Returns and Refunds

RETURNS AND EXCHANGES

Your satisfaction is our priority. All purchases over $350 are shipped with insurance and a “signature required” option included. Please carefully check your order upon delivery.

Unless otherwise specified below, eligible items may be returned within 30 days of receipt for a refund or exchange, subject to the conditions of this Return & Exchange Policy.

Non-Returnable Items:

The following items are not eligible for return or exchange:

      I.         DVDs, CDs

    II.         Calendars

  III.         Pre-Order Items

All pre-order items are made to order and are not eligible for return or exchange. These include:

·      Zhen Shan Ren Ring Collection

·      Zhen Shan Ren Timeless Heritage Jewelry Collection

·      Falun Enamel Pendants

·      Zhen Shan Ren Longevity Lock Bracelet

·      Canvases

·      Giclée prints

 IV.         Special Return Conditions

·      Fine Jewelry

Fine jewelry pieces are eligible for return within 30 days of receipt. A 10% restocking fee will be deducted from the refund. Return shipping fees may apply to Non-Members as well as Bronze and Silver Members of our Loyalty Program.

·      Gold Pendants

Gold Pendants are eligible for return within 14 days of receipt. A 15% restocking fee will be deducted from the refund. Due to their natural softness, 18kt and 24kt gold can easily be scratched or bent out of shape. Please handle these pendants with the utmost care and follow the care instructions provided with your purchase.

Return process:

  1. Obtain a return shipping label: Contact Shen Yun Collections Customer Service via our online chat, email us at info@email.shenyuncollections.com, or call us at (800) 208-2384. It is recommended to have your order number ready for faster service. We will issue a return shipping label via email for you to print out.
  2. Pack and ship your return: All returned items must be in their unwashed, unused, unopened (including vacuum wrapped) condition with original packaging and accompanied by all original documentation, including the packing slip, description cards, and all jewelry certificates (if applicable). Please securely pack your return and ship back the items to us within 14 days upon receiving your return shipping label. Please note that we are not responsible and will not be able to give you a full refund if your return is damaged or lost during transit.
  3. Return inspection: Please be aware that all returns and exchanges are subject to a quality inspection by our Quality Assurance department before they are accepted.
  4. Refund: For all eligible returns after inspection, refunds will be issued via the original payment methods used. Please note that Shen Yun Collections reserves the right to refuse any return of merchandise that does not meet the requirements as described above.

If you wish to exchange an item:

  • A refund less any applicable shipping and/or restocking charges will be issued via the original payment method used once your item is received and inspected.
  • You may choose to place another order for your desired item on our website or contact us for assistance.
  • If your desired item is no longer available, a refund less any applicable shipping and/or restocking charges will be issued.

FAULTY ITEM RETURNS AND EXCHANGES

If you received a faulty item:

  • Please immediately contact Shen Yun Collections Customer Service via the channels as stated above. We will aim to resolve and satisfy your needs.
  • If you seek a replacement but the item is no longer available, a full refund will be issued.

INTERNATIONAL RETURNS

 

REFUNDS

Once your return is received, inspected, and approved, we will issue you a refund to your original payment method. In case your return is rejected, we will notify you by email.

Refunds are estimated to be completed by your service provider within 2-3 business days. For normal returns, any applicable shipping and/or restocking charges of the returned item(s) will be deducted from your refund. For faulty item returns, you will receive a full refund.

Please note that any applied discounts and loyalty rewards would automatically be deducted from the refund. Purchases made with loyalty rewards will be credited back to your loyalty account after the refund is processed.

Please also keep in mind that Shen Yun Collections is not responsible for items lost during shipping and cannot process your refund until the item is received.