Returns and refunds

1. Seven-day exchange arrangement

We offer one exchange within seven days for non-custom products, including loose stones, natural and lab-grown diamonds, other gemstones and jewellery. Customers must contact us within seven days from actual receipt, signed delivery or showroom collection and return the item according to the arrangements confirmed by us.

Engraving, resizing or a repair by the Company does not by itself affect eligibility for an existing style. Any product-specific exchange conditions are explained and confirmed before payment and order confirmation. Custom jewellery follows the custom-order terms.

2. Return condition and exchange balance

An exchange requires return of the original product with its receipt, original packaging, accessories and certificates, complete and in its original condition. We check the order and inspect the item before arranging the exchange.

If an item submitted for a non-quality exchange is damaged, we assess whether it can be restored. An exchange of a repairable item proceeds after the customer agrees to and pays the applicable restoration charge. An irreparable item is not eligible for our general exchange service.

The customer pays any increase for a higher-priced replacement. A lower-priced replacement leaves the difference as shopping credit, not cash. Quality-related refunds and applicable local returns follow the relevant provisions below.

3. Handling quality concerns

Customers identifying a quality concern within seven days of receipt should contact us with the order details, product information and a description. We check the sales description, specifications, certificate, video and physical condition. A confirmed quality issue is resolved by refund, exchange or repair according to the customer’s choice.

Quality issues include undisclosed milkiness, cloudiness or visible defects and a product that does not match its confirmed description.

Product concerns raised later are handled by the Company according to inspection findings, the relevant aftercare terms and applicable law. Customers may contact us directly to arrange verification and follow-up.

4. Returns for Taiwan distance sales

For distance sales covered by Taiwan’s Consumer Protection Act, we accept withdrawal and return for a refund within seven days after receipt without a reason being required. Customers may return the goods or notify us in writing, including by email, within the applicable period.

Individually personalised goods are handled under the statutory exception where its requirements are met and prior notice has been given. Goods must be kept with care and returned as arranged. Necessary inspection, product condition, return arrangements and charges are handled under applicable requirements.

After written withdrawal, unless otherwise lawfully agreed individually, we collect the goods from the original delivery or agreed location within fifteen days starting the day after notice. Paid consideration is returned within fifteen calendar days starting the day after collection or receipt of the returned goods. Customers may contact us at the service email below.

5. Returns under applicable Macau contracts

For contracts covered by the withdrawal provisions of Macau’s Consumer Rights and Interests Protection Law, we handle withdrawal and refunds within the statutory seven-day period. For sales of goods, the period runs from receipt of the goods or the last item. Statutory product exceptions are applied where relevant.

Customers may notify us within the period by email or another retainable form of communication. Goods are returned, and related costs handled, under the statutory arrangements applicable to the contract. According to the applicable circumstances, we return amounts received within seven days from receiving the withdrawal notice or the returned goods and notify the customer of the refund date and method.

6. Requests and return procedure

1. Provide the details

   Contact us with the order number, order name, receipt date, relevant product, requested handling and supporting photographs or information.

2. Arrange return

   Post the item as arranged with us or hand it in at any Hong Kong, Macau, Taipei or Kuala Lumpur showroom. Pack it securely and include the items and documents required by this policy. Keep the shipping or handover record.

3. Verification and handling

   After receipt, we check the condition and applicable terms and advise the next steps, price difference or agreed restoration charges. Statutory return notices and deadlines follow the relevant regional provisions.

7. Refund timing, items and postage

General refunds are processed by bank transfer within fourteen working days after the refund is confirmed and the required returned goods and bank details are received. Where a statutory deadline applies, that deadline is observed. Eligible Taiwan and Macau returns follow the regional arrangements above.

A refund includes the corresponding product price, paid 1.5% service fee and relevant Taiwan business tax collected by us. Original shipping is generally not refundable; amounts required to be returned by law are included.

We pay return or exchange postage for a confirmed quality issue. Customers pay postage for non-quality exchanges. Original shipping, return charges and refund bank fees for statutory returns follow the requirements applicable to that transaction. Import charges paid directly to authorities or third parties follow our tax arrangements.

For returns or product enquiries, email info@sovasthk.com or contact the original showroom.