Refund policy
At Rosnice, we believe you will love our products. If you need to return an item, we'd be happy to assist you! Therefore, we offer a 15-day return policy.
Please return the item within seven (7) business days of receiving it at the return address we provide. Items returned after 7 days will not be eligible for exchange or refund.
Since many of our products are custom-made, our refund policy is as follows:
1. Refunds for Custom-Made Products
Custom-made products are non-refundable and non-returnable once delivered, unless there is a verified defect.
Product quality.
Reason unrelated to quality, such as changes in personal preference, comparison with similar products, or dissatisfaction with promotional prices, are not valid grounds for return or refund.
2. Order Cancellation for Non-Stock Custom-Made Products
If a non-stock (made-to-order) custom-made product has entered the production process (e.g., stone sourcing, inventory adjustment, CAD creation, or similar processes), order cancellation will incur a service fee of 30% of the total order amount. If all products have been manufactured but not yet delivered, canceling the order will incur a service fee of 50% of the total order amount.
Additional Notes: In-stock products (shipping within three business days of order placement) are not considered custom-made products and are subject to different return policies (if applicable).
Customers are advised to carefully review all order details, including design specifications, before confirming their purchase.
Thank you for your understanding and support of our craftsmanship. If you have any questions about your order or this policy, please feel free to contact our customer service team.
Return Policy: All returned items must be in perfect condition and accompanied by all original packaging and documentation, including diamond certificates. The 15-day return period is calculated from the date of order delivery.
Due to their personalized nature, the following orders are not eligible for return: items that have been modified once or more; items that have been engraved/laser-engraved; items that have been resized once or more; items that have been replaced or upgraded; custom-designed jewelry.
Returning or exchanging damaged or defective items: You must attach a clear photograph showing the damaged/defective item and describe the problem with the item. If you are unable to send pictures, please let us know and we will be happy to assist you. For discounted items (such as special offer items), if there are quality issues, we will reimburse a certain amount of the repair cost based on the repair receipt. Customers can also choose to return the item directly. However, returned items must be in their original packaging and can only be shipped via the United States Postal Service (USPS). We will process your refund within two business days of receiving and confirming the returned item.
Please note that listed quality issues include loose pins and broken metal caused by non-human factors. Wear and scratches caused by improper use are not considered manufacturing defects and are not covered by after-sales service. However, repair services can be purchased for a fee if needed.
For custom-cut diamonds, customers are responsible for all return shipping costs and all customs duties incurred during the return process, and will be subject to an additional service fee of 40% of the order price. Customs duties and service fees incurred during the return will be deducted directly from the refund.
How to return an item?
1. Contact ROSNICE Customer Service If you need to return an item, please contact the ROSNICE JEWELRY customer service team via online chat on the website www.rosnicejewelry.com or by email at rosnice@163.com.
If we can resolve your issue without returning the item, we would be happy to! However, if you believe a return is necessary, please email rosnice@163.com.
Please include your order number and "#ROS" in the email subject. In the email body, please explain the reason for your return and any information you believe will help us process the issue. Please note that return shipping costs will be borne by the customer. After receiving your return request, we will provide a return address and phone number. Please take a photo of the package with the tracking number attached and send it to us along with the tracking number.
2. Packaging and Return
Ensure all original materials (including the product itself and its original packaging) and all documents (including the diamond and grading report) are intact.
Please note that if the certificate is lost or altered, a replacement fee will be charged based on the actual inspection cost.
For security reasons, please do not write "jewelry," "diamond," or other related words anywhere on the packaging.
Please double-pack the package and affix a label to the outside of the large box before sending it to the nearest courier point. (We recommend DHL and the post office as our preferred logistics partners.)
MMR is not responsible for shipping errors—we recommend customers only use staffed physical stores to send returned items. Do not use drop boxes or unattended locations. We also recommend purchasing insurance for the package.
Request a shipping receipt to confirm the item has been shipped—this receipt will serve as proof of shipment and insurance.
Refund Process
Upon receiving the returned package, our quality assessment team will inspect the item and initiate the refund process.
*If the item is not brand new, a follow-up email or inquiry may be sent to the customer to determine eligibility.
Refund Details: Refunds typically take 3 business days to process.
The refund amount will be returned to the original payment method.
Refunds to countries outside the United States will be issued in US dollars at the prevailing exchange rate and will not be able to compensate for exchange rate fluctuations between the time of purchase and the time of refund.
We are not responsible for any foreign currency transaction fees that may be charged by your bank.
For all credit card chargebacks, please wait one month for your billing cycle to show your credit limit.
Need more help? We're here to assist you.
You can contact us by email: rosnice@163.com, or visit our website www.rosnice.com to chat with us online.