Return & Refund Policy

Last updated: June 2026

Summary: Charchives jewelry is individually handcrafted to order. We do not accept change-of-mind returns, but we fully stand behind the quality of our work — defective, mis-sized, or non-genuine pieces are replaced, repaired or refunded within 7 days of delivery.

1. Eligibility

You are entitled to a replacement, free repair, or full refund if any of the following applies:

Not genuine 925 sterling silver — verified by an independent assay.
Wrong ring size shipped — the size received does not match the size on your order.
Manufacturing defect or breakage on arrival — cracks, broken links, missing stones, or a clear production flaw.
Item never delivered — tracking confirms the parcel was lost in transit.

2. What Is NOT Covered

Change of mind, wrong style chosen, or "doesn't suit me" after delivery.
Damage caused by wear, drops, scratches, or impact.
Damage from chemicals — perfume, chlorine, lotion, hairspray, cleaning agents.
Resizing or alteration performed by a third-party jeweller.
Normal patina, oxidation or tarnishing (sterling silver naturally darkens over time and can be polished).
Personalized / engraved pieces, unless the defect is in our craftsmanship.

3. Timeframe

You must contact us within 7 calendar days of delivery (delivery date = tracking-confirmed date). Claims submitted after 7 days cannot be processed under this policy.

4. How to Make a Claim

Contact us within 7 days of delivery via My Account → Returns or email hello@charchives.com.
Include your order number plus clear photos or a short video of the issue (and the packaging if it arrived damaged).
Our team reviews every claim within 2 business days and responds by email.
If approved, we will email you the Hong Kong return address and shipping instructions. Do not ship anything back before we confirm.

5. Return Shipping Costs

For approved quality or defect claims, Charchives covers the return shipping cost — either by providing a prepaid label or by reimbursing the postage cost (standard tracked service) to your original payment method. For all other cases, return shipping is the customer's responsibility.

6. Refund Method & Timing

Refunds are issued to your original payment method (credit card, PayPal, etc.).
Once the returned item is received and inspected, refunds are processed within 3 business days.
Funds typically appear on your statement within 5–10 business days depending on your bank.
Original shipping fees are refunded only if the entire order is being returned due to our error.

7. Replacements & Repairs

When a replacement is approved, we re-craft the piece and ship it free of charge — production takes the standard 1–3 business days plus normal transit time to your country. Free repairs follow the same timeline.

8. Return Address

Our return address is in Hong Kong and is provided by email only after a claim is approved. We do not publish the address publicly to avoid unauthorized returns, which cannot be processed.

9. Contact

Questions about returns or refunds? Email hello@charchives.com — we respond within 1 business day (Hong Kong time, GMT+8).