Refund policy

I. Order Cancellation & Modification Policy

All Romalar rings are Made-to-Order, handcrafted from scratch using gold or silver. The production time is typically 6–8 days for Standard Orders and approximately 4-6 days for Rush Orders.

Because custom jewelry involves sourcing precious metals, manual labor, and irreversible processing steps, please carefully verify all design details before placing your order.

1️⃣ Standard Orders

(1) Within 8 hours of placing the order (Production has not started)

You may cancel for free and receive a full refund.
You may modify your order for free, provided the changes do not incur additional costs.

(2) More than 8 hours but within 3 days (Production has commenced)

Cancellation: A fee equivalent to 35% of the order total will be charged to cover production and material costs.
Modification: A 20% modification fee applies. If the changes result in cost variations, the price difference must be paid.

(3) More than 3 days after placing the order (Production is mostly complete)

Cancellation: A fee equivalent to 60% of the order total will be charged to cover incurred production costs.
Modification: A 40% modification fee applies. Additionally, the scope of modifications will be limited by the current production progress.

(4) Orders near completion or already completed

Once the order enters the final production stage or has been completed, cancellations or modifications are no longer available.

2️⃣ Rush Orders

Because Rush Orders are prioritized in the production line immediately upon confirmation, and precious metals and labor resources are allocated instantly:

(1) Within 6 hours of placing the order (Production has not started)

You may cancel for free and receive a full refund.
You may modify your order for free, provided the changes do not incur additional costs.

(2) More than 6 hours after placing the order

Cancellation: Cancellation requests and refunds are not accepted.
Modification: A 40% modification fee applies. If the changes result in cost variations, the price difference must be paid.
Note: Modification requests are subject to production progress. Romalar reserves the right of final judgment on feasibility.

(3) Orders near completion or already completed

Once the order enters the final production stage or has been completed, cancellations or modifications are no longer available.

II. Lifetime After-Sales Care & Maintenance Service

Romalar proudly offers a Lifetime After-Sales Care & Maintenance Service (hereinafter referred to as “the Service”) for all customers who have previously purchased from us.

This Service reflects our long-term commitment to craftsmanship, care, and customer support. It is designed to provide ongoing jewelry maintenance and repair assistance, rather than an unconditional promise of free replacement or full restoration in all cases.

1️⃣ Service Eligibility

This Service is available for life, with no time limitation after purchase
Customers must provide a valid purchase record when contacting customer service

2️⃣ Scope of Service

We provide maintenance and repair support for:

All Romalar products
Non-Romalar jewelry items, as part of our extended care support

Eligible items must meet the following condition:

The jewelry must be structurally intact
Items with irreversible damage, including but not limited to:
- Complete breakage
- Severe bending or deformation
- Structural failure

may not be eligible for repair

3️⃣ Covered Maintenance Services

Depending on the condition of the item, services may include:

Re-setting or tightening loose gemstones
Replacement of missing stones (subject to availability and evaluation)
Re-plating or color restoration for gold-plated jewelry
Cleaning, polishing, and restoring dull or oxidized jewelry

4️⃣ Service Conditions

Customers are responsible for the shipping cost when sending the item to Romalar
Romalar will cover the return shipping cost after service is completed

5️⃣ Service Notes & Limitations

All items must undergo inspection by the Romalar after-sales team before service confirmation
Repair methods, feasibility, and potential costs (if any) will be determined based on the item’s condition
Certain repairs (such as stone replacement or material upgrades) may involve additional charges, which will be clearly communicated and require customer approval before proceeding

III. Exchange and Full Refund Policy (Manufacturer Responsibility)

A Full Refund applies solely to situations where the Romalar After-Sales Team confirms that the issue entirely stems from our manufacturing, craftsmanship, or fulfillment errors. These situations include, but are not limited to:

Gemstones loosening or falling out due to setting/craftsmanship issues under normal wear.
Obvious structural defects that render the product unwearable or unusable.
Severe production errors not caused by human misuse.
The actual item received (style, gemstone type, gemstone size, engraving content, or other key design details) does not match the confirmed order information.

