Refund policy

REFUND POLICY

Last updated: 16 October 2026

We want you to be happy with your Elementa piece. If something is not right, here is how refunds work.

1. OUR PROMISE - NO RETURN NEEDED
We do not ask you to send anything back.

Our pieces are made in and shipped from China, so the cost and complexity of returning a parcel internationally would often be greater than the value of the item itself. Instead, if you are not happy with your order, we simply refund you - you are welcome to keep the piece or pass it on to someone who will enjoy it.

2. HOW LONG YOU HAVE
You can request a refund within 14 days of receiving your order.

If your parcel has not arrived at all, please see section 8 of our Shipping Policy. We will open an investigation with the carrier and either resend your order or refund you in full - your choice.

3. HOW TO REQUEST A REFUND
Email admin@elementajewelry.com with:
- your order number;
- the email address used to place the order; and
- a short description of what is not right, with photos where relevant.

We aim to reply within one business day.

4. DAMAGED OR INCORRECT ITEMS
Natural stone is fragile in transit. If your piece arrives damaged, or you received the wrong item, email us within 7 days of delivery with your order number and photos of the item and its packaging. We will send a replacement or issue a full refund - your choice.

Please keep the damaged item and its packaging until your claim is resolved, in case the carrier asks us for evidence. We do not need it shipped back to us.

5. REFUNDS FOR OTHER REASONS
If you changed your mind, or the piece was not as you expected, we will refund the price you paid for the item. In this case the original shipping charge is not refunded.

6. WHAT WE CANNOT REFUND
- Personal Five Elements Readings (our hand-written report). These are prepared individually for you and are non-refundable once delivered. If you have not yet received your reading, contact us and we will review your request.
- Gift cards.
- Pieces that have been resized, altered or repaired by a third party after delivery.

7. CANCELLATIONS
You can cancel an order free of charge before it is dispatched. Email admin@elementajewelry.com as soon as possible. If your order has already been dispatched, sections 1 to 5 above apply.

8. HOW REFUNDS ARE PAID
Approved refunds are issued to your original payment method (PayPal or card) within 5-10 business days of approval. Your bank or payment provider may take additional time to post the credit. We will email you when the refund has been issued.

9. NATURAL STONE VARIATION
Every crystal and gemstone is unique. Differences in colour, transparency, inclusions, veining and pattern are natural characteristics of the material and are not defects. Our product photos show the actual type of stone we sell; slight variation between the photo and your piece is normal and is not in itself a valid reason for a refund unless the item is materially different from what you ordered.

10. STATUTORY RIGHTS
Nothing in this policy limits any statutory right you have under the consumer law of your country of residence. Where your local law gives you a longer period or a stronger remedy than this policy does, that law applies to your order.

11. CONTACT
Suzhou Yaocheng Culture Communication Co., Ltd.
Email: admin@elementajewelry.com
Room 1, 3rd Floor, Building 36, Shuangyin International Financial City, Guoxiang Subdistrict, Wuzhong Economic Development Zone, Wuzhong District, Suzhou, Jiangsu, China