Return and Exchange Policy

This Return Policy is applicable for any purchases at our Store or online purchase on eShop or Website(s). If you are not satisfied with the purchased Product(s), you can enjoy our 14 days Return Policy for Product(s) in its “Original Purchase Condition”. We gladly accept returns for any purchases at our Store or online purchase on eShop or website(s) within fourteen (14) days of its delivery or self-collection by you. 

Return or exchange of Excluded Items may be accepted at the discretion of Turbo Jewellery, for example if the Product(s) you received is damaged. Please contact Customer Service immediately should this happen.

Returns Procedures

Please send the completed Product(s), with packaging and free gift (if applicable) to us as soon as possible. You may choose to send it to our office at your own cost (including any shipping fee, taxes and duties) and bear the risk from the return. You may also return the Product(s) to our Store. If you plan on returning the Product(s) to our Store, please present your original receipt as well. Should you have any enquiry, please contact Customer Service to make the arrangements.

In order to safeguard your return, we recommended that you follow the steps below to return the Product(s) after receiving the confirmation. Please follow these simple steps:

Step 1 – Take a photo of the Product(s) to be returned for record.

Step 2 – Contact our Store, eShop or Website(s) Customer Service before returning the Product(s).

Step 3 – Pack the Product(s) with its original packing box enclosed with original receipt, certificates, free gifts (if any) in its “Original Purchase Condition”. Additionally, remember to record a video while packaging.

Step 4 – Return the Product(s) to the following address within fourteen (14) days. Alternatively, you can go to local Post Office to arrange for sending your order back to our Store*. Please take note that on the shipping parcel do not write our store’s name - Turbo Jewellery and write down parcel details as Customer Service suggestions. If you mentioned the parcel as jewellery or related items, you may lose your Product(s). Below is the sample of information to be written on the shipping parcel:

Step 5 – Please provide the return parcel’s tracking number. Kindly inform Customer Service before returning the Product(s) otherwise the request will not be processed. 

*The Customer should bear the shipping fee (if any) on the returning Product(s) and be responsible for the safe delivery of the Product(s).

After Parcel Arrives

Once we have received your return, you will receive a call or whatsapp or email notification. Your return will then be examined by our Quality Assurance team. Once the inspection is completed, our customer service representative will assist you to place a replacement order for an exchange or process for refund.

Exchange Policy

We valued your shopping experience more than anything else. Therefore, if you are not completely satisfied with our Product(s), we gladly provide you with an Exchange Policy. This Exchange Policy is applicable for any purchases at our Store or online purchase on eShop or Website(s). We offer exchange service if the Product(s) in following conditions: (*Except Non-refundable & Non-exchangeable product)

1. Product(s) must in its “Original Purchase Condition” without any damaged.

2. To exchange a Product(s), the Product(s) must be available for purchase at our Store, eShop or Website(s), and its price must be higher than or equal to the original order amount.

3. You will have to pay the difference in price if you select a Product(s) of a higher price. We will not refund the balance if you select a Product(s) of a lower price.

4. If you have purchased any discounted Product(s) offered by a joint promotion or other promotional activities, but the discount offer has ended at the time of exchange, the discount shall not be taken into consideration. Discounts offered by companies other than Turbo Jewellery shall be dealt with in accordance with the terms and conditions of the relevant companies.

Refund Policy

Upon receiving and checking the returned Product(s) in its “Original Purchase Condition”, the amount of the Product(s) will be refunded to your credit card, debit card, bank, or account used for the purchase within four to six (4-6) weeks.

Please pay attention to the following Refund Policy:

1. For refund orders that do not meet the conditions for accepting refunds, we will charge a minimum of twenty percent (20%) of the order amount as a handling fee.

2. If the order comes with free premiums or gifts, they must also be returned. If they were not completely returned, an extra ten percent (10%) of the order amount or the value of the premium or gift may be charged.

3. The actual time of the refund is subject to the actual situation of the vendor or bank of the relevant payment method.

4. Return requests made beyond the fourteen (14) days policy will be accepted at the discretion of Turbo Jewellery.

We accept refund under the following conditions:

 1. If the type or size of the Product(s) was sent by mistake.
 If you are dissatisfied with our Product(s), we will allow you to exchange any size or type of the product(s). However, if we do explicitly mention the size measurement (on eShop or Website(s) or our Store) and Product(s) photo in (on eShop or Website(s)), we have the right to refuse your return and refund.

 2. If the delivered Product(s) is damaged or in defective condition.
 We will hold the proof of the parcel photo before shipment. If we find out the delivered Product(s) is intact and damaged due to courier service or customers themself, we have the right to refuse your refund request.

 3. If you made any duplicate order on eShop or Website(s).

We will confirm whether the duplicate Product(s) you ordered is a real purchase or accidental purchase. We will refund to you once it is found that the duplicate order is an accidental purchase.

We do not accept refund under the following conditions:

 1. We do not accept any refund due to change of mind.

 2. We do not accept any refund for engraved, altered, pre-order or customize Product(s).

 3. We do not accept any refund for “Excluded Items”.

 4. We do not accept any refund for accidental purchase except for duplicate order.

Amendment to policy
 
 We reserve all rights to amend this Return Policy from time to time. It is the responsibility of the customers to keep themselves updated according to the Return Policy. The latest prevailing version of this Return Policy applies.
 If there is any discrepancy or inconsistency between the Chinese and English versions, the English version shall prevail.

