Exchange and Refund Policy

Please contact our Customer Service Department via email info@hydagems.com. Our Customer Service team will guide you through the exchange and refund process. Unless you receive the confirmation for return, please do not make before arrange any return shipment. The final decision shall rest on the sole discretion of the company unless the laws of Hong Kong SAR state otherwise.


Items eligible for exchange or refund

The exchange can be made within 14 days after received. Item(s) in each order can only be exchanged once. You will be responsible for all the shipping costs induced, except exchanging defected or fault items.


 Items that are eligible for exchange: 

-          Defected Items

-          “Fault items” *

*The items you received do not match the items you have ordered, for instances, difference in stone types, sizes, shapes, cuttings and so on.

 

Items that are not eligible for exchange: 

-          Items purchased in sales or with special discounts

-          Items purchased for 14 days or more after the receipt of goods

-          Items which are giveaways

-          Items purchased or redeemed with coupons or gift vouchers

-          Items without original invoice, tags, labels and packaging.

Remark

-          We will usually credit the refund back to the original payment type, unless we have provided another option and you have expressly agreed otherwise.

-          If we received the returned item and considered, by reasonable means, that the item is not defected nor faulty, the refund would not be entitled. We will return the goods to you, and you will be responsible for the shipping fee induced.