Customer service
Return & Refund
Return rules and the full process for pure gold items. Contact us before shipping anything back.
Pure gold & the return window
Pure gold has cash-equivalent value, so it is not eligible for the standard 7-day online return window. Returns or exchanges are not accepted except for major defects as defined on this page.
If there is no major defect but you still wish to proceed, we will handle it as a gold buyback (based on actual gold weight and the day’s gold price—see below).
Please record the entire unboxing
To protect both sides, please record the entire unboxing. The video should clearly show: intact outer packaging/seals → opening process → full item and details. If the video is not continuous, unclear, or cannot match the parcel to the item, after-service support may be affected.
What you’re covered by
- Major defect: we’ll help you exchange the item (a qualifying full unboxing video is required).
- Not a major defect but you still want to proceed: handled as a gold buyback (by weight at the day’s gold price).
What counts as a “major defect”?
Examples that may qualify as major defects
- Clasp / chain clasp failure—cannot open, close, or secure properly
- Breakage or severe deformation that affects normal wear
- Stone missing on a set piece, not caused by pulling/impact (if prongs are intact, repair may apply—see After Service)
- Clearly does not match the order (e.g., wrong style or specification)
Examples generally not considered major defects
- Natural textures, inclusions, or color variation in crystals and pearls
- Minor marks or fine surface lines from handcrafting
- Change of mind on size, length, or style preference (not product damage)
- Scratches or dents from normal wear after use
Final determination is based on inspection of the item and your unboxing video. If unsure, contact us first.
Major defect: exchange
- Contact us as soon as possible with your order number, unboxing video, and defect photos.
- Once confirmed as a major defect, we’ll help you exchange. Replacement depends on stock; if the same item is unavailable, we’ll discuss alternatives.
- Round-trip shipping for exchanges: unless caused by our error, return/exchange shipping is paid by the customer.
Not a major defect: gold buyback
If you wish to return for personal reasons, or the item is not a major defect, we handle it as a gold buyback—not a refund of the original purchase price.
No wear deduction on gold buyback—pricing is by weight at our buy rate. Sell and buy rates differ, as at most gold shops.
- Amount is calculated from actual gold weight at our buy rate (labor, stones, and non-gold parts may be excluded or priced separately—confirmed per case).
- Confirm eligibility and pricing with us before shipping the item back.
- This counts as a return for personal reasons and applies to the return limit below.
This is not the same as paying for an order with old gold at checkout. Return buyback still uses the day’s buy rate.
Trade-in and buyback details: After Service.
Custom-made & pre-order items
Customized lengths and pre-order items are custom-made and not eligible for the 7-day return policy. Please confirm style, size, and length before ordering.
- Once the order is confirmed and production/sourcing begins, cancellations or refunds for personal preference are not accepted (except major defects).
- Pre-order lead time varies by design and process—ask us for an estimate before ordering.
Item condition & documents
- Items must be brand-new: jewelry, box, gifts, and inner/outer packaging intact—no signs of wear, trying on, cleaning, or alteration.
- Include the authenticity certificate and receipt (or proof of purchase); missing items may affect eligibility.
- Promotional bundles, gifts, or add-ons must be returned as a set—partial returns are not accepted (except major-defect exchanges, confirmed per case).
Returns & exchange process
- Contact us (LINE: @cc9999) with your order number, issue description, unboxing video, and photos. Ship only after we confirm how to proceed.
- Ship within 2 days after your request is approved. Include your name, LINE ID, or order number inside the package.
- We recommend registered mail or tracked/insured shipping. Loss or damage in transit before we sign for the parcel is the sender’s responsibility.
- We record the full unboxing upon receipt. After inspection, refunds or buyback payments are processed within 3 business days (bank posting time not included).
- Refunds are made by bank transfer. If the refund account is not with Cathay United Bank, transfer fees are borne by the customer.
- For LINE Pay orders, the handling fee covers payment processing and is non-refundable if the order is cancelled or refunded.
Return shipping for exchanges or buyback is paid by the customer, unless the issue was caused by our error (e.g., wrong item shipped).
Return limit
“Personal reasons” include: returns without a major defect, gold buyback, regret over size/style, or return requests outside the return window. If personal-reason returns exceed two times, we may restrict or terminate your ability to purchase. Thank you for your understanding.