Returns & Refunds
Easy Returns, Fair Support & Peace of Mind ποΈ
Returns, Refunds & Customer Care β¨
At Calyviennβ’, operated by Hongtu Tech (Bengbu) Co., Ltd., we want every jewelry purchase to feel thoughtful, clear, and reassuring.
When an item is not quite right, our team will review your request fairly and help you find an appropriate solution under the policy below.
1. Return Period
Eligible products may be returned within 30 days of confirmed delivery.
To qualify for a return, the item must generally be:
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Unworn and unused
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In its original condition
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Returned with the original packaging, tags, protective materials, and accessories
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Accompanied by valid proof of purchase
Items showing signs of wear, perfume, cosmetics, moisture, scratches, misuse, alteration, or customer-caused damage may not be accepted.
2. Requesting a Return
Please contact our customer care team before sending any product back:
Email: service@calyvienn.com
Include the following information:
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Your full name
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Order number
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Product name
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Reason for the return
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Clear photographs when the item is damaged, defective, or incorrect
Once your request has been reviewed, we will provide the applicable return instructions.
Please do not send products to an address shown on the shipping parcel unless our team has confirmed that address in writing. Returns sent without prior approval may be refused, delayed, or returned to the sender.
3. Damaged, Defective or Incorrect Products
Please inspect your jewelry and packaging shortly after delivery.
When an item arrives damaged, defective, or different from the product ordered, contact us within 72 hours of delivery whenever possible.
Please provide clear photographs showing:
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The complete product
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The affected area
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The original packaging
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The shipping label, when available
After reviewing the request, we may offer a replacement, refund, store credit, or another suitable resolution.
Small differences in crystal reflection, plating tone, positioning, or appearance under different lighting conditions are not always considered defects.
4. Products That Cannot Normally Be Returned
Certain products may be excluded from return for hygiene, safety, or order-specific reasons, including:
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Worn or tried-on pierced earrings
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Earrings with opened or removed hygiene seals
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Personalized or customized jewelry
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Gift cards
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Items marked as final sale
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Products damaged through improper use or storage
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Items returned without required packaging or accessories
A defective or incorrect item may still be eligible for assistance where required by applicable law.
Please contact us before returning any product when you are uncertain about its eligibility.
5. Return Shipping Costs
Unless the item is confirmed to be defective, damaged on arrival, or incorrectly supplied, the customer is generally responsible for return shipping costs.
Original shipping fees and customs charges are normally non-refundable unless required by law or caused by an error on our part.
We recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed.
Calyviennβ’ cannot guarantee reimbursement for a return parcel that is lost or damaged before reaching the authorized return location.
6. Exchanges
We do not guarantee direct exchanges because product styles and finishes may sell out while a return is in transit.
For faster service, we may recommend:
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Returning the original eligible item
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Waiting for the return review
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Placing a new order for the preferred product
Please contact us first when an item arrives damaged, incorrect, or defective so our team can review the most appropriate solution.
7. European Union Cancellation Rights
Customers receiving eligible orders in the European Union may have a statutory right to cancel their purchase within 14 days of delivery, subject to applicable consumer law.
The customer should notify us within the required period and return the product in its original condition with proof of purchase.
Certain exclusions may apply, including personalized products and sealed hygiene-sensitive goods that have been opened after delivery.
These statutory rights apply independently of any additional rights provided under our standard return policy.
8. Return Inspection
After the returned product reaches the authorized return location, it will be inspected to confirm:
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The product matches the approved request
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It remains in eligible condition
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Original packaging and accessories are included
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No unreported damage or signs of wear are present
We will notify you by email after the review has been completed.
When a return does not meet the stated requirements, the refund may be declined or adjusted where permitted by law.
9. Refund Processing
When a refund is approved:
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It will normally be issued to the original payment method
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Processing may take up to 10 business days
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Banks and payment providers may require additional time to display the funds
The exact posting time is controlled by your bank, card issuer, or payment provider.
When more than 15 business days have passed since we confirmed the refund, please contact:
10. Late or Missing Refunds
When an approved refund has not appeared, we recommend:
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Reviewing your bank or payment account again
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Contacting your card issuer
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Asking your payment provider about pending transactions
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Allowing for normal processing delays
Please contact our team after completing these checks, and we will review the available transaction information.
11. Order Cancellations
Orders begin processing shortly after purchase.
To request a cancellation, contact us within 12 hours of placing the order. We will make a reasonable effort to assist, but cancellation cannot be guaranteed once packing, fulfillment, or shipment preparation has begun.
Thoughtful Support, From Purchase to Resolution π
Thank you for choosing Calyviennβ’.
We appreciate the trust placed in our jewelry and accessories and will do our best to handle eligible return and refund requests with clarity, fairness, and care.