Refund Policy for Jamesaveuy

Since 1954, Jamesaveuy has crafted jewelry that holds beauty and meaning—and our refund policy is designed to honor that trust: transparent, fair, and tailored to the unique needs of handcrafted, often sentimental pieces. This policy outlines the conditions, processes, and timelines for requesting refunds, aligning with our Customer Service Policy and Terms of Purchase to ensure a seamless experience. By requesting a refund, you acknowledge and agree to these terms.

1. Eligible Refund Scenarios

We issue refunds only for requests that meet the following criteria—with special considerations for custom and handcrafted jewelry:

1.1 Order Cancellation Refunds（订单取消退款）

Before Production/Shipment: You may request a full refund if you cancel an order before it enters production (for custom pieces) or before it ships (for in-stock items). To cancel, email [email protected] with your order number within 24 hours of placement (custom orders) or 48 hours (in-stock items)—per Section 6 of our Terms of Purchase.
We Initiate Cancellation: If we cancel your order (e.g., out-of-stock handcrafted charms, pricing errors, payment verification failures), we’ll automatically process a full refund to your original payment method within 3 business days, with a confirmation email sent to you.

1.2 Non-Custom Jewelry Returns

Eligible for a full refund if:
The item is returned within 30 days of delivery (per Section 5 of our Terms of Purchase);
The item is unused, unworn, and undamaged (no scratches, tarnish, or removed tags);
Original packaging (Jamesaveuy gift box, anti-tarnish pouch, authenticity card) is intact.
Refund amount includes the product purchase price + applicable taxes (shipping is free for all orders, so no shipping fees to refund).

1.3 Custom Jewelry Refunds

Custom pieces (e.g., engraved necklaces, birthstone-embedded rings, personalized charms) are non-refundable unless:

The item has a manufacturing defect (e.g., loose gemstones, incorrect metal type, engraving errors not approved by you);
We fail to deliver the piece as agreed (e.g., missed production timelines by 7+ days, design not matching your confirmed preview).
For eligible custom refunds: We issue a full refund (including any custom fees) or offer a free redesign (your choice)—no need to return the defective piece in most cases (we may ask for photos to verify the issue).

1.4 Defective/Damaged Jewelry

If you receive a piece with craftsmanship defects (e.g., faulty clasps, uneven metal polishing) or shipping damage (e.g., crushed gift box, broken chain), you’re eligible for a full refund within 14 days of delivery (per Section 7 of our Terms of Purchase).
To claim: Email photos of the defect/damage and your order number—we’ll process the refund within 2 business days (no return required for minor defects; we may request returns for major issues, with a pre-paid label provided).

1.5 Shipping-Related Refunds

We issue refunds only for shipping-related issues caused by our error:
Your order is confirmed lost by the carrier (after we assist with a 3–5 day carrier investigation, per Section 4.1 of our Customer Service Policy);
Delivery is delayed by 10+ business days beyond the estimated timeline (not due to carrier weather delays or incorrect addresses you provided).

2. Refund Request Process

Follow these steps to request a refund—our team will guide you with the same care as our jewelry craftsmanship:

2.1 Prepare Required Information

Gather these details to speed up your request:

Full name and account email (if you have a Jamesaveuy account);
10-digit order number (found in your order confirmation email);
Reason for refund (e.g., “non-custom ring return,” “engraving error on necklace,” “lost package”);
Supporting materials:
For returns: Photos of the item (front/back) and original packaging;
For defects: Close-up photos of the issue (e.g., loose gemstone, scratched metal);
For lost packages: Screenshot of carrier “lost” status (if available).

2.2 Submit Your Request

Primary Channel: Email our customer service team at [email protected] with the required information.
For Returns: After we confirm eligibility, we’ll send a pre-paid return label (U.S. orders only) via email—print it, package the item securely, and drop it at the carrier location (USPS/UPS, per label instructions).
For Custom/Defective Refunds: No return is needed unless we specifically request it (we’ll cover return shipping if required).

