Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To report an issue, request a replacement, or start a return, please contact us within 7 days of receiving your item at silencejewelry.hk@gmail.com or WhatsApp +852 54659519.

International Orders & Return Process: Due to the high cost and complexity of international logistics, physical returns are generally not required. Instead, we require clear photo or video proof for evaluation if an item is defective, damaged, or incorrect. If your request is approved, we will process your refund directly without the need to ship the item back to Hong Kong. Items sent back to us without first contacting us will not be accepted.

Damages and Issues: Please inspect your order upon reception and contact us immediately at silencejewelry.hk@gmail.com or WhatsApp +852 54659519 if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items: Certain types of items cannot be returned, including custom products (such as special orders or personalized items. Because our items are handcrafted and may incorporate natural materials (such as beads, stones, or resin), slight variations in texture, color, or minor handmade characteristics are normal and do not constitute a defect. Unfortunately, we cannot accept returns on sale items, final sale pieces, or gift cards.

Exchanges: The fastest way to ensure you get what you want is to resolve the current issue with our support team via email at silencejewelry.hk@gmail.com or WhatsApp +852 54659519, and make a separate purchase for any new item.

European Union 14-Day Cooling Off Period: Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or order within 14 days, for any reason and without a justification. To initiate this process, please contact us at silencejewelry.hk@gmail.com or WhatsApp +852 54659519.

Refunds: We will notify you once we’ve evaluated your request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your refund, please contact us at silencejewelry.hk@gmail.com or WhatsApp +852 54659519.