Rückerstattungsrichtlinie
RETURN & REFUND POLICY
At TheFandomSmith, each piece is carefully handcrafted, inspected, and prepared with attention to detail before shipment.
Please read this Return & Refund Policy carefully before placing an order. This policy explains our return, refund, cancellation, damaged item, custom order, and international return shipping rules.
Nothing in this policy is intended to limit, exclude, or override any mandatory consumer rights that may apply in the customer’s country or region.
GENERAL RETURN CONDITIONS
Unless a different mandatory local consumer rule applies, our standard return window is 14 calendar days from the date of delivery.
The return window is counted in calendar days, not business days.
To be eligible for return, the item must be:
Unused and unworn
In its original condition
Free from damage, alteration, perfume, scratches, stains, chemical exposure, or signs of wear
Returned with its original packaging and included accessories
Complete with all included components, chains, gift boxes, cards, certificates, or accessories where applicable
Customers must contact us before returning an item so we can provide the correct return instructions and official return address.
Do not send any return without first receiving the official return address from TheFandomSmith. Returns sent to an incorrect address may be delayed, misrouted, refused, or become difficult to process.
Returns sent without contacting us first may be delayed, misrouted, or difficult to process, especially for international customs reasons.
NON-RETURNABLE ITEMS
The following items cannot be returned or refunded for change of mind, personal preference, or no-reason return unless the item arrives defective, incorrect, or materially different from the approved order:
Custom jewelry
Personalized jewelry
Engraved items
Items made with customer photos, drawings, names, initials, dates, symbols, or special instructions
Items modified specifically for the customer
Items produced according to customer-approved design, size, finish, material, stone, or engraving details
Items damaged, altered, worn, resized, repaired, or modified by the customer or a third party
Items affected by misuse, accidental impact, improper storage, chemical exposure, unauthorized repair, modification, or normal wear
Earrings may only be returned if they are unused, unworn, and in their original condition, with any hygiene packaging intact where applicable.
CUSTOM & PERSONALIZED ORDERS
Custom-made, personalized, engraved, made-to-order based on customer specifications, or customer-specific jewelry is final sale once approved and production has started.
Custom work may include:
Design briefing
Reference review
Sketch or CAD work
Customer approval
Production preparation
Casting, polishing, plating, stone setting, engraving, or finishing
Once a custom or personalized item has been approved and production has started, it cannot be cancelled, returned, or refunded unless the item arrives defective, incorrect, or materially different from the approved design.
ORDER CANCELLATIONS
For standard catalogue items, cancellation may be requested before the order is fulfilled.
For custom or personalized items, cancellation may only be possible before design work, material preparation, or production has started.
If your order has already entered production, been fulfilled, or shipped, cancellation may no longer be possible.
EU RETURN POLICY
For customers in the European Union, eligible non-custom and non-personalized items may be returned within 14 calendar days from the date of delivery.
If an order is delivered in multiple shipments, the 14-day period begins from the delivery date of the last item.
If the return period ends on a weekend or public holiday, the deadline may be extended to the next working day where required by applicable consumer rules.
To start an EU return or withdrawal request, please contact us at:
Please include:
Order number
Full name
Delivery country
Reason for return, if you wish to provide one
Clear photos of the item and packaging
For eligible EU change-of-mind or withdrawal returns, the customer is responsible for the direct cost of return shipping unless the item is defective, incorrect, damaged on arrival, or unless applicable law requires otherwise.
Returned items must be shipped with tracking and must be packed securely.
For international returns, the customer is responsible for ensuring that the parcel is correctly declared as a returned item and that any duties, taxes, brokerage fees, clearance fees, storage charges, or customs charges caused by the return are prepaid or resolved by the sender.
Returns arriving with unpaid customs duties, import taxes, brokerage fees, clearance fees, storage charges, or other government-imposed costs may be refused or such charges may be deducted from the refund where permitted by law.
For eligible EU returns, refunds will be processed in accordance with applicable EU consumer rules. We may withhold the refund until we receive the returned item or receive proof that the item has been sent back.
Where required by applicable law, the refund may include the item price and the standard outbound delivery cost. Express shipping upgrades, special delivery services, customs charges, duties, taxes, brokerage fees, storage charges, and other non-standard costs may not be refundable unless required by applicable law.
USA & INTERNATIONAL RETURN POLICY
For customers in the United States and all other countries outside the European Union and China, eligible non-custom and non-personalized items may be returned within 14 calendar days from the delivery date.
This 14-day return window does not extend over weekends or public holidays unless required by applicable local law.
To start a return, please contact us first at:
Please include:
Order number
Full name
Delivery country
Reason for return
Clear photos of the item and packaging
For customer-choice returns, including change of mind, wrong size selected by the customer, personal preference, or ordering the wrong item, the customer is responsible for return shipping.
All approved international return shipments must be sent with tracking and must be returned with duties, taxes, customs charges, brokerage fees, clearance fees, storage charges, and import costs prepaid or resolved by the sender.
Where available, international returns should be shipped DDP, meaning duties and customs charges are prepaid by the sender.
We are not responsible for unpaid customs charges on returned packages. If a return arrives with unpaid customs, tax, brokerage, clearance, storage, or import fees, we may refuse the package or deduct these charges from the refund where permitted by law.
