Refund and Returns Policy

Effective date: 20 July 2026
Last updated: 20 July 2026

At Xa Handmade, we carefully prepare, inspect and package every order. This Refund and Returns Policy explains when an item may be returned, exchanged, replaced or refunded.

By placing an order through xahandmade.com, you agree to this policy. Nothing in this policy limits any customer right that cannot lawfully be excluded.

1. Contacting Us About an Order

Before returning any product, contact Xa Handmade at:

Email: info@xahandmade.com
Business location: Faisalabad, Punjab, Pakistan
Website: xahandmade.com

Please include:

Your full name;
Order number;
Product name;
Reason for the request;
Date the order was delivered; and
Clear photographs or video showing the issue, where relevant.

Do not send a product back without receiving return instructions from Xa Handmade. Unauthorised returns may not be accepted.

2. Return Request Period

For an eligible physical product, you must contact us within 7 calendar days of delivery.

The item must then be dispatched to the return address provided by Xa Handmade within 7 calendar days after the return is approved.

Requests submitted after the applicable period may not be accepted unless:

The product has a defect that was not reasonably discoverable earlier;
Xa Handmade supplied the wrong produ2. Return Request Period
For an eligible ready-made, non-personalised physical product, the customer must contact Xa Handmade within 7 calendar days from the date of delivery.
After a return has been approved, the customer must dispatch the product to the return address provided by Xa Handmade within 7 calendar days of receiving the return approval.
A request submitted after the 7-day period may still be reviewed where:
- The product has a manufacturing defect that was not reasonably discoverable earlier;
- Xa Handmade supplied an incorrect item;
- Xa Handmade made an error in the confirmed personalisation;
Personalised and made-to-order products remain subject to the separate conditions stated in Section 4 of this policy.
A visible parcel damage, missing items or an incorrect product should be reported within 48 hours, because early reporting helps us to investigate courier problems.
However, it does not mean that every claim is automatically rejected after 48 hours.

3. Conditions for an Eligible Return

To qualify for a change-of-mind return or exchange, the product must be:

Unused;
Unworn;
Unwashed;
Unaltered;
Undamaged;
Free from perfume, makeup, stains and other signs of use;
Returned with all original components, tags and accessories; and
Returned in its original packaging or equally protective packaging.

You must also provide acceptable proof of purchase, such as:

Order number;
Order-confirmation email;
Payment confirmation; or
Other evidence reasonably requested by Xa Handmade.

Xa Handmade may refuse a return where the product does not meet these conditions.

4. Personalised and Custom-Made Products

Personalised and made-to-order products are normally not eligible for return, exchange or refund because they are produced according to the customer’s individual selections.

This includes products customised with:

A name;
Initials;
Custom wording;
A selected number of letters;
Customer-selected measurements;
A special size;
A custom chain length;
A selected material or finish;
A selected gemstone or bead colour;
A customer-requested design; or
Any other personalised specification.

A customised product may still qualify for repair, replacement or refund where:

Xa Handmade made a spelling or production error;
The product does not match the confirmed order details;
The wrong product was supplied;
The product arrived damaged; or
The product has a manufacturing defect.

A difference resulting from incorrect information entered or approved by the customer does not constitute an Xa Handmade error.

Customers must carefully check all names, spellings, sizes, colours and customisation selections before placing the order.

5. Earrings and Hygiene-Sensitive Jewellery

For hygiene reasons, earrings and other pierced-body jewellery cannot be returned or exchanged after their sealed packaging has been opened or the item has been tried on or worn.

This exclusion does not apply where:

The product arrived damaged;
The product is defective;
The wrong item was supplied; or
Xa Handmade made an error in fulfilling the order.

WooCommerce specifically identifies hygiene-sensitive products such as earrings, as well as custom and personalised products, as categories that merchants may reasonably exclude when the limitation is clearly disclosed.

6. Ready-Made Jewellery

Ready-made, non-personalised jewellery may be eligible for return or exchange when:

The request is made within the stated return period;
The product has not been worn;
The product remains in its original condition; and
All packaging and components are returned.

Minor handmade variations do not automatically qualify as defects. Handmade products may have slight differences in:

Stone placement;
Bead arrangement;
Shape;
Surface texture;
Colour shade; or
Finishing.

These variations are part of the handmade nature of the product, provided the item remains consistent with its description and overall design.

7. Beaded Bags

A ready-made beaded bag may be returned or exchanged if it satisfies all eligible-return conditions.

A custom-made beaded bag is not returnable merely because the customer changes their mind where it was made according to a selected:

Colour;
Size;
Pattern;
Name;
Design; or
Other customer instruction.

Custom beaded bags remain eligible for review where they are defective, damaged or materially different from the confirmed order.

