Welcome to RAWNESS. We strive to provide high-quality jewelry and excellent customer service. To ensure a seamless shopping experience, we have outlined our Return and Refund Policy below. Please review the terms carefully.
1. Eligibility for Returns and Exchanges
• Non-Returnable Items:
• Customized or engraved jewelry.
• Items damaged due to misuse or improper handling.
• Earrings that have been opened or worn (for hygiene reasons).
• Products not returned in their original condition or counterfeit items.
• Returnable Items:
• Items with manufacturing defects.
• Incorrect items or items not matching the description.
• Unworn and unopened items in their original packaging, within the specified return period.
2. Timeframe for Returns and Exchanges
• Items must be returned or exchanged within 7-30 days of receipt, depending on the product category.
• For international orders, the return window may be extended due to shipping delays.
3. Product Condition Requirements
• All returned items must be in their original condition, including:
• Original packaging, tags, and labels.
• Certificates, invoices, or accessories included in the original delivery.
• Items showing signs of wear or damage may not qualify for a refund or exchange.
4. Return and Exchange Process
• Step 1: Submit a Request
• Contact us via email at service@rawness.us or fill out the return request form on our website.
• Provide your order number and a clear photo of the item showing the issue.
• Step 2: Approval Confirmation
• Once your return request is reviewed and approved, we will provide you with a return authorization number and the return address.
• Step 3: Ship the Item
• Package the item securely and include all original documentation.
• Use a trackable shipping method. The return shipping cost is: determined by the order's situation below.
• Covered by RAWNESS if the return is due to our error (e.g., defective or incorrect item).
• Paid by the customer if the return is due to personal reasons (e.g., preference change).
5. Refund and Exchange Details
• Refunds:
• Refunds will be processed to the original payment method within 3-7 business days after receiving and inspecting the returned item.
• Shipping fees are non-refundable, except in cases of defective or incorrect items.
• Exchanges:
• Exchanges are subject to product availability. If the requested item is unavailable, we will issue a refund.
• Price differences for exchanges will be charged or refunded accordingly.
6. Compliance with Platform Policies
• Our Return and Exchange Policy complies with the advertising requirements of Google, Meta, TikTok, etc, ensuring transparency and customer protection.
7. Legal Compliance
• Our policy adheres to the consumer protection laws in the regions we serve:
• United States: Compliant with the Consumer Protection Act. Provide reasonable return and exchange options.
• European Union: In line with the Consumer Rights Directive, offering a minimum 14-day return period.
• China: Adheres to the Consumer Protection Law with a 7-day unconditional return for eligible items.
8. Additional Terms
• Restocking and Service Fees:
• For certain high-value items, a cleaning or inspection fee may apply.
• Guarantee of Authenticity:
• All items come with authenticity certificates (e.g., GIA, NGTC) to ensure quality.
9. Contact Us
If you have any questions about this policy or need assistance, please contact us at:
• Email: service@rawness.us
• Phone: 8612301895
Thank you for choosing RAWNESS. We value your trust and look forward to serving you!