Return Policy

30 Days Return/Exchange Policy

Items shipped from can be returned within 30 days upon receipt. If there is any quality problem, you may contact us free time to return or exchange the unused item in its original condition from the date of their receipt.

Return & Exchange Conditions

  1. Please contact our customer service first for your return request and the request should be approved. (Please Note: Items without contacting customer service in advance will not be accepted.)
  2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
  3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way or have been exchanged before.
  4. For return, 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.
  5. We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
  6. You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to Dunali.
  7. Personalized items with "engravings" and "photos" that are not quality issues, such as rings, necklaces,and bracelets, are not included in the 30-day Return & Exchange P

Please Note:

  1. Please DON'T send your return to the address on your package. That is not our return address and will affect the processing of your return. Please send an email to to inquire about the return and exchange process before returning the goods.We will provide you with the return address.
  2. 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.
  3. All return shipping fees will be borne by the buyer and we will charge a 10% processing fee. (Due to product quality problems and wrong items issues arising from the return shipping fees borne by the seller.)

Non-Returnable Items

  1. You chose the wrong size bracelet(s) or ring(s).
  2. Personal Reasons due to changed mind, personal taste, etc.
  3. Items without jewelry tagor that is damaged by misuse, mishandling, or poor maintenance.
  4. Certain promotional (marked "Final Sale") or clearance items are not eligible for a refund, replacement, or resize.
  5. "Design your own" item(s), the stone color, metal, and chain length, etc. chosen based on your personal preference are non-refundable. Dunali will charge some restocking fee for the exchange of these items.Please contact our customer service center for details.
  6. Personalized items with “engravings” and “photos”, such as rings, necklaces,and bracelets, are non-refundable. A certain replenishment fee is charged for the replacement of personalized goods.
  7. Special order items such as those with custom sizes and colors are not refundable. 
  8. If the item(s) is not a quality problem, we will not accept returns.
  9. Items sent to you as Replacement/Exchange are not refundable.

Return & Exchange Process

You must first contact our customer service following the below steps before sending any item back.

  1. Please offer the order number of the products from Dunali official website.
  2. Describe the problems, or upload some images about the problem, send the issues you claim to
  3. Our support team will reply to the issue and offer solutions within 24 hours.
  4. If you are not completely satisfied with our products and need to return the products, please note the followings:
  • Buyer must provide sufficient proof of purchase
  • The defective item’s serial number and/or visible proof depicting the defect are required
  • It may be necessary to return an item for quality inspection
  1. Offer your tracking number to
  2. Returns will take approximately 1 working day for the process once the goods have arrived. Refunds will be approved within 2 working days. The precise length depends on the payment provider used (e.g. PayPal, the credit card company, etc). Any product returned found not to be defective can be refunded. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.


Once our Customer Service has approved your request, the returns will be processed within 24 hours upon receipt of your package. The funds will be issued to your original payment account, depending on your bank or payment service. Your bank or payment service may levy a small transaction charge.

  1. All PayPal payment can only be refunded via PayPal, all Debit or Credit Card payment will only be refunded to the original debit or credit card.
  2. After processing the return, we will provide a refund voucher, but the specific payment arrival time is determined by the bank, and we do not know and not process it.

Order Cancelling

We can cancel the order for you if you contact us in time after your purchase.

  1. If your payment finished and the parcel is not shipped out (Order processed within 3-5 working days), pls contact us to cancel or change your package.
  2. Orders can't be canceled once the parcel is shipped out
  3. Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours.
  4. If contact us within 24-72 hours after your payment finished, 20% of the order total will be charged as material and processing fee.
  5. If after 72 hours, 50% of the order total will be charged as material and processing fee.


Time Frames

Amount Refunded


Shipping Cost


Within 24 hours of order confirmation



Within 24-72 hours of order confirmation



Over 72 hours, not shipped



Order shipped



Address Changes

If you need to change the shipping address, please send us an email with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility!


The address cannot be changed after shipping, so please make sure that your address is filled in correctly after ordering and before shipping. reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.

For further information, you can contact Our Customer Services on:


Business Hour: 9:00 PM to 6:00 AM Sunday to Thursday (EST)

You have successfully registered!

This email has been saved