8. Jewellery-Making Materials and Supplies

Jewellery-making materials may be returned only when they are:

Unused;
Unopened, where supplied in sealed packaging;
Uncut;
Unmodified;
Complete; and
In resalable condition.

The following are not returnable for change of mind:

Chain, wire, thread or material cut to the customer’s requested length;
Custom quantities prepared specifically for the order;
Mixed or repackaged stones, beads or components;
Used materials;
Opened adhesive, chemical or finishing products;
Items damaged through incorrect storage or handling; and
Materials altered after delivery.

Differences in colour caused by photography, lighting or screen settings are not automatically considered defects.

9. Jewellery-Making Tools

An unused jewellery-making tool may be returned if:

It is returned within the stated period;
It has not been used;
It is complete;
It remains in its original packaging; and
It is in resalable condition.

Where a tool appears defective, contact us before using it further.

Damage caused by misuse, excessive force, improper storage, normal wear, accidental damage or use contrary to the product instructions is not treated as a manufacturing defect.

10. Starter Kits and Product Sets

Starter kits, bundles and product sets must normally be returned as a complete set.

Individual components from a kit or set cannot normally be returned separately unless:

Only that component was supplied incorrectly;
Only that component was damaged or defective; and
Xa Handmade approves a partial remedy.

A kit is not eligible for a change-of-mind return if materials have been opened, used, cut, mixed or removed from the set.

11. Sale and Clearance Products

Sale products may be returned under the same basic eligibility requirements unless the product page clearly states that the item is:

Final Sale

Final Sale items cannot be returned or exchanged because of a change of mind.

This restriction does not remove any remedy available where the item is defective, damaged or incorrectly supplied.

12. Damaged, Defective or Incorrect Products

Inspect your order as soon as possible after delivery.

Contact Xa Handmade within 48 hours of delivery if:

The parcel appears damaged;
An item is broken;
A product is missing;
You received the wrong item;
The product does not match the confirmed customisation; or
There is another visible delivery or production problem.

Please provide:

Photographs of the outer parcel;
Photographs of the internal packaging;
Clear photographs of the product;
The parcel label;
Your order number; and
A short description of the issue.

An unboxing video is helpful where available but is not the only evidence we will consider.

After reviewing the matter, Xa Handmade may offer an appropriate remedy, such as:

Repair;
Replacement;
Exchange;
Replacement of a missing component;
Partial refund; or
Full refund.

The appropriate remedy will depend on the nature of the issue, product availability and applicable customer rights.

13. Colour and Handmade Variations

We aim to display product colours and details accurately. However, colours may appear different because of:

Screen settings;
Device type;
Lighting;
Photography;
Material batches; or
Natural variations in stones, pearls, beads and handmade materials.

Slight colour or handmade variation is not normally considered a defect unless the item is materially different from the product description or confirmed order.

Natural stones and freshwater pearls may vary in shape, shade, texture and pattern.

14. Exchanges

Eligible ready-made products may be exchanged subject to stock availability.

An exchange may be requested for:

A different available size;
A different available colour;
Another product of equal value; or
Another product of a higher value where the customer pays the difference.

Where the replacement product has a lower price, the difference may be refunded or provided as store credit, as agreed with the customer.

Personalised products cannot be exchanged merely because the customer selected the wrong name, spelling, size, colour or other option.

15. Change-of-Mind Returns

For an approved change-of-mind return:

The customer is responsible for return shipping;
The original shipping charge is not refundable;
Any re-delivery charge for an exchange is payable by the customer;
The parcel must be securely packaged; and
The customer remains responsible for the parcel until it is delivered to Xa Handmade.

We recommend using a trackable courier service.

Xa Handmade is not responsible for a return parcel lost or damaged before it reaches us.

16. Returns Caused by Our Error

Where Xa Handmade confirms that:

The wrong item was sent;
A product was incorrectly personalised by us;
The item was defective when supplied; or
The item was damaged before or during delivery,

Xa Handmade will provide reasonable return instructions.

Where a return is required, Xa Handmade may:

Arrange collection;
Provide a return method; or
Reimburse a reasonable approved return-shipping cost.

Do not select an expensive or international return service without obtaining approval first.

17. Items That Cannot Be Returned for Change of Mind

The following are not eligible for return or exchange merely because the customer changes their mind:

Personalised jewellery;
Made-to-order jewellery;
Custom-sized products;
Custom-design products;
Earrings or pierced jewellery that has been opened or tried on;
Custom beaded bags;
Cut chains, wires, threads or materials;
Opened adhesives or consumable materials;
Used jewellery-making materials;
Used tools;
Incomplete starter kits or bundles;
Final Sale products;
Gift packaging that has been used or damaged; and
Products damaged after delivery through misuse or improper care.

These exclusions do not apply where the product was defective, damaged or incorrectly supplied.

