Jewlegacy™ is owned and operated by Hangzhou Jiuyang Network Technology Co., Ltd. | Legal Representative: Zhang Xinjie | Customer Support Email: service@jewlegacy.com
Business Address: Room A-191, No. 30 Sanliting Road, Zhanlongkou Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province

Return & Refund Policy

Our 30-Day Return Window

Eligible Jewlegacy™ merchandise may be returned within 30 calendar days after delivery.

The return window begins on the recorded delivery date.

Customers are encouraged to inspect products within a reasonable period after arrival so that any concern can be reported promptly.

Standard Preference-Based Return Condition

For an ordinary preference-based return, a product should generally remain:

• unworn beyond reasonable inspection;

• clean;

• materially unaltered;

• complete;

• free from customer-caused damage;

• and accompanied by original packaging and included components where reasonably possible.

Reasonably opening the package and inspecting the product does not automatically make an otherwise eligible item non-returnable.

Extensive Wear or Alteration

Preference-based eligibility may be affected where jewelry has:

• been extensively worn;

• been resized or altered after delivery;

• been deliberately damaged;

• been exposed to inappropriate handling;

• lost essential components because of customer handling;

• or otherwise experienced a material condition change after delivery.

These conditions do not automatically limit assistance where a product arrived damaged, defective, incorrect, or materially inconsistent with the description.

Personalized or Customized Merchandise

Where an item has been specifically produced, engraved, configured, or otherwise customized according to customer instructions, preference-based returns may be restricted where permitted by applicable law.

Any such restriction should be clearly identified before the order is submitted.

This does not automatically remove customer assistance where the customization supplied is materially inconsistent with the submitted request or where the product arrives damaged or defective.

Hygiene-Sensitive Jewelry

Certain items may raise legitimate hygiene considerations after actual use.

Where applicable and permitted by law, preference-based return eligibility may be restricted after use.

Any product-specific restriction should be clearly disclosed before ordering.

This does not remove reasonable assistance for defective, damaged, or incorrectly supplied merchandise.

Starting a Return

Before sending merchandise back, contact:

service@jewlegacy.com

Please provide:

1. the order number;

2. the item concerned;

3. the reason for the return;

4. the current condition of the item;

5. and photographs where relevant.

After-sales requests are normally reviewed within 3 business days after sufficient information is received.

Return Authorization

Customers should wait for return instructions before sending merchandise.

This allows us to identify the appropriate receiving facility and provide the relevant instructions.

Sending an item without instructions can delay the return if the parcel is delivered to a location that does not handle product returns.

Return Address

The public legal business address is:

Room A-191, No. 30 Sanliting Road, Zhanlongkou Subdistrict, Shangcheng District, Hangzhou City, Zhejiang Province.

This address identifies Hangzhou Jiuyang Network Technology Co., Ltd. as the legal company operating Jewlegacy™.

It is not automatically the product return warehouse.

The correct return location may vary according to inventory allocation, fulfillment facility, delivery region, or product category.

Once a return request is approved, customer support will provide the applicable return destination.

Preference-Based Returns

Preference-based returns may include situations such as:

• changing your mind;

• choosing an unsuitable variation;

• deciding that the style does not suit your preference;

• or no longer wanting a correctly supplied product that materially matches its description.

For these returns, the customer is generally responsible for reasonable return transportation costs.

Where practical, we recommend using a trackable return service.

Merchandise Damaged on Arrival

If jewelry arrives materially damaged, contact our support team promptly.

Reasonable supporting information may include:

• a photograph showing the complete product;

• close-up photographs of the affected area;

• photographs of relevant packaging;

• and a short description of the condition.

Defective Merchandise

Where a clasp, connection, setting, chain, structural component, or other part appears defective under ordinary intended use, contact customer support.

Photographs or short video may be requested where they reasonably assist in understanding the reported issue.

Incorrect Product or Variation

If the delivered item does not correspond to the product or variation ordered, contact us with the order number and clear photographs.

After confirmation, an appropriate solution will be provided.

Material Difference From the Product Description

Customers may contact us when an item is materially inconsistent with its principal description.

Normal visual differences caused by reflective surfaces, photographic lighting, screen settings, material characteristics, or reasonable manufacturing tolerances do not automatically constitute a material discrepancy.

Responsibility for Return Transportation

For an ordinary preference-based return involving a correctly supplied item, the customer is generally responsible for reasonable return transportation costs.

Where the product is confirmed to have:

• arrived materially damaged;

• been defective;

• been incorrectly supplied;

• or been materially inconsistent with its description because of our fulfillment process,

we will provide an appropriate solution without requiring the customer to bear additional return transportation costs caused by the confirmed issue.

Missing Components

If an item arrives without a component that should have been included, contact us before returning the complete product.

Depending on the circumstances, an appropriate solution may include:

• providing the missing component;

• replacing the merchandise;

• approving a refund;

• or another reasonable resolution.

Return Inspection

When an approved return reaches the designated facility, it may be reviewed to confirm:

• product identity;

• item condition;

• completeness;

• included components;

• and consistency with the approved return request.

Normal wear to outer packaging alone does not automatically invalidate an otherwise eligible return.

Refund Completion

When a refund has been approved, normal completion time is 7–10 business days.

The timeframe begins after approval.

External transaction systems may affect the exact date on which the completed amount becomes visible.

If more than 10 business days have passed after confirmation of approval, contact:

service@jewlegacy.com

Order Cancellation

Customers wishing to cancel an order should contact us as soon as possible and before dispatch.

We will make reasonable efforts to stop an order where this remains operationally possible.

Once dispatch or carrier handling has begun, cancellation may no longer be possible.

If Cancellation Is No Longer Possible

If an order can no longer be stopped, an eligible product may still qualify for the 30-day return procedure after delivery.

Fair and Practical After-Sales Handling

Our return procedure is intended to verify the request and direct products to the correct operational facility.

It is not intended to add unnecessary steps solely to discourage an eligible return.

Confirmed product or fulfillment problems will be reviewed according to the circumstances, and responsibility for a confirmed business error will not automatically be shifted to the customer.