Refund policy

Return & Refund Policy

Introduction

At De Silang, we create unique jewellery featuring natural crystals and semi-precious gemstones. We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines our guidelines for returns, exchanges, and refunds.

Inspection Period

We encourage you to inspect your De Silang jewelry upon delivery and notify us of any issues within 48 hours of receipt.

Return Eligibility

Eligible Returns

You may return your purchase within 14 days of delivery if:

  • The item arrived damaged or defective
  • You received an incorrect item
  • The item differs significantly from its description on our website

Non-Eligible Returns

We cannot accept returns for:

  • Items damaged after delivery due to improper handling or care
  • Custom or personalized pieces specially created for you
  • Items returned more than 14 days after delivery
  • Items showing signs of wear or that have been altered in any way

Natural Variations

Our jewelry features natural stones and crystals that may have slight variations in color, pattern, size, and shape. These variations are part of the natural beauty of the materials and are not considered defects. Photos on our website represent the general design of each piece, but natural variations should be expected and appreciated.

Return Process

  1. Contact Us: Email [contact.desilang@gmail.com] within 14 days of receiving your order to initiate a return
  2. Return Authorisation: Wait for our confirmation and return authorisation before sending items back
  3. Packaging: Package the items carefully in their original packaging if possible
  4. Shipping: Send the package to the address provided in your return authorisation
  5. Tracking: Use a tracked shipping method and keep your receipt until the return is completed

Exchanges

If you wish to exchange an item for a different piece:

  1. Follow the return process above
  2. Indicate in your initial email that you'd like an exchange
  3. Specify which item you'd like instead

Please note that price differences will apply:

  • If the new item costs more, you'll need to pay the difference
  • If the new item costs less, we'll refund the difference

Refunds

Once we receive and inspect your return, we will process your refund as follows:

  • Original Payment Method: Refunds will be issued to your original payment method
  • Processing Time: Refunds typically process within 5-7 business days after we receive your return
  • Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error
  • Return Shipping: Return shipping costs are the responsibility of the customer unless the return is due to our error

Damaged Items

If you receive damaged items:

  1. Take clear photos of the damage and packaging
  2. Email these photos to [returns@desilang.com] within 48 hours of delivery
  3. We may request additional information to process your claim

Special Circumstances

International Orders

International orders are subject to the same return policy, but please be aware that:

  • International shipping for returns may be costly
  • You are responsible for any customs fees or import duties related to returns
  • Processing time for international returns may be longer

Sale Items

Items purchased on sale or with a discount code may only be eligible for store credit rather than a refund.

Contact Us

If you have any questions about our Return and Refund Policy, please contact us at:

  • Email: contact.desilang@gmail.com

Changes to This Policy

We reserve the right to update or modify this Return and Refund Policy at any time without prior notice. Changes will be effective immediately when posted on our website.

Last Updated: 25/03/2025