We hope that you are pleased with your purchase from TongWu Jewellery. However, we understand that there may be circumstances in which you wish to cancel an order, return an item or request a refund.

This Returns and Refund Policy explains the conditions under which cancellations, returns, replacements and refunds may be accepted.

This policy applies only to orders placed through our website and delivered to addresses within the United Kingdom. TongWu Jewellery currently sells and delivers products only within the United Kingdom.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Eligibility for Returns and Refunds

Customers may be eligible for a cancellation, return, replacement or refund where the conditions set out in this policy are met.

Whether a return or refund is available will depend on whether the product is a standard product or a custom-made product, the reason for the return, the condition of the product and the stage reached in processing or producing the order.

2. Returns of Standard Products

For standard, non-custom products purchased through our website, you may notify us that you wish to cancel your order within 14 days after the day on which you receive the product.

You do not need to provide a reason for cancelling a standard online order during this period.

After notifying us of your decision to cancel, you must return the product without undue delay and no later than 14 days after the date on which you informed us of the cancellation.

To request a return, please email info@tongwujewellery.com and include:

Your name

Your order number

The product you wish to return

A clear statement that you wish to cancel or return the order

Please do not send a return before contacting us and receiving the appropriate return instructions and UK return address.

3. Return Delivery Costs

Where a standard product is returned because you have changed your mind, you are responsible for the direct cost of returning the product to us.

We recommend using a tracked and insured UK delivery service appropriate for the value of the jewellery. You should retain your proof of postage until the return and refund have been completed.

Where a product is faulty, damaged, incorrect or not as described, TongWu Jewellery will cover reasonable return delivery costs where required by law.

Return delivery costs must be agreed with us before the item is sent. We may provide a UK return label or reimburse a reasonable UK return postage cost after receiving appropriate evidence.

We are not responsible for returned parcels that are lost or damaged because they were inadequately packaged or sent using an unsuitable delivery method.

4. Condition of Returned Products

Returned products must be kept in good condition and should be returned with any original jewellery box, pouch, certificate, accessories and packaging supplied with the order, where reasonably possible.

You may inspect the product in the same way that you would reasonably be permitted to inspect it in a physical shop.

The product must not have been worn beyond what is reasonably necessary to inspect it. It must not have been altered, engraved, resized, repaired, damaged or otherwise handled in a way that reduces its resale value.

If the product’s value has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and condition, we may make a reasonable deduction from the refund to reflect the reduction in value.

A missing or damaged jewellery box, certificate or accessory may also result in a reasonable deduction where its absence has reduced the value of the returned order.

5. Custom-Made and Personalised Products

The statutory right to cancel because you have changed your mind does not normally apply to products that have been made to your specifications or clearly personalised.

Custom-made products may include jewellery that has been made, sized or altered according to your individual instructions, including specially requested:

Sizes

Gemstones

Colours

Materials

Engravings

Measurements

Finishes

Design changes

We may, at our discretion, allow a custom order to be cancelled before design work, material purchasing or production has begun. Please contact us as soon as possible if you wish to cancel a custom order.

The fact that a custom-made product is not eligible for a change-of-mind return does not affect your statutory rights if the product is faulty, damaged, incorrectly made or materially different from the agreed design or description.

If you believe that a custom-made product has a quality or manufacturing issue, please contact us at info@tongwujewellery.com and provide your order number, a description of the issue and clear photographs where appropriate.

We will review the issue and discuss the appropriate solution with you. Depending on the circumstances, this may include a repair, replacement, alteration, price reduction or refund.

Minor handmade variations, reasonable variations in natural or laboratory-created stones, and differences caused by lighting, photography or screen display are not normally considered faults where the product remains consistent with the agreed description and design.

6. Original UK Delivery Charges

Where you validly exercise your statutory right to cancel a standard online order, we will refund the cost of the least expensive standard UK delivery method offered for that order.

If you selected a more expensive delivery option, such as express or priority delivery, the additional amount above the cost of our standard delivery service will not be refunded.

Original delivery charges will not normally be refunded for returns that fall outside the statutory cancellation period or are accepted by us as a discretionary return.

Where the product is faulty, damaged, incorrect or not as described, the original delivery charges will be handled in accordance with your statutory rights.

7. Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery.

If your product arrives damaged, is faulty, is not the product you ordered or does not match its description, please contact us as soon as possible at info@tongwujewellery.com.

Please include:

Your name

Your order number

A description of the issue

Clear photographs of the product and packaging, where appropriate

Where a replacement is the appropriate remedy and the product or necessary materials remain available, we will arrange for a replacement product to be made or sent to you within the United Kingdom.

Where a replacement is not possible or is not the appropriate legal remedy, we may offer a repair, price reduction or refund, depending on the circumstances and your statutory rights.

