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GIGAJEWE After-Sales Policy

1. Custom Orders: K Gold Jewelry

All K Gold (Karat Gold) items are classified as custom-made products, as each piece is individually crafted or adjusted per order.

• Strict Quality Control: Every custom item undergoes meticulous manual inspection before shipment.
• Non-Returnable: We do not accept returns or exchanges for K Gold items unless there is a verified quality issue (e.g., structural defects or loose stones).
• Note: Natural inclusions in gemstones or slight color variations due to monitor settings are natural characteristics and do not qualify as quality defects.

2. 30-Day Return Policy (Non-Custom Items)

We offer a 30-day return/exchange policy for non-custom items (e.g., loose stones, silver jewelry).

• Timeline: Requests must be made within 30 days from the shipment date (the date the carrier marks the package as "shipped").
• Logistics Protection Clause: In cases of international shipping delays where the transit time exceeds 20 days, customers may initiate a return request within 10 days from the actual delivery date.
  

3. Return Conditions

To be eligible for a refund, items must meet the following criteria:

• Brand New & Unworn: No scratches, wear, odors, or alterations.
• Tag Intact: The original jewelry tag must not be removed, damaged, or replaced. If the tag is removed, the item is non-returnable.
• Complete Packaging: Must include all original packaging, accessories, and promotional gifts.

4. Shipping, Duties & Refunds

Non-Quality Returns: The customer is responsible for all costs, including:

• Return Shipping: Must be prepaid by the customer.
• Import Duties & Taxes: Any duties or clearance fees incurred upon the item's re-entry will be deducted from your final refund.
• Insurance: We recommend trackable, insured shipping. GIGAJEWE is not responsible for items lost or damaged during return transit.

Quality Issues: GIGAJEWE will cover return shipping and associated import duties for verified defects.

Refund Calculation: We refund the actual amount paid for the item. Original shipping and gift packaging fees are non-refundable. Refunds are processed to the original payment method.

5. Return Process & Processing

• Initiate: Contact gigajewe@163.com for authorization. Do not send items back without prior approval.
• Inspection: If the item shows signs of use, we reserve the right to refuse the refund and return the item at the customer's expense.
• Processing Time: Once approved and customs fees are settled, refunds are processed within 3–5 business days.
• Cancellations before shipment: custom K Gold items incur a deduction for actual material & labor costs; non-custom items get a full refund.

⚠️ Customs Clearance Responsibility 

Please note: Some countries may require additional customs clearance procedures or impose import duties, taxes, or related fees depending on local regulations. 

The customer is responsible for completing customs clearance and providing any required documentation (e.g., identification or authorization letters) upon request from customs authorities. 

All import duties, taxes, customs fees, storage charges, and any other costs related to customs clearance shall be borne by the customer and are non-refundable. 

If a customer refuses to pay duties, fails to cooperate with customs procedures, or rejects delivery, any resulting costs—including but not limited to return shipping, duties, storage, and handling fees—may be deducted from any applicable refund. 

Please note that custom-made K Gold jewelry is made specifically for each order and is not eligible for cancellation, return, or refund due to personal reasons, including refusal to complete customs clearance. 

By placing an order, you acknowledge and agree to assume all customs-related responsibilities and costs.