Politique de remboursement
At QYNZARA, we want you to feel confident when shopping with us. We carefully inspect our products before shipment and make every effort to ensure your order arrives safely and as described.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible for a return, the item must be:
- Unworn and unused
- In the same condition as when you received it
- Free from obvious signs of wear or damage
- Returned with its original packaging and tags, if applicable
- Accompanied by proof of purchase or your order information
To request a return, please contact us at lebron@newtowel.cn before sending anything back.
If your return is approved, we will provide you with return instructions, including the return address. Items returned without prior authorization may not be accepted.
Please note that customers are generally responsible for return shipping costs unless the item is defective, damaged, incorrect, or otherwise covered by our Damaged or Incorrect Item policy.
Custom & Personalized Products
Certain products at QYNZARA may be custom-made, personalized, engraved, or made specifically according to information provided by the customer, such as a selected wrist size or other customization.
Because these products are made specifically for you, customized and personalized items are generally non-refundable and non-exchangeable once production has begun.
Exceptions may apply if:
- The item is significantly different from the customization details confirmed at the time of purchase;
- The wrong item or wrong customization was sent due to our error; or
- The item arrives with a serious manufacturing defect or significant damage.
If you believe your custom item has an issue, please contact us within 48 hours of delivery and provide clear photos of the item, packaging, and the issue. After reviewing the information, we will determine whether a replacement, repair, or refund is appropriate.
Size & Wrist Measurement
Some QYNZARA bracelets and other wearable products may be assembled or adjusted according to the wrist size selected by the customer.
Please carefully review your wrist measurement and selected size before placing your order.
Minor differences in fit may occur due to measurement methods, product structure, or natural variations in materials. Where applicable, certain bracelet designs may include additional links, components, or adjustment options to help accommodate minor sizing differences.
If you are unsure about your size, please contact us at lebron@newtowel.cn before placing your order.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or incorrect, please contact us as soon as possible so that we can investigate the issue and provide an appropriate solution.
1. Reporting Time
For items that arrive damaged or defective, please contact us within 48 hours of delivery whenever possible.
2. Required Information
To help us process your claim efficiently, please provide:
- Your order number
- A clear photo of the outer packaging, including the shipping label
- Clear photos showing the damage or defect
- Additional photos or videos if reasonably necessary to demonstrate the issue
3. Damage to the Item but No Visible Damage to the Packaging
If the outer packaging appears intact but the item inside is damaged, we may need to investigate the matter with the shipping carrier.
In such cases, we may request additional information or documentation from you and will assist you with the claim process.
4. Local Delivery or Postal Claims
Depending on the destination country, final delivery may be handled by a local postal service or other delivery partner.
In certain cases, the recipient may be required to:
- Visit the local post office or delivery facility
- Report the damage
- Obtain an official damage report or other supporting documentation
We will let you know if such documentation is required for your claim.
Non-Returnable Items
The following items are generally not eligible for return or exchange:
- Custom-made or personalized products
- Engraved products
- Products made according to a customer's selected size or measurements
- Items that have been worn, used, damaged, or altered after delivery
- Items returned without prior authorization
- Items that cannot be resold for hygiene or safety reasons, where applicable
Natural crystal products may also have variations in color, texture, inclusions, shape, and pattern. These characteristics are part of the natural appearance of genuine crystals and gemstones and are not necessarily considered defects.
Exchanges
For standard, eligible products, exchanges may be available subject to product availability and our return conditions.
For customized or personalized products, exchanges are generally not available unless the item is defective, incorrect, or does not match the approved customization due to an error on our part.
If you would like to exchange an eligible item, please contact us at lebron@newtowel.cn before returning the product.
European Union Customers
For customers located in the European Union, certain consumer protection laws may provide a statutory 14-day right of withdrawal for eligible purchases made online.
However, the right of withdrawal may not apply to certain products that are made to the consumer's specifications or clearly personalized, subject to applicable law.
Where a statutory right of withdrawal applies, the customer may be responsible for returning the product in accordance with applicable requirements, and the product should be returned in an appropriate condition.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to customers under the laws of their country.
Refunds
Once we receive and inspect an approved return, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.
If you have not received your refund within 15 business days after the refund has been approved, please contact us at:
Contact Us
If you have any questions regarding returns, refunds, exchanges, sizing, or damaged products, please contact us:
QYNZARA
Email: lebron@newtowel.cn
Website: qynzara.com