Return & Exchange Policy

1. Our Commitment to Quality and Transparency

Lotofjewelry.com is dedicated to offering only authentic, expertly crafted fine jewelry. We aim to provide a worry-free shopping experience supported by a clear, fair, and customer-oriented return and exchange policy compliant with major international e-commerce standards (EU, US, Canada, GCC).

2. Return Period and Eligibility

You may return or exchange any eligible jewelry item within 30 calendar days from the date of receipt.

To qualify for a return:

• The item must be in its original, unworn condition, free from signs of wear, damage, or alteration.
• All original tags, seals, and certificates (e.g., GIA, IGI, HRD) must be intact and included.
• The item must be returned in its original packaging, including any gift boxes and documentation.

Lotofjewelry reserves the right to refuse a return if the product shows evidence of wear or tampering.

3. How to Initiate a Return

1. Request Authorization: Contact our customer support via email to obtain your Return Merchandise Authorization (RMA) number. Returns sent without a valid RMA number will not be accepted.
2. Prepare Your Package: Securely repack the item in its original box. Clearly mark your RMA number on the outside.
3. Shipping Label: We will provide you with a prepaid, fully insured shipping label. For your protection, please use only the return label provided and follow our packaging instructions carefully.

4. Non-Returnable and Special Items

• Custom-made or personalized jewelry: Non-refundable and non-exchangeable.
• Engraved items: Eligible for return; however, a service fee of USD 30 / EUR 25 / AED 110 will be deducted to cover re-polishing and engraving removal.
• Missing certificates: If a GIA or equivalent gemological certificate is not returned with the item, a USD 250 (or equivalent) replacement fee will apply.

5. Inspection and Refund Process

Once your item is received, our Quality Assurance Department will inspect it within 5 business days. Approved refunds will be credited to your original payment method within 10 business days. Processing time may vary depending on your financial institution. All refunds are issued in the same currency and payment method used during the original purchase.

6. Exchanges

If you wish to exchange an item, we recommend initiating a return and placing a new order for faster processing. Once your original return is approved and refunded, you can complete your new purchase immediately.

7. Damaged or Defective Items

• Notify our support team within 3 business days of receipt.
• Lotofjewelry will arrange return shipping and offer a replacement, repair, or full refund.
• Confirmed manufacturing defects are covered under our warranty for up to 6 months from the purchase date.

8. International Returns and Import Duties

For customers in the EU, UK, US, Canada, and GCC countries, all returns must be sent via the authorized logistics partners of Lotofjewelry.

Import duties, taxes, and customs fees paid at the time of delivery are non-refundable unless local law provides otherwise (e.g., EU Directive 2011/83/EU). Returns from outside Hong Kong may be subject to customs clearance delays, which can extend processing time.

9. Compliance and Consumer Protection

This policy complies with:

• EU Consumer Rights Directive (2011/83/EU)
• US FTC E-commerce Guidelines
• Canadian Consumer Product Regulations
• UAE Federal Law No. (15) of 2020 on Consumer Protection

10. Contact Information

Email: support@lotofjewelry.com
Registered Office: RM 5058, 5/F Yau Lee Centre, 45 Hoi Yuen Rd, Kwun Tong, Hong Kong
Website: www.lotofjewelry.com
Effective Date: January 1, 2025

Based on the Lotofjewelry.com International Return & Exchange Policy, here are the answers to your questions: