Last Updated: June 2026

At XINGYUE GEM, customer satisfaction is our priority. We take pride in the quality of our jewelry and gemstones. If you experience any issues with your order, please contact us and we will do our best to resolve the matter promptly and fairly.

  1. Return & Refund Eligibility

You may be eligible for a return, replacement, repair, store credit, or refund if:

  • The item arrives damaged during shipping.
  • You receive the wrong item.
  • The item has a manufacturing defect.
  • The item is significantly different from the product description.

To be eligible, requests must be submitted within 5 days of delivery.

Clear photos or videos showing the issue are required for evaluation.

  1. Non-Returnable Items

The following items are generally not eligible for return or refund:

  • Custom-made jewelry
  • Personalized or engraved products
  • Items that have been worn, damaged, or altered after delivery
  • Products repaired or modified by a third party
  • Clearance, final sale, or promotional items (unless defective)
  1. Return Request Process

Step 1

Contact our customer support team within 5 days of receiving your order.

Step 2

Provide your order number along with clear photos or videos showing the issue.

Step 3

Our team will review the request and respond within a reasonable timeframe.

Step 4

If a return is approved, we will provide return instructions.

Please do not return items without authorization.

  1. Resolution Options

Depending on the specific situation, we may offer:

  • Replacement product
  • Repair service
  • Store credit
  • Partial refund
  • Full refund

The final solution will be determined after reviewing the claim.

  1. Return Shipping
  • If the issue is caused by our error (wrong item, manufacturing defect, or shipping damage), we will cover reasonable return shipping costs.
  • If a return is requested for personal reasons, the customer is responsible for return shipping costs.
  1. Refund Processing

Approved refunds will be issued through the original payment method whenever possible.

Please allow 3–10 business days for the refund to appear, depending on your bank, PayPal, Stripe, or credit card provider.

  1. Damaged Packages

If your package arrives visibly damaged, please take photos before opening the package and contact us immediately.

This helps us work with the shipping carrier to resolve the issue more efficiently.

  1. Contact Us

If you have any questions regarding returns, refunds, or after-sales support, please contact us:

XINGYUE GEM

Email: manager@xingyuegems.com

Phone / WhatsApp: +86 133 7744 3845

Website: www.xingyuegem.com

Thank you for shopping with XINGYUE GEM. We are committed to providing quality products, reliable service, and a positive shopping experience.