The following situations are NOT covered by this Full Refund Policy:

Subjective dissatisfaction due to personal aesthetic preferences or expectations regarding how the item looks when worn.
Issues caused by incorrect customization information provided by the customer (e.g., wrong ring size, incorrect engraving content, wrong style selection).
Issues caused by normal wear and tear, external forces, or third-party modifications.

2️⃣ Application Timeframe

We recommend contacting us ASAP after receiving the item with a description of the issue.
If a manufacturing or craftsmanship defect is confirmed within 30 days of receipt, this Full Refund Policy applies.
For issues reported after 30 days, we will prioritize repair or replacement solutions.

3️⃣ Resolution Methods

Romalar reserves the right to select one of the following solutions based on the specific situation:

Free Repair
Remake or Replacement
Full Refund

We may require the item to be returned for inspection before confirming the final resolution.

4️⃣ Shipping Costs

If the issue is confirmed to be entirely our responsibility, Romalar will cover reasonable shipping costs for repairs, remakes, or returns (The maximum is 150 dollars).
If the issue is confirmed not to be a manufacturing or craftsmanship defect, related costs shall be borne by the customer.

📌 Romalar reserves the right of final judgment regarding the nature of the issue and the final resolution.

IV. Return Policy (Personal Reasons)

Given that all Romalar products are Made-to-Order according to customer specifications, if you wish to return an item due to personal reasons (i.e., not due to product quality or production errors), you may apply for a return within 30 days of receipt.

To minimize your loss, we offer two refund options:

Standard Refund: Refund 30% of the order amount to your original payment method.
Store Credit Refund: Refund 50% of the order amount as Store Credit.

💡 Example: Assuming the ring price is $100:

If you choose a Cash Refund, you will receive $30.

If you choose Store Credit, you will receive $50.

This Store Credit is valid permanently and can be used immediately for your next purchase at Romalar.

Applicable Conditions

The item must remain in original condition: unworn, undamaged, unmodified, and not repaired by third parties.
The item must not affect secondary recycling or material reuse.
The item must pass the inspection by the Romalar After-Sales Team.

Exclusions

The following situations are NOT eligible for this return policy:

Items with incorrect customization details provided by the customer (e.g., wrong size, engraving, etc.).
Items showing obvious signs of wear, damage, or structural changes.

Return Process

Please contact support@romalarjewelry.com with clear photos of the product and your order number.
Upon confirmation, we will provide the return address.
After receiving and inspecting the returned item, the refund (30% Cash or 50% Store Credit) will be processed within 3–7 business days.

Shipping Costs

All shipping costs and related fees incurred during the return process shall be borne by the customer.

Romalar reserves the final right to judge the condition of returned items and their eligibility under this policy.

V. Trade-In Service

You may apply for our Trade-In Service by submitting photos of your old item and your order number to support@romalarjewelry.com.

Applicable Conditions

The old item must be in good condition, with no obvious human damage or third-party modifications.
Customized or engraved items must be evaluated by the After-Sales Team to determine eligibility.
Romalar reserves the right to accept or reject the old item and determine the final credit amount.

Credit Rules

Once we confirm eligibility, provide the return address, and receive the qualifying old item, you may receive a credit of up to 40% of the original order value to deduct from a new order.
If the old item does not meet the conditions or is damaged upon receipt, the credit will be invalid, and the new order must be paid in full.

Shipping Costs

Return shipping for the old item is borne by the customer.
Shipping for the new item is covered by Romalar.

Romalar reserves the final right of judgment regarding the condition of the old item and the final credit amount.

If you have any questions, please feel free to contact us at any time
Customer Support Email: support@romalarjewelry.com
We are always happy to assist you.