In short: ready-to-ship pieces can be returned within 30 days of delivery; custom or engraved orders are non-refundable for non-quality reasons, but can be fully cancelled before production starts. The rules, process and timing are spelled out below.
| Order type / region | Return window | Basis & notes |
|---|---|---|
| Ready-to-ship, all regions | 30 days from delivery | Our store policy, no reason required |
| Mainland China | Statutory 7 days; we offer 30 | PRC Consumer Rights Protection Law Art. 25; custom-made goods excluded |
| United States | 30 days | No federal right of return; this page is our disclosed policy (several states require disclosure) |
| UK / EU | Statutory 14 days; we offer 30 | Your statutory rights are unaffected; bespoke goods are excluded by law too |
| Australia | 30 days | Australian Consumer Law remedies for major failures apply regardless of this policy |
We cannot accept returns in the following cases (except for quality issues):
The color, banding, inclusions, silk and texture of natural gems and jade are determined by nature — each piece is unique. Slight color variation and natural characteristics are not quality defects and are not grounds for return. We label items as accurately as possible and confirm with real photos and video.
The actual gold weight of a precious-metal piece is per its tag or certificate. The weight at order is an estimate; the finished piece may differ slightly due to craft loss, and we settle by actual weight, refunding or topping up the difference — such differences are not quality defects.
Please inspect on delivery where possible. If you find transit damage, wrong shipment, missing items or obvious defects:
Ready-to-ship pieces can be exchanged within 30 days (e.g. resizing). Shipping rules:
| Stage | Timing | Notes |
|---|---|---|
| Inspection | Within 3 business days of receipt | Refund initiated once inspection passes |
| Refund issued | Immediately after approval | We notify you in-site and by email |
| Funds arrive | Typically 5–10 business days | Depends on your bank and payment method |
| Method | Original payment method | Back to the card, Alipay, WeChat Pay or PayPal account used |
| Currency & FX | Refunded in the original currency | FX rate set by the payment provider; we add no extra charge |
We notify you at each key milestone (design confirmation, production start, completion, shipment); the cancellation window follows the latest milestone notice.
This website is operated by the entity below. Send returns, complaints and legal correspondence to the contact details below:
| Item | Details |
|---|---|
| Legal name | Australian sole trader, ABN active from 11/10/2026 |
| Registered address | 7 Bermuda St, Broadbeach Waters, Gold Coast, QLD, 4218 |
| Phone | +61 402 933088 |
| Customer service email | [email protected] |
| Service hours | Mon–Fri 09:00–18:00 (UTC+8); email replied within 48 hours |
| First response | Within 48 hours on business days |
Please contact us first via the support email; most issues are resolved within 48 hours. If negotiation fails, you may still seek relief under the consumer-protection law of your region, or raise a dispute with the payment channel — this policy does not limit any rights you have by law.
We reserve the right to refuse future orders due to return abuse (e.g. frequently returning used goods), but will not use this to reject legitimate quality claims.
Returns are governed together with our Terms of Service and Privacy Policy.
