RETURNS POLICY
MESOURI BY PASSION ART JEWELRY (HK) RETURNS AND REFUND POLICY
We offer a 14-day return policy after the product delivery date, which means you have 14 days after receiving your item to request a return. If 14 day have gone by since your item had been delivered, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, 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 a return, you can contact us at orders@mesouri.com with your order number. Please note that return address will be provided upon return request confirmation. If your return 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 return question 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 returns on sale items or gift cards.
There are certain situations where only partial refunds are granted (if applicable): Any item not in its original condition (including packaging), is damaged or missing parts for reasons not due to our error. Any item that is returned more than 14 days after delivery
Exchanges (if applicable)
We only replace items if they are defective or damaged. You may only return your items once for each time a purchase is made. If you need to exchange it for the same item, send us an email at admin@mesouri.com and we will contact you with further instructions.
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately 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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know by email if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at orders@mesouri.com
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 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.