Return and Refund Policy
Please make sure to carefully read the following return and refund policy before purchasing our products. Your purchase implies your agreement to our return and refund policy.
10-Day Return Guarantee
At CUSWELRY, we strive to make every order perfect. In the unfortunate event that a customer receives damaged or defective goods, under our 10-Day Return Guarantee, you may request a return or exchange within 10 days of receiving the product. Regrettably, we cannot provide returns or exchanges for items received more than 10 days.
It's important to note that the "10-Day Return Guarantee" applies only to damaged or defective items received by customers; other cases will not be entertained.
Customized Items
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For customized items, as they are specially made for you, we do not accept returns; we only offer exchange services.
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For any customized orders, if you change your mind, you can request a cancellation or modification within 12 hours of placing the order. Otherwise, the customized order has entered production or has been completed, we are unable to accommodate cancellations or modifications after the 12-hour window has passed.
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For any orders of customized projection jewelry, as each product page on our website provides ordering and photo guidelines, customers are fully responsible for the photos they uploaded. If you have any questions about the ordering process or photo uploads, please refer to our website's ordering and photo guidelines, or contact us.
Non-Customized Items
For non-customized orders, to ensure you receive your items promptly, we strive to ship within 24 hours of ordering. Therefore, you can request a cancellation or modification within 24 hours of placing the order; otherwise, you will not be able to cancel or modify the order.
Shipping Delays
Unfortunately, we cannot offer refunds due to shipping delays as our shipping times are estimated based on recent delivery times and are not guaranteed. While we endeavor to ensure a smooth shipping process, in the event of delayed deliveries, we will urge the carrier to provide prompt updates and expedite the delivery. We appreciate your understanding of these measures.
Accurate Order Information
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Please double-check your address details. We will not be held responsible for items lost due to incorrect addresses. Ensure that your order's address details are correct before placing an order.
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If you provide an incorrect delivery address, we will need to charge you HK$125 for parcel redelivery.
Simple Return and Exchange Process:
You can contact us via email (cuswelry.co@gmail.com) or social platforms to initiate the return or exchange process. Our customer support team will communicate with you, and please provide relevant purchase proof or receipts to facilitate the return or exchange process.
Return & Refund Arrangements:
Once the return or refund request is approved, a transaction handling fee of 4% (Hong Kong) or 6.4% (Taiwan) will be deducted from the refund. We will notify you via email whether your return request has been approved or rejected.
If your return or refund request is approved, the refund will be automatically processed back to your credit card or original payment method within 7-14 working days.
Please note that we require the returned goods to be received before processing the refund.
You will be responsible for the shipping costs, which are non-refundable.
Delayed or Missing Refunds:
If you have not received your refund, please check your bank account first. Next, contact your credit card company as there may be a delay before the refund is officially posted.
If you have completed these steps and still have not received the refund, please email us at cuswelry.co@gmail.com to get in touch.