**Last updated:** September 2, 2026
At Avenora Atelier, every piece is inspected for quality, finish, and packaging before it leaves our facility. Because our collection is supplied to retailers, boutiques, and end customers from China, we use a clear, evidence-based after-sales process so quality issues are handled quickly and fairly.
This policy applies to stock orders placed through our online store and to wholesale orders placed under agreed order terms. For custom, OEM/ODM, and wholesale orders, the terms confirmed in your quote or contract take priority where they differ from this page.
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## 1. Our Quality Promise
We stand behind the condition of the jewelry at the time of delivery. This covers:
- Items damaged in transit
- Manufacturing defects
- Incorrect item or variant received
- Missing items from an order
- Stones, findings, or clasps that are loose or faulty on arrival
Normal wear and tear, changes in color of plated surfaces over time, and damage caused after delivery are not manufacturing quality issues.
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## 2. Inspect Your Order Within 3 Days
You are responsible for inspecting your order promptly. To make a quality claim, please contact us **within 3 calendar days of delivery** with:
- Your order number and the affected SKU
- Clear photos of the item and, where relevant, the issue close-up
- A short video if the issue is functional, such as a broken clasp or loose stone
- The parcel label or packaging photo if the item may have been damaged in transit
If damage or a missing item appears to be related to the shipment, please keep all original packaging until we finish reviewing the claim. Claims received after the inspection window may still be considered at our discretion, but our ability to investigate the issue may be limited.
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## 3. How to Submit a Quality Claim
Email us at **beauty.box03@hotmail.com** or message us on WhatsApp at **+86 135 6021 4585**.
Use this subject line so we can locate your order quickly:
> Quality Claim - Order #[Your Order Number]
Include the information listed in Section 2. Our team usually responds within one business day. We may ask for additional photos or a short video before confirming the solution.
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## 4. Approved Resolution Options
After we verify the issue, we will offer the most practical option based on the product, order value, and stock availability:
- **Replacement:** We send a new item of the same SKU, or an agreed equivalent when the original style or metal option is no longer available.
- **Repair:** We arrange repair at no charge for defects covered by this policy.
- **Refund or store credit:** We may offer a full or partial refund, or a credit toward a future order, when replacement or repair is not practical.
- **Reshipment of missing items:** Missing pieces confirmed as part of the original order are reshipped or refunded.
For wholesale and B2B orders, we generally prioritize replacement, repair, or credit toward your next order over cash refunds. Refunds are available when no other resolution reasonably solves the issue.
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## 5. Return Authorization
Do not send any item back without receiving a return authorization from us.
If a return is authorized, we will provide clear instructions, including the reference number and the address to use. Items returned without authorization may be declined, delayed, or returned to sender.
For confirmed quality issues that are low in value, we may resolve the claim without requiring the original item to be shipped back. For higher-value, wholesale, or custom pieces, we may require the item to be returned for inspection before replacement or refund.
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## 6. What Is Not Returnable
The following are not eligible for returns or exchanges:
- Custom, personalized, engraved, or resized pieces
- OEM/ODM orders and private-label production
- Wholesale orders after production has started, except for confirmed quality issues covered under the agreed terms
- Sample orders, unless otherwise agreed
- Clearance or final-sale items
- Gift cards and digital items
Change of mind, incorrect size selection, and slow sales are generally not accepted as quality reasons for return.
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## 7. What Is Not Covered
This policy does not cover:
- Damage from normal wear, impact, chemicals, water exposure, or improper care
- Alterations or repairs performed by a third party
- Loss or theft after the carrier confirms delivery
- Damage caused by removing, adding, or changing stones after delivery
- Cosmetic changes that are a normal characteristic of the material, such as minor plated-surface wear over time
- Transit delays, customs clearance delays, or destination duties and taxes
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## 8. Exchange and Resize Requests
We may approve a size exchange for standard, unworn stock rings when the size you need is available.
If an exchange is approved outside a confirmed quality claim, the buyer covers return shipping and any shipping cost for the replacement item. The item must be unworn, undamaged, and returned in original packaging before we dispatch the new size.
Custom and wholesale orders cannot be exchanged under this discretionary process.
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## 9. Refunds
Once a refund is approved, we will process it to the original payment method within **5-10 business days**.
Refunds may take additional time to appear in your account depending on your bank or payment provider. Original shipping charges, import duties, and customs fees are not refundable unless the issue was our error or the item was damaged in transit.
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## 10. Wholesale and Business Orders
Wholesale customers should submit claims by order number and SKU, with the same photo or video evidence described above.
For confirmed quality issues on wholesale orders, our preferred resolutions are:
- Replacement on the next shipment or a dedicated reshipment
- Repair or rework at our facility
- Credit toward a future order
Claims based on market demand, price changes, or slow-moving stock are not accepted as quality claims. Bulk orders may be subject to an agreed defect-rate allowance in the quote or contract; claims beyond that allowance are handled under the same agreed terms.
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## 11. Your Statutory Rights
Nothing in this policy limits rights you may have under mandatory consumer protection laws in your country or state. If a local law requires a longer inspection period, return window, or other remedy, the local law applies.
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## 12. Contact Us
If you have any questions before placing an order, please contact us and we will confirm the after-sales terms for your order type.
- **Email:** beauty.box03@hotmail.com
- **WhatsApp:** +86 135 6021 4585
- **Business hours:** Monday to Saturday
- **Response time:** Usually within one business day
Please always include your order number so we can help you faster.