Return Refund Policy

Operator: FENGHAN LIMITED
 
Website: https://melaniedawnllc.com/
 
This Return & Refund Policy governs all purchases made through the official website https://melaniedawnllc.com/ (the “Website”), including retail jewelry pieces, wholesale prepacks, and custom/team spirit jewelry sets (collectively the “Products”). We strive to ensure your complete satisfaction with every purchase, and this policy outlines the terms, conditions, and procedures for returns, exchanges, and refunds for our valued customers and wholesale partners. By purchasing our Products, you agree to abide by the terms set forth in this policy.
 

1. Eligibility for Returns & Exchanges

 
To be eligible for a return, exchange, or refund, your request must meet the following core criteria:
 
  • The return request is submitted within 14 calendar days of the date of delivery (as confirmed by the shipping carrier’s tracking information).
  • The Product is in its original, unused condition – no signs of wear, damage, tampering, or alteration (e.g., no scratches on metal pieces, unopened packaging, intact tags/labels, unused beads/charms).
  • All original packaging, accessories, and accompanying documentation (e.g., product cards, wholesale linesheets, impact explanation cards) are included with the returned item.
  • The Product is not a custom or personalized item (e.g., Team Spirit Bracelet Bar, custom faith-based jewelry sets) or a clearance/sale final product (marked as “Final Sale” on the product page at checkout).
 

Non-Eligible Items

 
Returns will not be accepted for the following, and no refunds/exchanges will be issued:
 
  • Custom, personalized, or made-to-order Products.
  • Final Sale/clearance items (marked explicitly on the Website).
  • Products that have been worn, damaged, modified, or misused by the customer.
  • Products returned without original packaging, tags, or accompanying documentation.
  • Return requests submitted after the 14-day delivery window.
  • Wholesale prepacks that have been opened, unpacked, or have missing pieces (wholesale prepacks are inspected for completeness prior to shipping).
 

2. Return & Exchange Procedure

 
All returns and exchanges require prior authorization from our customer service team – unauthorised returns sent to our physical address will not be processed, and we reserve the right to return the item to you at your cost. Follow these steps to initiate a return/exchange:
 
  1. Submit a Request: Email our customer service team at service@melaniedawnllc.com with the subject line: Return/Exchange Request – [Your Order Number]. Include the following details in your email:
    • Your full name, order number, and delivery address.
    • The Product name(s), quantity, and reason for return/exchange (e.g., defective item, wrong size, change of mind).
    • Clear photos/videos of the Product (and packaging) to verify its condition (required for defective item claims).
     
  2. Receive Authorization: Our team will review your request within 3 business days and send you a Return Authorization (RA) Number and a pre-approved return shipping address (RM 1D 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONG KOK, KLN, HKSAR) if your request is eligible.
  3. Ship the Item: Package the eligible Product securely with the original packaging, tags, and documentation. Write the RA Number clearly on the outer packaging (this is required for processing). You are responsible for the cost of return shipping and ensuring the Product is delivered safely to our address – we are not liable for lost, stolen, or damaged items during return shipping.
  4. Our Inspection: Upon receipt of the returned item, our team will inspect it within 5 business days to verify eligibility (condition, packaging, RA Number). We will notify you via email of the inspection result (approval or rejection).
 

3. Refund Terms & Processing

 
Refunds will only be issued for eligible returned items that pass our inspection, and are processed in accordance with the following terms:
 
  • Refund Method: Refunds will be issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal). We do not offer cash refunds under any circumstances.
  • Processing Time: Refund requests are processed within 3–7 business days after inspection approval. The time for the refund to reflect in your account depends on your payment provider’s processing rules (typically 5–10 business days for credit/debit cards, 2–3 business days for digital payment methods).
  • Deductions from Refunds: We reserve the right to deduct the following costs from your refund amount (where applicable):
    • Original shipping fees (excluding free shipping promotions – free shipping fees are non-deductible).
    • Restocking fees (10% of the Product’s retail price) for returns due to “change of mind” (no restocking fee for defective or wrong items shipped by us).
    • Cost of replacement packaging (if the original packaging is lost/damaged).
     
