1. Time for returns and refunds
We have a 30-day returns and refund policy, which means you have 30 days to request a return or a refund after receiving your package.
To start a return or a refund, you can contact us at info@jentlejewelry.com. If your return is accepted, please follow the instructions to send back the item. Item sent back to us without first requesting a return will not be accepted.
Please note that info@jentlejewelry.com is the only email address for return, refund, inquiry and other customer service of Jentle Jewelry. We do not take any responsibility, if you contact any other email addresses which causes you could not get reply from us.
2. Refunds for returns
A. Free returns:
We offer free returns without reasons in 30 days after receiving the package for customers from the following countries or areas:
- North America: United States, Canada, Mexico
- South America: Brazil, Chile
- Europe: United Kingdom, France, Germany, Italy, Spain, Netherlands, Poland, Belgium, Switzerland, Czech Republic, Portugal, Ukraine, Russia
- Asia: Japan, Korea, Israel, United Arab Emirates, Saudi Arabia
- Oceania: Australia
Customers need to send back return items in 15 days from the day that we have approved your return request. We'll send you the shipment label when your return request is approved. Customers need to send out the package by themselves or our courier will come to your place and collect the return items.(It depends on which country you are in)
If customers fail to send back us return items in 15 days, the free return service we provide would be expired. Customers need to send back items and pay the return fee by themselves.
We only provide ONE free return for per order. If customers initial a second return, the return fee is borne by the customers and the second return items need to be sent to us by customers themselves as well.
Please note that the shipping fee would not be the part of your refund, except for free shipping. It would be deducted when you get your refund.
We will notify you once we have received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded to your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 7 business days have passed since we have approved your return, please contact us at info@jentlejewelry.com.
Free Returns does not apply to this situation: If you request a return after your package falis to be delivered at the first time and your package is on its way to return to our courier's warehouse before your package resends to you, your refund would be sent back to you deducted the shipping fee (except for free shipping) and a $10 USD return fee to sender. Please note that the return fee is paid to the courier.
B. Non-free returns:
For customers from countries or areas other than the above-mentioned ones, we currently can not provide free return. Please make sure all the taxes(If there are taxes included) have been paid in advance before your package is shipped out. If the taxes are not paid in advance, these taxes will be deducted from your refund.
Please note that the shipping fee would not be the part of your refund, except for free shipping. It would be deducted when you get your refund.
We will notify you once we have received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded to your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 7 business days have passed since we have approved your return, please contact us at info@jentlejewelry.com.
3. Refunds for order cancellation and order change:
If you cancel or change your order before the tracking number is issued, all of your refund would be sent back to you.
If you cancel or change your order after the tracking number is issued which means your package has been collected by our courier and before the package departs from the original facility of our courier(according to the shipping status), your refund would be sent back to you deducted the shipping fee (except for free shipping) and a $10 USD fee of return to sender. Please note that the return fee is paid to the courier.
If you cancel or change your order after the tracking number is issued, after the package departs from the original facility of our courier(according to the shipping status) and before the package is delivered. we don't accept any order cancellation or change. You could request a return after receiving the package.
If you cancel your order after your package falis to be delivered at the first time and your package is on its way to return to our courier's warehouse before your package resends to you, your refund would be sent back to you deducted the shipping fee (except for free shipping) and a $10 USD return fee to sender. Please note that the return fee is paid to the courier. Free Returns doesn't not apply to this situation.
4. Non-refundable situation
- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging(Item must be wrapped in the original jewelry pouch or jewelry box) . Please notice that your refund will not be accepted, if the item is damaged or not wrapped in the original jewelry pouch or jewelry box.
- The package is marked delivery on the shipping status but you fail to receive it because of steal, loss and etc. We have no responsibility to resend you a new package or refund for this situation.
- The package is marked delivery on the shipping status but you fail to receive it because you provided us an incomplete or wrong address. We have no responsibility to resend you a new package or refund for this situation.
- You have returned the package by yourself but the package is lost or stolen during shipping, which causes we could not receive your package. We have no responsibility to refund for this situation. (Do not apply to free returns)
- If your package departs from the original facility of our courier(according to the shipping status) and before the package is delivered. we don't accept order cancellation or refund during the delivery process. You are still able to request a return after receiving the package.
5. Damages and issues
Please inspect your package after receiving it and contact us immediately if the item is defective, damaged or if you have received the wrong item, so that we can evaluate the issue and make it right.
6. Exchanges
We don't accept any item exchange. You could request a return and purchase the item you like again.
When you purchase in Jentle Jewelry, you agree to these terms and conditions above.