Return & Exchange Policy (Virtual Show ONLY)

This Return Policy is applicable to K.S. Sze & Sons online purchase orders ONLY and not for purchases at the physical store.

Returns for refund or exchange must be initiated within 7 days of receipt of your order. You will only pay for return shipping and insurance fees.

Please note that to be eligible for return, items must be in their good condition, including all product documentation, and provide receipt of ship-backs.

“Good Condition” means that the merchandise is:
1. Still in its original packaging with all certificates, warranties, original invoice.
2. The item is found intact with original purchase condition.

Please note that some items cannot be returned due to their product nature. These ‘Excluded items’ include:
1. All the products received and checked at K.S. Sze & Sons physical store.
2. All engraved products, Made-to-Order products cannot be returned or refunded.
3. Merchandise invoiced as ‘non-refundable, non-exchangeable’.

If a package or item delivered to you arrives damaged, please refuse the shipment and send email to us by customerservice@ks-sze.com. Please retain all packing materials unless instructed otherwise by K.S. Sze & Sons. Claims for damaged or missing items must be reported immediately or within 5 days of receipt of your order. K.S. Sze & Sons is not responsible for lost or damaged returned shipments.

Exchange
We offer exchange service if the items in following conditions. (*Except Non-refundable & Non-exchangeable items)
1. Products must be in “Good Condition” with no damaged, not being worn or used in a way.
2. To exchange a product, the product must be available to purchase on the E-Catalog and its price must be higher or equal to the original order amount.
3. The customer will have to pay the difference in price if he/she selects a product of a higher price.
4. If you have purchased any items with and discount offered or other promotional activities, but the discount offer has expired at the time of the exchange, the discount shall not be taken into account.

Refunds
Upon receiving and checking the returned product in good condition, the price of the order would be refunded to your credit/debit card or account used for the purchase within 4-6 weeks. The actual time of the refund are subject to availability on the vendor or bank concerned. You may also choose to refund by store credits to enjoy extra 5% of the order amount for the next purchases within the next 6 months from the invoice date.

How To Prepare A Return Or Exchange
To return an order, please follow the process below:
1. Initiate your return. Contact us by customerservice@ks-sze.com stating clearly in the email the order number, receipt number, item number and reasons for refund/exchange with photos if applicable. You will receive a detailed instructions for returning your order.
2. Arrange shipping and insurance. You will be sending your return via our designated insured carrier. Please be sure to confirm that you insure your jewellery to the value that was paid. You are responsible for any return shipping costs and insurance fees.

After Your Return Is Received
Once we have received your return, your return will then be examined by our Quality Assurance team. Once inspection is complete, our customer service representative will either process your refund for returns, or assist you to place your replacement order for exchanges.