Refund policy
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<div class="policy-container">
<h1>Stars Jewelry Brand Official After-Sales Service Policy</h1>
<h2>I. Brand After-Sales Commitment</h2>
<p>Stars Jewelry takes full responsibility for the exquisite craftsmanship and premium quality of every piece of jewelry. We are dedicated to creating finely crafted, durable high-end jewelry and providing a comprehensive after-sales system to bring you a worry-free and comfortable shopping experience.</p>
<p>If you have any questions regarding the return application process, please feel free to contact us anytime via our official email or WhatsApp.</p>
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<h2>II. 14-Day No-Reason Return Policy</h2>
<h3>2.1 Application Timeframe & Submission Method</h3>
<p>Return requests must be submitted within 14 natural days after the parcel is delivered. To initiate a return, please contact our customer service via email or WhatsApp and attach the order receipt or valid proof of purchase.</p>
<h3>2.2 Return Address & Receiving Standards</h3>
<p>You must request the official return address from our customer service via email. Parcels returned directly without prior official authorization will not be processed or accepted.</p>
<h3>2.3 Return Shipping & Restocking Fees Borne by Buyer</h3>
<p>For returns arising from personal preference, the return shipping costs must be borne by the buyer, and the buyer is responsible for arranging the logistics. We will deduct a 30% restocking and handling fee based on the original order amount, and the remaining balance will be your final refund.</p>
<h3>2.4 Eligible Return Condition</h3>
<p>Returned items must remain in brand-new, original condition: unworn, unused, scratch-free, unaltered, and with no artificial damage. The original factory packaging, protective films, tags, and a full set of matching accessories must be intact and returned completely.</p>
<h3>2.5 Non-Returnable / Non-Exchangeable Items</h3>
<p>Customized and personalized jewelry (exclusive bespoke designs, custom sizes, engraved items, etc.), care accessories, clearance/discount items, and gift cards are final sale and cannot be returned or exchanged. Returns due to the buyer selecting the wrong size or style are also non-refundable.</p>
<p>If you are unsure whether your item qualifies for a return, please email customer service in advance.</p>
<h3>2.6 Mandatory Proof for Damaged / Defective Returns</h3>
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<p>If you are requesting a return due to product manufacturing defects or transit damage, you <strong>must</strong> send the following complete evidence to our official after-sales email or WhatsApp within 48 hours of signing for the parcel:</p>
<ul>
<li>Clear, close-up photos or a complete unedited video of all damaged areas on the product.</li>
<li>Photos of the complete outer packaging, clearly displaying the original shipping label.</li>
</ul>
<p>Return requests submitted without valid proof after 48 hours will be processed as voluntary personal returns, meaning a 30% restocking fee will be deducted, and all return shipping costs will be borne by the buyer.</p>
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<h2>III. Exchange Policy</h2>
<p>To ensure you receive your desired new item as quickly as possible, Stars Jewelry adopts a "Return First, Reorder Later" exchange process:</p>
<p>Please submit a return application for your current item following all the return rules above. Once the return is approved, you can place a new order directly on our official website for your preferred style.</p>
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<h2>IV. Refund Process & Timeframe</h2>
<p>After we receive and inspect the returned parcel, we will immediately send you an email notifying you of the return review results.</p>
<p>Upon approval, the remaining amount (after deducting relevant fees) will be refunded to your original payment account within 10 business days.</p>
<p>Please note that banks and credit card institutions require additional time to process funds.</p>
<p>If you still have not received your refund 15 business days after approval, please contact us via email or WhatsApp to follow up.</p>
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<h2>V. Defective / Incorrect Item Compensation Policy</h2>
<h3>Inspection Reminder</h3>
<p>Please fully inspect your goods immediately upon signing for the parcel. If you receive an item with manufacturing defects, transit damage, or an incorrect style, please contact us within 7 natural days of delivery.</p>
<h3>Fast Compensation Process</h3>
<p>Send clear close-up photos of the defect and a complete unboxing video to our customer service email. Once we verify that it is indeed a quality issue or transit damage, we will send you a brand-new replacement for free. <strong>The shipping fee for sending the replacement item will be borne by the buyer</strong>, and you do not need to return the defective item.</p>
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<h2 class="important-title">VI. Order Cancellation Rules (Important)</h2>
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<p><strong>1. Free Cancellation Within 1 Hour</strong><br>If you email customer service to cancel your order within 1 hour of completing your payment, you will receive a full refund to your original payment method.</p>
<p><strong>2. Late Cancellation Fee</strong><br>If you apply to cancel the order more than 1 hour after payment, a 10% payment gateway processing fee will be deducted from the total order amount, and the remaining balance will be refunded.</p>
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<h2>VII. Lost / Abnormal Shipments</h2>
<p>If the tracking information shows "Delivered" but you have not received the parcel, or if it is confirmed lost in transit:</p>
<p>Please initiate an official inquiry with your local post office or logistics carrier first, and simultaneously notify us via email. We will provide a full set of logistics documents to assist you in holding the carrier accountable.</p>
<p>Once the local logistics carrier issues an official lost parcel certificate, you may choose between a free reshipment or a full refund.</p>
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<h2>VIII. Lifetime Craftsmanship Warranty Service</h2>
<p>All jewelry under the Stars Jewelry brand enjoys a lifetime craftsmanship warranty.</p>
<p>Provided the jewelry is properly cared for under normal conditions, we offer free repair or replacement services for non-artificial manufacturing defects, such as loose gemstones or cracked metal mountings caused by factory craftsmanship issues.</p>
<p>The warranty does not cover everyday wear and tear, accidental artificial damage, unauthorized alterations, or damage caused by improper wear.</p>
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