Refund policy

At Starry Jewelry, we take great pride in the quality and craftsmanship of our natural freshwater and saltwater pearl jewelry. We want you to be completely satisfied with your purchase. Please carefully review our return and refund policy outlined below.

1. Return Window & Eligibility

We offer a 14-day return window from the date of package delivery. To be eligible for a return, items must meet the following criteria:

The item must be in its original, brand-new, unused, unadjusted, and unworn condition.
The item must be returned with all original Starry Jewelry packaging, jewelry boxes, certificates, pouches, and tags intact.
Valid proof of purchase (order number or confirmation email) is required.

2. No Exchanges

Due to the delicate, handcrafted nature of our pearl jewelry, we do not offer direct exchanges at this time. If you wish to exchange an item for a different style or size, please initiate a return for a refund and place a separate new order on our website.

3. Non-Returnable & Final Sale Items

The following items are strictly non-returnable and cannot be refunded:

Earrings: For hygiene and health protection reasons, pierced earrings cannot be returned unless verified to be defective upon arrival.
Custom & Bespoke Pieces: Any custom-made, personalized, engraved, or made-to-order jewelry items in any material (including custom chain lengths, custom ring sizes, or bespoke designs).
Loose Pearls: Loose pearl strands or individual loose pearls.
Sale & Promotional Items: Items marked as Final Sale or clearance, and promotional free gifts.
Bulk Returns: Returns of 3 or more pieces from a single order or customer are not accepted to prevent policy abuse.

4. Return Process (Important Notice)

All returns must be formally authorized before being shipped back. Please follow these steps:

Contact our customer care team at service@starryjewelrypearl.com within 14 days of receipt, providing your order number, reason for return, and clear photos of the item and packaging.
Once approved, our team will issue a Return Merchandise Authorization (RMA) with detailed shipping instructions and our designated return warehouse address.
DO NOT RETURN TO SENDER: Please do NOT return your package to the sender address listed on the original shipping label or any unauthorized facility. Returns sent without prior RMA approval will be refused, destroyed by the carrier, or non-refundable.

5. Return Shipping & Costs

Defective or Damaged Items: If your jewelry arrives damaged or defective, notify us immediately (within 24 hours of delivery) with 3–5 clear photos. （email:service@starryjewelrypearl.com）. Upon verification, we will cover the return shipping costs or arrange an immediate replacement or full refund.
Customer Preference / Change of Mind: For voluntary returns, the customer is responsible for all return shipping costs. We strongly advise using a tracked and insured carrier service. Starry Jewelry cannot be held liable for packages lost or damaged in transit.
Deduction of Original Shipping on Free Shipping Orders: If your order qualified for free shipping, please note that original outbound shipping costs are non-refundable. For voluntary change-of-mind returns, a flat shipping and handling fee of $12.00 USD will be deducted from your final refund amount.

6. Order Cancellations

If you need to cancel an order before it has been fulfilled and shipped, please contact us immediately. A 5% cancellation and restocking fee will be subtracted from the total refund. This fee covers the non-refundable transaction processing fees charged by payment gateways (such as PayPal).

Please note: Once an order has been shipped, it cannot be canceled. In this case, please follow our standard return process after receiving your package.

7. Do Not Refuse Delivery

We kindly request that you do not refuse or reject package delivery. Undelivered or refused packages may be abandoned, destroyed by postal courier facilities, or incur severe carrier return penalties. Any associated destruction costs, abandonment fees, or return shipping fees will be deducted from the customer's account.

8. Refund Processing

All returned items will be carefully inspected by our quality assurance team upon receipt. We will process your return within 5–7 business days of receipt and notify you via email. Once approved, your refund (minus applicable shipping or handling deductions) will be credited back to your original payment method (PayPal) within 3–5 business days.