Customer information
Return Policy
Website operator: HONG KONG PASSERBY TECHNOLOGY LIMITED
Contact: keep898@qq.com
Ordinary return request after delivery
Report damaged, defective or incorrect items
Return condition assessment
Refund issued after approval
Eligibility for Returns
We accept ordinary returns on most jewelry items, including bracelets, necklaces, and earrings, subject to the conditions below. To be eligible for a return, an item must be unused, unworn, and in the same condition as when you received it. All original packaging, including any protective boxes, pouches, polishing cloths, and authenticity documentation, must be returned intact. Items showing signs of wear, including scratches on metal surfaces, stretched chains, bent clasps, or altered earring posts, will not be accepted. For hygiene reasons, earrings are subject to additional scrutiny, and any pair with signs of having been worn or tested will be declined automatically. Bracelets and necklaces with removed or adjusted links are also ineligible. These ordinary return conditions do not replace the separate process for damaged, defective, or incorrect items described below.
Return Window and Deadlines
You have a period of fourteen calendar days from the date of delivery to initiate an ordinary return request. This window begins on the day you receive the shipment, as confirmed by the carrier’s tracking record. Requests submitted after this period will be declined automatically. For orders containing multiple items, such as a bracelet and a matching pair of earrings, the return window applies individually to each product. We do not offer extended return periods for gifts or delayed openings, so we encourage you to inspect your jewelry purchase promptly upon delivery. Necklaces with shortened chains or bracelets with resized lengths are considered altered and fall outside the standard return window.
Non‑Returnable Categories
Certain items are excluded from ordinary returns. These include custom‑made or personalized jewelry, such as bracelets with engraved messages, necklaces with bespoke pendant designs, or earrings modified with specific gemstone requests. Items explicitly marked as final sale or clearance at the time of purchase are also excluded. Additionally, any piece that has been resized, refinished, or altered by a third party after delivery is not eligible for return. Fragile vintage designs and earrings with removed hygiene seals will be declined. We encourage you to review product descriptions, including dimensions and closure types, carefully before completing your purchase. Damaged, defective, or incorrect items are handled under the separate section below.
Condition Assessment Process
All returned jewelry undergoes a rigorous inspection by our quality control team. This process examines metal surfaces for scratches, dents, or polishing marks; clasps and closures for proper function; chain links for stretching or breakage; stone settings for stone stability and prong alignment; and earring posts for bending or signs of wear. For bracelets, we check the integrity of each link and the security of the clasp mechanism. For necklaces, we evaluate the pendant attachment and chain uniformity. For earrings, we verify that backs are present and that posts are straight and unmarked. Returns that fail this assessment will be sent back to you at your expense. We retain photographic documentation of all received returns for dispute resolution purposes.
How to Initiate a Return
To begin the return process, email keep898@qq.com with your order number, the item you wish to return, and the reason for your return. You will receive a return authorization notice within two business days. Do not send any item back before receiving this authorization, as unauthorized shipments may be refused. Once authorized, you will receive detailed instructions including the required packaging method and the designated return address. We recommend insuring your return shipment and retaining proof of dispatch, as we cannot assume liability for items lost in transit. For hygiene reasons, earrings must be returned in their original sealed packaging when applicable. Damaged, defective, or incorrect items are handled under the separate section below.
Return Shipping Responsibilities
You are responsible for the cost of return shipping unless the item arrived damaged, was defective upon delivery, or does not match the description on our website. In such cases, we will provide a prepaid shipping label. For all other returns, we recommend using a tracked and insured shipping service that offers signature upon delivery. For ordinary returns, original shipping charges paid at the time of purchase are non-refundable. For ordinary returns, if you received free shipping on your order, the actual outbound shipping cost incurred by us may be deducted from your refund. Customs duties, taxes, and brokerage fees are generally non‑refundable unless local regulations require otherwise. For high‑value bracelets or necklaces, we strongly recommend additional insurance.
Refund Processing Timeline
Upon receipt of your return, please allow up to seven business days for the condition assessment to be completed. Approved returns will be refunded using the original payment method within ten business days following approval. Refunds for credit card payments typically appear on your statement within two billing cycles, depending on your financial institution. For purchases made using multiple payment methods, refunds will be allocated proportionally. Store credits, if issued as an alternative to monetary refunds for bracelets, necklaces, or earrings, are generally processed within three business days of approval and do not expire unless explicitly stated. We do not issue cash refunds.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, has a manufacturing defect, or does not match what you ordered, you must email keep898@qq.com within forty-eight hours of delivery, including your order number. Please provide clear photographs showing the issue, including close‑up details and full‑item context. For bracelets and necklaces, photograph any broken links, faulty clasps, or missing gemstones. For earrings, include images of bent posts, loose backs, or mismatched pairs. We will arrange for a free return and, following verification, offer either a full refund including original shipping costs or a replacement if available. Defective items are not subject to the fourteen‑day return window but must be reported promptly. We take quality control seriously for every piece.
Exceptions for Earrings and Hygiene
For ordinary returns, earrings are subject to additional hygiene conditions. Any pair of earrings returned without original hygiene seals intact will be automatically rejected. We cannot accept returns on earrings that appear to have been worn, tested, or removed from their sealed packaging, even if the fourteen‑day window has not expired. For this reason, we strongly encourage you to inspect earrings visually without attempting to wear them. If you are uncertain about size or style, email keep898@qq.com before making a purchase. This policy protects the health and safety of all our clients. Damaged, defective, or incorrect items are handled under the separate section above.
Final Decision and Dispute Resolution
Return assessments are based on documented inspection protocols. If you disagree with a decision, you may request a secondary review by emailing keep898@qq.com within fourteen days of receiving the rejection notice. Secondary reviews require you to submit additional evidence, such as unboxing videos or independent jewelry appraisal reports. We reserve the right to refuse returns that appear to have been used, mishandled, or intentionally damaged. By making a purchase on our platform for any bracelet, necklace, or pair of earrings, you acknowledge that you have read, understood, and agreed to this Return Policy in its entirety. Our goal is to ensure fairness while protecting the quality of our jewelry collection.