Refund policy

Last Updated: October 24, 2025

At Atlas Management Solutions Limited (trading as CAIRO), we want you to be completely satisfied with your jewelry purchase. This Refund and Return Policy explains your rights and our procedures for returns, exchanges, and refunds.

By placing an order on cairojewellery.com, you agree to the terms outlined in this policy.

1. Your Right to Cancel (EU & UK Customers)

Under the Consumer Contracts Regulations 2013, customers in the European Economic Area (EEA) and United Kingdom have a statutory right to cancel their purchase within 14 calendar days of receiving the goods, without providing a reason. This is commonly referred to as the "cooling-off period."

Important:

  • The 14-day cancellation period begins the day after you receive your order.

  • You must notify us of your intention to cancel within this period.

  • Once you notify us, you have 14 additional days to return the item(s).

  • Cancellation requests cannot be processed while orders are in transit.

2. Eligibility for Returns

Items must be:

  • Unused and Unworn

  • In Original Packaging (box, pouch, protective films, tags, certificates, accessories)
    Missing packaging may result in up to a 20% restocking fee.

  • Returned within 30 days of delivery
    (or within 14 days after notifying us for EU/UK statutory cancellations)

Non-returnable items:

  • Custom/personalized or engraved jewelry

  • Gift cards/store credit

  • Final Sale / Clearance items

  • Items with wear, damage, or alterations

3. How to Initiate a Return

  1. Contact Us: Submit a request via https://cairojewellery.com/pages/contact or email Support@CairoSupport.com. Include order number, items, and reason.

  2. Wait for RMA Number: Given within 1–2 business days.
    Returns without RMA are not accepted.

  3. Pack Your Return: Include all original packaging and accessories. Write the RMA number visibly on the parcel.

  4. Ship Your Return: Use a tracked courier service to the address provided in your RMA confirmation.

4. Return Shipping Costs

Reason for Return Who Pays Shipping? Notes
Wrong, damaged, or defective item CAIRO pays Prepaid label or reimbursement provided
Change of mind / wrong size or style Customer pays EU/UK: Standard shipping refunded only

International (Outside EU/UK):
Customer pays all return shipping costs.

5. Refunds and Processing Time

  • Refunds go to the original payment method.

  • EU/UK statutory cancellations include a refund of standard shipping.

  • Refund processing: 5–10 business days after approval.

  • Bank/payment provider timeline: 7–14 business days.

Klarna: Invoice is adjusted or cancelled after approval.

Partial refunds:
May apply for worn items, missing packaging, or non-compliant returns.

Currency:
Refunds issued in the same currency as the purchase (usually USD).

6. Exchanges

  • One exchange per order.

  • Follow standard return steps and specify desired replacement.

  • Replacement is shipped at no extra cost (if equal or lesser value).

  • Customer pays return shipping unless item was defective.

7. International Customers (Outside EU/UK)

  • Refunds cover product price only.

  • Shipping fees, duties, VAT, customs, and import taxes are non-refundable.

  • Customer is responsible for return shipping.

8. Damaged or Defective Items

Contact us within 48 hours of delivery with:

  • Order number

  • Description of the issue

  • Clear photos of item + packaging

Email: Support@CairoSupport.com

We will arrange a repair, replacement, or refund at no cost.

9. Warranty Coverage

  • EU/UK: 2-year statutory warranty

  • Other regions: 1–2 years, depending on local law

Does not cover wear and tear, misuse, or unauthorized repairs.

10. Chargebacks and Disputes

Please contact us first at Support@CairoSuopport.com before initiating a chargeback.
Unresolved chargebacks may result in account suspension.

11. Policy Abuse

We may refuse or partially refund returns that show:

  • Wear, use, or intentional damage

  • Missing packaging/accessories

  • Excessive or fraudulent return patterns

  • Non-compliance with this policy

12. Contact Us

If you have questions or need help with a return:

Atlas Management Solutions Limited
Email: Support@CairoSupport.com
Address: Room 1205, 12/F Beverly House, Lockhart Rd, 93–107, Wan Chai, Hong Kong SAR