Refund policy

Return Policy

Last updated: July 1, 2026

Phone: +85298380557
Email: wing@chaozun.hk

Return Policy Overview

All goods in our store enjoy a 14-day no-reason return and exchange policy.

The 14-day cancellation window commences on the date you receive the last item of your order. You may cancel your purchase or submit a return request within this period without giving any reason.

Once your return is processed, the standard delivery fee from your original order will be fully refunded alongside the item payment.

How to Initiate a Return

Account holders: Submit your return application directly via this account link:
https://shopify.com/98266513703/account

Customers who completed checkout solely with a mobile phone number: The above account link will not work for you. Please launch your return using the link included in your SMS order confirmation.

You may also exercise your right of withdrawal by sending us an unequivocal statement (for example, an email to wing@chaozun.hk) within the 14-day period, and return the goods yourself. You are not required to obtain our prior approval before sending the goods back. Returns that arrive without any prior notice may experience a longer processing time.

Return shipping costs are the responsibility of the customer. You may use the return shipping label we provide (the cost of return shipping will be deducted from your refund), or you may arrange return shipping yourself at your own expense. Please send the package to:

Return Address:
HK CHAOZUN JEWELRY LIMITED
Flat H-25, 3/F., Kaiser Estate Phase II, 47-53 Man Yue St. and 20-28 Man Lok St., Hung Hom, Hong Kong

For after-sales enquiries, email us anytime at wing@chaozun.hk.

Product Damage & Issue Handling

Please inspect your parcel immediately upon receipt. If items arrive defective, damaged, or incorrect, contact us right away. We will carry out an assessment and arrange a solution quickly. For returns or exchanges caused by manufacturing defects, transit damage, or shipping errors, we will cover the return shipping costs or provide a pre-paid return label. This quality guarantee applies to all gold jewelry and general merchandise.

Special Category Exclusions (Exempt from 14-Day Cooling-off Right)

The following products are not eligible for no-reason returns:

  • Custom-made personalized jewelry and bespoke gold ornaments;

  • Opened and unsealed hygiene & beauty goods;

  • Perishables, hazardous substances, flammable liquids and gases.

All other products, including standard gold ornaments and clearance items, remain eligible for the 14-day no-reason return policy.

Final Sale Statement

Regular gold jewelry and clearance items still qualify for 14-day no-reason returns.

We refuse after-sales claims for goods damaged, scratched, or modified manually by the buyer.

Promo codes cannot be stacked; only one discount can be applied per order.

Gift Cards: If you purchase a gift card online, you will be asked to explicitly consent to its immediate delivery and acknowledge that you will lose your 14-day right of withdrawal once the card is delivered. Unused physical gift cards that have not been sent to a recipient remain returnable within 14 days. Gift cards cannot be exchanged for cash except where required by law.

Exchange Policy

All items support 14-day no-reason exchange. The most efficient method is to file a return first, then place a new order after your return gets confirmed. Goods with manufacturing defects, transit damage, or shipping errors will be prioritized for exchange arrangements, and related shipping costs will be covered by us.

Condition of Returned Goods & Your Right of Inspection

You have the right to inspect the goods to ascertain their nature, characteristics, and functioning. You may handle and examine them as you would in a shop. We kindly ask that you keep the original packaging and all tags intact where possible.

You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. If the goods are returned with damage, excessive wear, or missing essential accessories and packaging beyond such necessary handling, we reserve the right to deduct a proportionate amount from your refund. A valid purchase receipt is mandatory for all return applications.

European Union 14-Day Cooling-Off Period – Information on the Right of Withdrawal

Consumers in the European Union have a statutory right of withdrawal for distance contracts. The following information is provided in accordance with the relevant EU consumer legislation.

Right of Withdrawal
You have the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period will expire 14 calendar days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good in your order.

To exercise the right of withdrawal, you must inform us (HK CHAOZUN JEWELRY LIMITED, Address: Flat H-25, 3/F., Kaiser Estate Phase II, 47-53 Man Yue St. and 20-28 Man Lok St., Hung Hom, Hong Kong, Phone: +85296827206, Email: wing@chaozun.hk) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 calendar days from the day on which we are informed about your decision to withdraw from this contract. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 calendar days has expired. You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)

— To: HK CHAOZUN JEWELRY LIMITED, Flat H-25, 3/F., Kaiser Estate Phase II, 47-53 Man Yue St. and 20-28 Man Lok St., Hung Hom, Hong Kong, wing@chaozun.hk

— I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the provision of the following service (*),

— Ordered on ()/received on (),

— Name of consumer(s),

— Address of consumer(s),

— Signature of consumer(s) (only if this form is notified on paper),

— Date

(*) Delete as appropriate.

Refund Policy

We will email you once we receive and inspect your returned goods. If your return is accepted, we will issue the full refund (including the original standard shipping fee) to your original payment account within 14 calendar days. Please note that card-issuing banks may require extra processing time to post the funds to your account. If you do not receive the refund within 15 business days after our approval notification, please write to wing@chaozun.hk for follow-up support.