Original shipping fees, express shipping upgrades, customs charges, duties, taxes, and other shipping-related costs may be non-refundable unless the return is caused by our error or unless a refund is required by applicable law.
CHINA RETURN POLICY
For customers in China, eligible non-custom and non-personalized items may be returned within 7 calendar days from the date of delivery where required by applicable consumer protection rules.
The item must be unused, unworn, complete, and in its original condition.
Custom-made, personalized, engraved, or customer-specific jewelry is not eligible for no-reason return unless the item arrives defective, incorrect, or materially different from the approved order.
To start a China return, please contact us at:
Please include:
Order number
Full name
Delivery country
Reason for return, if you wish to provide one
Clear photos of the item and packaging
For eligible no-reason returns, the customer is responsible for return shipping unless the item is defective, incorrect, damaged on arrival, or unless applicable law requires otherwise.
Returned items must be sent with tracking, securely packed, and correctly declared as returned goods.
Refunds for eligible China returns will be processed after we receive and inspect the returned item, in accordance with applicable consumer rules.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We carefully inspect our jewelry before dispatch. We may keep internal quality-control photos or videos before shipment to help verify product condition if a damage, defect, or incorrect-item claim is opened.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 48 hours of delivery, so we can review and resolve the issue quickly.
This 48-hour request does not limit any mandatory consumer rights that may apply in your country or region.
Please contact us at:
Please include:
Order number
Clear photos of the item
Clear photos of the packaging
A short video if possible
Description of the issue
TheFandomSmith reserves the right to request additional photographs, videos, packaging images, carrier documents, or other evidence where necessary to verify any damage, defect, incorrect-item, or shipping claim before approving a return, replacement, repair, or refund.
Depending on the situation and applicable law, we may offer repair, replacement, return, refund, or another suitable solution.
If the issue is caused by our error, or if the item is confirmed to be defective or incorrect, we will cover reasonable return shipping or provide a prepaid return label where available.
For shipping-related damage, the final solution may depend on the condition of the package, carrier evidence, photos, video, and communication between the customer, carrier, and TheFandomSmith.
CUSTOMER DAMAGE & NORMAL WEAR
Damage caused by misuse, accidental impact, improper storage, water exposure, perfume, lotions, chemicals, unauthorized repair, resizing by third parties, modification, excessive force, improper cleaning, or normal wear is not considered a manufacturing defect.
Natural signs of wear may occur over time, especially on polished, oxidized, gold-plated, or rose gold-plated surfaces. This may include minor scratches, surface fading, plating wear, or oxidation changes depending on use, storage, and care.
Customers are responsible for following proper jewelry care instructions.
PARTIAL OR INCOMPLETE RETURNS
Partial returns may result in a partial refund or may be refused where permitted by law if essential components are missing.
This may include missing chains, stones, accessories, packaging, gift boxes, certificates, cards, or other included items.
If a returned item is incomplete, damaged, altered, or materially different from the item originally sent, we may reduce or deny the refund where permitted by law.
RETURN SHIPPING REQUIREMENTS
All approved returns must be shipped with:
Tracking number
Secure packaging
Original packaging where possible
Full customs documentation where required
Correct declaration as a returned item where applicable
Prepaid customs, duties, taxes, brokerage, storage, or clearance fees where applicable
The customer remains responsible for the returned shipment until it has been successfully delivered and accepted by TheFandomSmith.
We strongly recommend using a tracked and insured shipping service.
TheFandomSmith is not responsible for lost, untracked, underpaid, incorrectly declared, customs-blocked, damaged-in-transit, or unpaid-charge return shipments.
REFUNDS
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method.
Refund processing time may vary depending on your bank, card provider, or payment processor.
We reserve the right to deny or reduce a refund where permitted by law if:
The item is used, worn, scratched, altered, damaged, incomplete, or missing packaging or accessories
The item is returned late
The item is returned without contacting us first
The item is custom, personalized, engraved, or customer-specific and not eligible for return
The return creates unpaid customs, tax, brokerage, import, storage, or clearance charges
The returned item is materially different from the item originally sent
The item shows signs of misuse, improper care, chemical exposure, third-party repair, modification, or normal wear
FRAUD PREVENTION & CLAIM VERIFICATION
To protect both our customers and our business against shipping fraud, false claims, package tampering, incorrect-item claims, or return abuse, all claims may be verified using available evidence.
This may include:
Shipping records
Carrier information
Delivery confirmation
Quality-control records
Product photographs
Product videos
Packaging photographs
Customer communication
Returned item inspection
Other available evidence relevant to the claim
OUR RIGHT TO REVIEW EACH CASE
TheFandomSmith reserves the right to review each return, refund, damage, defect, customs, or shipping issue individually and in accordance with applicable law.
Our review may be based on:
Product photos
Product videos
Packaging condition
Carrier records
Customer communication
Internal quality-control records
Returned item inspection
Applicable consumer protection laws
FORCE MAJEURE & EVENTS BEYOND OUR CONTROL
TheFandomSmith shall not be liable for delays, failed delivery attempts, customs delays, carrier disruptions, postal service interruptions, natural disasters, strikes, governmental actions, import restrictions, war, civil unrest, public emergencies, or other events beyond our reasonable control.
We will do our best to assist customers when such issues occur, but shipping and customs events outside our control may affect delivery, return processing, or refund timing.
CONTACT
For all return, refund, cancellation, damage, defect, or shipping-related questions, please contact us at: