Effective from 17th March 2026

Dear valued client,

Thank you for choosing Apala. Every piece of our jewelry is crafted with artistic excellence and exceptional attention to detail. We are committed to providing a transparent, thoughtful, and seamless service experience. Kindly review our policies regarding returns, exchanges, refunds, and complimentary services below.

Return & Exchange Policy

1. Limited Edition & Statement Pieces

  • Requests for returns or exchanges of Limited Edition and Statement pieces are eligible after two years from the date of purchase. For exchanges, a 10% deduction will apply; for returns, a 15% deduction will apply.
  • Making charges will be deducted from the jewelry value. Gold appreciation will be calculated based on the prevailing gold rate at the time the return or exchange request is initiated.

These deductions reflect:

  • The preservation of the rarity, exclusivity, and authenticity of our limited creations.
  • The craftsmanship involved and the value of diamonds and gemstones.
  • Gold wastage and diamond breakage during restructuring.

2. 18 KT Italian Mesh Chains & Gold jewelry

  • Returns or exchanges are eligible after two years from the date of purchase.
  • In 18Kt Italian mesh chains and any Karat gold jewelry, the applicable making charges and material usage will be deducted from the total value. Gold appreciation will be calculated based on the prevailing gold rate at the time of the request.

These deductions reflect the intricate craftsmanship and specialized techniques required to create the Italian Mesh Chain, distinguishing it from conventional chains.

3. Customized / Ordered Jewelry

  • Customized jewelry cannot be returned or exchanged for two years from the date of purchase. After this period, a 15% deduction will apply for exchanges, and a 20% deduction will apply for returns.
  • Making charges will be deducted from the jewelry value. Gold appreciation will be calculated based on the prevailing gold rate at the time the request is initiated.

Note: Customized jewelry is crafted according to the client’s personal vision and specifications, and these terms are applied to reflect the bespoke nature of each creation.

Important Note on Customized Orders

Jewelry not designed by Apala, or crafted using the client’s own materials, diamonds, or gemstones, cannot be considered for return or exchange under any circumstances.

Refund Policy

  • Once a return or exchange request is initiated, the jewelry will undergo a quality and authenticity check to ensure all stones and diamonds are intact and as originally issued. Refunds will be processed within 7–10 working days.
  • To facilitate the process, clients are requested to provide the original packaging, certificates and COA cards (if issued), and original invoice/receipt provided by Apala.
  • VAT charged on the original invoice will be adjusted during the return or exchange. Refunds will be completed within 7–10 working days following successful verification.

Note: In case of stone damage or diamond falls-off, applicable charges will be adjusted from the refundable amount.

Repair & Maintenance Services

Apala provides the following complimentary services to ensure your jewelry retains its beauty and longevity:

  • Professional cleaning
  • Two complimentary resizing services
  • Polishing and rhodium plating

Note: Replacement or repair charges apply if precious or semi-precious stones are damaged or lost. Standard repair charges apply to any jewelry over one year old.

Policy Disqualification

Repairs, modifications, or servicing carried out by third parties may void the Return and Exchange Policy; as such interventions may compromise the originality or integrity of the piece. Clients are encouraged to visit Apala for all repair and maintenance services to ensure the authenticity and quality of their jewelry is preserved.

Apala’s Additional Services

Understanding the emotional and personal value of every piece, Apala offers the following services:

  • Personalized assistance from our in-house designer – bringing your imagination to life
  • General repairs, resizing, rhodium plating, polishing, and rose-gold polishing
  • Cleaning and refurbishment services
  • Delivery and pick-up services
  • Certificate of Authenticity Card (COA)

Final Note: Our policies are designed to ensure fairness, protect the authenticity of our creations, and uphold the exceptional craftsmanship that defines Apala. For returns, exchanges, or any service requests, please visit any Apala store. For further assistance, contact us at 01-4512916 our team will be delighted to assist you.