  • Wholesale Refunds: For wholesale prepack/Product returns, refunds are issued for the prepack price paid (excluding original shipping, if applicable) and follow the same processing timeline – no restocking fees for wholesale returns due to defective items.
 

4. Exchange Terms

 
Exchanges are available for eligible Products (in lieu of a refund) and are subject to the following:
 
  • Exchanges are limited to the same Product (same style/size/quantity) or a Product of equal or higher retail value (you will be responsible for paying the price difference for higher-value items).
  • We will ship the exchanged Product to you for free (within Hong Kong SAR) once the returned item passes inspection. For international shipments, standard shipping fees apply (to be paid prior to shipping the exchanged item).
  • Exchanged Products are subject to stock availability – if the requested Product is out of stock, we will offer a full refund instead.
 

5. Defective & Damaged Items

 
We take great care in inspecting all Products prior to shipping, but if you receive a defective, damaged, or incorrect item (e.g., wrong style/size, missing pieces), we will resolve the issue at our cost (no return shipping fees, no restocking fees) under the following conditions:
 
  1. You notify us via email (service@melaniedawnllc.com) within 3 calendar days of delivery, with clear photos/videos of the defect/damage/incorrect item and packaging.
  2. You follow the authorized return procedure (we will provide a pre-paid return shipping label for eligible defective/damaged items).
  3. Upon inspection, we will issue a full refund, exchange the item for a new one, or repair the defective item (where feasible) – your choice of resolution.
 
We are not liable for damage to Products caused by shipping carriers after delivery, accidental damage, misuse, or normal wear and tear (e.g., tarnishing from regular use, broken beads from rough handling).
 

6. Wholesale Partner Specific Terms

 
For wholesale account holders purchasing prepacks, Bracelet Bars, or starter kits:
 
  • All wholesale returns must be submitted within 21 calendar days of delivery (extended window for wholesale partners).
  • Wholesale prepacks must be returned in sealed, unopened condition (no unpacking, no missing pieces) to be eligible for a refund/exchange.
  • Bulk order returns (10+ items) require a minimum 7-day advance notice to our customer service team.
  • Free shipping promotions for wholesale orders are non-refundable, and original shipping fees for bulk orders are only refunded for defective/damaged items.
 

7. Shipping & Delivery Liabilities

 
  • FENGHAN LIMITED is not liable for lost, stolen, or delayed shipments once the Product has been handed over to the shipping carrier and a delivery confirmation/tracking number has been provided to you.
  • If a shipment is marked as “delivered” by the carrier but you have not received the item, you must file a claim directly with the shipping carrier – our team will provide all necessary order documentation to support your claim.
  • For international shipments, customs duties, taxes, and fees are the sole responsibility of the customer/wholesale partner – these charges are non-refundable, even if the item is returned.
 

8. Cancellations

 
  • Order Cancellations: You may cancel your order only if it has not yet been shipped (marked as “Processing” on the Website/order confirmation). Email our team at service@melaniedawnllc.com with your order number to request cancellation – approved cancellations will receive a full refund (excluding any pre-paid shipping fees).
  • Shipped Orders: Once an order is marked as “Shipped”, cancellations are no longer available – you must follow the return procedure outlined in this policy.
 

9. Changes to This Policy

 
FENGHAN LIMITED reserves the right to update, modify, or revise this Return & Refund Policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our Website (https://melaniedawnllc.com/), and the Effective Date at the top of this policy will be updated accordingly. Your continued use of our Website and purchase of our Products after the posting of revised terms constitutes your acceptance of the updated policy. We encourage you to review this policy periodically for any changes.
 

10. Contact Us

 
If you have any questions, concerns, or need assistance with a return, exchange, or refund request, please contact our customer service team at:
 
  • Email: service@melaniedawnllc.com (response within 3 business days)
  • Physical Address: RM 1D 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONG KOK, KLN, HKSAR
 
We will work with you to resolve any issues promptly and ensure a positive shopping experience with FENGHAN LIMITED and melaniedawnllc.com.