** If you do not understand any term herein, you can refer to the definition here.

退换货政策

此退换货政策适用于在商店购买、网店或网站上的在线购买订单。如果您不满意所购买的产品，只要产品还在其“原有购买状态”下便可享受我们为您提供的十四（14）天的产品退换货政策。我们很乐意接受您在商店、网店或网站上的在线购物订单并在收货或取货之日起十四（14）天内的退货请求。

多寶金鑽行可以酌情接受不设退换产品的退货或换货，例如您收到损坏的产品。如果发生这种情况，请立即联系客户服务。

退货程序

请尽快将完整的产品，连同包装和免费礼物（如有）邮寄给我们。您可以选择将产品邮寄到我们的办公室，邮寄费用和风险（包括任何运输费用、税金和关税）将由您承担。您也可以将产品退还至商店。如果您打算将产品退还给商店，请同时出示原有收据。如有任何疑问，请联系客户服务进行安排。

为了您的保障，我们建议您在收到确认后按照以下的步骤退还产品。请按照以下简单步骤操作：

步骤1 –拍下要退货的产品照片以作记录。

步骤2 –退还产品之前，请与商店、网店或网站的客户服务联系。

步骤3 –用原有包装盒包装产品，在其“原有购买状态”下并附上原有收据、证书和免费礼物（如有）。此外，请记得在打包过程中录制视频。

步骤4 –在十四（14）天内将产品退还至以下地址。或者您可以到当地的邮局安排将产品发送回我们的商店*。请注意，在运输时无需注明我们的商店名号-多寶金鑽行，物品说明则写上客服的建议。如果您将物品提及为珠宝或相关物品，则可能会导致产品丢失。以下是货运单上写的信息样本：

步骤5 –请提供产品退货包裹的追踪号。请在退还产品之前通知客户服务，否则将不处理该退货请求。

*客户应在退货时承担运费（如有），并负责物品的安全运输和风险。

包裹到达后

一旦我们收到您的退货后，您将收到电话或whatsapp或电子邮件通知。您的退货将由我们的质量保证团队检查。检查完成后，我们的客户服务代表将协助您更换订单以进行换货，或处理退款。

换货政策

我们非常重视您的购物体验在于其他一切之上。因此如果您对我们的产品不完全满意，我们很乐意提供换货政策。本换货政策适用于在商店的购买或在网店或网站上的在线购买订单。如果产品在以下情况下，我们将提供换货服务：（*不可退款和不可换货的产品除外）

1.产品必须处于 “原有购买状态” 并且没有任何损坏。

2.要交换的产品必须是商店、网店或网站上购买的产品，并且其价格必须高于或相等原有订单金额。

3.如果您选择价格较高的产品，则必须支付差价。如果您选择价格较低的产品，我们将不予退款。

4.如果您购买了任何由联合促销或其他促销活动提供的折扣商品，但折扣优惠在交换之时已过期，则折扣不予考虑。由多寶金鑽行以外的公司提供的折扣应根据相关公司的条款和条件进行处理。

退款政策

在收到并检查退回的产品（原有购买状态）后，产品的金额将在四到六（4-6）周内退还到您的信用卡、借记卡、银行或用于购买的帐户中。

请注意以下退款政策：

1.对于不符合接受退款条件的退款订单，我们将收取订单金额的最少二十巴仙（20％）作为手续费。

2.如果订单随附免费赠品或礼物，则也必须将其退回。如果未将其完全退还，则可能要收取订单金额的十巴仙（10％）或免费赠品或礼物的价值。

3.退款的实际时间视有关支付方式的供应商或银行的实际情况而定。

4.多寶金鑽行会酌情决定接受十四（14）天政策以外的退货要求。

我们接受以下条件的退款：

 1.如果错误地发送了产品的类型或尺寸。

如果您对我们的产品不满意，我们将允许您交换任何尺寸或类型的产品。但是，如果我们确实明确提及尺寸测量（在网店或网站或商店）和产品照片（在网店或网站），我们有权拒绝您的退货和退款。

 2.如果交付的产品处于损坏或缺陷状态。

发货前，我们将持有包裹照片的证明。如果我们发现发货的产品完好无损，并且是发生于快递服务或客户本身造成的损坏，我们有权拒绝您的退款请求。

 3.如果您在网店或网站上进行了重复订购。

我们将确认您订购的重复产品是真实购买还是意外购买。一旦发现重复购买是属意外购买，我们将退款给您。

以下情况我们不接受退款：

 1.我们不接受因改变主意而产生的任何退款。

 2.我们不接受经雕刻、修改、预购或定制的产品的任何退款。

 3.我们不接受 “不设退换产品” 的任何退款。

 4.我们不接受意外购买的任何退款除重复订购外。

政策的修改

我们保留不时修改本退换货政策的所有权利。客户有责任去了解最新的退换货政策内容。一概以此退换货政策的最新版本为准。

中英文版本如有任何差异或不一致之处，应以英文版本为准。

** 对于任何不明白的术语，可以参考这里的定义。