Refund policy

1. Return Period

1. Returns and refunds may be requested within seven (7) calendar days from the date of signed receipt of the order.
2. All requests must be submitted in writing within the above period. Requests received after the deadline will not be accepted.
3. For returns due to personal reasons (e.g. dislike, poor fit, duplicate purchase, or ordering error), return shipping costs are borne by the buyer.

2. Non-Returnable Items

The following items are not eligible for return:

- Customised or discounted items
- Opened or used items
- Items where the packaging, tags, delivery notes or accessories are missing or damaged, affecting resale
- Items with quality issues caused by improper use, storage or maintenance
- Items that do not meet the "Original Condition" requirements (see Section 3)

We do not offer exchanges. If you wish to purchase a different item, please place a new order and return the original item in accordance with this Policy.

3. "Original Condition" Requirements

Returned items must meet all of the following conditions:

- Original tamper-evident seal is intact and has not been removed or damaged
- Item has not been used, altered, damaged or subject to any human modification
- All accessories including packaging box, tags, delivery notes, brochures and gifts are included

4. Return Packaging Requirements

- Each item must be placed in a separate transparent bag
- All items must be wrapped in bubble wrap and placed in a cardboard box, with bubble wrap filling any gaps to prevent movement or friction
- Please ensure items are protected from compression and moisture
- If items are damaged during return transit due to inadequate packaging, the buyer will be responsible for any related costs

5. Defective or Incorrectly Shipped Items

If the return is due to any of the following reasons, an unboxing video is required as evidence:

- Manufacturing defect or functional failure
- Incorrect item shipped by us
- Damage incurred during transit

Unboxing video requirements:

- Must show the sealed outer packaging in full, the complete unboxing process, the item and all contents
- Must be an original, unedited, high-resolution file with no cuts, fast-forwarding or post-processing
- If a qualifying video cannot be provided, we reserve the right to decline the return

6. Refund Amount

1. The refund amount is the actual amount paid for the item(s), less the original outbound shipping fee.
2. If the remaining order value after return falls below the free-shipping threshold, the original shipping fee will be additionally deducted.
3. Refunds will be returned to the original payment method (credit card or original payment channel); credit card processing fees will be deducted where applicable.

7. Return Process

Before returning any item, please email info@yuenjewellery.com with the subject line "(Order Number) Return Request" and provide:

- Name and quantity of item(s) to be returned
- Reason for return
- Your name and contact number
- Whether the item has been opened
- Clear photos of the item or unboxing video
- Refund payment details (bank name, account number, account holder full name in English)

We will issue a Return Authorisation and provide detailed instructions on how to return the item. Please do not return any item before receiving authorisation.

8. Processing Timeline

1. We will respond to your request within seven (7) calendar days of receipt and, if approved, issue a Return Confirmation.
2. Please return the item(s) together with the Return Confirmation. Return shipping costs are borne by the buyer, except in cases of statutory defect.
3. Once the returned item has been received and inspected, we will process the refund within seven (7) business days.
4. You will be notified by email upon completion of the refund.

9. Limitation of Liability

Our liability is limited to the purchase price of the item(s). We accept no liability for any indirect, incidental or consequential loss or damage. If an item's characteristics or functionality have been impaired or its value reduced due to the buyer's handling, we reserve the right to decline the refund request.

10. Governing Law and Disputes

This Policy is governed by the laws of Hong Kong. In the event of any dispute, the parties shall first attempt to resolve the matter through good-faith negotiation. If unresolved, the dispute shall be submitted to the exclusive jurisdiction of the courts of Hong Kong.