Return Policy
Refund Policy
We take great care in selecting and crafting each piece. We hope you love your purchase — but if something isn't quite right, we're here to help. Please contact us at support@rexishop.com with any questions or concerns.
1. What Can I Return?
Returnable items must be reported within 30 days of delivery:
| Criteria | Details |
|---|---|
| Faulty items | Damaged, broken, or soiled upon arrival (e.g., cracked pearl, broken clasp) |
| Wrong item shipped | Incorrect size, color, or style sent by us |
| Unworn items | Items that don't meet your expectations — must be unwashed, unworn with original packaging and tags intact |
2. Non-Returnable Items
- Beyond 30 days — items reported after the 30-day window from delivery
- Worn, used, or misused items — including signs of wear, scratches, or damage from improper handling
- Sale items — unless faulty
- Earrings — for hygiene reasons, non-returnable once the protective seal is removed
- Custom or personalized items — including sized rings, engraved pieces, or special-order pearls
- Items with removed tags or missing original packaging
3. Natural Pearl Characteristics
As organic gems, each pearl is unique. The following are natural characteristics and not considered defects:
- Slight surface variations, growth lines, or tiny pits
- Subtle differences in luster, overtone, or color between pearls
- Natural color variations
We photograph every item under natural lighting to represent it as accurately as possible. However, due to differences in screen settings, slight variations may occur. These do not qualify as faults.
4. Color / Image Disclaimer
Actual colors may vary slightly due to:
- Different device screen settings
- Lighting conditions
- Natural variations in pearls
5. How to Make a Return
- Submit a request — Email support@rexishop.com with your order number, product name, reason, and photos (for faulty items)
- Receive approval — We'll respond within 48 hours with a Return Authorization and address. Do not ship before receiving approval.
- Ship the item back — Use a trackable shipping method and send us the tracking number
- Refund or exchange — Once inspected, we'll notify you within 48 hours
6. Return Shipping Costs
| Scenario | Shipping Cost |
|---|---|
| Faulty or wrong item (our error) | We cover return shipping — prepaid label provided |
| Change of mind | Customer pays return shipping — original shipping fees non-refundable |
7. Refund Timeline
| Payment Method | Estimated Time |
|---|---|
| PayPal | 24–48 hours after refund is processed |
| Credit Card | 5–10 business days (varies by bank) |
Original shipping charges are non-refundable unless the return is due to our error.
8. Need Help?
If you have questions before ordering — sizing, pearl type, or luster — please reach out. We're happy to provide additional photos or guidance.
📧 support@rexishop.com
⏰ We reply within 24 hours (Monday–Friday)
9. Company Information
rexi
Room 1023, 10th Floor, Jinchengguomao Plaza
Zijing Mountain Road, Guancheng Huizu District
Zhengzhou City, Henan Province, China
Postal Code: 450000
By placing an order with rexi, you acknowledge that you have read and agree to this Refund Policy.