Return, Cancellation and Refund Policy

01Incorrect, Damaged, or Misdescribed Items

Please contact us promptly, preferably within five calendar days after delivery, if:

• You received the wrong item.
• The item was damaged when delivered.
• The item is materially different from its product listing or agreed specifications.
• A required component or accessory is missing.

The five-day period allows us to investigate the matter promptly. A delay in contacting us does not remove any rights that cannot legally be limited.

Available resolutions

After reviewing the request, Cha Jewels may provide an appropriate resolution, including:

• Repairing the item.
• Replacing it with the same item, when available.
• Providing a reasonable reduction in price.
• Issuing store credit, if accepted by the customer.
• Cancelling the affected purchase and providing a refund through the original payment method when required by law or otherwise approved.

Many of our preloved pieces are unique. If an identical replacement is unavailable, we will offer another appropriate resolution.

When Cha Jewels confirms that we supplied an incorrect, damaged, or materially misdescribed item, we will cover the reasonable cost of returning it.

02Product Condition and Preloved Jewelry

Preloved jewelry may show minor signs of previous wear. Scratches, marks, repairs, color variations, measurements, or other characteristics clearly disclosed in the product description or photographs are not considered defects.

The following are also not normally considered defects:

• Natural variations in gemstones, pearls, or handmade gemstone bracelets.
• Minor differences caused by lighting, photography, or screen settings.
• Fit issues when the measurements or size were accurately disclosed.
• Normal wear or characteristics appropriate to a preloved item.
• Reasonable differences caused by measuring equipment or methods.

This section does not apply when an item is materially different from its description.

03Evidence of Damage or Incorrect Delivery

We strongly recommend recording a continuous unboxing video showing:

• The unopened parcel and shipping label.
• The opening of the package.
• The packaging and entire item.
• Any visible damage, missing component, or incorrect product.

Please also take clear photographs and keep the original packaging, tags, certificates, and accessories.

An unboxing video helps us investigate claims, especially damage that may have occurred during delivery. However, the absence of a video does not automatically remove any right provided by applicable law. We may consider photographs, delivery records, packaging, inspection results, and other reasonable evidence.

04Change-of-Mind Returns

Online and mail-order purchases in Japan do not generally have an automatic cooling-off period when the seller has clearly disclosed its return conditions.

Accordingly, Cha Jewels does not normally accept returns, exchanges, or cash-refund requests for:

• A change of mind.
• Personal preference.
• Finding another item or seller at a lower price.
• Minor color differences caused by lighting or screen settings.
• Fit issues when the measurements were correctly disclosed.
• Disclosed signs of wear on a preloved item.
• Natural variations in gemstones, pearls, or handmade products.

Any exception is at Cha Jewels’ discretion and may be issued as store credit subject to the conditions below.

05Paid-in-Full Order Cancellations

Cancellations and store credit

If you cancel on the day of your order (Japan time), the full amount you paid is added to your account as store credit, valid for one year.

If you cancel on a later day, a 30% cancellation charge applies and the remaining 70% is added as store credit.

Store credit cannot be exchanged for cash. For card payments, a refund is made to the card only and is never combined with store credit.

When a same-day cancellation can be declined

Same-day cancellation is not guaranteed if:

• The order has already been shipped.
• Resizing, engraving, polishing, certification, repair, or another requested service has started.
• Cha Jewels has already committed funds to a supplier.
• The item was obtained through supplier live-selling, auction, special procurement, or another sale identified as final before purchase.

Any cancellation charge will be limited to the reasonable amount permitted by applicable law. If the legally permitted amount is lower than 30%, the lower amount will apply. We will explain the basis of the charge upon request.

06Layaway Orders

A layaway order reserves a specific item for the customer and prevents it from being offered to other buyers.

Down payment

The down payment serves as a commitment deposit. If the customer voluntarily cancels the order, Cha Jewels may retain the down payment as a cancellation charge, subject to the reasonable limits permitted by applicable law.

The retained amount will not be converted into store credit unless Cha Jewels agrees otherwise.

Changing the reserved item

A request to change the reserved product after the down payment has been made will be treated as cancellation of the original order and creation of a new order.

Any cancellation charge or store-credit balance will be calculated under this policy and the applicable Layaway Terms.

Missed or incomplete payments

If required payments are not completed, Cha Jewels may cancel the layaway after providing notice and any applicable opportunity to correct the missed payment.

Cha Jewels may deduct a lawful cancellation charge and reasonable costs from the amount already paid. These costs may include services performed at the customer’s request, such as resizing, polishing, certification, repair, or other customization.

Any remaining balance after lawful deductions will normally be issued as store credit unless a refund through the original payment method is required by law.

Automatically forfeiting every payment, regardless of the amount of Cha Jewels’ actual or reasonable loss, does not apply.

Cancellation by Cha Jewels

If Cha Jewels cannot supply the reserved item, cancels the transaction for reasons not caused by the customer, or supplies an item that does not conform to the agreement, the down payment and other amounts paid will not be forfeited.

An appropriate replacement, repair, price reduction, original-payment refund, or other legally required resolution will be provided.

07Items Not Eligible for Change-of-Mind Return

The following items are not eligible for change-of-mind returns or exchanges:

• Jewelry that has been worn beyond what is reasonably necessary for inspection.
• Items damaged, broken, altered, or improperly handled by the customer.
• Resized, engraved, repaired, polished, certified, personalized, or specially ordered items.
• Pierced earrings after hygiene seals or protective packaging have been opened.
• Gift certificates and store credits.
• Items clearly identified as final sale before purchase.

These exclusions do not apply when an item was incorrect, damaged on arrival, materially misdescribed, or otherwise subject to a non-excludable legal right.

08Return Request Process

Step 1: Prepare the information

Please prepare:

• Your order or invoice number.
• A brief explanation of the problem.
• Clear photographs of the item and packaging.
• An unboxing video, if available.
• Any other evidence relevant to the request.

Step 2: Contact us

Contact Cha Jewels promptly, preferably within five calendar days after delivery:

Step 3: Wait for return authorization

Our team will review the request and provide:

• The approval or decision.
• Return instructions.
• A return label, when Cha Jewels is responsible for the return cost.
• Any additional information needed for inspection.

Please do not return an item without authorization. Unauthorized or cash-on-delivery returns may be refused when legally permitted.

Step 4: Return the item

Unless otherwise instructed, an approved return should be sent within seven calendar days after authorization.

The item should be returned in the condition in which it was received, except for reasonable inspection. Please include the original packaging, tags, certificates, and accessories where available.

Step 5: Inspection and resolution

After receiving the return, we will inspect the item and notify you of the outcome.

Approved replacements, store credits, or refunds are normally processed within seven business days after inspection. Banks and payment providers may require additional processing time.

09Store Credit

Store credit issued under this policy:

• Is valid for one year or 12 months from the date of issue.
• May be used for available Cha Jewels products.
• Is issued to the original customer.
• Is non-transferable unless Cha Jewels approves otherwise in writing.
• Cannot be sold or exchanged for cash, except when required by law.
• Automatically expires after 12 months, where permitted by applicable law.
• Cannot be reissued after expiration unless Cha Jewels agrees or applicable law requires otherwise.

Store credit does not earn interest and has no cash value except where applicable law provides otherwise.

10Shipping and Other Charges

When the return results from an incorrect, damaged, or materially misdescribed item confirmed by Cha Jewels, we will cover reasonable return-delivery costs and any other amounts required by law.

For a discretionary return or cancellation requested by the customer:

• Return shipping is the customer’s responsibility.
• Original delivery charges, customs duties, taxes, and payment fees may not be included in store credit.
• Any deduction must remain within the limits permitted by applicable law.

International customers are responsible for following the return shipping and customs instructions provided by Cha Jewels.

11Applicable Law

This policy is governed by the laws of Japan, without limiting any mandatory consumer rights that may apply.

If any part of this policy conflicts with a mandatory law, the applicable law will take priority and the remaining sections will continue to apply.

12Contact Us

For questions or return requests, contact: