Return & Refund Policy

Shinju Pearls: Return & Refund Policy

1. Overview
At Shinju Pearls, we take pride in the quality and craftsmanship of our pearl jewelry. If you are not entirely satisfied with your purchase, we are here to help. This policy is designed to protect both our customers and our business by ensuring a fair and transparent process.

2. Returns and Refunds (After-sale Service)

2.1 Return and Refund Requests
•    Standard Return Window: Customers may request a return within 7 days of the order being marked as "Delivered."
•    Condition Requirement: Items must be returned in their original, unworn, and unaltered condition with all original packaging (jewelry boxes, pouches) and any Certificates of Authenticity included.
•    Rejection & Closure: If a return request is rejected due to lack of evidence, the customer has 48 hours to provide additional proof; otherwise, the request will be closed.
•    Shipping Deadline: Once a return is approved, the customer must ship the item and provide a tracking number within 5 working days.

2.2 Handling Returns
•    Review Timeline: Our team will review all requests within 2 working days.
•    Quality Control Check: All returns undergo a mandatory inspection. We reserve the right to reject returns if:
o    The pearls show signs of wear (perfume scents, makeup stains, scratches).
o    The item has been resized or repaired by a third party.
o    The original Certificate of Authenticity is missing (a RM50 replacement fee applies if the certificate is lost but the item is otherwise accepted).
•    Refund Amount: Approved refunds will be for the exact amount paid for the product. Original shipping fees are non-refundable unless the return is due to a "Seller Fault."

2.3 Shipping Costs
•    Change of Mind: The customer is responsible for the return shipping cost. We highly recommend using a tracked and insured service, as Shinju Pearls is not responsible for items lost or damaged during return transit.
•    Seller Fault: Shinju Pearls will bear the return shipping costs if the item is:
o    Defective or damaged upon arrival.
o    Incorrectly sent (wrong design/size).
o    Significantly different from the website description.

2.4 Non-Returnable Items
To protect our inventory and hygiene standards, the following are strictly non-returnable:
•    Custom-Made/Bespoke Orders: Any jewelry made to specific customer measurements or custom designs.
•    Earrings: For hygiene reasons, earrings cannot be returned once the packaging seal is broken.
•    Sale/Clearance Items: Items purchased during warehouse sales or marked as "Final Sale."

How to Return Your Purchase
We want the process to be as smooth as possible. Please follow these 4 steps:

Step 1: Request a Return
Before sending your item back, you must obtain a Return Authorization.
•    Contact Us: Email our support team or WhatsApp us with your Order Number (e.g., #SP1234) and a photo of the item.
•    Approval: Our team will review your request within 2 working days. Once approved, we will provide you with the return instructions.

Step 2: Pack with Care
Pearls are organic gems and require gentle handling.
•    Include Everything: Place the jewelry back in its original Shinju Pearls box/pouch.
•    The Essentials: You must include the original Certificate of Authenticity.
•    Outer Packaging: Place the jewelry box inside a sturdy mailing box with bubble wrap to prevent movement during transit. Do not use a standard paper envelope.

Step 3: Ship Your Return
•    Courier Choice: We recommend using a tracked and insured courier service (e.g., PosLaju, DHL, or J&T).
•    Tracking: Once posted, please share the Tracking Number with our team.

Step 4: Inspection & Refund
•    Quality Check: Once received, our experts will inspect the item (usually takes 2–3 working days).
•    Refund Processing: If approved, your refund will be processed back to your original payment method. Please allow 5–10 working days for the credit to appear on your statement.