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RETURN & REFUND

RETURN & REFUND

We hope you love what you've ordered! But just in case you're not 100% satisfied and we will make sure your shopping experience is both easy and comfortable. Our return & refund policy will stand by for you.

1.60-DAY RETURN & EXCHANGE - FOR PERSONALIZED ITEMS

  • Conditions:
  1. We sent the wrong items.
  2. You receive broken items, or items with poor/defective quality
  • Conditions that are not supported 60-day Return & Exchange policy, including but not limited to the below reasons:
  1. Personalized items with no quality issues.
  2. You chose the wrong sizes, wrong custom options for items.
  3. Personal reasons like changing mind or personal tastes.
  4. Damaged by misuse, mishandling, or poor maintenance.
  5. Certain promotional or clearance items are not eligible for refund, return or resize.
  6. Return package without contacting customer service in advance will not be accepted.
  • Note:
  1. All items must be returned in their original condition, without scratches or signs of wear, and must not be re-sized or altered in any way or have been exchanged before.
  2. Any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

 

2.60-DAY RETURN & EXCHANGE - FOR NON PERSONALIZED ITEMS

  • Conditions: ( Under below conditions, we will be responsible for the shipping fees)
  1. We sent the wrong items.
  2. You receive broken items, or items with poor/defective quality issues.
  • Conditions: ( Under below conditions, customers should be responsible for the shipping fees or custom duties)
  1. You chose the wrong size
  2. Changing mind due to personal reasons or personal tastes.
  • Conditions: ( Under below conditions, return policy are not supported)
  1. Damaged by misuse, mishandling, or poor maintenance.
  2. Items has been re-sized or altered in any way or have been exchanged.
  3. Promotional or clearance items are not supported.
  • Notes
  1. Return package without contacting customer service in advance will not be accepted.
  2. All items must be returned in their original condition, without scratches or signs of wear, and must not be re-sized or altered in any way or have been exchanged before.
  3. Any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

 

3.FEES INCURRED

  • All items must be returned in their original condition, without scratches or signs of wear, and must not be re-sized or altered in any way or have been exchanged before. Otherwise, we might not accept a refund or return.
  • We will not provide any exchange or return on jewelry without our permission, and all loss will be afforded by customers. Please do not send the item back to the address on the package you received. It is not our returning address, if you send the package to that address, we will not be responsible for the loss.
  • When returning or exchanging items, customers must use a shipping method that has trackings on it. Returns or exchanges with no tracking will not be processed.

 

4.RETURN PROCEDURE:

  • Step 1: Contact our customer service with order number via service@dunali.com.
  • Step 2: Offer some images and describe the items in details. Buyers must provide sufficient proof for defective or wrong items.Support team will reply within 1 working day and offer solutions.
  • Step 3: After we accept your requirement for return and give you our return address, please leave a note in the returned package with the following information: Order number, your order Email, your name. Please send the package and offer your tracking number.
  • Step 4: 3-5 business days for us to inspect and check the quality issues once we receive your package. Any returned products found with no defective issues that you mentioned will not be refunded. Any returned products found to be tampered with by customers will not be returned or refunded.  Original shipping fees are not refunded. For free shipping orders, as shipping costs are also incurred, therefore we will deduct the original shipping cost from the refund.
  • Step 5: After we confirm order issues, the refund will be issued to your original payment account. It might take 10-15 business days for the money to go back to your account (This time is determined by the bank). We do not support refunds to alternate payment cards or via other payment methods.

 

  • Please Note:
  1. Please do not send the item back until we authorize the return with the returning address in the email. The address on the package you received is not our returning address, if you send the package to that address, we will not be responsible for the loss.
  2. Original shipping cost are not refunded.
  3. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
  4. We will not provide any exchange or return on jewelry without our permission, and all loss will be afforded by customers.
  5. Refund will be issued to your original payment account and can not be returned to alternate cards or different forms of payment.
  6. Specific payment arrival time is determined by the bank. We will provide a refund voucher.

 

5.RETURN ADDRESS

Room E3, 5th Floor, Lianshi Building 1001 Pinglong Road, Gusu District, Suzhou City, Jiangsu Province, 215031, China (Same as company address) 
Tel: 00-86-512-89579986
Email: service@dunali.com

 

6.ORDER CANCELLATION

For Personalized items (Eg. customized with photos, birth month flowers, names, letters, birth stones etc.)

  1. Please contact us within 24 hours. Orders could be canceled for free.
  2. Please understand processing fees and material fees will be charged after 24 hours as we have started the production of your ordered items. Please check details

Fees Incurred

  • - Cancel orders within 24 hours, no fees charged.
  • - Cancel orders within 24 - 48 hours, 20% of order total will be charged as material and processing fee.
  • - Cancel orders within 48 - 72 hours, 30% of order total will be charged as material and processing fee.
  • - Cancel orders over 72 hours, 50% order total will be charged as material and processing fee.
  • - Once package has been shipped out, orders can not be canceled.

For Non-Personalized Items

  1. Please contact us within 72 hours after your payment finished, no fees charged for canceling orders.
  2. Once package has been shipped out, orders can not be canceled.

 

6. ADDRESS NEED TO CHANGE

  1. Please email us your order number before your order is shipped, the current shipping address, the new address you would like to change to.
  2. Address can not be changed after package has been shipped out.
  3. Please make sure your address is correct after ordering or before shipping.

 

7. GET REPLY IN 24 HOURS

  • If you have any questions, please do not hesitate to contact us. Our customer support team will respond to your inquiries within 1 working day.
  • Email: service@dunali.com
  • Phone Number: 00-86-512-89579986
  • Company Address: Room E3, 5th Floor, Lianshi Building 1001 Pinglong Road, Gusu District, Suzhou City, Jiangsu Province, 215031, China (Same as Returning Address)

 

Dunali reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.