Company Name: Hong Kong Custom Jewelry Limited
Contact Email: sales@hkcustomjewelry.com

1. Overview & Custom Nature of Orders

As a B2B custom jewelry manufacturer serving independent retail partners, our products are made-to-order according to approved CAD designs, specifications, and sample approvals. Because every piece is custom-crafted for your retail brand, standard retail return policies do not apply to custom manufacturing orders.

2. Sample & Development Fees

  • Design & CAD Fees: Initial design sketches, CAD renderings, and development phases require dedicated engineering and artisan work. Development and sample fees are non-refundable once the design work has commenced or CAD files have been submitted for your review.
  • Sample Approval: Before mass production begins for any custom order, digital CAD renderings or physical samples will be provided for your formal approval. Production proceeds only after your sign-off.

3. Defective, Damaged, or Incorrect Items (Quality Claims)

We maintain strict quality control standards. If you receive goods that are defective, structurally damaged, or materially different from the approved CAD/specifications, we will gladly repair, remake, or issue a refund.

  • Claim Window: Any claims regarding defects, damage, or order discrepancies must be submitted in writing via email to sales@hkcustomjewelry.comwithin 14 days of receiving your shipment.
  • Inspection & Return Authorization: Do not return any items without prior authorization. Once your claim is reviewed and approved, we will provide specific return shipping instructions. Items must be returned in their original packaging and unused condition.

4. Refund Processing (When Applicable)

  • Once returned items are received and inspected by our factory team, we will notify you via email regarding the approval or rejection of your refund or credit.
  • If approved, refunds will be credited back to your original payment method or applied as credit toward future production runs, processed within a standard timeframe.
  • Shipping Costs: Return shipping costs for approved quality claims will be covered or reimbursed by Hong Kong Custom Jewelry Limited. Original shipping and handling fees are non-refundable.

5. Order Cancellation Policy

  • Before Production: Custom orders may be cancelled before CAD approval or before production commences; however, any incurred design or prototyping fees will be deducted from any refund.
  • During/After Production: Once a custom order has entered the casting, setting, or mass-production phase following your CAD/sample approval, cancellations and refunds are no longer accepted.

Need Help?

For any questions regarding your order status, quality guarantees, or custom manufacturing policies, please contact our support team at sales@hkcustomjewelry.com.

For more information or to view our full collection, please visit our official website at www.hkcustomjewelry.com.