Política de reembolso

Return and Exchange Policy

Thank you for choosing our jewelry products!
We are committed to providing you with high-quality jewelry products and excellent customer service. If you are not completely satisfied with your purchase, you can proceed with the return and exchange process according to the following policy.

1. Return and Exchange Conditions

  • Return Time:
    We offer a 7-day return policy. You can apply for a return within 7 days from the receipt of the product. 

  • Damaged Products:

    • Human-caused Damage: If the product is damaged by the customer, we will negotiate the refund amount based on the damage. The return shipping cost will be borne by the customer, and the product should be returned to the specified address.
    • Damage during Transportation: If the product is damaged during transportation, you can apply for a return or exchange. We will bear the return or exchange shipping costs, and the product should be returned to the specified address.
    • Incorrect Size or Style: If you wish to exchange for a different style, the return shipping cost will be borne by the customer, and the product should be returned to the specified address.

  • Refund for Unused Products:
    If you request a refund instead of an exchange within 7 days and the product is undamaged, the refund will be processed based on the original order amount. The return shipping cost will be borne by the customer, and the product should be returned to the specified address.

2. Non-Customized Product Return Policy

  • Re-Stocking Fee/Re-Entry Fee:
    Non-customized products do not incur a re-stocking fee or re-entry fee. You can return or exchange with ease, and the process will be simplified.

3. Exchange Policy

  • Exchange Period:
    Exchange requests must be submitted within 7 days from receiving the product. Please initiate the exchange process within the specified time to ensure a smooth exchange.

  • Exchange Conditions:
    The exchanged product must meet the same conditions as the returned product, i.e., it must be in its original packaging with all tags intact, unused, undamaged, and not modified in any way, not affecting its resale. Return and exchange conditions for custom jewelry products are specified in the custom product policy.

  • Exchange Application Process:
    Customers need to contact customer service to apply for an exchange, providing the reason for the exchange and details about the desired product style and size (if applicable). We will review the exchange application within 3 business days.

  • Processing Method:
    After approval, we will arrange the re-shipment. If the exchanged product is more expensive than the original, you will need to pay the price difference; if it is less expensive, we will refund the difference to the account you used for payment. The shipping cost for exchanges will be borne by the customer.

4. Quality Issue Handling

If you receive jewelry with quality issues, such as gemstone detachment, chain breakage, etc., please contact our customer service team within 7 days of discovering the issue. You can notify us through the website’s online customer service, email, or other specified contact methods and provide product photos and relevant evidence.

After verifying that the issue is a quality defect, we will process the return or exchange free of charge, including the shipping costs. We will resolve the issue as quickly as possible to ensure you receive a satisfactory product.

5. Return/Exchange Address

  • Return Address:
    Mr. Tu
    411, Building A, Jinchen Apartment, Dashijie, Nanda Road, Panyu District, Guangzhou, China
    Postal Code: 510430
    Phone: +86 17818934788
    Email: jewelry@jeweler.jewelry

Please contact customer service for the latest return address before sending back the product.

6. Refund Policy

  • Refund Processing:
    We will process your refund within 10 business days after receiving the returned product and confirming it meets the return conditions. The refund will be returned to the original payment account, and the exact timing of the refund may vary depending on the payment method and the bank’s processing time.

  • Refund Time:
    After we receive and inspect your return, we will notify you and inform you whether the refund is approved. If approved, you will receive the refund within 10 business days through your original payment method. Please note that your bank or credit card company may require additional time to process and release the refund. If we approve your return and it has been more than 15 business days, please contact us at jewelry@jeweler.jewelry.

  • Shipping Costs:
    The return shipping cost will be borne by the customer unless the return is due to an error on our part or a quality issue with the product.

7. Custom Product Return Policy

  • Custom Product Special Terms:
    Due to the personalized nature of custom products, custom products are considered final sale once the order is confirmed and non-returnable. Please carefully confirm product details and design requirements before placing an order to ensure your selection is correct.

  • Custom Product Refund:
    Custom products cannot be resold, so our custom product refund policy is non-refundable. Once the custom jewelry order is confirmed, it is considered final sale and cannot be returned or exchanged.

  • Custom Order Cancellation:

    • Cancellation within 24 hours: If you cancel the custom order within 24 hours, we will issue a full refund.
    • Cancellation after 24 hours: If the order is canceled after 24 hours, and production has already started, a 30% re-stocking fee will be charged, covering the production and procurement costs.
    • Shipped or Received Custom Products: Any return of custom products for reasons other than quality issues will be subject to a 30% re-stocking fee. If the product has a quality issue, you must provide proof within 7 days, and we will assist with the return or exchange.

8. Quality Issues with Custom Products

  • Quality Issues Definition:
    If there are quality issues with the custom product (e.g., craftsmanship defects, gemstone detachment, etc.), you can contact us within 7 days of receiving the product. We will provide repair, exchange, or refund services based on the actual situation.

  • Non-Quality Issues Not Accepted for Return:
    If the return is due to personal preference (e.g., dislike of design, incorrect color, etc.), the return will not be accepted.

9. Custom Product Delivery Time

  • The delivery time for custom products depends on the materials chosen by the customer and the complexity of the customization process. We will discuss the specific delivery time with the customer after receiving the order.

10. Custom Product Exchange Policy

  • Quality Issues Exchange:
    If there is a quality issue with the custom product (e.g., craftsmanship defect or gemstone detachment), we will offer a free exchange within 7 days.

  • Personal Reasons Exchange:
    If you wish to exchange a custom product for personal reasons (e.g., style preference), a 30% re-stocking fee will be charged (excluding any customization modification costs).

11. Other Terms for Return and Exchange

  • Return and Exchange Costs:
    The return or exchange shipping costs are generally borne by the customer, unless the return or exchange is due to our error or a quality issue with the product.

12. Special Circumstance Statement

  • Promotional Products:
    Promotional items are subject to the same return and exchange policies as other products, but do not affect your statutory rights.

  • Force Majeure:
    If return or exchange processing is delayed due to force majeure factors such as natural disasters, war, or government actions, we will notify customers promptly and process the return or exchange as soon as the force majeure factors are resolved.

We are committed to providing you with an excellent shopping experience. If you have any questions regarding the return and exchange policy, please feel free to contact our customer service team, and we will be happy to assist you.

13. How to Contact Us

If you have any questions or need further assistance, please feel free to contact us: