Refund policy
Refund, Return & Warranty Policy
At Floysun Jewelry, we want you to feel confident about your purchase. If something is not right, please review the policy below or contact us at service@floysun.com.
This policy covers standard returns, exchanges, product quality issues, order cancellations, refunds, and warranty service.
Shipping-related loss, transit damage, missing items caused by transportation, and certain delivery issues may be covered separately under our Shipping Protection (Delivery Guarantee) Policy when Shipping Protection was purchased with the order.
Nothing in this policy limits any rights or remedies that cannot be excluded under applicable consumer law.
Returns & Warranty at a Glance
- Returns: Request a standard return within 14 calendar days after tracking shows Delivered.
- Try-on: You are welcome to try on your jewelry to check the fit and appearance. Please keep the product tag attached for standard customer-preference returns.
- Return condition: Items must not be worn beyond reasonable try-on and must remain in their original condition.
- Quality issues: Confirmed manufacturing, setting, structural, or workmanship issues are handled separately from ordinary returns.
- Quality replacement: A free replacement is our standard first solution for confirmed quality issues where the same item is available.
- Warranty: Floysun provides a complimentary 3-month limited commercial warranty in addition to any applicable statutory consumer rights.
- Shipping Protection: Optional and governed separately by our Shipping Protection (Delivery Guarantee) Policy.
Please review the full policy below for eligibility, exclusions, fees, and claim procedures.
1. 14-Day Return Policy
You may request a standard return within 14 calendar days from the date your order is marked as Delivered by the carrier.
To be eligible for a standard customer-preference return, the item must be:
- Not worn beyond reasonable try-on and not otherwise used.
- In its original condition.
- With all original jewelry tags still attached.
- Returned with its original packaging.
- Accompanied by proof of purchase or the relevant order information.
You are welcome to try on the item to check the fit and appearance, but please do not remove the product tag until you are satisfied with your purchase.
Items that have been worn beyond reasonable try-on, used, altered, damaged after delivery, or returned without the original product tag may not be eligible for a standard customer-preference return.
This restriction does not automatically apply to confirmed product-quality issues.
Once a return request has been approved, the return must be shipped within the timeframe provided in our return instructions.
2. How to Request a Return
Step 1 — Submit Your Return Request
Please contact us at:
Please include:
- Your order number.
- The item(s) you wish to return.
- The reason for the return.
- Photos of the item and packaging if requested.
Step 2 — Return Verification
In some cases, we may request photographs or additional information before approving the return.
If additional information is requested, please provide it within 7 calendar days.
If we do not receive the requested information within this period, the return request may be closed.
Step 3 — Return Approval
Once your return is approved, we will provide the appropriate return instructions by email.
Please do not send an item back without authorization, as unauthorized returns may be delayed, refused, or sent to an incorrect return location.
Step 4 — Ship Your Approved Return
Once a return label or return instructions have been issued, the package must normally be handed to the carrier within 7 calendar days.
If no carrier acceptance or shipment record is available within this period, the return authorization may expire.
If you shipped the parcel on time but tracking has not updated, please contact us and provide proof of drop-off.
3. Return Addresses
All Floysun Jewelry orders are originally fulfilled from our warehouse in China.
United States Customers
After your return has been approved, eligible U.S. customers will receive return instructions and, where applicable, a return label for our U.S. return processing center.
Please do not send your return to any address previously used for another order unless our Customer Service team specifically confirms that address for your current return.
Customers Outside the United States
Customers outside the United States will normally receive return instructions for our designated return facility in China.
The exact return address will be provided after your return request is approved.
4. Return Shipping Costs
For returns that are not caused by a confirmed product defect, an incorrect item sent by Floysun, or another error attributable to us, the customer is responsible for the applicable return shipping costs.
U.S. Return Label
Where Floysun provides a U.S. return label, a $12 flat return shipping fee will normally be deducted from the refund.
Returns From Other Countries
Customers returning items from outside the United States are generally responsible for:
- Return shipping costs.
- Customs clearance charges associated with the return.
- Return taxes or duties, where applicable.
We strongly recommend using a trackable shipping service.
Floysun cannot guarantee reimbursement for a customer-arranged return that is lost before it reaches our return facility.
