Introduction

 

Ready-Stock Products: Returns or exchanges are accepted within 30 calendar days of delivery, provided the item is in brand-new, unworn condition with the original packaging and any included gift items (if any).

Custom-Made Products: As these are custom pieces, we cannot accept returns or exchanges unless there is a manufacturing defect or an incorrect product was sent. Please contact our support team within 3 business days of delivery.

Return Shipping Cost: For non-quality issues, return shipping cost will be covered by the buyer. For quality issues, wrong product, or missing product(s), please reach out to our support team for assistance.

Refund Processing Time: Refunds are processed back to the original payment method within 3–7 business days after the returned package is received. Reminder: original shipping fee from sender is non-refundable.

 

Contact Us: Please reach out to us before sending any returns.

Email: info@sherajewelry.com (response expected within 24–48 working hours).

 

I. Definitions

 

Ready-Stock: Products that can be shipped within 3 business days after payment.

Custom-Made Products: Products that include any customization or require production (e.g., ring size, metal color, engraving, gemstone replacement/cutting, custom sizing).

 

II. Scope and Conditions of Returns & Exchanges

 

1. Ready-Stock Products

  You may request a return or exchange within 30 calendar days of the delivery date shown in the tracking details.

  Products must be kept in a condition that does not affect resale value, and must include the original packaging box, accessories, certificates, warranty card, and any gift items (if any).

  Unauthorized returns (without prior approval) will be refused or subject to processing delays.

 

2. Custom-Made Products

  Returns or exchanges are not accepted, except in cases of manufacturing defects, incorrect shipments, or missing items in your order.

  If a quality issue arises, we will provide a solution of repair, replacement, or return (refer to Section IV for details).

3. Ineligible for Returns/Exchanges (Examples)

  Products showing obvious signs of use, scratches, alterations, unauthorized repairs, or missing accompanying items (such as certificates or gift items).

  Products with personalized/customized features (including engravings, special sizing, gemstone replacement, or exclusive CAD designs) are not eligible for return/exchange without valid reasons.

  Products marked as Final Sale/clearance (excluding quality issues).

  Returns submitted after the eligible time frame or sent back without trackable shipping.

 

III. Fees & Charges

  Certificate Replacement Fee: If a third-party certificate (e.g., IGI, GIA) is lost, the cost of replacement or re-inspection will paid by the customer.

  Shipping / Customs Duties: Sender shipping fees are non-refundable. For returns not caused by quality issues, the return shipping, potential import duties, and domestic or international customs fees are the responsibility of the customer.

  Price Fluctuations: Refunds will be calculated in USD. The customer will bear any cross-border or interbank currency conversion fees or transaction charges are determined by the card issuer or payment platform.

 

IV. Quality Issues / Incorrect Shipment Handling

 

  Please contact our customer service within 3 business days of delivery and provide the following: order number, description of the issue, and clear photos/videos (including outer packaging and shipping labels).

  If the issue is confirmed to be a quality problem (e.g., loose prongs, cracked welds, missing/loose small stones, excluding any damage caused by the user):

1. We will propose repair or replacement solutions for your consideration.

2. If you prefer to return the product, please contact info@sherajewelry.com for return authorization and return instructions.

3. Return shipping costs can be reimbursed or credited during the refund/exchange process, with guidance from the Shera support team.

4. Issues not considered quality problems (normal wear, minor scratches, oxidation/plating discoloration, damage from chemicals or external forces) are not eligible for return or exchange.

5. Refunds: Once the return is confirmed, refunds will be processed according to the return policy, with deductions applied as applicable.

 

V. Order Changes and Cancellations

 

1. Ready-Stock Products

Before shipment: You may cancel or request to modify your order without any additional fees.

After shipment: Cancellation is no longer available; please follow the return process outlined in Section VI.

2. Custom-Made Products

  Before production: Orders can be canceled/modified within 48 hours of order placement without any additional fees charged.

  During production (stone selection, material preparation, scheduling, CAD, cutting, setting): 30% service fee will be charged.

  Completed Products Pending Shipment: 50% service fee will be charged.

  Shipped: Cancellation is no longer available; please follow the return process outlined in Section VI.

 

VI. Standard Return Process

 

1. Submit a Request:

Send an email to info@sherajewelry.com with your order number and the keyword “Return / Exchange” in the subject line.

2. Obtain Authorization & Address:

Once approved, we will send you an RMA number, the return address, and packaging instructions. Please ship your order out within 7 working days and upload a trackable shipping number.

3. Packaging & Shipping:

  Keep the original gift box, certificates, and gift items, place the product in the inner box, and then into an outer box with double-layer packaging.

  Do not label the outer box with words like “jewelry” or “diamond”.

  Use FedEx, DHL, or any trackable shipping service. Insure the shipment for an amount equal to your order value. Self-service drop-off lockers are not recommended to avoid potential loss.

4. Receiving & Inspection:

  Returned packages will undergo quality inspection within 2–5 working days.

  If the product does not meet return/exchange standards, we will contact you to discuss further options (return or repair quotation).

 

VII. Refund Information

 

  Timeline: Refunds will be processed to the original payment method within 3–7 business days, depending on your bank’s processing time.

  Coverage: Refunds do not include the sender’s original shipping fees, and any applicable certificate or customs clearance fees will be deducted from the refund.

  International/Transshipment: Secondary customs duties/fees from returns are the responsibility of the buyer.

 

VIII. Special Categories

 

Final Sale: Products marked as “Final Sale” or clearance on the website are only eligible for return or exchange in cases of defective delivery or incorrect shipment.

Gift Items: If your order includes gift items, please return them together with your order. Otherwise, the gift items’ value will be deducted from the refund.

 

IX. Contact Us

 

Email: info@sherajewelry.com

Online Chat: Please use the live chat feature at the footer of our website.

Customer Service Hours: 09:00–18:00 (Pacific Time, PT) Monday–Friday; In general, we respond within 24–48 working hours.

 

X. Legal & Policy Updates

Shera Jewelry reserves the right to update this policy at any time without prior notice. The updated version will take effect immediately upon release and apply to new orders as well as orders still within the after-sales period. In case of any conflict with local mandatory consumer protection laws, the laws shall prevail.

Reminder: Before purchasing, please verify product size, metal type, setting specifications, and any personalized information. We recommend recording an unboxing video upon delivery. For delivery by a specific date or other special requests, please contact our support team in advance to confirm feasibility.