect or out-of-date delivery address, or a PO Box address.
• After 3 failed delivery attempts by our courier agent, or packages refused by the recipient.
• Sizing issues — please review our size guidance carefully before purchasing.
• Products returned in a used or damaged condition.
• Minor colour and design variation, as all pieces are handmade with natural stones.
• Jewellery that is not faulty or damaged.

How refunds are processed

Where a refund is approved, only the product cost is refunded — courier charges are not refundable.

Approved refunds are processed to the original payment method within 7–10 working days of approval. The time your bank takes to credit the amount is beyond our control.

Exchanges

For damage or breakage in transit, we offer an exchange when reported within 24 hours of delivery. See our returns and exchanges policy for the four steps to making a return.