Return & Refund Policy

1). General Policy

At Tianyu Gems, we value your satisfaction and are committed to ensuring that every jewelry piece meets the highest standards of quality.

If you are not completely satisfied with your purchase, you can request a refund or exchange within 15 days after receiving your order, but the following conditions must be met:

2). Refund Conditions

The item must be unused, unworn, and kept in its original packaging.

The item must be returned together with the certificate and original packaging.

Customized, engraved, or personalized jewelry and customized loose gemstones cannot be refunded or exchanged unless defective.

All returns must be inspected by our quality control team.

3). Non-Refundable Fees

Please note that bank transfer fees, payment processing fees, international transaction charges, and duties and taxes imposed during importation are non-refundable.

After we receive and verify the returned items, only the product price will be refunded.

4). Refund Process

Please contact our customer service or your sales representative within 15 days after receiving your item.

Once your return application is approved, you will receive return instructions.

After we receive and inspect the returned item, we will refund the money to your original payment account within 7–10 working days (excluding transfer or service fees).

5). Damaged or Defective Items

If your jewelry is damaged or defective upon arrival, please contact us immediately and provide clear photos of the item and its packaging. We will arrange a replacement or full refund (only for the goods + shipping cost) if the defect is confirmed.

Note

The return must be sent by registered airmail, and the recipient's name must be yours. Please contact us before returning the item to obtain the detailed address.

● Shipping costs are non-refundable.
● The buyer shall bear the return shipping costs.

Alternatively, you can choose to keep the product and negotiate with the seller for a partial refund.

Care & Maintenance

To keep your jewelry beautiful for years:

Avoid contact with chemicals, perfumes, and water (especially salt or chlorine).

Store separately in a soft bag or jewelry box.

Wipe regularly with a soft polishing cloth.

Order Cancellation Policy for Non-Stock Customized Products

1. Overview

At Tianyu Gems, each customized jewelry piece is handcrafted to meet the unique needs of every customer.

Once production begins, materials and labor are allocated specifically to your order. Therefore, cancellation policies for customized or made-to-order items differ from those for ready-to-ship products.

2. Cancellation Before Production

• If you wish to cancel your order within 24 hours after purchase and before production begins, you can apply for a full refund, but any non-refundable transaction or handling fees will be deducted.

• If the customized design has not yet started production, cancellation will incur a design fee ranging from US$50 to US$100. The exact amount depends on the jewelry design (simple or complex).

• If a non-ready-to-ship (made-to-order) customized product has entered the production process after confirmation of the CAD (e.g., stone procurement, inventory adjustments, or similar), cancellation will incur a 30% service fee based on the total order value.

3. Cancellation After Completion

If the product has been fully produced but not yet delivered, cancellation will incur a 50% service fee based on the total order value, which will be used to cover the cost of materials and labor.

Customized products cannot be exchanged or returned, except when it is verified that there is a manufacturing defect.

Special Notes

Customized products include: engraved jewelry, personalized designs, made-to-order pieces, and any items not in our ready-to-ship collection.

Once production enters an important stage, we reserve the right to refuse to cancel the order.

4. Company-Related Refunds

If the product or service cannot be used properly due to our side's fault, we will offer a full refund with no deductions.

5. How to Cancel an Order

Please email your sales representative at Tianyu as soon as possible.

Please indicate your order number, product name, and reason for cancellation in the email.

We will confirm whether your order is eligible for a partial or full refund based on its production status.