99 Day Returns/Exchange Policy
The following reasons are covered by FULL COVERAGE Return/Exchange Policy:
- If paints are chipping, Crystals fall off, Broken chain, etc, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 99 days. (We will only exchange the item(s) for the same product, or for item(s) equal or lesser value.)
- If we sent the wrong order or item(s), you received any broken items, the personalized info is different from you provided to Familydesign, or the quality of the products you received is defective, please notify us immediately via e-mails and you will receive either a refund of your purchase or an exchange within 15 days.
The following reasons are covered by 15 days LIMITED COVERAGE Return/Exchange Policy(Customer is responsible for return postage fees, and replacement postage fees):
- If you chose the wrong size bracelet(s)/ring(s), or chain length.
- If personal reasons due to changed mind, personal taste, ordering numerous personalized items for the purposes of comparison or sizing, or you do not see the detailed description, etc.
- Personalized items are one-of-a-kind, those returns will incur a 30% restocking fee.
- Once your order has been submitted we will immediately begin production on the personalized items. If you would like to cancel or change your purchase, it is free within 24 hours. Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.
- Please note that you couldn’t cancel or change your purchase once we ship out your order.
The following reasons are NOT covered by our 99 days return policy, and we are not liable for these issues:
- Products are exposed to corrosive substances or chemicals. Exposure to harsh chemicals can alter that the appearance of your Familydesign product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
- Items that have been resized, updated, and/or repaired do not qualify.
- Products are damaged by misuse, mishandling, or poor maintenance.
- Silver pieces are given detail by oxidation, over time, they may appear black. To remove this, please clean with the silver polishing cloth to return its original look.
- Any orders received after 99 days from the delivered date.
- Items which have been used and damaged within 99 days from the delivered date
Return Service Procedure:
- To request a return, please contact our customer service. One of our reps will follow up with you via email with instructions. If you require assistance, please email us at firstname.lastname@example.org. If it is a quality issue, please provide an order# and attach clear photos of the items that represent the issue.
- Upon acceptance of your return, a refund will be issued to the original form of payment within 3-7 business days. Any promotional gifts must also be returned with your returned item.
- The returned item should be kept in its original condition in which you received them in.
- Return address (Please contact customer service for the return address).
- Please make sure you provide us the tracking# and receipt after you return.
Familydesign reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page. If you have any inquiries regarding cancellations or any of our other policies please Contact our Customer Service Representatives.