Return & Exchange Terms

I. Basic Conditions for Returns & Exchanges

1. Time Limit: The return/exchange application must be initiated within 30 calendar days from the date of delivery (confirmed by the logistics provider's delivery record). For products with quality issues discovered after use (e.g., material defects that appear within normal wear), the application period is extended to 60 calendar days from delivery.
2. Product Condition:
   • The product must be in its original, unused, and undamaged state. This includes no scratches, stains, or deformations on the brooch body, clasp, or decorative parts (e.g., gemstones, enamel);
   • All original packaging (e.g., gift boxes, plastic protective covers), tags, and accessories (e.g., cleaning cloths, care booklets) must be intact and returned together with the product;
   • Customized or personalized Women's Brooches (e.g., engraved with names, custom-designed styles) are non-returnable and non-exchangeable, unless the customization error is caused by our mistake (e.g., wrong engraving content, inconsistent design with the confirmed draft).
3. Proof Requirement: You must provide valid proof, including the original order number, delivery confirmation email, and photos/videos of the product (to verify its condition or issue).

II. Specific Scenarios & Handling Methods

1. Returns/Exchanges for Quality Issues

• Manufacturing Defects: The brooch has structural defects (e.g., loose clasps, falling gemstones, cracked enamel) that affect normal use, and the defect is not caused by human damage;
• Inconsistent with Description: The product received (style, material, color, size) does not match the information displayed on the Website (e.g., the product is stated to be "silver-plated" but is actually "alloy," the color is "red enamel" but received "pink");
• Damage During Transportation: The product is damaged due to improper packaging by us or logistics errors (confirmed by the logistics provider's damage report, as specified in the Shipping Terms).

• Return the product for a full refund (including the original product price and shipping cost you paid);
• Exchange for the same style of undamaged product (if in stock);
• Exchange for another style of Women's Brooch (make up the price difference if the new product is more expensive, or we will refund the difference if it is cheaper).

2. Returns/Exchanges for Personal Reasons

• The product must strictly meet the "Product Condition" requirements in Section I (no use, no damage, complete packaging);
• You shall bear the return shipping cost (the shipping cost for sending the product back to us) and the re-shipping cost (if exchanging for another product);
• A restocking fee of 10% of the product price will be deducted from the refund amount (this fee covers the costs of product inspection, repackaging, and inventory reprocessing after return).

• The return is due to our error (e.g., sending the wrong product);
• The product is a clearance item marked "No Restocking Fee" on the product page.

3. Non-Eligible Scenarios

• The product is damaged due to improper use, storage, or modification by you (e.g., scratches caused by wearing with sharp objects, deformation due to improper force);
• The original packaging, tags, or accessories are lost, damaged, or incomplete, affecting the product's secondary sales;
• The return/exchange application is initiated beyond the time limit specified in Section I;
• The product is a personalized/customized item (unless there is a customization error caused by us);
• The product is a "Final Sale" item (clearly marked on the product page, non-returnable and non-exchangeable).

III. Return & Exchange Process

1. Application Initiation

1. Contact us via email (reachus@hylohce.com) or phone (317-356-9447) to initiate the return/exchange application. Please provide the following information:
   • Order number;
   • Product name, model, and quantity;
   • Reason for return/exchange (attach photos/videos of the product or defect if necessary);
   • Expected handling method (refund, exchange for the same style, or exchange for another style);
   • Your contact information (phone number, email address).
2. We will review your application within 1-2 business days. If approved, we will send you a Return Merchandise Authorization (RMA) number and a return address (consistent with our store address: 5430 S Keystone Ave, Indianapolis, IN 46227, or a designated warehouse address) via email. The RMA number must be marked on the outer packaging of the return shipment; otherwise, we may not be able to process your return.

