Return & Refund Policy

1. Regular Returns & Refunds (Non-Custom Jewelry)

1.1 Eligibility Criteria

• You must submit a return request within 30 days of receiving the jewelry; requests submitted after this period will not be processed (based on the logistics delivery confirmation time).
• The returned jewelry must be in a condition that is "unworn, undamaged, and does not affect resale," including but not limited to: no scratches on the jewelry, no loose gemstones, no metal deformation, and the original packaging (such as jewelry boxes, care manuals, and tags) remains intact.
• Only the "original purchaser of the order" may apply for a return, and you must provide the order number and the email/phone number used for purchase for verification.

1.2 Return Process

1. Submit a Return Request: Send an email to support@supervisale.com with the subject line "Regular Return + [Order Number]," explaining the reason for the return (e.g., style mismatch, incorrect size). Our customer service team will reply within 24 hours and send you a dedicated return label.
2. Ship the Product Back: You must ship the jewelry back to the designated address (indicated on the return label) within 7 days of receiving the label. We recommend using insured logistics and keeping the tracking number (to monitor the package status).
3. Inspection & Refund: After receiving the returned product, we will complete a quality inspection within 3 business days (checking the jewelry’s condition and verifying it is the original product). Once approved, we will initiate the refund within 5 business days. The refund amount will be returned via the "original payment method" (e.g., credit card refunds to the credit card), and the arrival time is subject to the payment platform’s rules.

1.3 Fee Instructions

• You will bear the shipping cost for returning the product. If the return is due to a "product quality issue" (e.g., material inconsistency with the description, loose gemstones upon receipt), please attach photos of the issue when applying. Upon verification, we will fully reimburse the return shipping cost (with a valid logistics fee receipt).
• The refund amount is the "actual amount paid for the product," excluding the original order’s shipping fee and insurance fee (if applicable). Partial refunds are not supported (the entire order must be returned).

2. Returns & Refunds for Custom Jewelry (Including Engraved, Custom-Designed Styles)

2.1 Eligibility Criteria

• The received jewelry has "craftsmanship defects," such as incorrect engraving content, design inconsistency with the final draft you confirmed, or gem parameters that do not match the order description (you must provide photos of the issue and the design confirmation email as evidence).
• The jewelry is severely damaged during transportation (e.g., broken metal, cracked gemstones) and the damage is not caused by improper logistics handling (you must provide the logistics waybill and photos of the damage).

2.2 Handling Methods

• If the above criteria are met, you must contact customer service to apply within 14 days of receiving the jewelry. We will prioritize "free remanufacturing of the same custom jewelry" for you (no additional costs will be borne by you, and the production cycle is the same as the original custom cycle, approximately 15-20 working days).
• If you prefer not to have the jewelry remanufactured, you may choose a full refund. The refund process is the same as the "regular return" process, and we will cover your return shipping cost and any jewelry damage inspection fees (if applicable).
• Returns requested due to non-quality issues (e.g., change of personal preference, regret after customization) will not be approved. Thank you for your understanding (please confirm all design details and requirements before customization).

3. Handling of Special Cases (Damage, Loss, Size Issues)

3.1 Received Damaged Jewelry

• If you find the outer packaging is damaged when signing for the jewelry, or discover damage to the jewelry (e.g., metal deformation, gem scratches) when opening the package, please take clear photos of the "outer packaging + damaged parts of the jewelry + logistics waybill" on the spot and send them to support@supervisale.com within 48 hours of signing for the package.
• Our customer service team will verify the situation within 24 hours. If the damage is confirmed to be non-human-induced, we will provide two solutions: ① Free replacement of the same jewelry (no need to return the damaged item, reducing waiting time); ② Direct full refund (arriving within 5 business days). You may choose either option.

3.2 Undelivered or Lost Jewelry

• If logistics shows "delivered but not received by you," or the logistics status is stuck for more than 10 days with no trace of the package, you may send an email to support@supervisale.com,attaching the logistics tracking number and proof of non-receipt (e.g., no record in the community parcel locker, statement that family/roommates did not receive it).
• We will contact the logistics provider to investigate within 3 business days. Once the package is confirmed lost, we will arrange a "free replacement" or "full refund" for you within 48 hours, and you will not be required to bear any additional costs (e.g., we cover the shipping fee for replacements).

3.3 Size Adjustment for Ill-Fitting Jewelry

• If you receive non-custom jewelry and find the size is incorrect (e.g., ring size too small, bracelet too long), you do not need to apply for a return. Instead, you may send an email to apply for the "free size adjustment service" 
• For size adjustment, you need to ship the jewelry back to us. We will cover the return shipping cost and the size adjustment craftsmanship fee. After completion, we will ship the jewelry back to you for free (the cycle is approximately 7-10 working days). Due to special craftsmanship, custom jewelry only supports "size confirmation before customization" and cannot be resized after production. You may contact customer service to obtain the Size Measurement Guide before placing an order.

4. Notes on Promotional Periods and Special Products

4.1 Promotional Period Products

• For jewelry purchased during major promotions (e.g., Black Friday, Christmas Sales, Anniversary Sales), the return and refund period is extended to 45 days (15 days longer than the regular period). Other rules are the same as the "regular return" policy.
• Some "limited-time discounted products" (e.g., marked as "Clearance Sale" or "No Returns/Exchanges" on the page) do not support returns. Please carefully check the product detail page prompts before placing an order. If no prompt is provided, the regular policy will apply by default.

4.2 Free Gifts and Accessories

• If your order includes free gifts (e.g., a free pair of earrings with a necklace purchase), the gifts must be returned along with the jewelry. If gifts are missing or damaged, the actual value of the gifts will be deducted from the refund amount (the value of gifts is indicated on the order detail page).
• If accessories matching the jewelry (e.g., the chain of a detachable pendant, the backings of earrings) are lost, it will not affect the return of the main jewelry. However, you must indicate this when applying, and we will deduct a small fee based on the value of the accessories (up to 10% of the total product price).

5. Refund Cancellation and Exceptional Cases

1. If you wish to cancel a return request after submitting it, you must contact customer service before shipping the product back. If the product has already been shipped back and entered the inspection process, the refund cannot be canceled.
2. Returns requested due to "human-induced damage" (e.g., scratches from improper wear, loose gemstones caused by self-disassembly) or "improper use" (e.g., tarnishing of silver jewelry due to failure to follow the care manual) will not be approved. You may contact customer service to obtain care advice or paid repair services.
3. If the jewelry you received comes with a "material inspection report" (e.g., a natural diamond certification), the report must be returned along with the jewelry. If the report is lost, you will need to pay an additional report reissue fee (ranging from $20 to $50 depending on the report type).