Return and Cancellation Policy

Return and Cancellation Policy | Neoshine

Return and Cancellation Policy

30-Day Free Returns

This page applies to returns for U.S. customers. For international customers, please click here. At Neoshine, we offer a 30-day free return policy for eligible U.S. orders, with free returns through UPS, ensuring that your purchase is perfect. If for any reason you are not completely satisfied with your order, return it within 30 days of shipment.

1.1 Return Policy

To ensure a smooth return process, please review the following conditions for eligible returns:

  • Eligible returns are limited to pre-designed styles, which will receive a full refund to the original payment method.
  • Customized items (e.g., custom diamonds or ring settings) are non-returnable.
  • Products must be returned in their original, unworn condition and include all original documentation and promotional items provided at the time of purchase.
  • If a lab-grown diamond certificate is missing (if applicable), a $100 replacement fee will be charged per certificate.
  • Items that have been modified, engraved, or resized by third parties are not eligible for return.
  • Returns showing any signs of wear, damage, or inconsistency will not be accepted. Returned items must maintain product consistency, including:
    • Gemstone codes matching the shipping code.
    • Ring material and weight consistent with the original purchase.
  • Packages without a return authorization number or refused deliveries will not be processed or refunded.
  • If the return is caused by the customer, the shipping fee is the customer’s responsibility. For errors on our part (e.g., damaged or incorrect items), Neoshine covers the return shipping fees.
  • We reserve the right to limit access to the website and/or terminate accounts of return abusers. For details, refer to our Terms and Conditions.

1.2 How to Return

If your order is eligible, we will email you a UPS shipping label, which will include your return authorization number. The return authorization number is valid for seven (7) days. Follow these steps:

  1. Contact Us: Please contact our customer support team here to initiate the return process. Our representative will assist you in providing the necessary shipping label and return instructions.

Preparing Your Return:

  • Include all original packaging, the return packing slip, and all diamond certificates (if applicable).
  • Securely package your jewelry in its original box and place it inside a shipping box. Seal the box and attach the prepaid label to the outside.
  • For security reasons, avoid writing terms like "jewelry" or "diamonds" on the package.

Shipping Your Return:

  • Drop off the package at a staffed UPS location. Obtain a receipt as proof of shipping and insurance.
  • Alternative carriers may be used at your expense. Ensure the shipment requires a signature upon delivery, is fully insured, and includes a return receipt.
  • Neoshine is not responsible for items lost or damaged during return shipping.

1.3 Refund Process

  • Receiving and Inspection: Our team will inspect the returned items within seven (7) business days of receipt.
  • Refund Issuance: Refunds for pre-designed styles will be issued to your original payment method. Refunds for special orders will be issued as store credit.
  • For credit card refunds, allow up to one billing cycle for the refund to appear as a credit.

Return Address

Neoshine Returns
2305 Connor Way, 
Carrllton, TX 75010
United States

Order Cancellation Policy

You can cancel your order under the following conditions:

  • Orders can be canceled within 24 hours of placement or before shipment, whichever occurs first.
  • If you cancel before shipment and within the allowed cancellation window, your order will be fully refunded.

Order processing and shipping typically take 2-3 business days from the time of placement. To cancel an order, contact our support team here with your order number and details.

International Return

2.1 How to Return International Orders

If you need to return an international order, please follow these steps. Our customer support team will assist you throughout the process:

Initiating the Return

  • Contact our support team at https://neoshine.com/pages/contact-us. If your order is eligible, we will email you a UPS shipping label, including your return authorization number, valid for seven (7) days.
  • Please include all original packaging, the return packing slip, and any applicable diamond certificates. If a diamond certificate is not returned, a $100 replacement fee will be deducted from your refund.
  • Print all documents provided via email, including shipping labels and customs forms.
  • Sign the "Foreign Shipper Declaration for Return of Foreign Goods" form as required for customs clearance.

Preparing Your Return

  • Place your jewelry in its original jewelry box.
  • Secure the jewelry box inside a sturdy shipping box. You may use the original shipping box or purchase a UPS shipping box from your local UPS store.
  • Include the return packing slip, signed customs forms, and all required documents inside the shipping box.
  • Seal the box securely and attach the prepaid UPS label to the outside of the package.
  • For security reasons: Avoid writing terms such as "jewelry" or "diamonds" anywhere on the package.

Shipping Your Return

  • Take the sealed shipping box and all required documentation (e.g., shipping label, air waybill copies, customs declarations, and commercial invoices) to a designated UPS location.
  • Hand the package to a UPS representative to ensure all documents are correctly attached. UPS representatives will assist in completing the shipping process.
  • Customs Documents: Failure to include all necessary documentation may result in customs delays, additional fees, or refund deductions for duties and taxes.
  • Responsibility: Neoshine and UPS are not responsible for packages left at drop boxes or unattended locations. Always deliver your package to a staffed UPS location.
  • Alternative Carriers: If you choose a different carrier, you are responsible for all return fees, duties, and taxes. Ensure the package requires a signature upon delivery and is fully insured. Neoshine is not responsible for lost or damaged items during transit.

Shipping Receipt

Obtain a receipt from UPS to confirm the item has been shipped. This receipt serves as proof of insurance and allows you to track your package's progress to the designated Neoshine address.

2.2 Refund Process

  • Receiving and Inspection: Upon receiving your return, our quality assurance team will inspect and verify the condition of the items. This process may take up to seven (7) business days.
  • Refunds:
    • Refunds will be issued to your original payment method.
    • If the original payment method was wire transfer, cash, or another form requiring special handling, the refund will be processed via check.
    • For credit card refunds, please allow up to one billing cycle for the refund to appear on your statement.