REFUND POLICY

Returns

You can request an exchange or refund within 30 days of receiving the product. Before making a purchase, please ensure you carefully review your order.

  • All returns must be in unused, unworn, and resalable condition. Altered or damaged products, including signs of wear, stains, scratches, or perfume/cologne scents, do not qualify and will be returned to you at your expense. TONGSHOP does not provide prepaid shipping labels.
  • Returned items must be in their original packaging.
  • Shipping costs are non-refundable.
  • If you wish to exchange for a different size or style within the return period, you can return the item for store credit and then place a new order for the desired size or style.
  • A 15% restocking fee applies to all refunds. No restocking fee applies to items returned for store credit.
  • Customers have 5 days from approval to return purchased products. Returns postmarked after 5 days will be rejected and returned to the customer at their expense.
  • After processing the exchange, your item may take up to 5 business days to ship (excluding delayed delivery items).

  • Refund (if applicable)
    We ask for your patience as we will process your return request within 5-10 business days from the date we receive your return. Once your return is received and passes inspection, you will receive an email letting you know if your refund has been approved.

    If approved, your refund will be processed and applied to the original payment method.

    If you received a freebie with your purchase and the return causes the order value to fall below the minimum requirement, you must return the freebie. If not returned, $25 will be deducted from your refund amount.

Prepaid return labels for domestic returns are only provided by TONGSHOP in cases where we have made an error, such as sending you the wrong jewelry.

Custom gold and pure gold items cannot be returned as they are made to order.

Promotional Items

Non-refundable items

  • Gift cards
  • Grillz
  • Solid gold jewelry
  • Custom jewelry
  • Opened or worn product

Promotional items can only be returned for exchange/store credit. We do not offer refunds on any promotional items.

Enamel, 925, and Mozambique Diamond Items

All enamel, 925, and Mozambique diamond items are final sale. We do not offer refunds, exchanges, or repairs.

TONGSHOP Items

All TONGSHOP items are final sale. We do not offer refunds, exchanges, or repairs.

Custom Items

All custom items are final sale. We do not offer refunds, exchanges, or repairs on custom items.

Watches

All watches are final sale. Upon purchase, we provide a band opener for adjusting the size. We do not offer refunds, exchanges, or repairs on watches.

Rejected or Unclaimed Packages

For packages shipped within the US that are returned due to rejection or being unclaimed, a 20% restocking fee applies. Shipping fees are non-refundable and will be deducted from the refund amount.

International Refusals

Even if you refuse delivery, you are responsible for the original shipping costs, any import fees incurred by the package, and the cost of returning the package to TONGSHOP. These amounts will be deducted from your item refund. If return costs exceed the item amount plus shipping, the package will be abandoned, and you will not receive a refund.

TONGSHOP Lifetime Guarantee

We are committed to creating and providing jewelry of the highest standards, which is why we offer a lifetime TONGSHOP guarantee on all purchases of gold-plated/pure silver jewelry. If your product arrives damaged or with manufacturing defects, our guarantee entitles you to a one-time free replacement of the product. The guarantee does not cover user damage issues (e.g., loss of luster, scratches, accidental damage, water spots).

In the event of additional damage to your item, we will charge a 50% repair fee of the full amount paid, and you will need to return the damaged product to us. Repair fees can be paid via PayPal transfer. Please contact  service@tongshops.com for details.

TONGSHOP Lifetime Guarantee does not cover lost or stolen items.