Repair & Refund

 

At ONE.Jewelry, we strive to provide our customers with the highest quality handmade pearl jewelry. If you're unsatisfied with your purchase, we're here to help. Below you'll find the details of our repair and refund policy.

Repairs

We understand that even the most carefully crafted jewelry can occasionally need a repair. If your one. jewelry item requires repair due to a manufacturing defect, we will be happy to assist you.

  • Free First Repair: Repairs for manufacturing defects (e.g., broken clasps, loose settings, etc.) are covered under our warranty for the first 3 months from the date of purchase. Note that only the first repair is free. 
  • Non-Manufacturing Repairs: If your item has been damaged due to wear and tear or accidental damage, we can still assist with repairs. Repair charges will vary depending on the damage and will be assessed on a case-by-case basis.

How to Request a Repair:

  1. Please contact us within 3 months of purchase if you believe your item requires a repair.
  2. Include your order number and a photo of the damaged item to help us assess the issue.
  3. We will guide you through the next steps, including shipping instructions if necessary.
  4. Shipping: For the first time of repair within 3 months since the order date, buyers need to pay for shipping to us. We will manage the shipping after repair. If the repair is after three months of purchasing, buyers need to pay all shipping-related cost.

 

Refunds

We want you to be happy with your purchase, and if you're not, we offer a straightforward refund policy.

  • Eligibility for Refunds: We offer refunds for items that are returned within 7 days of receiving the order. The item must be unused, in its original condition, and in the original packaging.
  • Non-refundable Items: Custom or personalized pieces, sale items, or items that show signs of use or damage are not eligible for a refund.

How to Request a Refund:

  1. Contact us within 7 days of receiving your order to request a refund.
  2. Provide your order number and a reason for the return.
  3. You will receive instructions on how to return the item. Please ensure the item is securely packaged for safe return shipping.
  4. Once we receive the returned item and confirm its condition, we will process your refund. Please note that shipping fees are non-refundable.

Refund Processing Time: Once the return is received and processed, refunds will be issued to the original payment method within 7-14 business days.

Exchanges

We currently do not offer exchanges. If you wish to change your item for a different design, size, or color, we recommend processing a return for a refund and then placing a new order.