Returns & Exchanges

Effective date: 10 September 2026

This policy applies to business purchase orders confirmed by the STRAND entity named in the Terms & Conditions as seller. We handle returns, refunds and quality claims according to the terms of the order and the nature of the problem, and we coordinate the whole process ourselves.

1. Business purchases and scope

Unless the product page or the order between us expressly says otherwise, business purchase orders do not carry a no-reason return right for a change of mind, the wrong style being chosen, over-ordering, or goods not selling. Where applicable law requires such a right, it applies.

None of that affects the proper handling of goods that do not conform, wrong goods, short shipments, damage, or anything else that is STRAND's responsibility. Custom goods, samples, unsealed earrings and used goods are not excluded from a quality claim merely because of their category or condition.

2. What counts as a quality problem

We judge conformity against the style, material, dimensions, colour, workmanship, quantity, packaging and samples confirmed by both parties, together with any validly agreed tolerances and applicable requirements. Claims we accept include wrong goods, short shipments, damage, material that does not match, manufacturing defects, and abnormal stone loss, cracking or discolouration arising under reasonable use.

Screen rendering, photography conditions and handwork can produce some variation, but only a reasonable variation that was expressly disclosed in advance, validly agreed and lawful can be used as a basis for acceptance. We do not substitute a blanket statement about colour difference or handwork for the specification the goods were meant to meet, and we do not set a site-wide "acceptable defect rate".

Normal wear, use beyond the confirmed purpose, incorrect care and damage from external force are assessed on the actual cause and the evidence. Use or unsealing alone is not a reason to refuse a claim, and an express commitment about quality, durability or other performance still stands.

3. Inspection on receipt and when to tell us

Please arrange a reasonable inspection after receipt. For visible problems of quantity, style, packaging and appearance, we suggest you tell us within 7 calendar days of receipt by you or your named consignee, so that evidence can be preserved and checks started quickly. That period is a recommendation for prompt notice, not a single cut-off for all quality rights.

For problems that a reasonable inspection would not reveal and that only emerge in use or on testing, tell us as soon as reasonably possible after discovery, with the date of discovery, how the goods were used and the supporting evidence. A validly agreed warranty period and applicable law take precedence; we do not automatically refuse a reasonable hidden-defect claim simply because the 7-day suggestion has passed.

4. How to raise a claim

Write to [email protected] with the order number, the product name or SKU, the quantity affected, a description of the problem, when you found it and the outcome you are looking for, together with photographs or other material that shows the problem.

Depending on the problem we may ask for packaging labels, close-up video, test results or other reasonable material. A complete unboxing video helps, but it is not a precondition for us to accept a claim. Please keep the goods and the packaging, and do not do anything that might destroy evidence before talking to us. Where testing is needed, the method and who bears the cost are explained in advance.

5. Timescales and remedies

We give a first response within 2 business days of receiving your claim. Once we have the reasonable material needed to investigate, we aim to propose an initial resolution within 5 business days. Where further testing or investigation is needed, we explain why, give a definite date for the next update and keep you informed.

Depending on the nature and extent of the problem, the value of the goods and your reasonable needs, we agree a remedy under the law or the agreement: shipping the missing quantity, repair, replacement, a partial refund or a full refund. A remedy normally covers the goods affected; where the problem defeats the purpose of the whole order, or where the law allows termination, it is handled on that basis.

Where responsibility is STRAND's, we resolve it with you directly. We do not postpone a refund, a replacement or any other obligation indefinitely on the ground that a supplier or carrier has not yet paid us. A refund is never converted into store credit or a discount on future purchases without your agreement.

6. Returning goods and who pays

If goods need to be returned, ask us for written return instructions first. We will give you the return address, the deadline for sending goods back, the transport method and the packing requirements. Our office address, the original despatch address and a supplier's address are not automatically the return address, so please do not send anything back before it is confirmed.

Where a return or exchange is down to STRAND, we bear the reasonable and necessary return freight, re-delivery and verification costs, and other related costs are handled under applicable law and the valid agreement. Where we agree to accept a return that is not for a quality reason, the costs and conditions are explained to you in advance.

For low-value goods, or where cross-border return shipping is plainly unreasonable, we can agree a refund without return, a replacement shipment or another workable solution. We do not charge you an inspection fee or a restocking fee without prior explanation and a reasonable basis.

7. Refund amount, method and timing

A refund is calculated on the agreed resolution, using the amount actually paid for the goods affected plus any freight, tax and other charges that must be returned under the law or the agreement. Where a whole order is cancelled or a partial refund applies, we explain the basis of the calculation. We do not automatically deduct payment-processing fees or other charges that were never agreed.

Once the resolution is confirmed and, where the law or a valid agreement genuinely requires goods to be returned, we have received them or the refund conditions are otherwise met, we initiate the refund within 5 business days. Where the law requires an earlier refund, or allows a refund on proof of despatch, we follow that requirement.

Refunds go back through the original payment channel as a rule. Where the original channel cannot be used, we agree another lawful method with you. When the money actually arrives depends on the bank or payment institution; we provide the refund receipt and whatever estimated arrival information we have, and we help chase anything unusual. Taxes collected directly by a third party follow that third party's procedure, and we give the assistance needed.

8. Custom goods, samples and reservation of rights

Acceptance of custom goods is judged against the specification, artwork, samples and any later valid changes confirmed by both parties. A change of mind, or a decision not to place a bulk order, does not by itself create a right of return or refund; where the goods fail to meet what was agreed, responsibility is handled accordingly. Samples are also governed by the Sample Policy.

This policy does not exclude or limit any right that applicable law says cannot be excluded or limited. Specific terms validly agreed for a particular order apply within their scope, and updating a web page does not reduce the rights attached to orders already placed.

In this policy, business days are Monday to Friday, Beijing time (UTC+8), excluding public holidays in mainland China.