Tong & Co Return & Refund Policy
💡 Overview
At Tong & Co, your satisfaction matters.
We accept return requests within 14 days of delivery, and all approved returns must be shipped back within 15 days from the delivery date. Items must be unused, unworn, and returned in original packaging to qualify for a refund or exchange.
Please note: customized jewelry is non-returnable. Customers are responsible for return shipping costs.
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🔄 Order Cancellation
You may cancel your order free of charge within 48 hours of placing it, provided it has not shipped.
Once canceled, please allow 3–5 business days for the refund to appear on your original payment method.
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📦 Return Eligibility
To qualify for a return:
• You must request a return within 14 days of delivery
• Once approved, the item must be shipped back within 15 days from the delivery date
• Items must be unused, unworn, and in the same condition as received
• Items must include original packaging, certificates, and accessories
• A valid proof of purchase is required (order number or receipt)
Returns shipped after the 15-day window may not be accepted.
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🚫 Non-Returnable Items
• Customized or engraved jewelry
• Items showing visible signs of wear or damage not caused by us
• Items missing original packaging, certificates, or essential components
• Sale items (only regular-priced items are eligible for refund)
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✨ Jewelry Care Note
For hygiene and resale reasons, please do not wear any jewelry if you intend to return it.
Returns showing signs of wear may be partially refunded or denied.
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🔁 Exchanges
We only replace items if they are defective or damaged.
If your item arrives damaged, please contact us within 72 hours of delivery with your order number and clear photos of the item and packaging.
📧 Email: tongcobusiness@gmail.com
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💳 Refund Processing
Once we receive and inspect your return, we will notify you via email regarding your refund status.
If approved, your refund will be processed and applied to your original payment method within 5–10 business days, depending on your card issuer.
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⏳ Delayed Refunds?
If you haven’t received your refund:
1. Recheck your bank account
2. Contact your credit card company — it may take time before the refund is officially posted
3. If still unresolved, please contact us at tongcobusiness@gmail.com
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🎁 Gift Returns
If the item was marked as a gift during checkout and shipped directly to you, you’ll receive a gift credit for the return value. Once we receive and approve your return, a gift certificate will be emailed or mailed to you.
If the item was not marked as a gift, or was shipped to the original purchaser, the refund will be issued to the purchaser’s original payment method.
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🚚 Return Shipping
• Return shipping costs are the customer’s responsibility
• Original shipping charges are non-refundable
• For items over $75, we recommend using a trackable shipping method or shipping insurance, as we cannot guarantee receipt of items without tracking
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🌸 Need Help?
We understand every situation is unique. If you believe your case deserves special review, we’re here for you.
Reach out to us anytime at tongcobusiness@gmail.com — we’re happy to assist.
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💬 FAQ (for Shopify FAQ Section)
Q: Can I return earrings?
A: Yes — as long as they are unworn and returned within 14 days of delivery in original condition.
Q: What if I missed the 14-day return window?
A: Unfortunately, we cannot accept returns after this period. If you have a special situation, please email us for review.
Q: Do you offer free returns?
A: At the moment, customers are responsible for return shipping costs.