1. Canceling or changing an order
1.1 After you place an order, you may request a cancellation or change by emailing us at support@janetandsandrajewelry.com. Because our system processes orders quickly, please contact us as soon as possible.
1.2 If your order has already been packed or handed to the carrier, it can no longer be canceled or changed and must instead be returned under Section 3 once you receive it. You may notify us of your wish to cancel in advance; if the item is already in transit, please wait until it arrives and then return it to us.
1.3 If your order does not arrive: if you have not received your order within 30 days after the latest estimated delivery date shown at checkout, contact us and we will arrange a refund or replacement. (See the note below — the timeframe here matters a lot.)
2. Your right to return
2.1 If you are not fully satisfied with your purchase, you may return it within 30 days. This period begins on the day you (or someone you designate, other than the carrier) receive the final item in your order.
2.2 To start a return, email us at support@janetandsandrajewelry.com with your order number and the item you wish to return. We will send you the return instructions and, if required, a cancellation/return form to complete and return to us.
2.3 Please use a tracked shipping method for all returns, so your return can be matched to your order and your refund processed promptly.
3. Return conditions
3.1 Items must be returned unused, in the same condition in which you received them, with all tags intact and in their original packaging.
3.2 We inspect all returned items on receipt. We reserve the right to refuse a refund for items returned used, damaged, or not in the condition described above. Where we refuse a return, we will explain why.
4. Return costs
4.1 Return shipping costs are the responsibility of the customer.
4.2 Returns are shipped to our return center in China. Depending on your country, additional costs such as customs duties and taxes may apply to returns.
5. Refunds
5.1 Once we receive and inspect your return and confirm it meets the conditions above, we will email you to confirm and issue your refund.
5.2 Refunds are issued to the original payment method. We do not charge storage or restocking fees.
5.3 We aim to process refunds promptly after confirming your return. (within 5–10 business days of confirmation.)
6. Contact
Email: support@janetandsandrajewelry.com
EVERPEAK DYNAMICS LIMITED, Unit F, 15F Wang Cheong Building, 251 Reclamation Street, Mong Kok, Hong Kong