Return/Exchange Policy
Below are detailed instructions on how returns or exchanges are processed. The policy is effective from the date of purchase. Please check if any of them apply to you and whether your order is subject to our return policy.
We are happy to assist you in processing returns, subject to the following conditions:
1. Products must be purchased only from Personjoy and not from any other retailer (whether online or offline).
2. Return requests should be made within 30 business days from the date of delivery. We will not be able to provide refunds or exchanges for any orders that exceed the 30 business day refund period.
3. Products should be unused and all tags should be intact, and the original packaging should remain intact and should be sent back with the product.
4. You will be responsible for paying for the shipping cost of the returned item. Shipping costs are non-refundable. If you receive a refund, the return shipping cost will be deducted from your refund.
The following reasons are covered by our return policy.
1. You received a damaged item, or the product you received was of poor quality/defective.
2. We sent the wrong order or item, causing you to receive the wrong item.
3. Paint peeling, crystal falling off, etc. due to manufacturing errors. (We will only replace the item or exchange it for an item of equal value.)
The following reasons are not covered by our return policy and we are not responsible for these issues.
1. The product was exposed to corrosive substances or chemicals. Contact with harsh chemicals will change the appearance of the product. These chemicals include but are not limited to liquid silver polish, swimming pools, hot tubs and spas.
2. The product was damaged due to misuse, improper operation or poor maintenance.
3. Silver jewelry will lose its luster due to oxidation and may turn black over time. To solve this problem, please clean the item with a silver polishing cloth to restore the item to its original condition.
4. Personjoy reserves the right to cancel the refund/return if the item shows signs of being modified, abused or damaged, and our experts believe that it is beyond the scope of "normal wear and tear".
How to initiate a refund?
If you are not satisfied with the item you received, please contact us through Personjoy's email address and provide your order details (including order number, recipient email address, recipient name). We will respond to you as soon as possible and inform you of the details of the return process.
Once the returned product is received, our team will inspect it. Once approved as an eligible return, we will initiate a refund for your transaction. Once your return is accepted, we will refund the original payment method. (Any promotional gifts must also be returned with your purchase.)
If an exchange is required, we will update your details and send you a new product. Depending on your location, the time it takes for the exchange product to reach you may vary.
In either case, your return or exchange issue will be resolved within 1-2 weeks after we receive your return package. You will be responsible for the shipping cost of the returned item.
Cancellation Policy
Customers can cancel or change their orders free of charge within 24 hours of purchase. Please note that since our products are personalized and customized items, changes to orders after 24 hours will be subject to a 30% restocking fee. Once a personalized item is put into production, the order cannot be canceled.
If you have any questions, please feel free to contact us.
Tel: +86 19327027024
Customer service email: [email protected]
Company address: 203-2, Building 21, Jinshan Gulou Industrial Park, No. 11 Baihuazhou Road, Jianxin Town, Cangshan District, Fuzhou City, Fujian Province, China