Cancellations & Returns
Return and Exchange Policy
We only offer returns and exchanges under the following circumstances:
- Item received is different from the ordered item (wrong order)
- The ordered item is defective
Please check the jewelry packages carefully when you received your order. If the package was damaged, take pictures of all the visible damages and notify us within 7 days for the exchange or refund process via (email firstname.lastname@example.org).
Customer support will then contact you for the return and exchange instructions. Please send the return items within 7 days of receiving our reply.
Naturali Hong Kong Ltd.
29/F, Tower 5, The Gateway,
15 Canton Road, Tsim Sha Tsui,
Kolwoon, Hong Kong
*Please note that we will NOT accept any returns and exchanges without approved return requests by email.
*For returns, all jewelry must be unworn and in the original condition that it was received.
We do not accept returns or exchanges in the following cases:
- The package is being opened, or the jewelry item has signs of wear
- Customers who ordered the wrong items
- The product is returned more than 7 days after receipt
- The damage of the jewelry is caused by the customers’ usage
- The damage merely on the package (but not on the jewelry items)
- The package or the instructions has been ripped or lost
*Please file a claim at your local post office for compensation if the parcel is damaged during delivery. Any other circumstances will not be entitled to a compensation claim.
*Please note that packages might have minor scratches or might be dented during delivery, these conditions are not considered damaged and they cannot be exchanged or returned.
*Although our gemstones are carefully selected and inspected one by one, they are all-natural and might slightly differ in colors and shapes. Besides, there might be inclusions or slight scratches on the surface of our gemstones (a characteristic of natural gemstones). We will not accept returns or exchanges for any of these reasons, so please consider carefully before purchasing.
Please kindly understand that you may only be able to cancel an item or the entire order online when your parcel has not been shipped.
As your account page may not be able to reflect the latest order status, please contact us for more information if you would like to cancel your order.