Refund & Return Policy

Important Notice — International Returns
Gransky Jewellery is based in Hong Kong. All eligible returns must be shipped to our Hong Kong address at the customer's expense, including postage, tracking, secure packaging and insurance. Customers should consider potential return shipping costs before purchasing. This does not affect any rights provided by applicable law.

Our Commitment
We want you to be completely satisfied with your purchase. If for any reason you are not, please contact us and we will do our best to assist you.

Order Cancellations
Cancellation requests must be submitted within 12 hours of order placement by emailing matt@granskyjewellery.com with your order number. A cancellation request is not considered accepted until we confirm it in writing.

Once an order has been fulfilled and dispatched, cancellation is no longer possible. Please refer to the return process below if you wish to return a dispatched order.

Return Eligibility
Returns are accepted within 30 calendar days of the carrier-confirmed delivery date. Return requests submitted after this window may be declined.

To be eligible for a return, items must be:

  • Unused, unworn, and unaltered
  • In their original condition and packaging
  • Accompanied by all original components including certificates of authenticity, tags, and any complimentary gifts received

Non-Returnable Items
The following are not eligible for return:

  • Customised or personalised pieces
  • Made-to-order items
  • Items modified, resized, or repaired by another jeweller

Natural Jadeite Characteristics
Natural jadeite is formed by nature, and each piece displays individual variations in colour, translucency, internal structure and surface texture. Product photographs represent the actual item as accurately as reasonably possible, though lighting and screen settings may affect how colours appear.

These natural characteristics do not, by themselves, mean that an item is defective or not as described. Eligible change-of-mind returns remain subject to the terms of this policy.

Return Process — Pre-Approval Required
All returns require prior authorisation. To initiate a return:

  1. Email matt@granskyjewellery.com within 30 days of delivery with your order number and reason for return
  2. Await your Return Merchandise Authorisation (RMA) number and return instructions
  3. Dispatch the item within 7 calendar days of receiving your RMA, using a tracked and insured service
  4. Provide your tracking number to us promptly after dispatch

Items returned without a valid RMA number may be refused and returned to the sender at their expense with no refund issued. A return request does not mean a refund has been approved or issued — all returns are subject to inspection upon receipt.

Return Shipping Costs
Customers are responsible for all return shipping costs to Hong Kong, including postage, tracking, secure packaging and insurance. Any separately paid shipping upgrade or add-on delivery service is non-refundable for change-of-mind returns, where permitted by applicable law. We cannot be held responsible for items lost or damaged in return transit.

Restocking Fee
A restocking fee of 15% applies to change-of-mind returns where the total merchandise value is USD $500 or above. This fee does not apply where a return is required due to an error on our part or a genuinely defective item.

Damage Claims
Any claims for damaged, defective, or incorrect items must be reported within 3 calendar days of carrier-confirmed delivery with clear photographs of the item, inner packaging, outer packaging, and shipping label. Claims submitted after this window may not be accepted.

Gemological Certificates
Gemological certificates issued by independent laboratories are documents certifying the stone itself. The cost of certification is non-refundable once the certification service has been completed, as it represents a third-party service independent of the jewellery purchase.

Refund Processing
Once your return is received and inspected, refunds will be processed within 2–4 business days to your original payment method. Please allow a further 5–9 business days for the credit to appear in your account depending on your bank or payment provider. We will notify you once your refund has been submitted.

Warranty & Repairs
All items purchased from Gransky Jewellery come with a 2-year warranty covering re-polishing and cleaning, gemstone tightening, and gold plate re-plating where applicable. This warranty applies only to items purchased directly from Gransky Jewellery. Repairs within 30 days of delivery are carried out free of charge; however, the customer is responsible for return shipping costs to Hong Kong. After 30 days, the customer bears all shipping, insurance, and handling costs associated with repairs.

For all return, refund or warranty enquiries: matt@granskyjewellery.com | +852-68839628