Return & Refund Policy

At Kestrose, we want the return process to be understandable and straightforward.

This policy applies to eligible purchases completed through kestrose.com.

1. Return Period

Eligible items may be submitted for return within 30 days of confirmed delivery. 粘贴的文本 (1)

Before sending any earrings, necklaces, or bracelets back to us, please contact:

service@kestrose.com

Our customer care team will review your request, determine applicable eligibility, and provide return instructions together with the appropriate return address.

Please do not ship a return before receiving instructions. Packages sent without authorization or to an incorrect return location may be delayed or may not be processed.

2. Conditions for an Eligible Return

Unless an item arrived damaged, defective, incorrect, incomplete, or qualifies for another remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or maintained in like-new condition
• Free from damage caused after delivery
• Unmodified
• Complete with originally supplied components
• Accompanied by included accessories
• Returned with applicable backs, clasps, extension components, connectors, or decorative elements
• Accompanied by product inserts or instructions where originally included
• Returned in the original protective packaging where reasonably possible

We may request proof of purchase, such as your order number or order confirmation.

Because earrings, necklaces, and bracelets can include delicate fastening components, fine chains, pearl-look accents, clear stone-look details, and other decorative elements, please package returns carefully.

Returned items may be inspected before a refund is approved.

3. Opened, Worn or Used Jewelry

Opening a package does not automatically prevent an item from being returned.

However, where permitted by applicable law, items returned because of personal preference after being worn or used may require additional inspection.

Products should not show evidence of:

• Excessive use
• Misuse
• Customer-caused scratching, bending, breaking, or other damage
• Unauthorized alteration or repair
• Missing components or accessories
• Damage caused by improper storage, cleaning, handling, or use

For earrings, hygiene-related restrictions may apply where permitted by law. Eligibility may therefore depend on whether the earrings have been worn or used and on any product-specific conditions disclosed before purchase.

Where customer handling beyond what was reasonably necessary to inspect an item causes a material reduction in value, an appropriate deduction may be made where legally permitted.

4. Items That May Not Qualify for Preference Returns

Subject to applicable law, certain items may be excluded from preference-based returns, including:

• Personalized or customized jewelry
• Gift cards
• Items clearly identified as final sale
• Worn or used earrings subject to disclosed hygiene restrictions
• Products damaged through misuse or improper handling
• Products repaired or modified without authorization
• Items missing significant components because of customer handling
• Other products expressly identified as non-returnable before purchase

Any product-specific restrictions will be stated on the relevant product page or communicated before a return is approved.

These restrictions do not override statutory consumer protections that cannot legally be excluded.

5. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your Kestrose order within a reasonable period after it arrives.

We particularly recommend checking delicate earrings, necklaces, and bracelets, including their chains, earring backs, closures, clasps, connectors, fastening components, pearl-look accents, and clear stone-look details.

Contact us promptly if your item arrives:

• Broken or bent
• Scratched
• Damaged
• Defective
• Different from the item ordered
• Missing accessories
• Missing components
• Otherwise incomplete

To help us evaluate the issue, please send:

• Your order number
• Product name
• Clear photographs of the jewelry
• Images of the internal protective packaging
• Images of the external shipping package
• Photograph of the shipping label, where available
• A short video when useful for demonstrating the problem

Video can be particularly useful for problems involving an earring closure, necklace or bracelet clasp, disconnected chain, loose connector, or detached decorative component.

Once the information has been reviewed, we will provide appropriate next steps according to the circumstances, applicable Kestrose policies, and applicable consumer law.

6. Initial Product Checks

For certain product concerns, our customer care team may suggest simple checks before arranging a return.

Depending on the jewelry involved, this could include checking:

• Whether a clasp or closure is properly aligned
• Whether a necklace chain has become tangled
• Whether detachable components are correctly connected
• Whether earring backs or closures are positioned correctly
• Whether bracelet or necklace connectors are secure
• Applicable care or product information

Photographs or additional information may also be requested to help determine the nature of the issue.

You are not required to continue using jewelry that appears broken, damaged, or otherwise unsuitable for continued use.

7. Cost of Return Shipping

For preference-based returns, customers are generally responsible for return shipping costs where permitted by applicable law.

Examples include returns because of:

• Change of mind
• Customer selection of an incorrect size, colour, style, or item
• No longer wanting the product
• Personal styling preferences
• Other reasons unrelated to an error by Kestrose

If we confirm that an item was damaged during delivery, defective, incorrectly supplied, incomplete, or otherwise qualifies for seller-paid return costs under applicable law, we will provide the appropriate resolution or return instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from us.

8. Original Delivery Charges

For preference-based returns, the original shipping charge is generally not refundable unless:

• Kestrose expressly states otherwise
• The return results from an error on our part
• The item was defective, damaged, or incorrectly supplied
• Applicable law requires reimbursement

9. Where to Send a Return

The appropriate return destination can vary according to the product, fulfillment location, customer's destination, warehouse arrangements, and reason for return.

For this reason, do not send returned jewelry to our registered corporate address unless our customer support team specifically instructs you to do so.

The applicable return address will be provided after your request has been reviewed and approved.

10. Preparing Jewelry for Return

Please package returned earrings, necklaces, and bracelets securely to reduce the possibility of tangling, bending, impact, or other damage while in transit.

Where reasonably possible, include everything originally supplied with the item, such as:

• Main jewelry item
• Earring backs or closures
• Necklace or bracelet clasps and fastening components
• Extension chains
• Detachable decorative components
• Connectors
• Included accessories
• Product inserts or instructions
• Protective materials
• Original product packaging

Customers are responsible for adequately packaging preference-based returns for transportation.

11. Missing Parts or Accessories

Where applicable law permits, a refund may be adjusted when a returned item is missing components that were originally supplied.

These could include:

• Earring backs
• Necklace extension chains
• Bracelet or necklace clasps
• Connectors
• Detachable decorative elements
• Included accessories
• Product inserts
• Protective packaging
• Other originally supplied components

Any adjustment will depend on the individual circumstances and applicable law.

12. Inspection of Returned Items

After a return reaches the applicable facility, it may be inspected to verify:

• Product identity
• Eligibility for return
• Overall condition
• Stated reason for return
• Included accessories and components
• Condition of chains, clasps, closures, connectors, and decorative elements

Authorization to send an item back does not necessarily mean that a refund has already received final approval.

Refund eligibility may be determined after the returned item has been received and inspected.

13. Refund Processing

When a return is approved following inspection, the applicable refund will generally be issued to the original payment method.

After Kestrose processes a refund, additional time may be required for the funds to appear in your account.

These processing periods are determined by your bank, card issuer, or payment provider and are outside our direct control.

14. Possible Refund Adjustments

Where permitted by applicable law, a reasonable deduction may be applied if an item has experienced material loss in value because of:

• Missing accessories or components
• Excessive use
• Customer-caused scratches, bending, staining, or breakage
• Unauthorized alterations
• Unauthorized repairs
• Improper cleaning
• Improper handling
• Damage occurring after delivery

Any adjustment will be evaluated according to the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current inventory.

Because Kestrose earrings, necklaces, and bracelets may be offered in different sizes, colours, finishes, shapes, styles, or other variations, the replacement you prefer may not always be available.

Where a direct exchange cannot be arranged, the available process may be to:

1. Request a return for the eligible original item.
2. Complete the approved return procedure.
3. Place a separate order for your preferred product.

Please contact customer support before returning an item for exchange.

16. Cancelling an Order

To request cancellation, contact us as soon as possible after placing your order:

service@kestrose.com

We will make reasonable efforts to assist before fulfillment begins.

Cancellation cannot be guaranteed after an order has entered:

• Processing
• Picking or packing
• Protective packaging
• Fulfillment
• Shipping preparation
• Dispatch

If your package has already been shipped, the applicable return process may need to be followed after delivery.

17. Refunds Following Successful Cancellation

If an order is successfully cancelled after payment has already been processed, an appropriate refund will be returned to the original payment method or another method permitted by the applicable payment provider.

Your financial institution may require additional processing time before the refund becomes visible.

18. Refused or Unclaimed Packages

Refusing delivery does not automatically make an order eligible for a full refund.

If your package is refused, remains unclaimed, or is returned to the sender, please contact us so we can review factors such as:

• Shipment status
• Carrier charges
• Product condition
• Condition of delicate jewelry components
• Return eligibility
• Other relevant circumstances

Where legally permitted, reasonable shipping or return costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.

19. Returns From International Destinations

International returns can involve additional shipping expenses, customs procedures, carrier requirements, documentation, and transit time.

Earrings, necklaces, and bracelets containing delicate components may also need additional protective packaging for international transportation.

Please contact us before shipping an international return.

Except where responsibility cannot lawfully be excluded, Kestrose is not responsible for unnecessary customs charges or shipping expenses resulting from a return being sent without following the provided instructions.

20. Your Consumer Rights

This policy works alongside—and does not replace—consumer protections available under applicable law.

Depending on your country, state, province, or region, statutory rights may apply to matters including:

• Defective products
• Product conformity
• Damaged goods
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation or withdrawal rights

Nothing in this Return & Refund Policy is intended to waive or restrict legal rights that cannot be excluded.

If mandatory consumer-protection legislation provides greater rights than this policy, those statutory rights will continue to apply.

21. Return & Refund Support

For questions about returns, refunds, exchanges, damaged or defective jewelry, or order cancellation, contact:

Brand: Kestrose
Website: kestrose.com

Legal Entity:
Hangzhou Pinhengnuo Technology Co., Ltd.

Registered Address:
Room 416, 4th Floor, Building 6, No. 80 Longchuanwu Road, Donghu Street, Linping District, Hangzhou City, Zhejiang Province

Unified Social Credit Code:
91440111MAEF1YC194

Customer Support Email:
service@kestrose.com

For order-related requests, please include your order number and the email address used during checkout.

For damaged earrings, necklaces, bracelets, or their components, please also provide clear photographs of the product and relevant packaging.

For your security, never send complete payment-card numbers, CVV/security codes, or account passwords by email.

kestrose.com is operated by Hangzhou Pinhengnuo Technology Co., Ltd.