Our Commitment
Chenpin is involved in every stage of gemstone selection and jewelry production. We ensure that each piece is handcrafted to the highest standards and meticulously customized according to your requirements, making it truly unique. At the same time, we offer high-quality custom jewelry with exceptional price competitiveness.
Complete Guide to Product Returns and Refunds Policy
Order Cancellation
You can contact us to cancel your order within 24 hours of placing it. However, please note that once the order has been shipped, it cannot be cancelled.
Contact Us: Please contact us at hj@konlace.com
30-Day Returns
You can choose to return items and receive a full refund within 30 days of purchase, provided the product remains undamaged.
Please Note: This does not apply to corporate purchases or bulk orders, typically defined as orders containing 10 or more items.
Returns of discounted items will only refund the discounted price.
For returns due to non-quality issues, the buyer is responsible for shipping costs.
For returns due to non-quality issues, KONLACE will only refund the cost of the product itself. Refund requests must include all items for which the buyer wishes to return.
Returned items must include their original packaging and all items inside.
Return Process
1. Please fill out the after-sales form or contact hj@konlace.com or learn about the return process.
If you purchased from konlace.com, please contact hj@konlace.com.
2. Please provide valid proof of purchase, such as an order number from an official channel.
3. We will reply to you within 24 business hours.
Return Shipping Costs
If the return is due to a product quality issue, KONLACE will cover all shipping costs.
However, if the return is due to a non-quality issue, you will need to bear the corresponding shipping costs.
Specific costs vary by region. Please contact hj@konlace.com for detailed address and cost information.
Refund
After initiating the return process, you will need to ship the product back. We will process the refund within 1-3 business days after receiving the returned goods. You will receive an email notification after the order refund is successfully processed. Please note that the specific refund arrival time may be affected by the processing speed of different banks. If you have not received your refund after 7 business days, please contact us: hj@konlace.com
Return Policy for Special Orders, Custom Items, Promotional Items, and Jewelry with Personalized Engravings
At our jewelry store, we take pride in creating unique and custom-made pieces tailored specifically to your requirements. Each item is carefully handcrafted and truly one of a kind. We want you to be completely satisfied with your purchase, and our return policy ensures that you are protected by applicable consumer rights and regulations.If you believe that your custom-made jewelry does not meet the agreed specifications, or if it contains any major faults or defects, please contact us within 7 days of receiving the item. We will work with you in accordance with consumer protection laws to resolve the issue.Please note that Custom orders cannot be returned or exchanged for reasons of personal preference or change of mind. Your satisfaction remains our top priority, and we are here to assist you with any concerns related to your custom jewelry purchase.
Shipping & Delivery
Orders will be shipped via DHL or other courier services. Once your order has been dispatched, a tracking number will be provided to you by email, and you may also check the status of your order on the Chenpin website. If you have any questions regarding your order or delivery details, please contact the Chenpin customer service team.