2. Product Return

1. After receiving the RMA number, package the product properly (it is recommended to use the original packaging or a sturdy carton to avoid damage during transportation) and ship it to the designated return address within 7 business days.
2. Use a traceable logistics service (e.g., USPS, UPS) and keep the return tracking number. You need to provide the tracking number to us via email within 24 hours of shipping, so we can track the shipment status.
3. For returns/exchanges due to quality issues or our errors: After we confirm receipt of the product, we will reimburse the return shipping cost to your original payment method (please provide the shipping receipt and proof of payment).
4. For returns due to personal reasons: You shall bear the return shipping cost, and we will not reimburse this expense.

3. Inspection & Processing

1. We will inspect the returned product within 3 business days of receipt, focusing on:
   • Whether the product meets the return/exchange conditions (state, packaging, accessories);
   • Whether the defect (if applicable) is consistent with the description and evidence you provided.
2. Processing results will be notified to you via email:
   • Approved for Refund: We will process the refund within 1-3 business days. The refund will be issued to the original payment method (e.g., credit card, PayPal). The time for the refund to arrive in your account depends on the processing cycle of the payment provider (usually 3-7 business days for credit cards, 1-3 business days for PayPal).
   • Approved for Exchange: If exchanging for the same style, we will ship the new product within 1-2 business days after inspection. If exchanging for another style, we will confirm the product availability and price difference with you first, then ship the new product after the difference is settled. We will provide the new shipping tracking number via email.
   • Rejected: If the product does not meet the return/exchange conditions, we will notify you of the reason and arrange to ship the product back to you (you need to bear the return shipping cost for this shipment).

IV. Refund Rules

1. Refund Scope:
   • For quality issues or our errors: The refund includes the full product price, the original shipping cost you paid, and the return shipping cost (reimbursed after verification);
   • For personal reasons: The refund is the product price minus the 10% restocking fee (if applicable), excluding the original shipping cost and return shipping cost.
2. Refund Method: Refunds will be issued to the original payment method used for the order (e.g., if you paid by credit card, the refund will be credited to the same credit card; if by PayPal, to the same PayPal account). We do not provide cash refunds or refunds to third-party accounts.
3. Refund Cancellation: Once the refund is processed (i.e., we have submitted the refund request to the payment provider), it cannot be canceled or modified. If you change your mind and want to exchange instead of refund, you need to place a new order for the desired product.

V. Responsibilities of Both Parties

1. Our Responsibilities

• Provide clear return/exchange rules and guide you through the application process;
• Review return/exchange applications and notify you of the results in a timely manner;
• Issue RMA numbers and return addresses accurately;
• Inspect returned products fairly and process refunds/exchanges within the specified time;
• Bear the round-trip shipping costs and related fees for returns/exchanges caused by quality issues or our errors.

2. Your Responsibilities

• Provide true, accurate, and complete information when initiating a return/exchange application;
• Ensure the returned product meets the conditions specified in these Terms;
• Ship the product back within the required time and use a traceable logistics service;
• Provide the return tracking number to us in a timely manner;
• Bear the return shipping cost, restocking fee (if applicable), and related risks (e.g., product loss or damage during return shipping) for returns due to personal reasons.

VI. Modification & Contact Information

1. Modification of These Terms: We may modify these Return & Exchange Terms based on changes in business needs, product characteristics, or legal requirements. For material modifications (e.g., changes to the return time limit, restocking fee rate, or eligible conditions), we will notify you by posting a notice on the Website's homepage, sending an email to your registered email address, or displaying a pop-up window when you log in. The modified Terms will take effect 7 days after the notice is issued; your continued use of the Website's services after the effective date constitutes acceptance of the modified Terms.
2. Contact Information: If you have questions, complaints, or suggestions about these Terms or the return/exchange process, please contact us through:
   • Store Address: 5430 S Keystone Ave, Indianapolis, IN 46227
   • Contact Phone: 317-356-9447 (Monday to Friday, 9:00 AM - 5:00 PM EST)
   • Email Address: reachus@hylohce.com (We will respond within 1-2 business days)