Return Policy
Effective Date: 6-May-2026
This Return Policy forms part of and is incorporated into the Terms and Conditions of surejewelry.com. In case of any conflict, the Terms and Conditions shall prevail.
This website is operated from Thailand (see Terms & Conditions for full details).
1. Return Eligibility Period
You may request a return or report an issue within 14 days from the date of delivery.
Requests submitted after this period may be declined, except where mandatory consumer protection laws in your country of residence require otherwise.
2. Non-Returnable Items
For reasons of hygiene, customization, product integrity, and final sale classification, the following items are strictly non-returnable and non-refundable, except where defective or incorrectly supplied:
- Custom-made or personalized items
- Earrings, pierced jewelry, and other hygiene-sensitive items
- Body jewelry and intimate jewelry items
- Sale, discounted, or clearance items
- Limited edition, one-of-a-kind, and antique pieces
These exclusions apply regardless of change-of-mind or incorrect selection.
3. Product Condition Requirements
Where returns are permitted, items must be:
- Unused, unworn, and in original condition
- Returned with original packaging where applicable
- Free from damage caused after delivery
We recommend reviewing product images and descriptions carefully before purchase. If clarification is needed, customers are encouraged to contact us prior to ordering.
4. Inspection Upon Delivery
Customers are required to inspect their order promptly upon receipt.
If there is any issue, including damage, defect, or incorrect item, you must notify us within 14 days of delivery.
Supporting evidence (such as photos or video) may be requested to assess the claim. While not mandatory, such documentation may assist in faster resolution.
5. Return Authorization Requirement
All returns must be pre-approved by us in writing.
To request authorization, contact:
surejewelry3@gmail.com
Returns sent without prior authorization may be refused and returned to the sender.
6. Non-Defective Returns (Change of Mind / Incorrect Order)
Where a return is accepted for non-defective reasons:
- The return request must be made within 14 days of delivery
- The customer is responsible for all return shipping costs
- The item must be shipped using a trackable and secure service
- Any customs duties, import/export fees, or related charges are the responsibility of the customer
- Original shipping costs are non-refundable
A 10% restocking fee may apply to cover handling, inspection, and repackaging costs.
Refunds will only be processed after inspection confirms that the returned item meets the required condition standards.
7. Defective, Damaged, or Incorrect Items
If an item is confirmed to be defective, damaged during shipping, or incorrectly supplied due to our error:
- You must notify us within 14 days of delivery
- Supporting evidence may be required (photos or video)
- We will assess the claim in good faith
If approved, we will offer one of the following remedies at our discretion:
- Replacement of the item
- Repair (if applicable)
- Refund of the purchase price
- Store credit (where mutually agreed)
In such cases, we will cover reasonable return shipping costs where applicable.
8. Wholesale Orders
Wholesale orders are subject to the same return framework, with additional review due to order scale and production variability.
If there is a confirmed issue such as:
- Manufacturing defect
- Incorrect item
- Packaging or production error
- Damage attributable to shipping or our handling
You must notify us within 14 days of receipt, including supporting documentation.
If the issue is confirmed to be our responsibility, we will:
- Cover return shipping costs (where required)
- Replace the product or issue a corrected shipment
- Or provide a refund or credit, at our discretion
Refunds for wholesale orders are evaluated individually based on inspection and case assessment.
9. Refund Processing
Approved refunds will be issued using the original payment method.
Processing time may vary depending on payment provider and banking systems, but typically takes up to 14 business days after approval.
We are not responsible for delays caused by banks, card issuers, or payment processors.
10. Risk, Shipping, and Liability Alignment
All return shipments are the responsibility of the customer until received by us, unless otherwise agreed in writing.
As stated in our Terms and Conditions:
- Risk of loss transfers upon delivery to the original shipping carrier
- We are not responsible for delays or losses caused by third-party carriers or customs authorities
- International customs procedures remain outside our control
11. Exceptions
We reserve the right to assess exceptional cases fairly and in good faith, including situations not explicitly covered in this policy, provided they do not conflict with the Terms and Conditions or applicable law.
12. Contact
For all return-related inquiries:
Email: surejewelry3@gmail.com