FAQ | Returns & Refund Policy
Q1: Do you accept returns or exchanges?
Because jewelry is considered a personal item, we do not accept returns or exchanges unless the item is defective upon arrival.
Q2: What is NOT considered a defect?
All gemstones and freshwater pearls are natural materials. The following are natural characteristics and are not considered defects:
- Uneven color, natural inclusions, internal lines, cloudiness, mineral marks, or small “ice crack” textures
- Slight size differences due to natural materials or manual measuring
- Minor variations due to handmade assembly
Q3: What should I do if my item arrives defective or has an issue within 7 days?
Please contact us within 7 days of delivery with clear photos (and/or a short video) and your order information.
Due to high international shipping costs, once your request is reviewed and approved, we will issue a refund (refund only; no exchanges). If you would still like the item, please place a new order separately.
Q4: How long does a refund take?
Once approved, refunds are processed within 7–10 business days to your original payment method.
Returns & Refund Policy
Personal Item Notice
Jewelry is considered a personal item. For hygiene reasons, we do not accept returns or exchanges unless the item is defective upon arrival.
What Is Not Considered a Defect
All A.Chuan jewelry is made with natural gemstones and freshwater pearls, and each piece is one of a kind. The following are considered normal characteristics, not defects:
- Color difference: Photos may differ slightly from the actual item due to screen settings. Please refer to the item received.
- Natural features: Gemstones and pearls may show natural inclusions, “ice crack” textures, cloudiness, mineral marks, or uneven tones.
- Size differences: Slight measurement differences may occur due to manual measuring.
- Handmade variation: Minor differences may occur due to handmade drilling/assembly and the natural shape of each pearl/stone.
Defective Item Procedure (Refund Only)
If your item arrives defective, or shows an abnormal issue under normal wear within 7 days of delivery:
- Please contact us within 7 days of delivery.
- Please include clear photos (and/or a short video) and your order information.
After review and approval, we will issue a refund. We do not offer exchanges due to high international shipping costs. If you would still like the item, please place a new order separately.
Refund Timing
Refunds are processed within 7–10 business days to your original payment method after approval.
Contact Us
E-mail: a.chuanstudio@gmail.com
Customer service hours: Mon–Fri, 10:00–17:00 (Taiwan Time, UTC+8; closed on public holidays)