Refund policy
Effective Date: January 1, 2026
At XUANCA, customer satisfaction is important to us. We strive to provide a fair, transparent, and customer-friendly return and refund process. This Return & Refund Policy applies to all purchases made through the XUANCA website.
By placing an order on our website, you agree to the terms outlined in this policy.
Return Eligibility
Customers may request a return within 30 days of receiving their order.
To be eligible for a return, items must:
- Be unused and unworn
- Be in original condition
- Include original packaging, tags, and accessories
- Be free from damage caused by misuse
- Be accompanied by proof of purchase or order confirmation
Items that do not meet these conditions may not qualify for a refund.
Non-Returnable Items
The following items are generally not eligible for return:
- Customized products
- Personalized or engraved items
- Special-order products
- Gift cards
- Final sale items
- Products damaged through customer misuse
Exceptions may apply where required by applicable law.
How to Request a Return
To initiate a return, please contact our customer support team before sending any item back.
Please provide:
- Order number
- Email address used for purchase
- Product name
- Reason for return
- Photos of the item (if applicable)
Returns sent without prior authorization may not be accepted.
Return Timeframe
Approved returns must be shipped within 14 days after receiving return authorization.
Returns shipped after this period may be declined.
Return Shipping Costs
Customers are responsible for return shipping costs when returning items due to:
- Change of mind
- Personal preference
- Incorrect purchase decision
- No longer wanting the item
XUANCA will cover reasonable return shipping costs when:
- The wrong item was received
- The item arrived damaged
- The item contains a verified manufacturing defect
Unauthorized shipping expenses may not be reimbursed.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, missing, or incorrect item, please contact us within 7 days of delivery.
Please provide:
- Order number
- Photos of the item
- Photos of the packaging
- Description of the issue
After review, we may offer a replacement, refund, or another appropriate resolution.
Refund Process
Once returned items are received and inspected, customers will be notified of the refund decision by email.
Approved refunds will be issued to the original payment method used during checkout.
Refunds apply only to eligible product amounts.
Original shipping charges, expedited shipping fees, and additional service fees may not be refundable unless required by law.
Refund Processing Time
Return inspections typically require:
2–5 business days
After approval, financial institutions may require:
5–10 business days
Actual refund timing depends on your bank, credit card issuer, or payment provider.
Late or Missing Refunds
If you have not received your refund:
- Review your bank account.
- Contact your credit card provider.
- Contact your payment service provider.
- Contact your bank.
If you still have not received your refund, please contact us for assistance.
Order Cancellation
Orders may be canceled before shipment.
Once an order has entered the shipping process or has been shipped, cancellation cannot be guaranteed.
If your order has already shipped, you may request a return after delivery in accordance with this policy.
Refused Deliveries
If a customer refuses delivery of a shipped order, the following costs may be deducted from any eligible refund:
- Original shipping charges
- Return shipping costs
- Carrier handling fees
Promotional Purchases
Items purchased during promotions, sales events, or with discount codes will be refunded based on the actual amount paid.
Refunds will not exceed the purchase amount.
Exchanges
We currently do not offer direct exchanges.
Customers wishing to obtain a different item should return the original product and place a new order.
Fraud Prevention
To protect customers and maintain platform integrity, XUANCA reserves the right to deny return or refund requests involving:
- Fraudulent claims
- Excessive return activity
- False damage reports
- Used or altered products
- Violations of this policy
Return Address
Please do not return items without prior authorization.
Once your return request is approved, detailed return instructions will be provided.
Return Processing Address:
108 W 39th Street PMB 2194, Ste 1006
New York, NY 10018
United States
Contact Information
Brand Name: XUANCA
Customer Support Email: info@xuancajewelry.com
Customer Support Phone: +1 706-255-0084
Business Hours (Eastern Time)
Monday – Friday: 8:00 AM – 6:00 PM
This Return & Refund Policy is designed to comply with Google Merchant Center transparency requirements and applicable consumer protection standards.