Refund policy

Thank you for choosing Jinyi Jewelry. We are committed to providing you with jewelry products that combine exquisite design and reliable quality assurance. To ensure a smooth and happy shopping experience, we hereby clarify the relevant return rules as follows. Please read them carefully before applying for a return.

 

I. Basic Return Prerequisites
1. Return Time Limit: You may apply for a return within 30 days from the date you receive the product if you have any objections to it. After the expiration, it will be deemed that you have no objections to the product, and return applications will no longer be accepted (except for special cases such as product quality issues; please consult customer service for details).

2. Product Requirements: Products applied for return must meet the principle of "not affecting secondary sales", including but not limited to:
The product itself and its accessories (such as certificates, warranty cards, gift boxes, silver polishing cloths, etc.) are intact and free from wearing marks, scratches, deformation, oxidation, or other damages;
Product tags and anti-counterfeiting marks have not been removed or damaged;
Customized jewelry (such as engraved jewelry, exclusive designed styles) has strong personalized attributes and does not support non-quality-related returns;
Special offer and clearance products must be clearly marked with "Return Not Supported" or "No Return, No Exchange" on the product detail page. Such products will not be accepted for return except for quality issues.
3. Document Requirements: When applying for a return, you need to provide relevant documents such as order number, physical photos of the product, and problem description to facilitate our quick verification and processing.

II. Return Application and Processing Procedures
1. Submit Return Application
You can submit the application through the following two methods:
Shopify Account Operation: Log in to your Shopify account, navigate to "My Orders", find the corresponding order and click "Apply for Return", fill in the return reason and upload relevant documents as prompted by the system, then submit and wait for review;
Customer Service Assistance: If you encounter difficulties in operation, you can contact us via email (Email Address: sales@jinyijewelry.com) or online customer service (Service Hours: Monday to Saturday 9:00-21:00 GMT+8). Provide your order information and product status, and our customer service will assist you in processing the return application.
2. Review and Return Confirmation
We will complete the review within 3 days after receiving your return application and inform you of the review result via email or SMS.
Approved: We will send the return address, return instructions and other information simultaneously. You need to ship the product within 7 days after receiving the notification;
Rejected: We will explain the specific reasons for rejection in detail, and you can supplement relevant materials according to the prompts or further communicate with customer service.
3. Product Return and Inspection
1. When returning the product, please package it properly to avoid damage during transportation. If the return is due to non-quality reasons such as "dislike", "no longer wanted" or other non-quality-related returns, you shall bear the return shipping cost. If the return is due to product quality issues, wrong delivery, or product inconsistency with the description, we will reimburse you for the reasonable return shipping cost after confirming receipt (based on the express waybill amount).

2. After receiving the returned product, we will complete the inspection within 3 days. The inspection contents include product integrity, whether it affects secondary sales, and whether the problem description is consistent with the physical product.

4. Refund Processing
1. After passing the inspection, we will immediately initiate the refund process. The refund will be returned to your payment account via the original payment method. The refund arrival time varies depending on the payment method, usually within 1-7 days. Please refer to the arrival notification from the bank or payment platform for details;

2. If the product is found to be non-compliant with return requirements during inspection, we will refuse the refund, inform you of the reason via email or SMS, and return the product to you via the original shipping method. You shall bear the return shipping cost.

III. Instructions on Special Products and Situations
1. Definition of Quality Issues
Products with the following situations are deemed to have quality issues:
Loosening, falling off, or damage of gemstones, diamonds, or other inlaid stones;
Unartificial breakage, deformation, or severe discoloration of metal materials (such as silver, gold, K-gold, etc.);
Obvious craftsmanship defects in the product, such as uneven joints, rough polishing, etc.;
The product is significantly inconsistent with the order description and pictures.
If you find quality issues with the product, you can contact customer service at any time without being restricted by the 14-day return time limit. We will provide you with return, exchange, or repair services according to the actual situation, and we will bear the relevant shipping and repair costs.

2. Instructions on Customized Products
Before the production of customized jewelry (including engraved jewelry and styles designed according to customer needs), our customer service will confirm the design plan, material, size and other details with you. The production process will start after confirmation. Such products do not support non-quality-related returns except for quality issues caused by our production errors. If there are quality issues, we will provide you with free repair, re-production, or handle return and refund according to your needs.

3. Instructions on Gift Cards and Coupons
1. If the order is paid with gift cards or coupons, the gift card amount will be returned to the gift card account via the original way after return. Coupons can be reused if they are still within the validity period; if they have expired, they will not be reissued;
2. Separately purchased gift cards do not support returns.

IV. Liability Definition
1. If you apply for a non-quality-related return due to personal reasons (such as inappropriate size, aesthetic changes, etc.), you must ensure that the product meets the requirement of "not affecting secondary sales". You shall bear corresponding responsibilities for any damage to the product during the return transportation;

2. If the product is damaged during return transportation due to logistics reasons, you need to claim compensation from the express company, and we will assist in providing relevant documents;

3. If your rights and interests are damaged due to our review errors or improper handling, we will bear corresponding compensation liabilities.

V. Contact Information
If you have any questions during the return process, you can contact us through the following methods:
Online Customer Service: "Online Consultation" entrance on the homepage of Jinyi Jewelry Shopify Store (Service Hours: Monday to Saturday 9:00-21:00 GMT+8);
Email: sales@jinyijewelry.com (We will reply within 24 hours);
WhatsApp: +86 19927596378