Return policy

At Susan’s Jewels, we take pride in the quality of our products and in the satisfaction of our customers. We understand that sometimes a product might not meet your expectations. In such cases, we offer a hassle‑free return and refund policy to ensure that your shopping experience with us remains enjoyable.

Please read the following terms and conditions carefully:

1. Return and Refund Timeframe

  • Customers have 30 days from the delivery date to request a return. Requests submitted after this period are not eligible for a refund or exchange.

  • If the return request is made within the 30‑day window, the customer must follow through with the return in a timely and proper manner. If the customer is negligent in sending the item back (for example, not shipping it within a reasonable time after the request is approved), they may become ineligible for a refund or exchange.

2. Refund Eligibility

To be eligible for a return or refund, items must:

  • Be unused and in the same condition as received;

  • Be in the original packaging with all tags, labels, and seals intact;

  • Be accompanied by the original order receipt or proof of purchase;

Opened or used products cannot be refunded. Items purchased under promotions such as “volume discount” or “2+1 free” cannot be returned separately.

3. Refund Request Process

To initiate a return or refund, please contact our customer service at info@susan-jewels.com and provide the following information:

  • Full name

  • Order number

  • Date of purchase

  • Reason for return

  • Photo of the product (if damaged or defective)

Our team will review your request and respond with further instructions within 48 hours. Return shipping costs are the responsibility of the customer.

Note: Since we do not hold our own stock, returns must be sent directly to our manufacturer (often located in Asia). The return address may vary depending on the item.

4. Refund Process

Once we have received and inspected your returned item, we will send you an email confirming receipt and informing you of the approval or rejection of your refund.

  • If approved, your refund will be processed within a maximum of 5 business days, and the amount will be automatically refunded to your original method of payment.

5. Late or Missing Refunds

Sometimes financial institutions take a few days (typically 2–3) to process refunds.
If you have not received your refund after this period, please email us at info@susan-jewels.com so we can investigate further.

6. Return Responsibility

When returning an item, the customer is responsible for the shipment. We can only issue a refund after we have received the returned item.

  • To be eligible for a refund, the customer must provide a valid tracking number that shows proof of delivery.

  • If the return is lost or undelivered, the customer is fully responsible, and we cannot guarantee a refund.