5. Return Processing Fee
For customer-initiated returns that are not caused by a confirmed product defect or Floysun error, a 6% return processing fee may be deducted from the refundable merchandise amount, where permitted by applicable law.
This fee helps cover payment processing, return inspection, handling, and restocking costs.
Confirmed quality issues, incorrect items sent by Floysun, or other errors attributable to Floysun will not be subject to this customer-return processing fee.
This processing fee does not apply where applicable consumer law requires a full refund under a statutory right of withdrawal, cancellation, or other mandatory consumer protection.
6. Original Shipping Charges
Original shipping and handling charges are generally non-refundable for customer-initiated returns, except where required by applicable law or where the return results from a confirmed Floysun error.
If an order received free or discounted outbound shipping, Floysun may deduct the actual or disclosed outbound shipping cost from a customer-initiated refund where permitted by applicable law.
For eligible U.S. customer returns where the original order qualified for free shipping, the applicable outbound shipping deduction may be up to $12, where permitted.
Any applicable deduction will be disclosed during the return process.
7. Items Not Eligible for Standard Return
Unless otherwise required by applicable law, the following items are not eligible for standard customer-preference returns:
- Engraved items.
- Personalized or customized items.
- Special-order items.
- Final sale items.
- Individual pieces removed from a set where the complete set was purchased together.
- Items that have been worn beyond reasonable try-on or otherwise used.
- Items with the original jewelry tag removed.
- Items damaged after delivery through misuse, accident, improper storage, or improper care.
Pre-order items may be subject to any specific return terms disclosed on the applicable product page at the time of purchase.
If an item has a confirmed manufacturing or workmanship defect, the exclusions above do not automatically remove your eligibility for quality-related after-sales service.
8. Product Quality Issues
Product quality issues are handled separately from ordinary customer-preference returns.
If you believe an item has a manufacturing, setting, structural, or workmanship issue, please contact us as soon as possible.
For issues discovered upon delivery or shortly after normal wear, we recommend submitting your request within 14 calendar days from the date tracking shows Delivered.
Please provide:
- Your order number.
- Clear photos or videos showing the issue.
- A photo of the complete item.
- Close-up photos of the affected area, such as a loose or missing stone, broken chain, clasp, connector, or setting.
- A photo of the original jewelry tag, if it is still available.
- Photos of the original packaging when relevant.
Please keep the product, any detached components, and the original packaging until your claim has been reviewed.
Removal of the product tag or normal wear before the issue is discovered does not automatically make an item ineligible for quality-related after-sales service.
Quality issues that may be covered include, but are not limited to:
- Stones or pearls becoming loose or detached during normal wear.
- Chain, clasp, connector, or solder-joint failure during normal wear.
- Loose settings or structural components.
- Other confirmed manufacturing or workmanship defects.
Damage caused by impact, pulling, snagging, crushing, excessive force, misuse, or other accidental damage is not considered a manufacturing defect.
Resolution for Confirmed Quality Issues
For a confirmed product-quality issue, our standard resolution is to provide a free replacement of the affected item, where the same item is available.
Floysun will cover:
- The cost of the replacement item.
- Reasonable replacement shipping costs.
If the same item is unavailable, if a replacement cannot reasonably resolve the issue, or if a replacement develops the same confirmed defect, we will provide an appropriate alternative solution, which may include:
- A refund.
- Store credit.
- An alternative replacement item.
Where applicable consumer law gives the customer the right to request a refund or another remedy, those legal rights will apply.
We may request additional information where reasonably necessary to determine whether the issue resulted from a product defect or from accidental damage or improper use.
9. Shipping Damage vs. Product Defects
Damage caused during transportation is different from a manufacturing or product-quality defect.
If Shipping Protection was purchased with your order, eligible transit damage, shipping-related loss, missing items, or qualifying delivery issues will be handled according to our separate Shipping Protection (Delivery Guarantee) Policy.
Shipping Protection is optional and does not replace your rights relating to legitimate product defects or any rights available under applicable law.
If Shipping Protection was not purchased, please still contact us if you experience a delivery problem. We will review the situation according to our standard policies and applicable legal requirements.
10. Natural Materials and Characteristics Not Considered Quality Issues
Many Floysun Jewelry pieces use pearls, natural stones, handmade elements, plated metals, and other materials that may naturally vary from piece to piece.