18. Order Cancellations

Ready-made products

A ready-made physical-product order may be cancelled before it has been dispatched.

Once the order has been dispatched, it must follow the normal return procedure, if eligible.

Personalised and made-to-order products

A personalised order may be cancelled only before production has started.

Once materials have been cut, customisation has started or the item has entered production, the order cannot normally be cancelled or refunded.

Contact us as quickly as possible if you need to request cancellation. Sending a request does not guarantee that production or dispatch can still be stopped.

19. Online Jewellery-Making Courses

Course registrations are treated separately from physical products.

Unless otherwise stated on the course-registration page:

A course place may be transferred once to another available batch if the request is made before the first class;
Course fees are not refundable after the class link, course access or instructional material has been provided;
Course fees are not refundable after the course has started;
Missing a class does not automatically qualify for a refund; and
A participant removed for misconduct is not entitled to a refund.

If Xa Handmade cancels a course and cannot provide a suitable alternative date, the affected course fee will be refunded.

Physical materials or starter kits supplied separately remain subject to the relevant physical-product return conditions.

20. How to Return an Approved Product

After your return request is approved:

Xa Handmade will provide the return address and instructions.
Pack the product securely.
Include your name and order number.
Return all components and packaging.
Use a trackable courier.
Send the tracking details to Xa Handmade.

Do not write directly on the original product box or jewellery packaging. Place it inside suitable protective outer packaging.

21. Inspection of Returned Products

Receiving a returned parcel does not automatically mean the return has been accepted.

After delivery, Xa Handmade will inspect the item to confirm:

The correct item was returned;
It meets the return conditions;
It is complete;
It has not been worn, used or altered; and
The reported defect or problem is present.

We will notify the customer when the return has been approved or rejected.

WooCommerce recommends clearly defining return condition requirements and what form the refund will take so customers understand the process before sending anything back.

22. Refund Method

Approved refunds will normally be issued through:

The original payment method, where possible;
JazzCash;
Easypaisa;
Bank transfer;
PayPal; or
Another method agreed with the customer.

We may request account details necessary to process a manual refund.

Xa Handmade will never ask for:

Your banking password;
Mobile-wallet password;
ATM PIN; or
One-time password.

The name on the receiving bank or wallet account may need to correspond with the customer or original payer.

23. Refund Processing Time

After an approved returned product has been received and inspected, Xa Handmade will normally initiate the refund within 7 business days.

The time required for the money to appear may vary depending on:

The bank;
Mobile-wallet provider;
PayPal;
Public holidays; or
Other payment-processing circumstances outside our control.

Shipping charges are refunded only where appropriate, such as where the complete order was defective, damaged or incorrectly supplied by Xa Handmade.

24. Partial Refunds

A partial refund may be considered where:

Only part of an order is affected;
A minor issue can reasonably be compensated without returning the product;
A set is incomplete;
An item is returned with missing packaging or components; or
The customer agrees to retain a product with a minor problem.

No partial refund will be issued without agreement between Xa Handmade and the customer.

25. International Orders

For an approved international change-of-mind return:

The customer is responsible for return shipping;
The customer is responsible for customs documents;
Original shipping charges are not refundable; and
Import duties, taxes and clearance charges are not refundable by Xa Handmade.

Where Xa Handmade supplied a defective or incorrect product, contact us before returning it so an appropriate solution can be agreed.

Xa Handmade is not responsible for customs charges imposed on a returned parcel because the package was incorrectly declared by the sender.

26. Refused and Uncollected Parcels

Where a customer refuses delivery or fails to receive or collect a parcel without a valid product-related reason:

The original shipping charge is not refundable;
Return-to-sender charges may be deducted;
Re-delivery requires advance payment of the new shipping charge; and
Personalised products remain non-refundable.

Any refundable balance will be assessed after the parcel is returned and inspected.

27. Abuse of the Returns Process

Xa Handmade may refuse a request where there is reasonable evidence of:

Fraud;
Repeated misuse of the return process;
Substitution of products;
False damage claims;
Deliberate product damage;
Altered payment evidence; or
Return of an item not purchased from Xa Handmade.

This does not affect a customer’s rights concerning a genuine defective or incorrectly supplied product.

28. Policy Updates

Xa Handmade may update this Refund and Returns Policy when there are changes to:

Products;
Customisation services;
Payment methods;
Couriers;
Course arrangements;
Return procedures; or
Applicable legal requirements.

The updated policy will be published on this page with a revised Last updated date.

Changes will not unfairly remove a remedy that had already been approved under the policy applicable to an existing order.

29. Contact Xa Handmade

For a return, exchange, refund or cancellation request, contact:

Xa Handmade
Faisalabad, Punjab, Pakistan
Website: xahandmade.com
Email: info@xahandmade.com

Please include your order number in all order-related communication.