At Tianyu Gems we values your satisfaction and are committed to ensuring that every jewelry piece meets the highest standards of quality.
If you are not completely satisfied with your purchase, you can request a refund or exchange within 15 days after receiving your order, but the following conditions must be met:

The item must be unused, unworn, and kept in its original packaging.
The item must be returned together with certificate and original packaging.
Customized, engraved, or personalized jewelry cannot be refunded or exchanged unless defective.
All returns must be inspected by our quality control team.

Please note that bank transfer fees, payment processing fees, or international transaction charges, the duties and taxes imposed during importation are non-refundable.
After we receive and verify the returned items,only the product price will be refunded .

Please contact our customer service or your sales representative within 15 days after receiving your item.
Once your return application is approved, you will receive return instructions.
After we receive and inspect the returned item, we will refund the money to your original payment account within 7–10working days. (excluding transfer or service fees).

If your jewelry is damaged or defective upon arrival, please contact us immediately
and provide clear photos of the item and its packaging. We will arrange a replacement or full refund (only for goods+ shipping cost) if the defect is confirmed.

At Tianyu Gems, each customized jewelry piece is handcrafted to meet the unique needs of every customer.
Once production begins, materials and labor are allocated specifically to your order. Therefore, cancellation policies for customized or made-to-order items differ from ready-to-ship products.

*If you wish to cancel your order within 24 hours after purchase and before production begins, you can apply a full refund,but any non-refundable transaction or handling fees.
*If the order in customized designing not yet start to product, cancellation will incur design fee ranging from US$50 to $100 design fee,that exact amount depending on the jewelry design (simple or complex)
*If a non-ready-to-ship (made-to-order) customized product has entered the production process after confirm the CAD (e.g., stone procurement, inventory adjustments,, or similar), a cancellation will incur a 30% service fee based on the total order value.

If the product has been fully produced but not yet delivered, cancellation will incur a 50% service fee based on the total order value to which will be used to cover the cost of material and labor.
Customized products can not be exchanged or returned,, except when it is verified that there is a manufacturing defect.
* Special Notes
Customized products include: engraved jewelry, personalized designs, made-to-order pieces, and any items not in our ready-to-ship collection.
Once the production enters an important stage,we reserve the right to refuse to cancel order.

If the product or service cannot be used properly due to our side’s fault,we will offer a full refund with no deductions.

Please email to your sales representative of Tianyu as soon as possible.
Please indicate your order number, product name, and reason for cancellation in the email.
We will confirm whether your order is eligible for a partial or full refund based on its production status.