The following are generally not considered manufacturing defects or quality issues:
- Natural variations in Baroque pearls and freshwater pearls.
- Differences in pearl shape, surface texture, size, luster, or tone.
- Natural variations in the color, tone, pattern, texture, shape, or inclusions of gemstones and other natural materials.
- Natural stones appearing lighter, darker, or more vibrant under different lighting conditions or viewing angles.
- Slight differences between product photos or videos and the actual product caused by photography lighting, camera settings, screen calibration, or device displays.
- Slight bending or flexibility of 925 sterling silver ear posts where the post remains functional.
These characteristics do not prevent you from requesting a standard return within the applicable return period if the item otherwise qualifies.
However, where the return is based solely on one of the characteristics above, it will normally be treated as a customer-preference return, and applicable return shipping and processing fees will be the customer's responsibility.
11. Exchanges
If you would prefer another style, size, or color, please contact us within the applicable 14-day return period.
Exchange for Personal Preference
For exchanges requested for reasons unrelated to a confirmed quality issue, including:
- Different style.
- Different size.
- Different color.
- Personal preference.
A $15 exchange shipping fee and 6% exchange processing fee may apply, where permitted by applicable law.
The $15 exchange shipping fee covers the applicable return shipping and shipment of the replacement item, so an additional second shipping charge will not normally be required.
Any applicable costs will be confirmed before we process the exchange.
Product price differences may also apply where the replacement item has a different selling price.
Alternative Option
In many cases, the fastest way to receive a different item is to:
- Return the original item through our approved return process.
- Place a new order for the item you prefer.
12. Confirmed Quality-Issue Exchanges
If an exchange is approved because of a confirmed product defect or an incorrect item sent by Floysun:
- The customer will not be charged the standard customer-preference exchange fee.
- Floysun will cover the reasonable replacement shipping cost.
The resolution offered may depend on item availability and the nature of the issue.
13. 3-Month Limited Commercial Warranty
Floysun Jewelry provides a complimentary 3-month limited commercial warranty for eligible product-quality issues.
This voluntary warranty is in addition to, and does not replace or limit, any statutory consumer rights that may apply to your purchase.
The warranty period begins from the date the item is delivered.
Within the first 14 calendar days after delivery, the standard return and quality-issue procedures described above continue to apply.
After the 14-day return period, but within the 3-month warranty period, eligible product-quality issues may receive warranty service.
Warranty Service
For an issue confirmed to be covered by the warranty:
- We will normally offer repair service at no additional repair cost where repair is reasonably possible.
- If repair is not reasonably possible, we may provide a replacement of the same item at no additional product cost, subject to availability.
- If the original item is no longer available, we will work with you to provide an appropriate alternative solution.
The warranty may cover structural or workmanship issues that occur during normal wear, including loose or detached stones, pearls, clasps, connectors, settings, or chains, where there is no evidence of accidental damage, excessive force, or misuse.
For approved claims handled solely under our voluntary 3-month commercial warranty after the initial 14-day return period, the customer may be responsible for reasonable shipping or handling costs, where permitted by applicable law.
No shipping charge will be imposed where applicable consumer law requires the repair or replacement to be provided at no cost.
No repair or replacement product fee will be charged for an issue confirmed as covered under the limited commercial warranty.
Issues Not Covered by the Warranty
If an issue is not covered by the limited warranty, Floysun may, at our discretion, offer:
- A paid repair service, where repair is technically possible. Any repair fee and applicable shipping cost will be quoted and confirmed before work begins.
- A 50% replacement discount for the same item, where the item remains available.
- Another goodwill solution at Floysun Jewelry's discretion.
14. Warranty Exclusions
The 3-month limited commercial warranty does not cover damage or issues caused by normal wear, accidents, misuse, excessive force, improper care, or other factors unrelated to a manufacturing or workmanship defect.
Examples include:
- Normal wear and tear.
- Scratches, dents, or surface marks caused through normal use.
- Damage caused by pulling, bending, crushing, impact, snagging, or other excessive force.
- Broken chains, clasps, settings, or components where the damage is consistent with external force or improper handling.
- Loss of stones, pearls, charms, or other components resulting from impact, pulling, snagging, or other accidental damage.
- Damage caused by improper storage.
