This Return and Refund Policy defines the eligible condition, time‑limit requirement, operation steps, expense allocation and non‑returnable scope for jewelry‑product return, exchange and refund application on Phelivo platform. This policy only applies to goods purchased directly through our official website channel.
1. Eligibility for Return & Refund
You are allowed to submit return‑or‑refund application within 30 calendar days counting from the date when you successfully receive your jewelry parcel. To qualify for return: ‑ The jewelry item must keep original unused condition: without obvious scratch, wear‑trace, artificial damage, stain or deformation caused by personal wearing; ‑ Original product packing, attached tags and decorative accessories which come together with goods should be returned together; ‑ The goods shall not be deliberately damaged, modified, disassembled by human behavior.
2. Circumstances for Non‑Return & Non‑Refund
The following situations do not satisfy return‑eligibility requirement: ‑ Goods exceed the 30‑day application time window after receipt; ‑ Products have obvious wearing marks, artificial collision damage, scratch, chemical‑corrosion trace, personal modification or disassembly trace; ‑ Special customized‑made personalized jewelry products (if applicable); ‑ Small‑value promotional free‑gift items separated from main‑product return; ‑ Damage directly brought by improper personal storage, improper usage or accidental dropping.
3. Application Procedure
Step 1: Send an application email to our official mailbox put@phelivo.com. In your email, please clearly state your order number, the item‑name / item‑number you intend to return, and briefly explain your return‑reason. Step 2: Our customer‑service team will review your application within 2‑4 business days, and send you formal return‑guidance notice including return‑shipping instruction after approval. Please DO NOT send back goods without getting our official confirmed return authorization. Un‑authorized returned parcel may not be processed. Step 3: After getting return‑approval notice, safely pack the jewelry goods and send the parcel back to designated return‑address following our guidance. You need to bear the outbound‑return‑shipping cost of sending goods back to us, unless the return is triggered by our confirmed product‑quality defect or our order‑fulfillment mistake. Step 4: After we receive and inspect your returned merchandise and confirm goods meet return‑condition standard, we will initiate your corresponding refund process.
4. Refund Arrangement
After return‑goods inspection is passed, your refund will be processed to your original payment‑method channel. Please note that the actual arrival‑time of refund funds depends on the processing speed of your payment service provider, which normally takes 5‑15 business days. The original shipping‑fee you paid for delivering goods to you will not be refunded except for scenarios caused by our quality‑problem or order‑dispatch error. Partial‑order return will only refund payment amount corresponding to returned merchandise item.
5. Product‑Quality Defect Handling
If you receive jewelry with factory‑original quality defect (such as obvious manufacturing flaw, component falling‑off which is not caused by human‑collision), please provide clear real‑product photos within 7 days after parcel receipt and contact us by official email. We will evaluate your situation and provide solutions including replacement, partial compensation or qualified return‑refund according to actual defect circumstance.