Refund policy

1. Eligibility & Return Window

 7-Day Return Window: If you discover that your item is damaged or defective, you must contact us within 7 calendar days of receiving your item (including Saturdays, Sundays, and public holidays) to request an exchange. Overdue requests will not be accepted.

 Defect / Incorrect Item Notice: Please provide photo or video proof within 48 hours of delivery.

2. Valid Return Reasons & Conditions

We only accept returns and exchanges for the following reasons:

 The item is damaged or defective upon arrival (manufacturing defects only).

 The item received is not what you ordered (store error).

Condition Requirements:

 Must be unworn, unused, scent-free, scratch-free, and in pristine original condition.

 You must present a valid Order Number or Receipt as proof of purchase. Returns will not be accepted without valid proof of purchase.

 Must include all original jewelry boxes, velvet pouches, polishing cloths, warranty cards, free gifts, and packaging accessories intact.

3. Non-Returnable Items (Including but not limited to)

The following are strictly ineligible for returns or exchanges:

 Items that are no longer in brand-new condition or have been worn/used.

 Items cleaned with water or chemical detergents, or damaged due to improper care (perfume, cosmetics, chemicals, water/sweat corrosion, physical pulling, etc.).

 Items with human-induced damage, stains, or missing parts/packaging.

 Change of mind or personal preference returns.

 Natural pearl surface characteristics, slight growth textures, or minor screen color discrepancies.

 Custom, resized, or engraved bespoke jewelry.

 Pierced earrings (due to hygiene regulations once opened).

 Free gift items, items redeemed with store credit, or items that have already been exchanged once.

 Requests submitted after the 7-day delivery window.

4. Return Process, Shipping Fees & Unauthorized Returns (Important Notice)

 Step 1 (Initiate & Verification):

 Contact our team via WhatsApp (+852 4491 9503), Email, or Instagram DM within 7 days of receiving the package.

 Provide your Order Number/Receipt along with clear photos and/or videos for eligibility verification.

 Step 2 (Return Shipment):

 Once approved, ship the package back to our designated office address.

 All round-trip shipping fees incurred during the return/exchange process are the sole responsibility of the customer. Shipping fees are strictly non-refundable.

 Items must be returned using a trackable courier service (e.g., SF Express). Solas is not liable for items lost or damaged in transit.

 Step 3 (Dispatch of Replacement):

 Upon receipt and inspection of the returned package, exchanges will be processed within 5 business days (excluding Saturdays, Sundays, and public holidays).

 Replacement items will be dispatched directly via SF Express with Freight Collect (paid by recipient upon delivery).

 ⚠️ Unauthorized Returns:

 Any items returned without prior application/confirmation, or items that do not meet the return criteria, will not be processed and will be immediately returned to the sender via SF Express Freight Collect without prior notice.

 Customers shall bear all associated costs, fees, and risks.

5. Refund Processing

 Approved refunds will be processed via original payment method or bank transfer within 14 business days following successful receipt and inspection of the returned goods.

✦ 聯絡我們 ｜ Contact Us

 WhatsApp: +852 4491 9503

 Official Email: solasjewelrypearl@gmail.com

 Instagram: @solas_pearl_jewelry