Politique de remboursement

Due to the nature of international shipping, we do not accept physical returns or exchanges. Instead, we offer refunds or reshipments for eligible orders in accordance with the conditions below.

7-Day Refund & Reshipment Period

You have 7 days from the date your order is confirmed as delivered, according to the carrier's tracking information, to contact us regarding an eligible refund or reshipment.

You may request a refund or reshipment if:

  • You received the wrong item: We will either reship the correct item or issue a refund for the incorrect item.
  • Items are missing from your order: You may choose a refund or reshipment for the missing item(s).
  • The color or size is incorrect: If the item received does not match the color or size specified in your order, we will either reship the affected item(s) or issue a refund.
  • The item was damaged during transit: We will either reship or refund the damaged item(s), subject to review.
  • Your order has not been delivered for an extended period: If carrier tracking indicates that your package has been delayed for an unreasonable period, we may offer a reshipment or refund.
  • An item becomes unavailable after purchase: If an ordered item is out of stock and we are unable to fulfill it, we will contact you and arrange a refund for the unavailable item.

Please note that we provide refunds or reshipments only. Physical returns are not accepted, except where a return is required by applicable law.

European Union 14-Day Cooling-Off Period

Notwithstanding the provisions above, if your order is being shipped to a European Union member state, you may have the right to cancel your order within 14 days without giving any reason, in accordance with applicable EU consumer protection laws.

The 14-day cooling-off period begins on the day you, or a third party designated by you (other than the carrier), receives the goods.

To exercise this right, you must notify us of your decision to cancel within the applicable 14-day period. The merchandise must be returned in accordance with applicable law and should, where reasonably possible, be in the same condition in which you received it, including being unworn, unused, with original tags, and in its original packaging. You should also provide your receipt or other proof of purchase.

This statutory right of withdrawal does not affect your rights regarding defective, damaged, incorrect, or otherwise non-conforming goods.

Certain products or circumstances may be excluded from the statutory right of withdrawal where permitted by applicable law.

For EU orders, where the statutory right of withdrawal applies, applicable laws regarding refunds, return shipping costs, and the timing of refunds will apply.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery. If you receive an item that is defective, damaged, incorrect, or otherwise does not match your order, please contact us promptly.

To help us evaluate your request, we may ask you to provide photographs or videos showing the item and its packaging.

After reviewing the information provided, we will determine the appropriate solution, which may include a refund or reshipment.

Address Errors and Other Customer-Provided Information

We are not responsible for delivery problems caused by incorrect or incomplete information provided by the customer at checkout, including but not limited to:

  • Incorrect or missing house number
  • Incorrect street or address information
  • Incorrect postal code
  • Incorrect recipient name
  • Other incomplete or inaccurate delivery information

Please carefully review your shipping information before completing your purchase.

If an order is returned, lost, delayed, or otherwise affected because of incorrect information provided by the customer, the order may not qualify for a refund or reshipment, except where otherwise required by applicable law.

Non-Refundable Situations

For orders that are not subject to a statutory right of withdrawal, a refund or reshipment may not be available in the following circumstances:

  • The refund request is submitted more than 7 days after confirmed delivery, except where otherwise provided by applicable law.
  • The issue was caused by incorrect or incomplete shipping information provided by the customer.
  • The item has been used, altered, damaged, or modified by the customer.
  • The issue is caused by normal wear and tear or improper use.
  • The customer fails to provide reasonable evidence requested to verify the issue.

14-Day Refund for Unused Items

For customers outside the European Union, if an item remains unused and in its original condition, we may consider a refund request submitted within 14 days of confirmed delivery.

All requests under this provision are subject to review and approval. Approval is not automatic, and the item must remain unused and in its original condition.

This voluntary refund provision does not limit or replace any statutory consumer rights that may apply in your country or region.

Reshipment Policy

We may provide a reshipment when:

  • An item was missing from your order.
  • The wrong item was shipped by us.
  • The wrong color or size was shipped by us.
  • An item was damaged during transportation.
  • Your order has not been delivered for an extended period according to carrier tracking information.

Reshipment availability may depend on product availability and the destination country or region. If reshipment is not possible, we may offer a refund instead.

Refund Process

Once we receive your refund request, we will review the information provided and notify you whether your request has been approved.

If approved, the refund will be issued to your original payment method within 7–15 business days, unless a different timeframe is required by applicable law.

Please note that after we issue the refund, additional processing time may be required by your bank, credit card issuer, or payment provider before the funds appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us so that we can assist you.

Contact Us

If you have any questions about refunds or reshipments, please contact us at:

Email: sales@chinesejewel.com