Please be noted: The official return address provided by our customer service is different from the "ship from" address printed on your parcel. We reserve the right to reject your return and waive all liability if you send items back to the original shipping sender address.
Our jewelry is fully custom-personalized with engraving, custom sizing and exclusive designs, so cancellation rules apply strictly:
- You may fully cancel your order and get a 100% refund within 24 hours after placing your order, before production starts.
- If more than 24 hours have passed, your custom jewelry has entered crafting and engraving procedures, and we cannot accept full cancellation or full refund requests.
- If you need to adjust engraving text, size or design after 24 hours, please contact our support team immediately. Additional modification and re-production fees may be charged based on your adjustment demands.
Our return policy window is 30 days counting from the day you receive your custom jewelry package. Once the 30-day period expires, we are unable to process any refund or exchange requests.
We only accept returns under the following circumstances:
1. Items have manufacturing defects, wrong engraving text, wrong size, wrong jewelry style or quality issues caused by our production mistakes;
2. The jewelry remains unworn, undamaged, scratch-free, intact and kept in its original gift packaging;
3. You can provide valid order number or purchase receipt as proof of purchase.
The following cases are not qualified for return, exchange or refund:
1. Damages, scratches, deformation or tarnish caused by improper daily wear, collision, chemical contact, self-modification or improper storage;
2. Delivery failure, package loss or missing items resulting from incorrect shipping address you provided, missed pickup or lost parcels confirmed as delivered by logistics carriers;
3. Partial items in multi-piece orders without production defects — we only offer refunds for defective individual pieces instead of the whole set;
4. Custom jewelry with personalized content that you confirmed before production, without factory errors.
Original shipping fees you paid at checkout are non-refundable. If your return request is approved, the cost of return shipping will be deducted from your total refund amount.
We will not charge extra restocking fees for eligible defective returns.
Once our warehouse receives and inspects your returned jewelry, we will send you an email notification confirming receipt. We will also inform you whether your refund application is approved or rejected.
If approved, your refund will be issued automatically to your original payment method (credit card, PayPal, etc.). Refund posting usually takes 2–5 business days depending on your bank’s processing schedule.
If you still haven’t received your refund after inspection approval:
1. Double-check your bank or payment account balance first;
2. Contact your credit card issuer or payment platform, as refunds often require extra processing time to post to your account;
3. Reach out to your bank for further inquiry if needed.
If you complete all above checks and still cannot locate your refund, please contact our support team.
Please email our customer service to obtain the official valid return address before sending back any jewelry.
Support contact: support@mypersonjew.com
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