Jewelry Return and Exchange Policy

1. Scope of application

This policy applies only to jewelry products purchased through this platform (including but not limited to alloy jewelry and gemstone-encrusted jewelry). This policy excludes custom-made jewelry, engraved jewelry, and products clearly marked "Not Returnable." Accepted payment methods include Klarna installments, the seven major credit cards (Visa, American Express, Mastercard, JCB, UnionPay, Discover, Diners Club), Apple Pay, Google Pay, and Shopify Pay. This policy applies to consumers in the EU and is subject to the relevant provisions of the EU Consumer Rights Directive.

2. Return and Exchange Conditions

  1. Product quality issues
If consumers find any of the following quality issues with jewelry products after receiving them, they can apply for a return or exchange within 30 days of receipt:
  • The material does not match the label;
  • The gemstone/diamond is fallen off, loose, or has obvious cracks (not caused by human damage);
  • Workmanship defects (such as broken welding points, peeling of surface coating, etc.);
  • The style, specifications and materials of the product are seriously inconsistent with the order description.
When applying, you need to provide the original packaging of the product, quality inspection certificate and clear photos/videos of the problem parts, and the platform will arrange professional appraisal.
  1. Wrong goods sent/logistics damaged
If the product sent does not match the order information due to reasons related to the platform (such as incorrect style, size, or material), or the product is damaged during transportation (proof of damage upon receipt must be provided), consumers can apply for a return or exchange within 30 days of receipt, and the round-trip shipping costs will be borne by the platform.
  1. No reason for return or exchange
Non-customized jewelry products support unconditional returns and exchanges within 30 days of receipt, but the following conditions must be met:
  • The product has not been worn or used, and the surface has no scratches, deformation or oxidation marks;
  • The original packaging (jewelry box, dust bag) is intact, and all accessories (certificate, label, warranty card) are complete;
  • Alloy jewelry has not undergone secondary processing (such as ring reshaping or welding), and gemstone products have not been re-set.
Returned goods must undergo professional quality inspection by the platform to confirm that they meet the above conditions, and the round-trip shipping costs shall be borne by the consumer.
  1. Cooling-off period for consumers in the EU
According to the EU Consumer Rights Directive, EU consumers have a 14-day cooling-off period after purchasing jewelry, starting from the date of receipt. During this period, you can request a return (except for custom-made items) without giving a reason and without having to pay return shipping costs. The return and exchange conditions are the same as above.

3. Return and Exchange Process

  1. Application Submission
Consumers must submit a return or exchange application through the platform customer service or order center within the eligible period, stating the product information, reason for return or exchange, and demand (return/exchange), and upload photos of the product's current condition, original packaging, certificates and other supporting documents.
  1. Review and Confirmation
  • The platform will complete the review within 3 working days after receiving the application. After the review is passed, a dedicated return and exchange address and logistics instructions will be provided;
  • If you apply for an exchange, you must clearly state the style/size of the exchange. The platform will prioritize confirming the inventory. If there is no inventory, you can convert it to a return process.
  1. Product Returns
Consumers must return the product within 7 days of approval according to the instructions. Returns must be properly packaged in the original packaging (with a shock-absorbing layer recommended) and accompanied by a return shipping list (specifying the order number and return request). The logistics tracking number must be promptly synchronized with the platform customer service.
  1. Quality inspection and processing
  • After receiving the returned goods, the platform will conduct professional quality inspection (including material identification, workmanship inspection, etc.) within 5 working days;
  • After passing the quality inspection, the returned goods will be arranged for storage, and the exchanged goods will be sent out within 3-5 working days (if special styles need to be customized, the time will be notified separately);
  • If quality inspection finds that the product does not meet the return and exchange conditions (such as human damage or missing accessories), the product will be returned and the reason will be explained. The round-trip shipping costs will be borne by the consumer.

4. Special Product Description

  1. Customized jewelry
Including engraved jewelry, exclusive designs, and products with modified size/style according to customer requirements. Due to the personalized processing involved, we do not support unconditional returns or exchanges. You can only apply for an exchange (of the same style and specifications) when there are quality issues.
  1. Precious gemstones
When returning or exchanging precious gemstones such as diamonds, rubies, and sapphires, you must provide the original certificate and proof of matching the product number. The return can only be processed after re-inspection and confirmation that it is consistent with the warehouse records.

V. Rights and obligations of both parties

Consumer Rights and Obligations

  • You have the right to apply for return or exchange if you meet the policy conditions;
  • You must ensure that the credentials you provide are authentic and valid, and cooperate with the platform's quality inspection process;
  • When returning goods, please ensure that the packaging is intact to avoid damage during transportation;
  • For returns or exchanges not due to quality issues, you will be responsible for the round-trip logistics costs and any possible quality inspection fees (such as re-inspection fees).

Platform Rights and Obligations

  • We have the right to conduct professional quality inspections on returned goods and reject applications that do not meet the requirements and provide reasons;
  • The review and return and exchange process must be completed within the specified time limit, and the progress must be synchronized in a timely manner;
  • Exchange products must be new products of the same quality as the original products and be accompanied by a quality inspection certificate;
  • Return shipping fees will be waived for compliance applications made by consumers in the EU during the 14-day cooling-off period.

6. Disclaimer

  • If the product is damaged due to improper wearing or maintenance by the consumer (such as collision deformation, chemical corrosion, high temperature burns, etc.), the platform has the right to refuse returns or exchanges;
  • If the original packaging, certificate, or label of the product is missing or damaged, affecting secondary sales, no returns or exchanges are supported without reason;
  • The platform will not accept any return or exchange application that exceeds the prescribed period and fails to provide reasonable proof of extension;
  • This policy does not apply to products not sold on this platform or purchased through informal channels.
This policy is effective from the date of publication. The platform will adjust and optimize based on the characteristics of the jewelry industry and relevant regulations. Modifications will be announced through platform announcements. If you have any questions, please contact customer service for specific details.