Return and Refund Policy

  1. Canceling or Changing an Order
    If you need to cancel or change your order, please contact us as soon as possible at support@janetandsandrajewelry.com.
    We process orders quickly, so we cannot guarantee that changes or cancellations will be possible after your order has been placed.
    If your order has already been packed or handed over to the carrier, it can no longer be canceled or changed. In that case, you may return the item after it arrives in accordance with our return policy below.
  2. Returns
    If you are not fully satisfied with your purchase, you may request a return within 30 days of receiving your order.
    Please note: returns must be shipped to our return center in China. For standard returns, customers are responsible for the cost of tracked return shipping.
    To start a return, email us at support@janetandsandrajewelry.com and include:
  • Your order number
  • The item or items you would like to return
  • The reason for the return

We will then provide the return address and any return instructions that apply to your order.
Please do not send a return before contacting us. Returns sent to an incorrect address may not be accepted or processed.

  1. Return Conditions
    Returned items must be:
  • Unused
  • In the same condition in which you received them
  • With all original tags attached
  • In their original packaging

We inspect all returns when they arrive.
If an item is returned used, damaged, incomplete, or in a condition that does not meet the requirements above, we may refuse the refund. If this happens, we will contact you and explain why.

  1. Return Shipping Costs
    For standard returns, return shipping costs are the responsibility of the customer.
    Returns must be sent to our designated return center in China using the return address provided by our customer service team.
    We strongly recommend using a tracked shipping service. Please keep your shipping receipt and tracking number until your return has been processed.
    Depending on your location and the shipping provider you use, customs duties, taxes, or other return-related charges may apply. For standard returns, these costs are the responsibility of the customer.
    Do not send a return before receiving the correct return address and instructions from us.
  2. Refunds
    Once your return arrives, we will inspect it and let you know whether the refund has been approved.
    Approved refunds will be issued to the original payment method.
    We aim to process approved refunds within 5–10 business days after the return has been inspected and confirmed.
    Your bank or payment provider may take additional time to show the refund in your account.
    We do not charge restocking or storage fees.
  3. Damaged, Defective, or Incorrect Items
    If your item arrives damaged, defective, or you receive an item different from what you ordered, please contact us as soon as possible at support@janetandsandrajewelry.com.
    Please include:
  • Your order number
  • A description of the issue
  • Clear photos of the item
  • Photos of the packaging, where relevant

We will review the issue and provide further instructions.
If we determine that the item is damaged, defective, or incorrectly shipped, we will offer an appropriate replacement or refund.
If we require the item to be returned, we will cover reasonable tracked return shipping costs. Please do not ship the item back before receiving return instructions from us, as we may need to specify the return method or address.

  1. Lost Packages
    If your order has not arrived within 30 days after the latest estimated delivery date shown at checkout, you may submit a lost-package claim by emailing us at support@janetandsandrajewelry.com.
    Please include your order number and any relevant tracking information.
    We may also ask you to:
  • Confirm your shipping address
  • Provide screenshots of the tracking status
  • Confirm whether you have checked with household members, neighbors, or the local carrier

Once we receive your claim, we will review the tracking information and, where necessary, contact the shipping carrier.
The investigation may take up to 10 business days.
If the package is confirmed as lost, or if the carrier is unable to provide proof of delivery within the investigation period, we will offer either:

  • A replacement at no additional cost, or
  • A refund to your original payment method

If tracking shows that the package was delivered, we may ask for additional information before approving a refund or replacement.

  1. Contact
    If you have any questions about a return, refund, cancellation, or delivery issue, please contact us at:
    support@janetandsandrajewelry.com
    Company name: Guangzhou Lingcai Technology Co., Ltd.
    Registration number: 91440111MAEUD1DM6F
    Address: ROOM 506, NO.805 XICHA ROAD, BAIYUN DISTRICT, GUANGZHOU CITY, GUANGDONG PROVINCE, P.R. CHINA