Refund and Returns Policy

Last Updated: August 24, 2026

At Hoan Anh Jewelry, we want you to feel informed and confident about every purchase. This Refund and Returns Policy explains when a product may be returned, how to request a return, how refunds are processed, and how we handle exchanges, cancellations, damaged items, and custom work.

This policy applies to eligible merchandise purchased through https://hoananhjewelry.com or at our jewelry store in Westminster, California. A product page, invoice, order confirmation, or written service agreement may contain additional product-specific terms. Any material product-specific exclusion or limitation will be disclosed before purchase or before custom production begins.

Quick Reference

Topic	Policy Summary
Online return window	Submit a return request within 14 calendar days after the order is delivered.
In-store return window	Submit a return request within 14 calendar days after the purchase date.
Change-of-mind returns	Eligible unworn and unused merchandise may be returned within the applicable return window.
Custom and personalized items	Final sale after production or personalization begins, except for confirmed defects or our errors.
Customer-initiated return shipping	The customer is responsible for return shipping costs for an approved change-of-mind return.
Return shipping caused by our error	We provide a prepaid return label or discuss reasonable return-shipping reimbursement when a qualifying error is confirmed.
Inspection	Usually 1–5 business days after the returned item is received.
Refund posting time	Usually 3–7 business days after approval, depending on the payment provider or financial institution.
Order cancellation	Contact us within 24 hours, before production or shipping begins.
Damage in transit	Contact us promptly, preferably within 48 hours after delivery, with photographs of the item and packaging.

1. Eligible Returns

You may request a return during the applicable return window for an eligible item. Eligible reasons may include:

Change of mind: You no longer want the item, provided that it is unworn, unused, complete, and meets the conditions in Section 2.
Defective or damaged merchandise: The item arrives with a manufacturing defect, visible damage, or a condition that was not accurately disclosed before purchase.
Incorrect item: You received an item that is different from the item ordered.
Materially inaccurate description: The item does not match a material product specification stated on the applicable product page, invoice, or order confirmation.

Please contact us before sending an item back. A return is not approved until Hoan Anh Jewelry has reviewed the request and provided return instructions.

2. Return Conditions

Unless an item is defective, damaged, incorrect, or materially misdescribed, the following conditions must be met for an approved return:

The item is unworn, unused, and in the same condition in which it was received.
The original packaging, jewelry box, pouch, presentation materials, and other supplied packaging are included.
You provide proof of purchase, such as an order number, receipt, packing slip, or digital order confirmation.
All original components and documents supplied with the item are included, such as certificates, appraisals, or gemstone reports when applicable.
The item has not been resized, engraved, repaired, altered, plated, cleaned with harsh chemicals, or otherwise modified after purchase.

We may request photographs or additional information before approving a return. We may decline a return when the item does not meet the applicable conditions, subject to rights and remedies that cannot be limited under applicable law.

3. Items Not Eligible for a Change-of-Mind Return

The following items are generally final sale unless they arrive defective, damaged, incorrect, or materially different from the description:

Custom-designed, made-to-order, or specially commissioned jewelry after production begins.
Personalized or engraved items after personalization begins.
Items that have been resized, altered, repaired, modified, plated, or treated after purchase.
Items clearly marked “Final Sale” before purchase.
Earrings or other items where a return would create a hygiene or safety concern.
Items that are worn, used, damaged after delivery, incomplete, or missing original components or documentation.

Any product-specific exclusion will be shown on the applicable product page, invoice, order confirmation, or written service agreement before purchase whenever it applies.

4. How to Request a Return

Contact us within the applicable return window. Email or call us using the information in Section 12. Tell us whether the request concerns a change of mind, damage, defect, incorrect item, or inaccurate product information.
Provide order details. Include your name, order number or receipt details, the item being returned, and the reason for the request.
Provide photographs when relevant. For damage, defects, or an incorrect item, include clear photographs of the item, packaging, shipping label, and visible issue.
Wait for written instructions. We will review the request and normally respond within 1 business day during support hours. Do not send an item to us without written return instructions.
Package the item securely. Use the original packaging where possible and select a trackable shipping service. Keep the tracking information until the return is completed.

5. Return Shipping and Costs

Defective, damaged, incorrect, or materially misdescribed items: If our error or a qualifying defect is confirmed, we will provide a prepaid return label or discuss reasonable return-shipping reimbursement as instructed by our team.
Change-of-mind or customer-initiated returns: You are responsible for the return shipping cost for an approved return. We recommend using a trackable and insured service.
Lost or damaged return shipments: If the customer arranges the return shipment, the customer should retain proof of shipment and contact the carrier regarding a package lost or damaged before it reaches us.

Unless a product page, invoice, order confirmation, or applicable law states otherwise, original shipping charges are not refundable for a customer-initiated change-of-mind return. We will explain any product-specific exception before approving the return.

