Exchange and Refund Policy

All JHOK sales are final. Every piece is handmade, and many are made to order, so we don't offer exchanges or refunds for a change of mind. We only replace or refund a piece if it arrives damaged, defective, incorrect, or incomplete, as set out below. By placing an order, you agree to this policy.

When we replace or refund

We will make it right if your order arrives with any of these problems:

• The piece is broken or damaged in transit.

• The piece has a clear manufacturing defect, such as a broken clasp or missing stones.

• You received the wrong piece.

• A piece from your order is missing from the parcel.

Once we verify the claim, JHOK decides the remedy: a repair, a replacement, or store credit. We issue a refund only if we cannot repair or replace the piece.

What isn't covered

We cannot exchange or refund a piece in any of these cases:

• You changed your mind, or the piece did not suit your outfit or style.

• The piece was customised or made to order for you.

• The piece was bought on sale or at a discount.

• There are small differences in colour, stone placement, or finish. These are part of handmade work, not defects.

• The colour looks slightly different from your screen because of lighting or display settings.

• The damage came from wear, water, perfume, chemicals, a fall, or natural tarnishing over time.

• The problem was reported more than 48 hours after delivery, or without an unboxing video.

How to report an issue

An unboxing video is required for every claim. Without one, we cannot accept a claim.

1. Record one continuous, unedited video from the moment you open the sealed parcel. Show the shipping label and every piece inside.

2. Message us within 48 hours of delivery with your order number, the video, and clear photos of the problem.

3. If we ask you to send the piece back, return it unused, in its original JHOK packaging, with all tags and pouches. We cover the return delivery cost for verified claims.

4. We inspect the piece and confirm the remedy within 5 working days of receiving it.

Refunds

When a refund is approved, it is made by bank transfer within 7–10 working days, including for cash on delivery orders. We cannot refund in cash.

• The refund covers the price of the affected piece only.

• The delivery fee is not refunded unless we sent the wrong piece or the piece was damaged in transit.

Cancellations

You can cancel an order within 24 hours of placing it, as long as work on it has not started. After that, your piece is already being made for you, and the order cannot be cancelled.

JHOK may cancel an order if a piece or its materials become unavailable, if there is a pricing error, or if we cannot confirm the order with you. If you have already paid, you will receive a full refund.

Cash on delivery (COD)

COD is available across Pakistan, with a few conditions that let us keep making pieces by hand for every order.

• Confirmation first. We confirm every COD order by WhatsApp or phone before work begins. Orders we cannot confirm within 48 hours are cancelled automatically.

• Advance for customised pieces. Customised and made-to-order pieces need a 50% advance by bank transfer before work starts. You pay the rest on delivery.

• Pay before opening. Our courier does not allow parcels to be opened before payment. Pay the rider first, then record your unboxing video.

• Refused parcels. Refusing a COD parcel without a valid reason costs us the making and the delivery both ways. For customised orders, the advance is not refunded.

• Future orders. If you refuse a COD parcel, any future orders must be paid in full in advance.

• Suspicious orders. JHOK may cancel any order that looks fake, duplicated, or unverifiable.

Contact us

For claims or questions, reach us at +923088684222, info@shopjhok.com, or on Instagram at @shopjhok

JHOK may update this policy at any time. The version on our website when you place your order applies to that order.