Refund policy

Thank you for shopping with Lvyuan. We take great pride in the design and quality of our jewelry collection, including earrings, necklaces, and bracelets. To ensure a transparent and hassle-free shopping experience, please read our Return & Refund Policy carefully before making a purchase.

1. Return Window
We accept return requests within 30 days after the order has been delivered to you. Please inspect your items promptly upon arrival.

2. Return Condition
To be eligible for a return, your item must strictly meet the following conditions:
- Brand new, unused, and free from any signs of wear, alteration, or damage.
- Returned with the original packaging, including the jewelry box and any protective wrapping.
- Absolutely free from makeup, perfume, body lotion, and scratches or tarnish.
- Accompanied by proof of purchase, such as your order number.

3. Return Eligibility
You may request a return if:
- You received the wrong item (different style, color, or size).
- The item arrived damaged or defective upon arrival (e.g., broken clasps, missing stones, or broken chains).
- You changed your mind, or the item does not look as expected (subject to return shipping fees).

Note: Please contact us before shipping any item back. Returns sent without prior approval will not be accepted.

4. Non-Returnable Items
Due to the nature of jewelry and hygiene reasons, the following items are strictly NOT eligible for return:
- Earrings and pierced jewelry (for health and hygiene reasons, earrings are final sale unless they arrive damaged).
- Used, worn, or scratched items, or items with obvious human odors (perfume, smoke, sweat).
- Final sale items or clearance items.
- Items damaged by the customer due to improper handling (e.g., dropping, bending, pulling chains).
- Items showing signs of natural metal tarnishing, oxidation, or discoloration caused by exposure to water, sweat, or chemicals (this is a natural characteristic of silver-plated and brass jewelry, not a defect).

5. How to Start a Return
To request a return, please contact our customer service team:
- Email: service@lvyuan.shop
- Phone: +1 (938) 732-7111

Please include the following information in your email:
- Your order number.
- The email address used to place the order.
- The item style, size, and color you want to return.
- The reason for the return.
- If the item is damaged/defective: Please provide clear photos of the damaged area.

After reviewing your request, we will provide you with the return approval and instructions. Please do not send your return to the return address before receiving approval from us.

6. Return Shipping Cost & Liability
- For damaged, defective, or incorrect items: We will cover the return shipping cost (up to standard rates) after we confirm the issue with your provided photos.
- For non-defective returns (including change of mind, doesn't match expectations): Customers are responsible for paying the return shipping cost. We do not provide free return labels for these cases. We strongly recommend using a trackable shipping service for your own protection.

Shipping Fees Refund: Original shipping fees are non-refundable unless the return is caused by our error (wrong/damaged item). If your order qualified for free shipping (orders over $200.00 USD), a $15.00 USD shipping fee will be deducted from your refund upon return to cover the initial shipping cost.

7. Shipping Policy Overview
- Shipping Area: Shipping is currently available to the United States only.
- Standard Shipping: $15.00 USD (Flat rate per order).
- Free Shipping: Automatically applied to all orders with a total purchase value of $200.00 USD or more (before taxes and discounts).
- Estimated Delivery Time: 5-10 business days (shipped from our U.S. warehouse).

8. Return Address (U.S.)
Important: Please contact our support team first for a return authorization. Do not ship returns without prior approval.

U.S. Return Address (for approved returns only):
Lvyuan Returns
1905 Edwards Lake Road
Birmingham, AL 35235
United States

(Note: Please use a trackable shipping service for returns. Return shipping costs are the customer's responsibility unless the item is defective or incorrect.)

9. Refunds
Once we receive and thoroughly inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days after our inspection.

10. Exchanges
If you need a different color, size, or style (for non-pierced jewelry), we recommend placing a new order directly on our website for faster delivery. If you need help with any questions before reordering, please email us at service@lvyuan.shop.

11. Damaged, Defective, or Incorrect Items (Important)
Please inspect your item immediately upon delivery. If you receive a damaged, defective, or incorrect item, please notify us within 7 days of delivery.

Please include in your email:
- Your order number.
- Clear, close-up photos of the damaged area.
- Photos of the outer shipping packaging box (to prove shipping-related damage).

We will resolve the issue promptly (e.g., arrange a replacement or full refund). For damaged or defective items, you may not need to return them to us; we will process the issue based on your provided photos.

12. Order Cancellation
If you need to cancel an order, please contact us immediately at service@lvyuan.shop. If the order has not yet been processed or packed, we will cancel it and issue a full refund. If the order has already been shipped, it cannot be canceled. Please follow our Return Policy to initiate a return upon receiving your item.

13. Color, Size, and Natural Variation Disclaimer
We strive to display our jewelry as accurately as possible in terms of color, material, and detail. However:
- Due to differences in screen monitors, the actual color of the jewelry and stones may slightly vary from the photos.
- Due to the nature of natural stones, pearls, and semi-precious beads, slight variations in color, texture, and size are inherent to the manufacturing process and are not considered defects.
- Slight manual measurement deviations (1-2mm) are normal.
These natural characteristics and standard manufacturing tolerances are not eligible for returns.

14. Contact Us
If you have any questions about our policies, your order, or our products, please reach out to us:

- Customer Service Email: service@lvyuan.shop
- Phone: +1 (938) 732-7111

U.S. Office Address (for communication only):
1905 Edwards Lake Road
Birmingham, AL 35235
United States

(We currently serve customers in the United States only.)