Return address:

Hoan Anh Jewelry
Asian Garden Mall
9200 Bolsa Ave, Suite 214, Booth 14
Westminster, CA 92683
United States

6. Inspection and Refunds

After receiving a returned item, we will inspect it to confirm that it meets the applicable return conditions. Inspection normally takes 1–5 business days after delivery to our return address.

If the return is approved, we will issue the refund to the original payment method used at checkout whenever that method supports a refund. Please allow an additional 3–7 business days for the refund to appear in your account after processing. The final posting time depends on your bank, card issuer, payment provider, or other financial institution.

For an approved return originally paid for in cash at our physical store, we will explain the available refund method at the time of approval and process it according to our in-store procedures and applicable law.

If a return is not approved, we will notify you of the reason. Where permitted, the item may be returned to you at your expense. If we need additional information, we may contact you using the information provided with the return request.

7. Custom, Personalized, Engraved, and Made-to-Order Items

Custom-designed, personalized, engraved, and made-to-order items are created specifically for you. These items become final sale and are not eligible for a change-of-mind return, exchange, or refund once production or personalization begins.

Before production begins, we may confirm design details, CAD concepts, gemstone selection, metal type, ring size, engraving text, placement, and other construction or personalization details. Please review those details carefully before giving approval.

Once you approve the specifications and production begins, the order cannot be canceled or returned because of a change of mind. If a confirmed manufacturing defect or error by Hoan Anh Jewelry affects a custom item, we will work with you on an appropriate remedy, which may include repair, remake, correction, or refund when repair or remake is not reasonably possible.

8. Exchanges and Replacements

We do not offer traditional item-for-item exchanges as a general practice because many jewelry pieces are one-of-a-kind, limited in quantity, or subject to changing availability.

If an eligible item does not meet your needs, you may request a return under this policy. Once the return is approved and the refund is processed, you may place a new order for another item.

If we sent the wrong item or a confirmed defect is present, we may provide a replacement when the same item is available. If the exact item is unavailable, we will discuss an appropriate resolution, which may include a repair, remake, replacement, or refund.

9. Order Cancellations

You may request cancellation within 24 hours after placing an order, provided that production and shipping have not begun. Contact us as soon as possible by email or phone.

Custom, personalized, engraved, and made-to-order orders cannot be canceled after production begins. If a qualifying cancellation is approved before production starts, we will issue a refund to the original payment method whenever available. Any deposit or completed work after production begins may be nonrefundable to the extent permitted by applicable law.

An order that has already shipped cannot be canceled. After delivery, you may request a return if the item is eligible under this policy.

10. Damaged, Defective, or Incorrect Items

If your package or item arrives damaged, defective, or different from what you ordered, please take the following steps:

Take clear photographs of the item, shipping box, internal packaging, and shipping label.
Contact us promptly, preferably within 48 hours after delivery, with your Order ID, tracking information, and photographs.
Keep the item and all original packaging until we provide further instructions.
Do not repair, resize, engrave, clean with harsh chemicals, alter, or discard the item before we review the claim.

If the damage, defect, or error is confirmed, we will provide return instructions and discuss an appropriate remedy, which may include a prepaid return label, repair, replacement, remake, or refund. Reporting promptly helps us investigate the issue and, where applicable, work with the carrier.

11. Vintage, Pre-Owned, and Naturally Charactered Items

Vintage, pre-owned, estate, and gemstone items may have natural characteristics, patina, minor surface marks, inclusions, or other signs of age and prior ownership. Material condition characteristics that we know about will be described on the applicable product page or disclosed before purchase.

A disclosed characteristic is not considered a defect solely because it is present. If an item materially differs from its description, photographs, or stated specifications, contact us within the applicable return window so that we can review the matter.

12. Contact Information

For questions about this policy, a return request, a damaged order, or an order cancellation, contact Hoan Anh Jewelry:

Email: support@hoananhjewelry.com
Phone: +1 (714) 799-6969
Store address: Hoan Anh Jewelry, Asian Garden Mall, 9200 Bolsa Ave, Suite 214, Booth 14, Westminster, CA 92683, USA
Support hours: Tuesday–Sunday, 11:30 AM–6:00 PM Pacific Time
Contact page: https://hoananhjewelry.com/contact-us/

13. Policy Availability and Consistency

This policy should be easy to find on our website and consistent with the return information shown on product pages, checkout, order confirmations, customer communications, and applicable Merchant Center settings. If a product-specific return condition applies, it will be clearly disclosed before purchase or before production begins.

We will not treat a customer as having agreed to a material return or refund condition that was hidden, inaccessible, or disclosed only after the purchase was completed.

14. Policy Changes

We may update this policy when our products, services, return procedures, payment systems, or legal obligations change. We will post the revised version on this page and update the “Last Updated” date. The version in effect at the time of purchase will generally apply to that purchase, except where a change is required by applicable law or is necessary to correct an error.