Refund policy

We want you to feel confident when shopping with KEYA Jewelry. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

RETURN ELIGIBILITY

To be eligible for a return:

The return request must be submitted within 30 days of delivery.
The item must be unworn, unused and in its original condition.
Trying on a ring briefly to check the fit is permitted, provided it shows no signs of wear, scratches, damage or alteration.
The item must be returned in its original KEYA packaging.
Proof of purchase or your order number is required.

Items returned with visible signs of wear, scratches, damage, alteration or missing components may not qualify for a full refund.

HOW TO REQUEST A RETURN

To request a return, contact us at info@keyajewelry.com and include:

Your order number
The item you wish to return
The reason for the return
Clear photographs if the item is damaged, defective or incorrect

If your return is approved, we will provide the correct return address and return instructions by email.

Please do not send returns to our Hong Kong registered office or any address shown on the original parcel. Returns sent without contacting us first, or sent to an incorrect address, may be delayed or unavailable for processing.

RETURN SHIPPING

For change-of-mind returns, incorrect size selections or other non-defective returns, the customer is responsible for the return shipping cost.

KEYA Jewelry does not automatically provide prepaid return shipping labels.

We strongly recommend using a trackable shipping service and keeping your shipping receipt until the return has been completed. KEYA Jewelry is not responsible for returned parcels that are lost or damaged in transit.

Original shipping charges are non-refundable unless the item is defective, damaged, incorrect, or applicable law requires otherwise.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order after delivery and contact us promptly if your item is damaged, defective or different from what you ordered.

Email info@keyajewelry.com with your order number and clear photographs of the item and packaging. If the issue is confirmed, we will offer an appropriate solution, which may include a replacement, repair or refund. Where required, reasonable return shipping costs will be covered by KEYA Jewelry.

This policy does not limit any legal rights you may have for faulty or misdescribed goods.

NON-RETURNABLE ITEMS

The following items cannot be returned for change-of-mind reasons:

Rings that have been worn, scratched, damaged or altered after delivery
Personalized, engraved, custom-made or made-to-order products
Items returned without their original packaging or essential components

Personalized or custom-made items may still qualify for a remedy if they arrive damaged, defective or different from what was ordered.

SALE ITEMS

Sale and promotional items are eligible for return under the same conditions and time limits stated in this policy, unless the item was personalized or custom-made.

EXCHANGES

The fastest way to receive a different size or style is to return the original item and place a new order after the return has been approved.

Customers are responsible for return shipping and any shipping cost associated with a replacement requested because of an incorrect size or change of preference. If we sent an incorrect or defective item, we will cover the applicable replacement costs.

REFUNDS

We will inspect your return after it is received. If approved, the refund will be issued to your original payment method.

Please allow up to 10 business days after approval for us to process the refund. Your bank or payment provider may require additional time to post the funds to your account.

If more than 15 business days have passed since your refund was approved, please contact info@keyajewelry.com.

EUROPEAN UNION AND UNITED KINGDOM CUSTOMERS

If you are a consumer in the European Union or the United Kingdom, you may have a statutory right to cancel an eligible online purchase within 14 days of receiving it, without providing a reason.

After notifying us of your decision to cancel, you must return the eligible item in accordance with the applicable legal time limit. You may be responsible for the direct cost of returning the item unless it is damaged, defective, incorrect, or applicable law requires otherwise.

This statutory cancellation right generally does not apply to products that are made to order, clearly personalized or engraved.

Our 30-day return policy does not replace, restrict or reduce any mandatory consumer rights available under applicable law.