Refund policy

Quick Summary

General Return Policy:

  • Acceptance of unused, unworn, tagged, and original packaged items within 30 days of purchase. 
  • $12.00 flat rate return shipping （For orders with return labels） and 6% restocking fee (Including bank transaction fees).

Exceptions to Returns:

  • Special customized items, Final sale items are non-returnable.
  • We do not accept returns for items that have been used or had their tags removed. Please ensure you are satisfied with the product before removing the tag.

Damages and Quality Issues:

  • If you receive a damaged or defective item, please contact us immediately and provide a photo of the product with the original product tag attached. We will arrange a free replacement for you within 14 days of purchase.
  • For damages caused by shipping carriers during transit, direct refunds are not available. In such cases, we will arrange to send you a new replacement package at no additional cost. In such cases, Kagrok is responsible for the replacement fees.

Cancellations and Refunds:

  • Order Cancellation & Refund Fees Please note that if you request to cancel an order after payment has been completed, a 6% processing fee will be deducted from your refund. This fee covers the non-refundable transaction charges imposed by third-party payment platforms (such as Shopify Payments, PayPal, etc.), which are not returned to us even if the order is cancelled or refunded.
  • Alternatively, we offer the option of a full refund in the form of store credit, which can be used for future purchases without any deductions.

Order Verification and Customer Responsibility:

  • Customers must verify order details before confirmation.
  • Customers are responsible for the accuracy of provided address information.

Shipping and Return Addresses:

  • Shipping Origin:
    • All orders are shipped from our warehouse in China.
  • Return Addresses:
    • Once your return request is confirmed, you will receive an email with the specific return address for our warehouse in China, along with detailed return instructions.
    • Please follow the instructions carefully to avoid delays in processing your return.

General Return/Exchange Process:

  1. Submit a return request:
    1. Click the profile icon in the store's navigation, or go to the refund policy or returns page, and request a return.
    2. Log in to your account. (Access your account）
    3. Enter your email address in the Email field and click Continue.
    4. Open the email sent from our store in your email account and copy the six-digit verification code provided.
    5. Return to the online store and enter the six-digit verification code.
    6. Click on the order for which you want to request a return.
    7. If your order contains multiple items, select the items you want to return.
    8. Choose a return reason and add a note for the store.
    9. Click Request Return.
  2. If your return request is approved and requires shipping, you will receive an email with shipping instructions.
  3. Kagrok can provide prepaid shipping labels for returns in certain regions, with the generated shipping and customs clearance fees deducted from your refund. Alternatively, you can use your preferred carrier for returns. We recommend using traceable and insured shipping methods to ensure successful delivery of your return. Once the product is returned, you will receive a refund within 3-5 business days.

Contact Information:

Email: office@kagrok.com


Specific Instructions

RETURNS:

You have 30 days from the date of purchase to return your item. To be eligible for a return, items must be in their original condition: unworn, unused, with all tags attached, and in the original packaging. Please include your receipt or proof of purchase.

Important Information:

  1. Shipping and Return Process:
    1. Our shipping origin is in China. Customers should return items to our warehouse in China.
    2. For items not considered quality issues, customers are responsible for the return shipping costs, customs clearance fees, and any return shipping taxes. Kagrok is not liable for items lost during the return process.
    3. Original shipping and handling fees are non-refundable.
    4. Refunds will be processed once returned items are received and inspected.
  2. Items Not Eligible for Returns:
    1. Engraved and customized products.
    2. Individual items from sets (the entire set must be returned).
    3. Items without jewelry tags.
    4. Final sale items (unless required by law).
  3. Items Not Considered Quality Issues:
    1. Minor variations in the appearance of Baroque pearls and natural freshwater pearls.
    2. Natural variations in the patterns and color differences of gemstones.
    3. Slight bending of 925 sterling silver ear posts.
These characteristics are normal and do not qualify for returns or exchanges under our after-sales policy. If returning an item due to personal preference or dislike, you will be responsible for the return shipping costs.

EXCHANGES:

  • The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
  • Each order is eligible for one exchange for the same style and color. Shipping costs for replacement items are the responsibility of the customer.

CANCELLATIONS:

If you cancel your order before it ships, a 6% processing fee will be deducted from the total amount paid for any cancellations. This fee is to cover the credit card processing fees charged by our payment processor, which are non-refundable. Please ensure that you are ordering the correct product. If you accidentally order the wrong item and your order has not shipped, please contact us via email to make changes to your order. Do not place another order with the correct items. Once the order is shipped and in transit to your destination, we do not accept cancellations. In case of cancellation before shipping, a refund will be issued.
For personalized, engraved, or special order items, cancellations made after 10 hours will incur a corresponding material and processing fee. Please refer to the details below:
  • No cancellation fee if canceled less than 10 hours after placing the order.
  • $2 cancellation fee if canceled between 10 to 24 hours after placing the order.

CUSTOMER RESPONSIBILITIES:

Please ensure all order details are correct before placing your order. We do not offer cancellations or exchanges for incorrect orders, including wrong product items, quantities, shipping addresses, or names. If you notice an error with your order or shipping information before it has been shipped, please contact our customer service team immediately at our after-sales email. We can assist in making changes if the order has not yet been dispatched.
Once the order has been shipped, we cannot make any changes, and we are not responsible for packages delivered to an incorrect address.
The customer assumes full responsibility for packages marked as delivered (tracking information indicates the package has been delivered to the specified order address). We are not liable for any loss if the package is not retrieved promptly after delivery by the carrier or if it is stolen from your doorstep.
Please DO NOT refuse delivery, as any undelivered packages will be returned or destroyed by the third-party logistics. If an order is rejected and the package is lost or destroyed by the third-party logistics, we will not assume any responsibility.
We are not responsible for items lost or undelivered in transit if returned by the customer. Before returning, please carefully review the return shipping instructions we provide to ensure a smooth return process.

REFUND

Once we receive and inspect your returned item, we will notify you whether your refund is approved. If approved, your refund will be automatically processed to your original payment method within 3-5 business days. Please be aware that your bank or credit card provider may take additional time to process and post the refund.
Please Note:
The shipping rate before any discounts will be applied and is non-refundable. While you may have enjoyed free or discounted shipping, we incur the original cost of shipping for every order. Therefore, we do not refund the original shipping cost.
All returned orders will have a shipping fee and a 6% processing fee deducted from the customer's refund, and customers who choose free shipping on their order will have a $12 shipping fee deducted from their refund.
If you have any further questions or require assistance with the return/exchange process, please contact our customer service team at office@kagrok.com. We are here to help and ensure your satisfaction with our products and services.

Thank you for choosing Kagrok. We appreciate your understanding and cooperation regarding our return policy.