Return and Quality Issue Policy
Fallon Jewelry always places great importance on product quality. Through raw material inspection, production management, finished-product inspection and final shipment verification, we make every effort to reduce quality defects, incorrect styles and quantity discrepancies in bulk orders.
Jewelry manufacturing involves multiple production stages, some of which require manual operation. Therefore, during large-scale production and shipment, a small number of issues may occasionally remain undetected.
For products confirmed to have quality problems, we will provide an appropriate solution based on the actual circumstances. This policy is intended to protect our customers’ reasonable interests and build a strong foundation of trust for long-term and stable cooperation.
What Is Not Considered a Quality Problem
Reasonable production characteristics that do not affect normal use or resale.
The following situations will generally be regarded as being within a reasonable manufacturing tolerance when they do not affect normal wearing, resale or the product’s basic function. They will not normally be accepted as grounds for return, refund or compensation.
- The product can still be used and worn normally.
- There is no obvious structural defect.
- The overall appearance and resale value are not affected.
- The issue falls within a reasonable tolerance for bulk production.
- The mark can only be seen at very close range or with magnification.
Customers requiring higher standards for surface finishing, stone setting, polishing, electroplating or other details should notify us before placing an order. We can then reassess the production process, inspection requirements and quotation according to the requested quality standard.
Common Situations Not Covered by the Return Policy
Examples of conditions that are generally not classified as manufacturing defects.
1 Plating Color Does Not Match Personal Preference
Products from different plating batches may show slight color variations due to differences in raw materials, plating-solution conditions, production time, product structure, lighting conditions or display settings.
Minor color variation is considered a reasonable production characteristic when it does not affect the overall color appearance or normal resale of the product.
Return requests based solely on personal color preference, screen-display differences or minor variations between production batches will generally not be treated as quality claims.
2 Abnormal Use or Man-Made Damage
The following conditions will not normally be classified as manufacturing defects:
- Obvious forceful pulling, impact, crushing or compression
- Severe friction, deliberate scratching or abrasive damage
- Contact with strong acids, strong alkalis or corrosive chemicals
- Burning, exposure to excessive heat or improper repair
- Manual bending, cutting, breaking or disassembly
- Damage caused by improper wearing, storage or cleaning
- Products that have been processed, altered or replated by the customer
Products showing obvious signs of misuse, man-made damage or abnormal handling are not eligible for free replacement, return or refund.
3 Small Bubbles in Glass Stones or Decorative Stones
Unless a specific grade of cubic zirconia, gemstone or premium setting material has been expressly agreed in the order, some glass stones, imitation stones or larger decorative stones may contain very small bubbles, natural-looking patterns or minor internal inclusions.
These details are usually visible only at an extremely close distance or under magnification and are generally not noticeable during normal wearing or normal visual inspection. They are therefore regarded as reasonable material characteristics rather than quality defects.
Customers requiring a specific stone grade, clarity level, cutting standard or setting standard should request customization before ordering. We will reconfirm the appropriate material and quotation.
4 Minor Scratches or Friction Marks on Smooth Surfaces
Polished metal surfaces, mirror-finished areas and large smooth surfaces may develop minor friction marks or fine scratches during production, inspection, packaging or transportation.
When such marks are visible only from a particular angle, under strong light or at a very close distance, and do not affect the overall appearance, normal wearing or resale of the product, they will generally not be considered serious quality problems.
If a product has an obvious, deep or extensive scratch that materially affects resale, customers may submit clear photos or videos for further review.
Confirmation of a Suspected Quality Problem
Information required before a quality claim can be reviewed.
If a customer believes that a product has a quality problem affecting its normal use, structural safety or overall appearance, please contact the responsible sales representative promptly after receiving the goods and provide the following information:
- Clear product photos or a complete video showing the problem
- The corresponding product model number or SKU
- The affected quantity for each product style
- Photos or information showing the outer and inner packaging condition
- A clear written description of the reported problem
Photos and videos must clearly show the complete product, the location of the issue and the severity of the problem.
After receiving the required information, we will submit it to the factory, production department or quality-control department for further confirmation. The result will be determined by considering the actual product condition, affected quantity, order requirements and the cause of the problem.
Before the quality problem has been confirmed, please do not discard, repair, disassemble, resell or otherwise process the relevant products. Doing so may affect responsibility assessment and the final solution.
Solutions for Confirmed Quality Problems
Available solutions will depend on the problem, quantity, inventory and order status.
For products confirmed to have a manufacturing or quality problem, we may provide one or more of the following solutions:
- Replacement products included with the customer’s next order
- Replacement or reshipment using available inventory
- Reproduction of products that are currently out of stock
- Partial refund for the confirmed defective quantity
- Transfer of the approved refund amount to the customer’s account balance or future order deposit
- Another reasonable solution agreed upon by both parties
The final method of resolution will be determined through communication and agreement based on the actual circumstances.
Large-Quantity Quality Claims and Return Requirements
Additional inspection may be required for repeated or large-volume claims.
If a customer submits repeated return requests or believes that a large quantity of products has quality problems, we may require the relevant goods to remain in their original condition and be returned to a warehouse designated by Fallon Jewelry for inspection.
Returned products must meet the following requirements:
- Products must remain in their original packaging.
- Products must not have been used, sold, repaired or disassembled.
- Accessories, labels and packaging materials must not be missing.
- The returned quantity must match the approved claim quantity.
- Products must be returned using the approved method and address.
After the returned products arrive at our warehouse and the inspection has been completed, we will confirm the actual affected quantity, cause of the issue, responsibility and final solution.
Goods returned without prior written confirmation may be refused. Fallon Jewelry may also decline responsibility for any related return shipping, customs or logistics costs.
Additional Information
Final decisions are based on the agreed order standard and actual inspection results.
A return, refund, replacement or reproduction arrangement does not necessarily mean that every issue reported by the customer has been classified as a product quality defect.
Fallon Jewelry will make a comprehensive assessment based on the order agreement, approved samples, intended product use, manufacturing process, reasonable industry standards and actual inspection results.
Orders requiring special quality standards, strict surface requirements, designated stone grades, special packaging methods or enhanced inspection standards must be confirmed in writing before production.