Return & Exchange Policy

30-Day Return & Exchange Guarantee 

To ensure a worry-free shopping experience, we offer a 30-day return and exchange policy. If the item is unused and in its original condition, you can request a return or exchange within 30 days of receiving your order, and enjoy easy after-sales service.

Order Cancellation Policy 

Unshipped Orders: If your order has not yet been shipped, please send an email to support@shinepurity.com to request cancellation. If it’s outside of business hours, please provide your name, phone number, and order number (if available), and we will process your request as soon as possible. 

Shipped Orders: Once your order has been shipped, the address, shipping method, etc., cannot be changed, and it cannot be directly canceled. However, you can request a return after receiving the item. Please contact support@shinepurity.com for more details.

Return & Exchange Process

Submit Request: Please submit a return or exchange request on the website. Unauthorized returns will not be accepted. 

Wait for Review: Once your request is approved, you will receive an email with the return address and specific instructions. 

Return the Item: The item must be returned within 15 days and must be in its original, undamaged, unmarked, and unworn condition. Please use local logistics to ensure the package is safely returned, as the buyer will be responsible for any lost packages. 

Processing Returns & Exchanges:

We will process your return or exchange within 7 business days after receiving the returned item.

Important Notes

The return address is different from the shipping address on the package. Please check the email for the correct return address after approval. 

If your order included any free gifts, they must be returned as well, or their retail value will be deducted from the refund.   

The return shipping costs are the responsibility of the buyer. 

For orders that benefited from free shipping, the original shipping cost will be deducted from the refund.   

For orders from the UK and EU countries, a 20% VAT will be deducted from the refund. 

After the order is completed, customs insurance fees are non-refundable in case of after-sales issues.

Non-Returnable Items

The following items are not eligible for return or exchange. Please confirm before purchasing: 

Solid Gold products 

Customized products 

Designer and mineral-marked products 

Items that have been opened or worn

Replacement for Special Cases

We will send a free replacement in the following cases: 

Wrong Item: If the item you received does not match your order. 

Damaged Products or Engraving Errors: If the product is damaged during shipping, has defects, or has incorrect engraving, please contact customer service within 48 hours of receiving your order and provide photo proof. We will send you a replacement item.

Refund Policy

Refunds will be processed within 7 business days and returned to the payment account used for the original purchase. 

Shipping fees are non-refundable: Even if you received free or discounted shipping, the original shipping cost will not be included in the refund amount.