Return & Exchange Policy
This policy applies to all orders. It aims to standardize the return and exchange process and balance customer experience with operating costs. Please read this policy carefully before applying for returns or exchanges; placing an order is deemed acceptance of all terms herein. We reserve the right to interpret this policy, and any adjustments will be announced on our official website, taking effect immediately upon publication.
2. Timeframe & Core Conditions for Returns & Exchanges
1. Exchange Period: You may apply for an exchange within 30 calendar days from the date you sign for the product; applications exceeding 30 days will not be accepted.
2. Return Period: You may apply for a return within 15 calendar days from the date you sign for the product; applications exceeding 15 days will not be accepted.
Note: The timeframe is calculated based on logistics signature records and does not extend on holidays. If logistics shows "signed for" but you have not actually received the product, please contact customer service for verification within 24 hours; otherwise, the timeframe will start from the signature date.
1. Product Condition: Returned products must be in brand-new, unworn and unused condition, with no scratches, stains, deformation or damage on the surface. The original packaging (gift box, dust bag), tags, labels and accompanying documents (instruction manual, quality inspection card) must be complete and intact, without being removed or damaged.
2. Document Requirements: When applying, you need to provide the order number, photos of the physical product, and logistics signature records. For quality issues, additional clear photos/videos of the defective parts are required for verification.
3. Address Requirements: Please provide a valid physical street address; P.O. boxes, APO/FPO/DPO and other non-physical addresses are not accepted for return and exchange shipments.
1. You need to initiate a return or exchange application via official email (xxx@xxx.com) or online customer service (9:00-18:00, Monday to Friday), stating the order number, reason for return/exchange and requirements, and submit relevant documents simultaneously.
2. Customer service will review your application within 2 business days. If approved, we will inform you of the return address and shipping precautions; if rejected, we will explain the specific reasons.
1. After approval, please ship the product via traceable express within 3 business days, and synchronize the logistics tracking number to customer service promptly after shipping.
2. For returns/exchanges caused by non-quality issues, the shipping cost of returning the product shall be borne by you; for those caused by quality issues, the return shipping cost shall be borne by us upon presentation of valid courier documents (limited to standard shipping fees, excluding value-added fees such as expedited and dedicated line services).
1. After we receive the product, we will complete the inspection (verify product condition and document integrity) within 3-5 business days.
2. After passing the inspection: For exchanges, we will arrange re-shipping within 3-5 business days (no additional shipping cost, specific delivery time subject to actual logistics); for returns, the refund amount will be calculated in accordance with Article 4 of this policy, and the refund will be completed within 7 business days after passing the inspection.
3. If the inspection fails (e.g., product wear, missing packaging, incomplete documents), the return/exchange will be refused, and the product will be shipped back to you as is, with the secondary shipping cost borne by you.
1. Returns for Non-Quality Issues: 30% of the order amount will be deducted to cover labor costs, operational losses and other related expenses. The remaining amount after deduction will be refunded to the original payment method; the incurred shipping fee will not be refunded.
2. Returns for Quality Issues: Full refund (excluding the return shipping cost borne by you, which will be reimbursed separately) with no additional fees.
1. Exchanges for Quality Issues: Free exchange with no additional fees, and the re-shipping cost is borne by us.
2. Exchanges for Non-Quality Issues (e.g., incorrect size, style preference): No 30% fee will be charged, but the shipping cost for re-shipping shall be borne by you; if there is a price difference between the exchanged product and the original product, the difference must be paid before arranging shipment.
1. Engraved/Personalized Products: A 50% fee of the order amount will be charged for exchanges, covering customization losses, labor costs and material expenses; except for quality issues, returns are not allowed in principle. If a return is specially approved after review, 30% of the order amount will be deducted as a non-quality issue fee, with no additional loss fees.
2. Product Damage Handling: If the returned product is artificially damaged (e.g., violent collision, chemical corrosion), we will refuse the return/exchange and may provide a repair quote. The repair cost shall be borne by you, and the shipping cost for sending back after repair shall be at your own expense.
5. Non-Returnable & Non-Exchangeable Items
The following products are not eligible for return or exchange (except for quality issues), regardless of whether they are within the timeframe:
• 1. Products that have been worn, used or damaged and cannot be restored to a brand-new state;
• 2. Custom-designed products (including exclusive patterns, text customization, special size customization, and engraved products): Except for quality issues, returns are not allowed in principle, only exchanges are supported (corresponding fees apply); for quality issues, only repair, replacement or free exchange services are provided;
• 3. Special material products, including solid 950 platinum, black gold products, salt and pepper diamonds, lab-grown diamonds and their inlaid jewelry;
• 4. Products that have been repaired, modified or resized by a third party;
• 5. Products with missing or damaged original packaging, tags or labels that cannot verify the product source;
• 6. Products that have already been exchanged and will not accept secondary return/exchange applications.
6. Definition of Quality Issues
6.1 Qualified as Quality Issues
1. Major defects in product metal materials and craftsmanship, such as broken prongs, cracked ring bands, loose gemstones or gemstone loss;
2. Significant differences between the actual product and the order description/pictures (e.g., inconsistent material, gem grade or style);
3. Factory defects of the product (e.g., obvious surface scratches, deformation, plating peeling, not caused by transportation).
6.2 Not Qualified as Quality Issues
1. Personal preference issues (e.g., dislike of style, color, gem texture, or feeling the size is inconsistent with expectations but the size is correct);
2. Wear, oxidation and scratches caused by normal wear (e.g., discoloration of precious metals due to long-term contact with perfume and sweat);
3. Damage caused by human factors (e.g., collision, dropping, contact with chemicals, improper maintenance);
4. Minor inclusions and texture differences of natural gemstones, which are natural characteristics and not quality defects.
7.1 Comparison Purchasing Control
Purchasing multiple products for "comparison purposes" (i.e., buying multiple items and keeping only one, returning the rest) is prohibited. If we determine that an order involves such behavior, we have the right to refuse the return/exchange or double the fee for non-quality issues (50% of the order amount) to ensure operational rationality.
1. Tariffs, value-added taxes and other related fees incurred by returned/exchanged products passing through customs shall be borne by you; we do not assume the obligation of withholding or reimbursing such fees.
2. If the product is returned or lost due to an incorrect address provided by you or absence of the recipient, the secondary shipping cost and losses shall be borne by you.
We provide a 1-year free warranty service from the date of signature, covering only quality issues (e.g., loose gemstones, craftsmanship defects). Repairs for non-quality issues will incur corresponding fees (contact customer service for specific quotes).
If you have any questions about returns and exchanges, please contact us through the following channels:
Official Email: 949350421@qq.com
Online Customer Service: 9:00-18:00
We will reply to your inquiry within 2 business days and strive to coordinate and resolve the issue for you.