To ensure the highest quality standards and complete customer satisfaction,
If the item you receive does not fully match the original product and cannot be replaced or repaired, you may return it for a full refund (excluding shipping costs). Please review the full terms and conditions below.
1. Exchanges
1.1 Once a customer submits an exchange request, the customer agrees to provide detailed evidence (videos/photos) to customer service to prove the reason for the exchange or repair.
1.2 If the issue cannot be resolved, the customer may exchange the ordered item if it has obvious defects (the severity of defects will be determined by us). The customer may return the item for improvement to ensure maximum satisfaction. Top Level Jewelry will cover all shipping costs.
1.3 Items customized according to the customer’s special requirements are not eligible for free exchange.
1.4 If the customer confirms that the size measurement was incorrect, the item is not eligible for free exchange. Free exchange is only available when the error is caused by us, in which case we will cover the replacement and shipping costs.
1.5 If the customer requests an exchange for any reason, the customer agrees to complete the exchange within 15–20 days from the date the replacement item is received.
1.6 Except for defective items, all sales are final and non-exchangeable. If accidental damage occurs upon receipt, we may provide exchange or repair services, but the basic costs will be borne by the buyer.
2. Returns and Refunds
2.1 If the customer provides applicable evidence (videos/photos) within 24 hours of receiving the item proving that the item has a major defect and cannot be repaired or replaced.
2.2 If the item has not been delivered more than 20 days after the deposit is received, and the customer refuses to wait and does not agree to the reason for delayed delivery.
2.3 If the item fails to pass the strict gold karat and diamond/gemstone purity quality inspections conducted by Top Level Jewelry or relevant inspection authorities.
2.4 Note: Refunds will be processed within 7–15 business days via bank transfer to the customer’s personal bank account. Customers will be required to provide bank account details for the wire transfer.
3. Cancellations and Termination
3.1 If the customer requests to cancel the order within two days after placing the order, 10% of the total order amount will be deducted as a production cost and cancellation penalty.
3.2 If the customer cancels the order after the first 3 days from the order date, cancellation will not be permitted, and the customer must wait for the order to be delivered as agreed.
3.3 If the production time exceeds 20 days due to our responsibility and the customer does not agree to wait, the customer may cancel the order and receive a full refund.
3.4 If the reason for cancellation does not meet the above conditions, no exceptions will be made to allow order cancellation.
Thank you very much for your support and understanding.
– Top Level Jewelry Team