Return, Refund, and Exchange Policy
Thank you for choosing Aldevia Jewelry. We are committed to providing you with high-quality lab-grown diamond jewelry and a worry-free shopping experience. Please carefully read the following return, refund, and exchange policy before placing your order. By completing your order, you are deemed to have understood and agreed to the contents of this policy.
1. Scope of Return/Exchange Policy
This policy applies to all products purchased on the Aldevia Jewelry official website.
Due to the special nature of jewelry products, some items may not be eligible for unconditional returns or exchanges. Please refer to this policy for details.
2. Conditions for Return/Exchange
- We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return or exchange. You will also need to provide a receipt or proof of purchase. Requests submitted after this period will not be accepted.
- Product Condition: The product must only be tried on, not altered or cleaned. It must remain in brand new condition, without scratches, wear and tear, or artificial damage. All set diamonds and gemstones must be intact and secure, and the tags must not be removed. The original packaging box, inner bag, certificate (such as IGI/GIA), gifts, etc., must be complete and in good condition.
- Note: Missing any important accessories may affect the refund amount, resulting in different compensation amounts depending on the actual situation, or leading to the rejection of the return or exchange.
- Non-Customized Products: Only standard in-stock products (non-customized) are eligible.
3. Situations Where Returns/Exchanges Are Not Supported
- Customized products, including but not limited to: custom-sized jewelry, custom settings, and engraving.Once a customized item is confirmed for production, it cannot be canceled, returned, or refunded.
- Products that have been worn or used, or products with problems caused by artificial damage or improper storage, such as scratches, deformation, loose or missing diamonds, etc.
- Returns and exchanges of discounted items are not accepted.
- Products returned without prior application will not be accepted for any service.
4. Return/Refund/Exchange Process
If you meet the return conditions, please follow these steps:
- Step 1: Submit a Return/Exchange Request
Please contact our customer service email within 30 days of receiving the goods and provide the following information:
Order number
Purchaser's name
Reason for return
Clear photos/videos of the product and packaging
Customer Service Email: service@aldeviajewelry.com
- Step 2: Wait for Brand Review and Confirmation
Our customer service team will complete the review within 24 business hours after you submit your return/exchange request and inform you by email whether you meet the return/exchange conditions. If so, we will provide you with the return/exchange address and other information.
- Step 3: Return the Goods
Please keep a video clearly showing the condition of the goods to be returned/exchanged before packaging and shipping. The video must be continuous and unedited.
Please return the goods to the address provided by customer service. We recommend using a traceable and signed-for international logistics method.
- Step 4: Brand Inspection of Returned/Exchanged Goods
Within 24 business hours of receiving the returned/exchanged goods, we will also record a video of the unboxing process to inspect the condition of the goods, ensuring the video is continuous and unedited. Aldevia Jewelry will ensure absolute fairness, impartiality, and transparency.
- Step 5: Refund
After inspecting the condition of the goods, if the return is not approved, we will contact you. If approved, we will automatically process the refund within 10 business days using your original payment method. Please note that your bank or credit card company may also require some time to process and credit the refund. If you have not received your refund more than 15 business days after your return request has been approved, please contact us by email at service@aldeviajewelry.com.
- Step 6: Items for Exchange
In Stock: We will arrange to ship the replacement item as soon as possible after receiving and verifying the returned item, and will provide the tracking number in real time.
Out of Stock: We will inform you of the situation in advance. The production cycle of the item depends on the actual circumstances.
5. Return/Exchange Shipping Fee Instructions
- Returns due to personal reasons: Shipping costs are borne by the customer.
- If you need to return/exchange an item due to product quality issues upon receiving the package (a video of the package unboxing showing the product quality issue is required; the video must be continuous and unedited) or if the brand sent the wrong item, please contact us via email. Aldevia Jewelry will bear reasonable return/exchange shipping costs.
6. Important Notice
- All returns and exchanges must be confirmed by Aldevia Jewelry officially.
- International logistics involves uncontrollable risks; please be sure to retain your shipping documents.
- This policy does not affect your legal consumer rights.
- Aldevia Jewelry reserves the right of final interpretation of this policy.
7. Contact Us
If you have any questions about returns, refunds, or exchanges, please feel free to contact our customer service team.
Customer Service Email: service@aldeviajewelry.com
Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (HK Standard Time, UTC+8), In addition, statutory holidays are not included.