Refund policy
This policy applies to new orders placed with FUGUI Jewelry by wholesale buyers and individual customers after it is posted. A later policy change does not remove rights or commitments that applied when an existing order was placed.
Cancel before shipment
You can cancel your order free of charge before it has shipped. Email info@fuguijewelry.com with your order number as soon as possible. If your order has not shipped, we will cancel it and refund the amount you paid for the cancelled order without a cancellation fee.
Once an order has shipped, any return request is handled under the terms below.
Change-of-mind returns
We do not normally accept returns or exchanges simply because you have changed your mind. Any exceptional return of a non-faulty item requires our prior written agreement.
If we specifically agree to a non-quality-related return, a restocking fee equal to 50% of the actual merchandise amount paid for the returned items after any discounts will be deducted from the merchandise refund. The fee is calculated only on the returned items, excluding separately charged shipping, taxes and duties. We will confirm the return address, return arrangements and any agreed costs in writing before you send anything back.
This fee applies only to an exceptional, voluntarily agreed non-quality-related return. It does not apply to a cancellation before shipment, a confirmed quality issue, or a refund or other remedy required by applicable law.
Faulty, damaged or incorrect items
If an item is faulty, damaged, incorrect or not as described, email info@fuguijewelry.com with your order number, a description of the problem, and clear photos and a video showing the issue. If the problem cannot be shown in photos or video, contact us so we can arrange another way to assess it.
After receiving your order details and supporting information, we will reply and arrange the next steps within two business days. Once a quality issue is confirmed, we will bear the costs of resolving it, including any necessary return shipping. We do not charge a restocking fee for a remedy required by applicable law.
The appropriate remedy may be a repair, replacement, refund or another solution, depending on the issue and your rights under applicable law. Contact us for return instructions before sending an item back.
Refunds
When a refund has been approved and any necessary assessment is complete, we will submit it to your original payment method and confirm the details by email, unless applicable law requires otherwise or you agree to another lawful method. The time it takes for the credit to appear depends on your bank or payment provider.
Your legal rights
Nothing in this policy excludes, restricts or replaces any rights or remedies that cannot be excluded under applicable law. Where applicable law gives you a right to a repair, replacement, refund, cancellation or other remedy, those rights take priority over this policy.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact FUGUI Jewelry
Email: info@fuguijewelry.com
Customer service phone: +86 133 3787 9083
Business address: Room 402, Unit 2, Building 27, Xiawang Area 3, Jiangdong Subdistrict, Yiwu, Jinhua, Zhejiang 322023, China
For our contact details and support options, visit our Contact page.