- Improper cleaning or unsuitable cleaning methods.
- Exposure to perfume, cosmetics, lotions, cleaning agents, harsh chemicals, or other substances that may affect the jewelry.
- Damage caused by water or moisture where the product is not specifically described as water-resistant or suitable for such exposure.
- Oxidation, tarnishing, fading, or discoloration of plated jewelry resulting from normal wear, environmental conditions, body chemistry, or improper care.
- Bent ear posts caused by handling, storage, use, or accidental pressure.
- Loss of the entire jewelry item after delivery.
- Damage caused by unauthorized repair, alteration, or modification.
- Complimentary gifts or promotional items.
- Customized, engraved, or personalized items, except where the issue results from a confirmed manufacturing defect or where applicable law provides otherwise.
Loose or detached stones, pearls, chains, clasps, settings, connectors, or other structural components that occur during normal wear may be covered where the issue is determined to result from a manufacturing, setting, or workmanship defect.
Natural variations in pearls, gemstones, and other natural materials are not considered manufacturing defects unless there is a confirmed structural or workmanship issue.
Jewelry is delicate and should be handled, worn, cleaned, and stored with appropriate care.
15. Warranty Repair or Replacement Limit
Under Floysun's voluntary 3-month limited commercial warranty, we normally provide one repair, replacement, or exchange for the affected item.
If a replacement develops the same confirmed defect, we will review an appropriate alternative remedy in accordance with Section 8 and any applicable consumer rights.
Any customer-responsible shipping cost, where permitted by applicable law, will be communicated and confirmed before warranty service is arranged.
This limitation does not restrict any remedies that cannot legally be excluded or limited.
16. Order Cancellations
Please contact us as soon as possible if you need to cancel or change an order.
Orders can only be cancelled if they have not yet been shipped or entered a stage where cancellation is no longer possible.
Once an order has shipped, it cannot be cancelled. You may request a return after delivery if the item qualifies under this policy.
Cancellation Processing Fee
For customer-requested cancellations after payment has been successfully processed, a 6% cancellation processing fee may be deducted from the refund, where permitted by applicable law.
This reflects payment-processing and order-processing costs that may not be recoverable after a transaction is completed.
Alternatively, where offered, the customer may choose store credit for the full eligible cancellation amount without this deduction.
Order Changes
If you accidentally ordered the wrong product, size, quantity, or other option and the order has not yet shipped, contact us immediately.
Where possible, we will try to amend the existing order instead of cancelling it.
17. Personalized, Engraved & Special Orders
Personalized, engraved, customized, and special-order products may enter production shortly after an order is placed.
Where cancellation is still possible:
- Cancellation within 10 hours of placing the order may be accepted without an additional customization cancellation fee.
- Cancellations requested after customization or production has begun may incur material and processing costs.
Any applicable charge will be explained before the cancellation is finalized.
Once a customized item has been completed or shipped, it is generally non-returnable unless it has a confirmed defect or applicable law requires otherwise.
18. Refund Processing
Once your returned item arrives at our designated return facility, it will be inspected.
If the return is approved, the applicable refund will normally be issued to the original payment method.
Floysun generally processes approved refunds within 3–5 business days after return inspection and approval.
Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund to your account.
Refund timing after we release the funds is controlled by the payment provider and financial institution.
19. Refund Deductions
Depending on the reason for the return and where permitted by applicable law, a customer-initiated refund may be reduced by applicable charges such as:
- Return shipping costs.
- The $12 U.S. return-label fee, where applicable.
- The 6% customer-return processing fee.
- Applicable outbound shipping costs for orders that received free or discounted shipping.
These deductions do not normally apply in the same way to a return resulting from a confirmed product defect or an error caused by Floysun.
Any deductions listed above apply only where permitted by applicable law and do not reduce statutory refunds, remedies, or consumer rights that the customer is legally entitled to receive.
Any applicable deduction will be communicated as part of the return process.
20. Store Credit
Where appropriate, Floysun may offer store credit as an alternative resolution.
Customers do not have to accept store credit instead of an otherwise legally required refund.
Where a customer voluntarily chooses store credit for an eligible cancellation or return, applicable terms will be explained before the credit is issued.
21. Incorrect Shipping Information
Customers are responsible for reviewing their:
- Recipient name.
