SHUYI
Support
After-sales commitment
Quality we stand behind, with written rules for warranty, replacement and rework.
Warranty
Warranty period & scope
All OEM, ODM and wholesale production carries a 12-month warranty from the date the delivered goods are accepted. For plated pieces the color-retention period is 6 months under normal wear; special materials or techniques follow the contract terms.
Covered — free after-sales service
- Material non-conformity: weight, silver content or gemstone grade below the agreed standard
- Workmanship defects: stones naturally coming loose, weld fractures or structural deformation without external force
- Plating failure: large-area discoloration, base-metal exposure or oxidation blackening under normal wear
- Dimensional deviation beyond the tolerance agreed in the contract
- Marking errors: hallmarks, logos or brand markings different from the approved artwork
Not covered
- Damage from drops, impacts, crushing, pulling or unauthorized alteration
- Normal wear, minor scratches and gradual oxidation from long-term use
- Exposure to perfume, cosmetics, disinfectants, seawater or high heat
- Defects in customer-supplied stones, components or packaging
- Force majeure such as fire, flood or earthquake, or improper storage
- Design changes requested after the approved sample has gone into production
Returns & exchanges
01
Confirmed quality issues
- Choose replacement, rework or a full refund at the original order unit price
- Round-trip freight caused by a confirmed quality issue is paid by the factory
- If a batch exceeds a 5% defect rate, the whole batch may be returned or exchanged at our cost
02
Non-quality returns
- Deeply customized OEM/ODM orders cannot be returned once production is confirmed
- Stock-style orders may be exchanged within 30 days if unopened and resalable, subject to a 15% reprocessing fee and return freight
- Exclusive-mold orders are not returnable for non-quality reasons; mold ownership follows the contract
Client support
Still have a question?
Send your inquiry and the trade team replies within one business day with factory-confirmed answers.
Contact the trade team