GIGAJEWE Customize Moissanite Initial Necklace, Solid Gold Letter Pendant

GIGAJEWE After-Sales Policy

1. Custom Orders: K Gold Jewelry

All K Gold (Karat Gold) items are classified as custom-made products, as each piece is individually crafted or adjusted per order.

• Strict Quality Control: Every custom item undergoes meticulous manual inspection before shipment.
• Non-Returnable: We do not accept returns or exchanges for K Gold items unless there is a verified quality issue (e.g., structural defects or loose stones).
• Note: Natural inclusions in gemstones or slight color variations due to monitor settings are natural characteristics and do not qualify as quality defects.

2. 30-Day Return Policy (Non-Custom Items)

We offer a 30-day return/exchange policy for non-custom items (e.g., loose stones, silver jewelry).

• Timeline: Requests must be made within 30 days from the shipment date (the date the carrier marks the package as "shipped").
• Logistics Protection Clause: In cases of international shipping delays where the transit time exceeds 20 days, customers may initiate a return request within 10 days from the actual delivery date.
  

3. Return Conditions

To be eligible for a refund, items must meet the following criteria:

• Brand New & Unworn: No scratches, wear, odors, or alterations.
• Tag Intact: The original jewelry tag must not be removed, damaged, or replaced. If the tag is removed, the item is non-returnable.
• Complete Packaging: Must include all original packaging, accessories, and promotional gifts.

4. Shipping, Duties & Refunds

Non-Quality Returns: The customer is responsible for all costs, including:

• Return Shipping: Must be prepaid by the customer.
• Import Duties & Taxes: Any duties or clearance fees incurred upon the item's re-entry will be deducted from your final refund.
• Insurance: We recommend trackable, insured shipping. GIGAJEWE is not responsible for items lost or damaged during return transit.

Quality Issues: GIGAJEWE will cover return shipping and associated import duties for verified defects.

Refund Calculation: We refund the actual amount paid for the item. Original shipping and gift packaging fees are non-refundable. Refunds are processed to the original payment method.

5. Return Process & Processing

• Initiate: Contact gigajewe@163.com for authorization. Do not send items back without prior approval.
• Inspection: If the item shows signs of use, we reserve the right to refuse the refund and return the item at the customer's expense.
• Processing Time: Once approved and customs fees are settled, refunds are processed within 3–5 business days.
• Cancellations before shipment: custom K Gold items incur a deduction for actual material & labor costs; non-custom items get a full refund.