We will cover reasonable UK return and replacement delivery costs where the problem was caused by a fault, damage, an incorrect item or an error on our part.

Normal wear and tear, accidental damage, improper storage, failure to follow jewellery care instructions, unauthorised repairs and damage caused after delivery are not normally treated as manufacturing faults.

8. Refund Processing

Once we have received and inspected an eligible return, we will notify you whether the refund has been approved.

For a valid cancellation of a standard online order, we will issue the refund without undue delay and no later than 14 days after we receive the returned product or receive satisfactory evidence that the product has been sent back, whichever occurs first.

For faulty products, an approved refund will be issued within the timeframe required by applicable UK consumer law.

Refunds will normally be made to the original payment method used for the order. This may include PayPal, Stripe, a payment card or another payment method displayed at checkout.

After we issue the refund, PayPal, Stripe, your card issuer or your bank may require additional time to credit the funds to your account. This processing time is outside the direct control of TongWu Jewellery.

The refunded amount will normally appear in your account within 30 days of our refund confirmation, although the exact timing depends on the payment method, payment provider and financial institution.

If you have received confirmation from us that a refund has been issued but it has not appeared after 30 days, please contact your payment provider and email us at info@tongwujewellery.com so that we can provide any available refund reference information.

9. Cancelling an Order Before Dispatch

If you wish to cancel an order after placing it, please contact us as soon as possible at info@tongwujewellery.com.

Please include your name, order number and a clear statement that you wish to cancel the order.

We will review the status of the order and tell you whether cancellation is still possible.

A standard order can normally be cancelled before it has been dispatched.

If the order has already been dispatched, you may need to receive and return it in accordance with the standard returns procedure.

We cannot guarantee that an address change or cancellation request can be completed after an order has entered the packing or dispatch process.

Any replacement delivery address must be a valid UK address.

10. Cancelling a Custom Order

Custom orders require an initial deposit equal to 50% of the agreed total price, with the remaining balance becoming payable when the product has been completed and before dispatch.

You should contact us immediately if you wish to cancel a custom order.

If design work, material purchasing or production has not yet begun, and no third-party costs have been committed, we will consider whether the order and deposit can be cancelled and refunded.

Once design work, material purchasing or production of a custom order has begun, the deposit will normally be non-refundable because it is used to cover design work, labour, materials and production time reserved for the order.

The amount retained will not exceed the reasonable costs and losses directly resulting from the cancellation. If our reasonable costs and losses are less than the deposit paid, we will refund the remaining amount.

If a custom order is cancelled because TongWu Jewellery is unable to complete it, and the cancellation was not caused by your actions or failure to provide required information, we will refund the payments received for the unfulfilled order.

These cancellation conditions do not affect your statutory rights where a custom product is faulty, not as described or does not conform to the agreed contract.

11. Exchanges

If you receive a damaged, faulty or incorrect product, we may arrange an exchange or replacement where this is appropriate and the product or required materials remain available.

For change-of-mind returns, we do not currently provide direct exchanges unless we agree otherwise in writing.

Where you wish to purchase a different standard product, you may return the eligible original product in accordance with this policy and place a separate new order.

Custom-made products cannot normally be exchanged because they have been made according to the customer’s individual requirements.

All replacement products can only be delivered to a valid UK address.

12. Items Sent Without Prior Contact

Please contact us before returning any product.

Items sent to us without prior notice, sufficient identification or the correct return information may take longer to process.

Returns must be sent to the UK return address provided by us.

We are not responsible for an item returned to an incorrect address or for a parcel that cannot be linked to an identifiable order.

13. Return Packaging

You are responsible for packaging a returned product securely.

Jewellery should be placed in its original box or another suitably protective container and packaged to prevent movement, impact, scratching or crushing during transit.

Please do not send jewellery in an unprotected envelope.

Where damage occurs during return delivery because the item was not reasonably and securely packaged, we may reduce the refund to reflect the resulting loss in value, where permitted by law.

14. Payment Disputes

We encourage you to contact us first if you have a problem with an order so that we have an opportunity to investigate and resolve it.

Opening a PayPal claim, payment dispute or card chargeback does not remove or replace the return requirements in this policy, except where the relevant payment provider or card issuer instructs otherwise.

We may provide relevant order, delivery, communication and policy records to PayPal, Stripe, the card issuer or another payment provider where reasonably required to respond to a dispute.

Your rights under PayPal Buyer Protection, card scheme rules or applicable UK consumer law may apply separately from this policy.

15. Contact Us

To request a cancellation, return, replacement or refund, please contact:

TongWu Jewellery

Email: info@tongwujewellery.com

Please include your name, order number, the item concerned and the reason for contacting us.

Where the issue involves damage, a fault or an incorrect product, please also provide clear photographs where reasonably possible.

All orders, replacements and returns under this policy must relate to a valid UK delivery address.