- Street address.
- Apartment or unit number.
- City.
- State or province.
- ZIP or postal code.
- Country.
- Telephone number.
before completing checkout.
If you notice an error before shipment, contact:
as soon as possible.
We will make reasonable efforts to correct the information if the order has not already been processed or shipped.
Once the package has been handed to the carrier, an address change may no longer be possible.
Problems caused solely by incorrect or incomplete shipping information supplied by the customer may not qualify for reimbursement.
22. Tracking Shows Delivered but Package Cannot Be Located
If tracking shows Delivered but you cannot locate your package, please contact us as soon as possible.
We recommend first checking:
- The delivery location.
- Mailbox or parcel locker.
- Front door, porch, side entrance, or other safe locations.
- Household members.
- Neighbors.
- Reception or concierge.
- Building mailroom.
- The local delivery carrier.
We may assist with or request a carrier investigation.
If Shipping Protection was purchased, an eligible carrier-confirmed misdelivery, loss before successful delivery, or other qualifying shipping issue may be handled under the Shipping Protection (Delivery Guarantee) Policy.
Theft or disappearance that occurs after a package has been correctly and successfully delivered to the designated delivery location is not covered by Shipping Protection, except where otherwise required by applicable law.
23. Unclaimed, Held-for-Pickup, Refused, or Undeliverable Packages
Customers are responsible for monitoring shipment tracking and completing any reasonable action required by the carrier to receive their order.
A shipment may be held for pickup, returned, abandoned, or otherwise become undeliverable when, for example:
- The recipient does not collect the package within the carrier's required pickup period.
- The recipient does not respond to delivery, collection, or address-verification notifications.
- Delivery attempts are unsuccessful and the recipient does not arrange redelivery or collection.
- The recipient refuses the shipment.
- The recipient name, street address, apartment or unit number, postal code, telephone number, or other delivery information provided at checkout is incorrect or incomplete.
- The carrier requests additional recipient information but the information is not provided within the required timeframe.
- Customs or local delivery authorities require action from the recipient and the recipient does not complete the required steps.
If tracking shows Held for Pickup, Awaiting Collection, Available for Pickup, Ready for Collection, or a similar status, the customer is responsible for collecting the shipment within the timeframe specified by the carrier.
Customer-Caused Delivery Failure
If a shipment cannot be delivered because of failure to collect, refusal of delivery, incorrect or incomplete shipping information, failure to respond to carrier requests, or another circumstance attributable to the recipient, the shipment is not considered lost in transit and is not eligible for Shipping Protection coverage on that basis.
A package marked Return to Sender, Returning to Sender, or a similar status is not guaranteed to be physically returned to Floysun Jewelry.
Depending on the carrier, destination country, customs procedures, and local postal regulations, an undeliverable or unclaimed package may be:
- Returned to the sender.
- Held for an extended period.
- Abandoned.
- Destroyed or disposed of.
- Lost during the return process.
- Subject to additional return, storage, customs, or carrier fees.
If the Package Is Successfully Returned to Floysun
If the merchandise is physically returned to and received by Floysun in acceptable condition, we will review the order and may offer, where appropriate:
- Reshipment: The customer may request the order to be sent again and may be responsible for applicable reshipping, return-to-sender, customs, handling, or carrier costs.
- Refund: Where eligible, a refund of the applicable merchandise amount may be considered after the returned merchandise has been received and inspected. Original shipping charges, return-to-sender fees, customs charges, handling costs, and other reasonable costs may be deducted where permitted by applicable law.
A refund is not automatically issued solely because tracking shows that a shipment is being returned.
If the Package Is Not Returned to Floysun
If a package is abandoned, destroyed, disposed of, lost, or otherwise not physically returned to Floysun because the recipient:
- Failed to collect it.
- Refused delivery.
- Failed to respond to reasonable carrier requests.
- Failed to provide required delivery information.
- Provided incorrect or incomplete shipping information.
Floysun is generally unable to provide a refund, replacement, or free reshipment, except where otherwise required by applicable law.
Carrier or Delivery Error
If the customer provided complete and correct shipping information and complied with reasonable delivery, collection, customs, and carrier requirements, but the package was returned or became undeliverable because of a confirmed carrier or delivery error, please contact us.
