Returns & Refund Policy

At Shinao, we want you to feel confident and satisfied with your jewelry purchase. If you are not completely happy with your order, you may request a return or exchange according to the conditions outlined in this policy.

Please review your order carefully after delivery. If you experience any issue with your item, contact us as soon as possible so we can assist you with the next steps.

Return Eligibility

Items may be eligible for return if they are unused, unworn, undamaged, and in their original condition. Products must be returned with their original packaging, tags, labels, certificates, gift boxes, and any included accessories where applicable.

• The item must be unused and unworn.
• The item must be in its original condition.
• Original packaging and accessories must be included.
• Proof of purchase or order confirmation may be required.
• The return request must be made within the return period stated on our website.

Non-Returnable Items

For hygiene, personalization, or special order reasons, some jewelry items may not be eligible for return unless they arrive damaged, defective, or incorrect.

• Personalized or custom-made jewelry
• Engraved items
• Earrings or pierced jewelry for hygiene reasons
• Final sale or clearance items
• Gift cards or store credits
• Items damaged due to misuse, wear, or improper care

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you purchased, please contact us promptly with your order details and clear photos of the item and packaging.

After reviewing your request, we may offer a replacement, exchange, refund, repair, or another suitable solution depending on the issue and product availability.

Return Process

To request a return, please contact our support team with your order number and the reason for your return. We will review your request and provide instructions if your item is eligible.

Please do not send any item back before receiving return instructions. Unauthorized returns may not be accepted or processed.

Exchanges

Exchanges may be available for eligible products depending on stock availability. If the requested replacement item is unavailable, we may offer an alternative product, store credit, or refund according to our policy.

Refunds

Once your returned item is received and inspected, we will notify you about the approval or rejection of your refund. If approved, the refund will usually be issued to the original payment method used at checkout.

Refund processing times may vary depending on your bank, card provider, or payment service. Shipping fees, handling fees, gift wrapping, customs duties, taxes, or other additional charges may be non-refundable unless required by applicable law.

Return Shipping

Customers may be responsible for return shipping costs unless the item is damaged, defective, or incorrect. We recommend using a trackable shipping service, as we cannot be responsible for items lost or damaged during return transit.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible. Orders can only be cancelled before they are processed, packed, or shipped. Once an order has been dispatched, it may need to be handled as a return.

Jewelry Care and Condition

Returned jewelry must be handled carefully and kept in its original condition. Items showing signs of wear, perfume, water exposure, scratches, damage, missing parts, or altered packaging may not be eligible for refund or exchange.

Contact Us

If you have any questions about returns, exchanges, refunds, or product eligibility, please contact us through the support information provided on our website.