Refund & Returns Policy

Last updated: June 23, 2026

At SANSUN, we want you to love what you receive. If something isn’t right, we’re here to help. This policy explains how returns, exchanges, and refunds work, and sets out your statutory rights if you are a consumer in the European Union, the United Kingdom, or other regions.

Nothing in this policy limits or excludes any rights you have under mandatory consumer-protection laws that cannot be waived.

If you have any questions, contact us at sansuncrystal@outlook.com before starting a return.

1. Our 30-Day Return Window

You may request a return within 30 days of receiving your order. To be eligible, your item must be:

Unworn, unused, and in the same condition in which you received it;
In its original packaging, with any tags or protective materials attached;
Accompanied by your order number or proof of purchase;
Returned at your own expense — under the right of cancellation, you are responsible for the direct cost of returning the goods.

To start a return, email us at sansuncrystal@outlook.com with your order number and the reason for your return. Please wait for our confirmation and return instructions before sending anything back — returns sent without prior authorization cannot be processed. Return requests are subject to review and approval based on the conditions above.

In addition, after notifying us, you must return the goods to us without undue delay and within 14 days of the day you tell us you wish to cancel.

2. Items That Cannot Be Returned

For hygiene, safety, and practical reasons, the following are generally not eligible for return or refund, except where you have a statutory right or the item is faulty:

Earrings and other pierced-body jewelry, once the seal or hygiene packaging has been opened;
Items that have been worn, used, damaged after delivery, or altered;
Customized or personalized pieces;
Gift cards;
Final-sale or clearance items, where clearly marked as such at the time of purchase; and
Membership top-up fees, which are non-refundable once paid.

If you’re unsure whether your item qualifies, please ask us before submitting a request.

3. Natural Materials Disclaimer

SANSUN jewelry is crafted from genuine crystals and gemstones. Variations in color, tone, pattern, translucency, and internal structure — including inclusions, veining, and minor surface marks — are inherent characteristics of authentic stones and are not considered defects. Likewise, the gradual wear of plated finishes over time is expected and is not a manufacturing fault. Returns and refunds requested solely on the basis of such variation or normal wear cannot be accepted.

4. Damaged, Faulty, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is defective, damaged in transit, or not what you ordered, contact us at sansuncrystal@outlook.com within 7 days of delivery with your order number and clear photos of the issue and packaging. We will review your claim and, where appropriate, arrange a free replacement or a full refund, including any return shipping costs for the faulty item. This does not affect your statutory rights.

5. Exchanges

We do not offer direct exchanges. If you would like a different item or size, please return your original item (subject to approval under this policy) and place a new order separately. This ensures you get your preferred item as quickly as possible.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method, typically within 10 business days. Please note that your bank or card provider may take additional time to post the refund to your account. If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at sansuncrystal@outlook.com.

7. Shipping & Delivery Disclaimer

Delivery times are estimates and are not guaranteed. Once an order has shipped, delays caused by customs clearance, carrier handling, weather, or other factors outside our control do not qualify for cancellation or refund, except where required by law. Orders returned to us because of an incorrect or incomplete address provided at checkout are not eligible for free reshipment. If tracking shows an order as delivered but you cannot locate it, we will help you investigate with the carrier; however, refunds or replacements in these cases are subject to carrier confirmation and are not guaranteed. Please see our [Shipping Policy] for full details.