We will review the tracking history, order information, and carrier records.
Where Shipping Protection was purchased, an eligible carrier-confirmed shipping error may be handled under our Shipping Protection (Delivery Guarantee) Policy. Where Shipping Protection does not apply, we will review the case under our standard policies and any applicable consumer rights.
24. Customer-Arranged Return Shipments
Please follow the return address and instructions provided for your specific return.
Floysun is not responsible for a customer-arranged return that is:
- Sent to an incorrect address.
- Sent without tracking.
- Lost by the customer's selected return carrier.
- Seized by customs because of an incorrect declaration.
- Returned outside the approved return process.
We recommend retaining your return receipt and tracking information until the refund has been completed.
25. Shipping Protection
Shipping Protection is an optional service available for eligible Floysun Jewelry orders.
It provides additional coverage for certain eligible shipping-related issues, including:
- Packages lost during transit.
- Items damaged during transportation.
- Items missing because of eligible shipping issues.
- Carrier-confirmed misdelivery or other qualifying delivery problems.
Shipping Protection is separate from our standard return, refund, exchange, and warranty policy.
It does not replace your rights relating to eligible product defects, Floysun errors, or any statutory consumer rights that cannot legally be excluded or restricted.
Please see our Shipping Protection (Delivery Guarantee) Policy for full coverage details, exclusions, claim deadlines, and claim procedures.
How to File a Shipping Protection Claim
If your order includes Shipping Protection and you experience an eligible shipping issue, please submit a claim through our Shipping Protection Claim Portal.
Available claim categories may include:
- Damaged During Transit
- Missing Item(s) from Package
- Delivered but Not Received
- Lost During Transit
Depending on the claim type, you may be asked to provide:
- Your order number.
- The email address used to place the order.
- Tracking or carrier information.
- Clear photos or videos of the affected item.
- Photos of the outer packaging and shipping label.
- Photos showing all items received.
- Other supporting information reasonably required to review the claim.
Please keep the affected item, any detached components, shipping packaging, and shipping label until the claim has been resolved.
If you are unable to submit a claim through the portal, please contact service@floysun.com for assistance.
Standard Resolution for Approved Claims
For an approved Shipping Protection claim, our standard resolution is a free replacement or reshipment.
Depending on the claim type:
- Items damaged during transit will normally be replaced.
- Missing items will normally be resent.
- Eligible Delivered but Not Received claims will normally be reshipped after review or carrier investigation.
- Shipments confirmed or determined to be lost in transit will normally be reshipped.
Floysun will cover the cost of the approved replacement item(s) and reasonable reshipping costs.
If the original item is unavailable, a replacement cannot reasonably be provided, or applicable consumer law requires another remedy, we may offer a refund, store credit, an alternative replacement, or another appropriate resolution.
Issues Not Handled Through Shipping Protection
Shipping Protection claims should only be submitted for eligible shipping-related issues.
For the following matters, please contact service@floysun.com instead:
- Product defects.
- Stones or pearls becoming loose or detached.
- Chain, clasp, connector, or setting failures.
- Warranty issues.
- Standard returns.
- Exchanges.
- Customer-preference returns.
- Size, style, or color changes.
- Order cancellation requests.
Packages that are unclaimed, refused, not collected, or undeliverable because of incorrect or incomplete recipient information are generally not considered lost in transit and are not eligible for Shipping Protection solely on that basis.
Please refer to Section 23 for our policy regarding Unclaimed, Held-for-Pickup, Refused, or Undeliverable Packages.
26. Legal Rights
This policy is intended to provide clear information about Floysun Jewelry's standard return, refund, exchange, and warranty procedures.
If the consumer-protection laws applicable to your purchase provide rights that are more favorable than a provision in this policy, those mandatory legal rights will apply.
Nothing in this policy is intended to exclude, restrict, or reduce rights that cannot legally be excluded or restricted.
Floysun's 3-month limited commercial warranty is an additional voluntary benefit and does not replace any statutory guarantee, warranty, or consumer protection that may apply to your purchase.
27. Contact Us
If you have questions about a return, exchange, refund, warranty claim, or product issue, please contact:
Floysun Jewelry Customer Service
Email: service@floysun.com
Please include your order number whenever possible so we can assist you efficiently.
