At Sivraen™, operated by Guangzhou Chulei Electronic Commerce Co., Ltd., we want every jewelry and accessories purchase to feel considered, reliable, and enjoyable.

This policy explains how eligible returns, damaged-item claims, exchanges, and refunds are handled.

1. Our 30-Day Return Period

Eligible products may be returned within 30 days of confirmed delivery.

To qualify, an item must generally be:

✓ Unworn and unused
✓ Free from scratches, stains, odors, or alterations
✓ Returned with its original packaging, tags, pouches, and accessories
✓ Accompanied by valid proof of purchase

Jewelry showing signs of wear, improper storage, customer-caused damage, or missing components may not qualify for a refund.

Please try on jewelry carefully and avoid contact with perfume, cosmetics, water, or cleaning products before deciding whether to keep it.

2. Starting a Return 📩

Before sending an item back, contact our customer care team:

Email: service@sivraen.com

Please include:

• Your order number

• The name of the item

• The reason for the return

• Clear photographs when relevant

Once the request has been reviewed, we will provide the appropriate return instructions and return address.

Please do not send products to the address shown on the parcel without receiving approval. Unauthorized returns or parcels sent to an incorrect location may be delayed or refused.

3. Damaged, Defective, or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if an item:

✓ Arrives damaged
✓ Has a confirmed manufacturing defect
✓ Is different from the product ordered
✓ Is missing from the package

To help us review the issue, we may request photographs or a short video showing:

• The product

• The packaging

• The shipping label

• The affected area or defect

After verification, an appropriate resolution may include a replacement, refund, store credit, or return instructions.

Normal wear, accidental damage, discoloration caused by chemicals, and damage resulting from improper care are not considered manufacturing defects.

4. Products That May Not Be Returned

The following products may be excluded from standard returns:

• Personalized, engraved, or customized jewelry

• Earrings or pierced jewelry with removed hygiene seals

• Gift cards

• Final-sale or clearance products clearly marked as non-returnable

• Items damaged after delivery through misuse or improper care

• Products returned without their original components

• Promotional gifts supplied at no additional charge

Non-returnable restrictions do not apply where a return or remedy is required by applicable law.

5. Exchanges ✨

Direct exchanges may not always be available because product styles, colors, and sizes can sell out.

For faster service, we generally recommend:

1. Requesting a return for the original item

2. Placing a separate order for the preferred replacement

This allows the new item to be processed without waiting for the returned product to arrive and be inspected.

6. Return Shipping Costs

Unless the item was confirmed to be damaged, defective, or incorrectly supplied, customers are generally responsible for return shipping costs.

Original shipping charges are normally non-refundable unless:

✓ The complete order was incorrect
✓ The product was confirmed to be defective
✓ Applicable law requires reimbursement

We recommend using a trackable delivery service and keeping the shipping receipt until the return has been completed.

Sivraen™ cannot guarantee receipt of returns sent without tracking.

7. European Union Cancellation Rights 🌍

Customers in the European Union may have a legal right to withdraw from certain online purchases within 14 days of delivery, subject to applicable exceptions.

To exercise this right, customers should notify us clearly within the required period.

Returned products should remain unworn, complete, and in substantially their original condition. Customized goods and certain sealed hygiene-sensitive products may be excluded where permitted by law.

These rights apply in addition to any eligible benefits provided by our standard return policy.

8. Return Inspection

After a returned parcel reaches the approved return location, it will be inspected to confirm:

• The correct item was returned

• The product is complete

• The condition meets the return requirements

• The request matches the approved return record

We will notify you after the review is completed.

A refund may be reduced or declined when an item has been worn, altered, damaged, or returned incomplete, except where prohibited by law.

9. Refund Timing 💳

Approved refunds are issued to the original payment method.

Please allow up to 10 business days after refund approval for processing. Banks, card issuers, and payment providers may require additional time before the funds appear in your account.

Shipping, currency conversion, or transaction fees charged independently by banks or payment providers may not be recoverable by Sivraen™.

If more than 15 business days have passed since refund approval, contact:

service@sivraen.com

Please include your order number and refund confirmation details.

10. Refused or Unclaimed Deliveries

Orders refused at delivery, left unclaimed, or returned because of an incomplete address may be subject to carrier return fees.

Where permitted, these costs may be deducted from the refundable amount after the parcel has been received and inspected.

Refunds cannot be issued while a refused or unclaimed parcel remains in transit.

Support with Every Detail 🤍

From delicate necklaces to earrings, bracelets, rings, and anklets, we aim to handle each return request carefully and fairly.