Refund policy

Return & Exchange Policy

We want you to love your Caiyu piece. If something isn’t quite right, we’re happy to help.

Returns
You may return unworn items within 30 days of delivery for a refund to your original payment method. Items must be in the same condition you received them, unworn and undamaged, with all original packaging. We may reduce your refund if an item has been worn, damaged, or handled more than necessary.

How to start a return
Please email us at hello@caiyu.jewelry with your order number before sending anything back. We’ll reply with return instructions. Unless the item arrived damaged or incorrect, you are responsible for return shipping costs. We recommend a tracked, insured service, since we can’t be responsible for items lost in transit.

Exchanges
Need a different size or style? Email us before returning your item and we’ll go over exchange options, subject to availability.

Damaged or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us within 3 days of delivery with photos and we’ll make it right.

Non-returnable items
The following cannot be returned or exchanged: sale and clearance items, custom or personalized pieces, and earrings (for hygiene reasons). Any other exceptions will be noted on the product page or at the time of purchase.

Natural gemstones
Each Caiyu piece is made with natural gemstones, so small differences in color, pattern, and inclusions are normal and are part of each stone’s character. These variations are not considered defects.

Refunds
Once we receive and inspect your return, we’ll email you to let you know if your refund is approved. Approved refunds go back to your original payment method. Your bank may need a few extra days to post it. If you haven’t seen your refund after that, please contact us.

In-person purchases
Items bought at markets and pop-ups follow the same policy. Please keep your receipt.

Contact
To start a return, ask about an exchange, cancel an order, or report a damaged item, email us at hello@caiyu.jewelry.