RETURNS POLICY
MESOURI BY PASSION ART JEWELRY (HK) RETURNS AND REFUND POLICY
We offer a 14-day exchange policy after the product delivery date, which means you have 14 days after receiving your item to request an exchange for an item of equal value. If 14 days have gone by since your item was delivered, unfortunately, we can't offer you a refund or exchange.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with original tags. It must also be in the original packaging with the product certificate. You’ll also need the receipt or proof of purchase.
To start an exchange, you can contact us at orders@mesouri.com with your order number. Please note that the return address will be provided upon exchange request confirmation. Upon inspection, if your exchange is approved, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Custom items or personalised items are exempt from being returned.
You can always contact us for any exchange questions at admin@mesouri.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You will have 14 days upon receiving your item to prove damages and issues provided that the following conditions are met:
Damaged product: if the product is damaged when delivered, we will arrange for a replacement of the same product with the postal payment provided by us. The replacement will only be provided if the product arrives damaged on delivery. If damage is caused by the buyer after delivery, we will not replace or refund the product.
Non-conforming products: If the product received does not match your order (including style, size, and quantity) we will arrange for a product replacement with the postal payment provided by us.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept exchanges on sale items or gift cards.
Sale Items (if applicable)
Only regular-priced items may be refunded, sale items cannot be refunded.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Shipping
You will be responsible for paying for your own shipping costs for exchanging your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item back to us, you should consider using a trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
