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Below are the detailed instructions on how to process a return or exchange. The policy begins from the date of purchase. Please see whether either of these pertains to you and if the item(s) are covered by our 90 Return Policy.

Cancellation

We accept order cancellations before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.

The following reasons are covered by our 90-day FULL COVERAGE Return/Exchange Policy. (FaithHeart is responsible for return postage fees, and replacement fees)

You received the wrong order or product(s)
You received any broken items, or the quality of the products you received is poor/defective. Paint is chipping, Crystals fall off, etc. (We will only exchange the item(s) for the same product, or for the item(s) of equal or lesser value.)

The following situations are covered by the 90-day limited COVERAGE Return/Exchange Policy. (Customers is responsible for return shipping and replacement cost)

You selected the wrong product(s) or size.
Personal reasons such as change of mind, change of personal taste, or you do not see the detailed description, etc.

The following situations are not covered by 90 Days Return/Exchange Policy

The product is damaged by long-term exposure to corrosive liquids or chemicals, such as bathing, swimming, seawater, hot springs, etc.
The product is damaged due to incorrect use or incorrect maintenance.
Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
Any orders received after 90 days from the delivery date.

Return & Exchange Service Procedure

To request a return, please contact our customer service. One of our representatives will contact you via email and provide instructions within three working days. If it is a quality problem, please provide the order # and attach a clear photo of the item representing the problem.
After the customer receives the response to the processing result, the return time is within 15 days from the date of delivery. Returned items should be kept in their original condition when received. (Including promotional gifts)
Please make sure you provide us with the tracking# and receipt after you return.
In exchange, after we receive the returned goods, if the confirmation is correct, we will re-deliver the goods and update the tracking number within three working days.

After-sales contact information

Tel: +86 19925791699

Email: support@faithheart-jewelry.com

Return & Exchange Address: Room 310, 3F, Fudu Building, No.11-13, Jiejin Zhong Road, Shiqiao Street, Panyu District, Guangzhou, Guangdong, China

Note: Please contact the merchant first for any return application. Any return or exchange without prior application will not be accepted.

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt within 2 working days. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the expected 7 working days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please get in touch with us.

If you require any assistance, please email us at support@faithheart-jewelry.com