At Yanyao Jewelry, we are committed to the long-term care of your jewelry. If your piece requires repair, we offer the following options:
1-Year Complimentary Repair Service
We offer a one-year complimentary repair service from the date of delivery, covering issues caused by everyday wear or manufacturing defects.
This service includes:
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Resetting loose or missing small accent stones (excludes center stones over 0.30ct)
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Prong tightening
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Chain or clasp repairs
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Ring resizing (when applicable)
Please note:
This complimentary service does not cover damage resulting from misuse, accidents, or unauthorized alterations or repairs.
We believe your jewelry should be worn and loved—should you ever need assistance, our team is here to help ensure your piece continues to shine beautifully.
Two Repair Options Available
1. Return to Us for Repair
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Within one year, repair is free if damage is not caused by human error or external force.
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After one year, repair services are available for a reasonable fee.
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Customers cover the shipping cost to us; we cover the return shipping after the repair.
2. Local Repair (Within 1 Year Only)
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If you choose to repair your item locally, this option is available only within one year of delivery
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Please provide a valid repair invoice
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Once verified as reasonable, we will reimburse the repair cost
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Local repairs beyond the one-year period are not eligible for reimbursement
After the one-year period, we are still happy to assist with repairs—a workmanship fee and service charge will apply depending on the type of repair needed. We will provide a quote before any work begins.
Yanyao Refund Policy for Customized Products
At Yanyao Jewelry, each piece is crafted with utmost care and dedication to meet the unique expectations of our customers. Due to the bespoke nature of many of our products, our refund policy is as follows:
1. Refunds for Customized Products
- Customized products are not eligible for refunds or returns after delivery unless there is a verified issue with the product’s quality.
- Non-quality-related reasons, such as a change in personal preference, price comparisons with similar products, or dissatisfaction with promotional pricing, do not qualify as valid grounds for a return or refund.
2. Order Cancellation for Non-Ready-to-Ship Customized Products
- If a non-ready-to-ship (made-to-order) customized product has entered the production process (e.g., stone procurement, inventory adjustments, CAD creation, or similar), a cancellation will incur a 30% service fee based on the total order value.
- If the product has been fully produced but not yet delivered, cancellation will incur a 50% service fee based on the total order value.
Additional Notes
- Ready-to-ship products, which are shipped within three business days of ordering, are not considered customized and are subject to a different return policy (if applicable).
- Customers are advised to carefully review all order details, including design specifications, prior to confirming their purchase.
Thank you for your understanding and support of our craftsmanship. Should you have any questions about your order or this policy, please do not hesitate to contact our customer support team.
Return Policy for Ready to Ship Items
We want you to love your jewelry. If for any reason you are not completely satisfied with your Ready to Ship purchase (which are shipped within three business days of ordering), we accept returns under the following conditions:
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Return Window: Items must be returned within 15 days, from the date of delivery.
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Condition: Returned items must be unused, unworn, and in original condition, including all original packaging and certificates (if any).
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Return Authorization: Please contact us prior to returning any item to receive return instructions and authorization. Unauthorized returns may not be accepted.
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Shipping: Return shipping costs are the responsibility of the customer. We recommend using a trackable and insured shipping method. For more details, please refer to the return policy below.
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Restocking Fee: A 20% service fee will be deducted from your refund. This covers restocking, processing, and any applicable import duties or return customs fees.
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Refund: Once the returned item is received and inspected, a refund (minus the service fee and original shipping charges) will be issued to your original payment method within 3 business days.
Note:
Items that have been resized, altered, or custom engraved are not eligible for return. For more details, please refer to the return policy below.
Yanyao Return policy
All returned items must be undamaged and accompanied by all original packaging and documentation, including the diamond certificate. The 15-day program begins on the day the order is delivered.
Due to their personalized nature, the following orders are not eligible for return: Items that have been modified one or more times; engraved/laser engraved items; items that have been resized one or more times; items that have previously been replaced or upgraded; custom-designed jewelry.
Returns/Exchanges for Broken or Defective Items: You must attach a picture that clearly shows the damaged/defective item and describe the problem with your item. If you are unable to send pictures please let us know and we will be happy to help.
For discounted items, such as items in special offer, if there are quality issues, we will reimburse repair costs within a fixed amount based on the repair receipt. Customers can also choose to return the item directly. However, returns must be made in the original packaging, and return shipping is only supported via USPS. We will process your refund within two business days after receiving and confirming the returned item.
Please note that the specified quality issues include loose prongs and metal breakage not caused by human factors. Wear and scratches caused by improper use are not considered manufacturing defects and are not covered under after-sales service. However, maintenance services can be purchased for a fee if needed.
For custom cut diamond, the customer is responsible for the full return shipping cost, and full of the customs duties incurred during the return, and an additional 40% service fee based on the order price is required. Customs duties and service fees incurred from the return will be deducted directly from the refund.
How to return?
1. Contact yanyao Jewelry Customer Service
If you need a return, please contact us via chat at High Jewelry & Yanyao Jewelry Online Store – YANYAO JEWELRY or by email to the Yanyao JEWELRY Customer Service Team:
yyjewele@gmail.com
If we can solve your problem without returning it, we'd love to do so! However, if you think your item must be returned, we ask you to send an email to infoyyjewele@gmail.com
Please list the order number with "#" in the subject line. In the body of the email, you wish to return your item and any information you think would be helpful to us.
Please note that the return shipping cost will be borne by the customer. After receiving your return request, we will provide you with the return address and phone. Please take a photo of the package with the shipping label attached and provide it to us along with the tracking number.
2. Pack and return
Make sure all original materials (including actual product, original box) and all documentation (including diamond and grading report) are intact.
Please note that if certificates are lost or tampered with, we will charge a certificate replacement fee based on the actual inspection fee.
For safety reasons, do not write jewelry, diamonds or other related words anywhere on the packaging.
Please double pack the package and stick the label on the outside of the large box and drop it off to the courier location closest to you. (We recommend DHL and Post Office as our preferred shipping partner).
Yanyao is not responsible for shipping errors - we recommend that customers only use staffed storefronts to send returned items. Please do not use drop boxes or unmanned locations. We also recommends insuring the package for a certain value.
Get a shipping receipt to confirm that the item has shipped - this receipt will serve as proof of shipping and insurance.
Refund process
Once we receive the return package, our quality assessment team will inspect the item and begin the refund process.
*If the item is not brand new, there may be a follow-up email or inquiry to the customer to determine eligibility.
Refund Details:
Refunds usually take 3 business days to process.
The refund amount will be issued to the payment method used for the original purchase.
Refunds to countries other than the U.S. will be refunded in U.S. dollars at the prevailing exchange rate and cannot accommodate currency fluctuations between the time of purchase and the time of the refund.
It is not responsible for any foreign currency transaction fees that the client's bank may charge.
For all credit card chargebacks, please allow a one-month billing cycle to show your credit limit.
Need more help? We are here to help you
Contact us by email: infoyyjewele@gmail.com
or chat with us on the website