Refund & Return Policy
Thank you for shopping with us at Onetruering. We strive to ensure that every customer is completely satisfied with their purchase. If for any reason you are not fully satisfied, we are happy to assist with a return or refund, under the following conditions:
- Eligibility for Refund or Return
Custom Orders: As our jewelry is custom-made to your specifications, we hope that it brings you joy and happiness. However, if you are truly dissatisfied with your custom order, we do offer a return and refund within 14 days of receiving your item, provided the item is in new, unworn, and undamaged condition. We want you to feel that the ring truly represents your love and commitment, and we’re happy to help if it doesn’t meet your expectations.
Non-Custom Products: If you are not satisfied with a non-custom item, you may return it within 30 days of receiving the item for a full refund, provided it is in its original condition, unworn, and undamaged.
- Process for Returning Items
Return Request: To initiate a return, please contact our customer service team at [WhatsApp:85284833593] within 30 days of receiving your item. Include your order number and reason for the return.
Return Shipping: Once we approve your return request, we will provide instructions on how to ship the item back. Customers are responsible for the return shipping costs, unless the item is defective or there was an error with your order.
Refund Processing: After we receive and inspect the returned item, we will process your refund to the original payment method within 5-7 business days.
- Damaged or Defective Items
If your item arrives damaged or defective, please notify us immediately within 7 days of receiving the product. We will arrange for a return, replacement, or refund based on your preference.
- Exclusions
Custom Orders: Custom-made items are typically non-returnable unless there is a manufacturing defect or if you are truly unhappy with the final product. We are committed to ensuring your satisfaction, and will work with you to find a solution.
- Exchanges
We currently do not offer direct exchanges. If you wish to exchange your item, you will need to return the item for a refund and place a new order for the replacement.
- Refunds
Once your return is processed, your refund will be issued to your original payment method. Please note, it may take 5-7 business days for the refund to appear in your account, depending on your bank or payment provider.
- Contact Us
If you have any questions or concerns about your return or refund, please don’t hesitate to reach out to our customer service team. We are here to assist you and ensure that your experience with us is nothing short of amazing!
