Fisorat

Return & Refund Policy

FISORAT Indonesia Website Jewelry Return, Exchange & Full/Partial Refund Policy

This policy defines standardized return, exchange and refund rules for all fashion jewelry products sold on our Indonesian official site, including pearl earrings, gemstone necklaces, enamel brooches, metal stud earrings and shell accessories. All return applications must comply with the terms below, and all after-sales communications shall be conducted through our official email [email protected] for formal record retention.

1. Eligible Return & Exchange Time Window

Our official free return validity period is 30 calendar days counted from the exact date you sign to receive your jewelry package from Indonesian local logistics providers. All return requests must be submitted to [email protected] via email within this 30-day window, attaching your order number, clear product photos and return reason description. Any return application sent later than the 30-day post-delivery cutoff will be rejected without exception.

2. Qualified Conditions for Free Return/Exchange

Products are only acceptable for complimentary return or exchange if all the following standards are met simultaneously:

  1. The jewelry item remains in unused, brand-new condition, with no visible wear marks, scratch damage, pearl surface abrasion, metal oxidation, gemstone chipping, deformation or discoloration caused by personal wearing, improper storage or collision.
  2. All original complete accessories are returned together: brand gift box, anti-tarnish jewelry pouch, product care instruction card, dust cloth and original product tag printed with FISORAT logo. Missing original packaging components will trigger a packaging deduction fee during refund processing.
  3. The product is not categorized as non-refundable special merchandise listed in Section 4 of this policy.
  4. The return application is submitted within the 30-day valid period via official email [email protected] and approved by our after-sales team before you send back the goods. Unauthorized direct return of packages without prior email approval will be refused receipt by our warehouse, and no refund will be issued.

3. Valid Return Reason Categories with Full Support

We fully approve return or exchange requests submitted for the following legitimate reasons:

  1. Product Quality Defects: Factory production flaws including loose gemstone inlay, broken enamel brooch petals, cracked pearl surfaces, bent earring posts, faded plating and defective necklace chains confirmed via clear photos sent to [email protected].
  2. Wrong Item Shipment: We delivered mismatched SKUs, incorrect jewelry styles, wrong gemstone colors or wrong sizes compared with your original checkout order.
  3. Transit Damaged Merchandise: Jewelry broken or scratched during cross-border delivery, with complete packaging damage photographic evidence provided within 48 hours of package receipt.
  4. Customer Personal Preference Mismatch: You dislike the jewelry luster, color matching, wearing size or style after receiving the intact unused product; returns for personal preference are permitted but require the customer to bear return shipping costs to our overseas warehouse.
  5. Duplicate Accidental Orders: You submitted identical jewelry orders by mistake and wish to return one unused full set before long-term wear.

4. Non-Refundable & Non-Exchangeable Merchandise Exclusions

The below product types cannot be returned, exchanged or eligible for full refund under any circumstances after order receipt:

  1. Custom personalized jewelry: All engraved name pendants, custom-sized modified necklaces, bulk tailor-made wholesale pieces agreed via [email protected] wholesale contracts.
  2. Clearance flash sale limited stock items marked “Final Sale No Return” on the product detail page during Indonesian promotional events.
  3. Jewelry with obvious signs of long-term personal wear: Oxidized metal parts, stained pearls, scratched gemstone surfaces, bent earring hooks, lost small accessory parts and self-modified jewelry structure.
  4. Disposable small gift accessories complimentary bundled with orders (mini jewelry cleaning wipes, gift wrapping ribbons, brand sticker logos).
  5. Products damaged by customer improper maintenance: Chemical corrosion from perfume, shower soap, sweat soaking, high-temperature baking or self-polishing with abrasive tools.

5. Refund Method & Processing Timeline

  1. Full Merchandise Refund: After our warehouse receives and inspects your returned intact jewelry to confirm compliance with return standards, we will initiate your refund to the original payment method you used to place the order within 7 working days. The time until the refund appears depends on the provider used for your original payment.
  2. Partial Refund for Damaged Items: If only one piece in your multi-item order has quality defects, you may apply for a proportional partial refund for the faulty single product instead of returning the entire order, with photo evidence sent to [email protected] for damage valuation confirmation.
  3. Shipping Fee Refund Rules:
    • If the return reason is our brand’s fault (quality defect, wrong shipment, transit damage), we fully refund both original outbound shipping fees and reimburse your return logistics cost after you provide return shipping receipt photos via email.
    • If you return goods due to personal preference mismatch, only the core merchandise value will be refunded; original outbound shipping charges and return shipping expenses are non-refundable and deducted from your repayment amount.

6. Return Shipping Operation Standard

Once your return request is approved by email from [email protected], our customer service will send you a designated overseas warehouse return address, customs declaration template for returned jewelry and return shipping packaging guidance. You must securely repack the jewelry with shockproof bubble wrap to avoid secondary damage during return transit, and send the tracking number of your return package to our official email immediately after drop-off. We do not accept COD (Cash on Delivery) return shipments; all return shipping fees must be prepaid by the sender according to return reason liability rules.

7. Exchange Service Terms

If you wish to exchange your jewelry for a different size, gemstone color or alternative style instead of requesting a refund, mark “Exchange Request” in your email subject when contacting [email protected] within the 30-day window. After we receive and inspect your returned original item, we will process production and re-shipment of your exchanged jewelry within 3–6 working days. Exchange re-delivery shipping fees are covered by FISORAT if the exchange is caused by our shipment error or quality defect; customers bear exchange shipping costs for personal preference exchanges.