Return & Refund Policy

Our Approach to After-Sales Care

At Zhisync, we understand that choosing jewelry online is a personal decision.

We want customers to have clear information about the options available if an item arrives damaged, does not match the order, or does not meet their expectations.

This policy explains our 90-day satisfaction guarantee, return procedures, refund arrangements, and the treatment of incorrect or defective products.

Nothing in this policy limits any mandatory consumer rights that apply to your purchase.

1. Our 90-Day Satisfaction Guarantee

Customers may request a return under our satisfaction guarantee within 90 calendar days of receiving their jewelry.

To begin a request, contact service@zhisync.com and provide your order number and the reason for your return.

A return request submitted within the applicable 90-day period will be reviewed in accordance with this policy.

The satisfaction guarantee applies to eligible products purchased directly from the Zhisync online store.

For returns involving a change of mind or dissatisfaction without a product defect, the item should be returned with its original components and accessories, where supplied.

Products should not have been materially damaged, altered, or subjected to excessive wear or improper use.

We may request photographs or additional information where reasonably necessary to understand the condition of the item.

We will not reject a valid statutory claim solely because a product has been worn, tried on, or is no longer in its original packaging.

2. How to Request a Return

Please contact our customer service team before sending your jewelry back.

Email: service@zhisync.com

When submitting a request, please include:

Your order number
The name of the item
The reason for your return
Photographs if the item is damaged, defective, or incorrect
Any other relevant information that may help us review your request

Once your request has been reviewed, we will provide the applicable return instructions and designated return destination.

Please do not send products to an address that has not been confirmed for your return.

This requirement does not remove any statutory right to notify us of withdrawal, cancellation, or a claim using other legally permitted methods.

3. Return Conditions

For voluntary returns under our satisfaction guarantee, please take reasonable care of the jewelry while it is in your possession.

Returned items should include any original components and accessories reasonably necessary to identify and process the return.

A refund may be affected where a product has been materially damaged through misuse, unauthorized modification, or excessive wear unrelated to a manufacturing defect.

Any reduction in a refund will be assessed according to the circumstances and applicable law.

Products that are defective, incorrectly supplied, or otherwise subject to mandatory consumer remedies will be handled separately from ordinary change-of-mind returns.

4. Earrings and Hygiene Considerations

Some jewelry items may require additional consideration when returned after use.

Where an item is genuinely subject to a legally permitted hygiene-related return exception, the applicable restriction will be disclosed before purchase.

We do not apply a blanket exclusion to all earrings or other jewelry solely because of the product category.

Hygiene-related restrictions do not remove statutory remedies for defective, damaged, or incorrectly supplied goods.

5. Personalized or Custom-Made Jewelry

Where Zhisync offers jewelry that is made to an individual customer's specifications or clearly personalized, certain change-of-mind return rights may be limited where permitted by applicable law.

Any relevant product-specific restriction should be disclosed before the order is placed.

Personalized or custom-made products remain subject to applicable legal protections where they are defective, damaged, or do not conform to the agreed description.

6. Damaged, Defective, or Incorrect Products

If an item arrives damaged, is defective, or does not match your order, please contact our customer service team as soon as reasonably possible.

Provide your order number and a description of the issue.

Photographs of the item and packaging may assist us in reviewing the problem, where available.

Depending on the circumstances and applicable law, an appropriate resolution may include:

Replacement
Repair, where appropriate and available
A price adjustment
A partial refund
A full refund

Where an item is confirmed to be defective, damaged in transit, or incorrectly supplied, Zhisync will bear the necessary and reasonable return shipping costs associated with the applicable remedy, as required by law.

We will not require customers to pay additional charges to correct an error for which our business is legally responsible.

7. Return Shipping Costs

For an ordinary change-of-mind return under our voluntary satisfaction guarantee, the customer is responsible for the return shipping cost.

For defective, damaged, or incorrect items, return shipping costs will be handled in accordance with the customer's applicable legal rights and the resolution provided by our customer service team.

Where a customer is exercising a statutory withdrawal right, the allocation of return shipping costs will follow the applicable legal requirements and any more favorable terms expressly offered by Zhisync.

Please review the return instructions before sending your package.

8. Refund Amounts

For an approved voluntary return under our 90-day satisfaction guarantee, the eligible product purchase price will be refunded to the original payment method.

The original standard shipping charge is not ordinarily refunded for a change-of-mind return unless applicable law requires otherwise.

Where an item is defective, incorrectly supplied, or an order is canceled because it cannot be fulfilled, the refund will include the amounts required by applicable law.

If you return only part of an order, the refund will be calculated based on the eligible returned items and any applicable adjustments.

9. Refund Processing

Once a return has been received, we will review the item and the applicable refund request.

For voluntary returns, approved refunds will ordinarily be initiated within 10 business days after receipt and review of the returned item.

Where applicable law requires an earlier refund or establishes a different deadline, the legally required timeframe will apply.

Refunds are ordinarily issued through the original payment method.

The time required for the refunded amount to appear in the customer's account depends on the payment provider and financial institution.

10. European Consumer Withdrawal Rights

Where applicable consumer protection laws provide a statutory right to withdraw from a distance sales contract, customers may exercise that right within the legally prescribed period.

For qualifying transactions subject to European Union consumer withdrawal rules, customers generally have 14 calendar days after receiving the goods to notify the seller of their decision to withdraw.

Customers may notify us by emailing service@zhisync.com with an unequivocal statement that they wish to withdraw from the purchase.

For applicable EU withdrawals, customers should send the goods back within the statutory return period after notifying us.

Refunds, including reimbursement of eligible standard outbound delivery costs, will be handled within the legally required timeframe.

Where legally permitted, reimbursement may be withheld until the goods have been received or the customer has supplied evidence of their return.

Statutory exceptions and rules concerning diminished value, return costs, personalized products, and certain sealed hygiene-related goods apply only to the extent permitted by law.

The voluntary 90-day satisfaction guarantee does not replace or reduce these statutory rights.

11. Cancellations Before Dispatch

If you wish to cancel an order before dispatch, contact us as soon as possible.

We will review the order status and determine whether the cancellation can be completed before shipment.

If an order cannot be dispatched within the promised timeframe, we will provide the applicable delay, cancellation, and refund options required by law.

12. Lost or Undelivered Orders

If your order has not arrived, please contact customer service with your order number.

We will review the available tracking information and work with the relevant shipping provider where necessary.

Where a shipment is confirmed lost, cannot be delivered, or has not been fulfilled in accordance with applicable consumer rights, we will provide the legally required resolution.

13. Return Address

Our registered business address is provided for company identification and is not automatically the designated destination for product returns.

Please contact customer service before sending your package.

Where a physical return is required, we will provide the applicable return address and instructions.

14. Customer Service and Business Information

Zhisync

Operated by Hangzhou Simai Technology Co., Ltd.

Legal Representative: Ma Xiuling