2.3 Review & Confirmation

Our team reviews refund requests within 1–2 business hours (weekdays, 9 AM–5 PM CT—consistent with our Customer Service Policy’s response 时效).
We’ll email you to confirm:
Approval: Refund amount, payment method, and estimated processing time;
Denial: Clear reason (e.g., “custom necklace has no defects,” “returned ring shows signs of wear”).

3. Refund Timeline & Method

3.1 Processing Time（处理时效）

Refund Type	Processing Timeline
Order Cancellation	3–5 business days after cancellation confirmation
Non-Custom Return	2–3 business days after we receive/inspect the item
Custom/Defective	1–2 business days after verifying the issue
Lost Package	3–4 business days after carrier confirms loss

Note: Refunds may take additional time to appear in your account (varies by payment method—see Section 3.2).

3.2 Refund Method

All refunds are issued to your original payment method (to ensure security and compliance with financial regulations):

Credit/Debit Cards: Refunds post within 5–7 business days (depends on your card issuer’s processing time);
PayPal: Refunds credit to your PayPal account within 2–3 business days;
Apple Pay/Google Pay: Refunds appear in your digital wallet within 3–4 business days.
Store Credit Option: If you prefer, you may request a store credit (instead of a monetary refund) – credited immediately upon approval, valid for 12 months, and usable for any Jamesaveuy jewelry (including custom pieces).

3.3 Status Inquiries

If you don’t receive your refund within the expected timeline:

Check your bank/wallet statement (refunds may be labeled “Jamesaveuy Refund”);
Email [email protected] with your order number and refund confirmation details – our team will trace the refund and share updates within 1 business day.

4. Special Refund Rules

4.1 Promotional & Discounted Items

Refunds for items purchased with promo codes or during sales are issued for the actual amount paid (not the original retail price).
Example: If you bought a $150 charm with a 20% discount (paid $120), your refund will be $120 (plus taxes).

4.2 Gift Purchases

If you received jewelry as a gift and request a refund:
Refunds are issued to the gift giver’s original payment method (we cannot issue cash refunds to gift recipients);
Alternatively, we can provide a store credit to you (with the gift giver’s consent).

4.3 Repairs vs. Refunds

For heirloom or sentimental pieces (e.g., family birthstone rings), we offer a repair option (instead of a refund) – small repairs (e.g., re-polishing, clasp replacement) are free for items purchased within 1 year; larger repairs (e.g., gemstone replacement) are offered at a discounted rate.

5. Non-Refundable Items & Situations

We cannot issue refunds for:

Custom jewelry with no defects or errors (per your approved design preview);
Non-custom jewelry returned after the 30-day window (per Section 1.2);
Items damaged by improper care (e.g., silver charms tarnished from chemical exposure, rings scratched from wear);
Lost or stolen jewelry after delivery (risk of loss transfers to you upon carrier confirmation, per Section 4 of our Terms of Purchase);
Gift cards (Jamesaveuy gift cards, if offered, are non-refundable and non-transferable).

6. Refund Disputes

If you disagree with our refund decision:

Reply to our refund confirmation email with additional evidence (e.g., more photos of defects, proof of delivery date);
A senior customer service representative will review your dispute within 1 business day and provide a revised decision;
If unresolved, refer to the dispute resolution process in our Terms of Use (Section 12) – arbitration in Austin, Texas, or litigation in Texas state/federal courts.

7. Contact Us

For questions about this Refund Policy, or to submit a refund request, reach out to our team:

Email: [email protected]
Mailing Address (for return correspondence): Jamesaveuy Customer Support, 13 Commerce Way, Austin, TX 78701, United States

We respond to all refund-related inquiries within 2 business hours (weekdays) – consistent with our commitment to attentive service.

8. Changes to This Policy

We may update this Refund Policy to reflect changes in laws, craftsmanship processes, or customer needs (e.g., adding new custom refund exceptions). We’ll notify you of material changes via:

A prominent banner on our Site homepage;
An email to your Jamesaveuy account address (if you have one).

Updates take effect 7 days after notification – your continued use of our Site means you accept the revised policy.