Return and Refund Policy

At cabouty, we want you to love your new jewelry. We strive to provide detailed descriptions and high-quality images so you can make the best choice for your personal style. However, we understand that sometimes a piece might not meet your expectations. This policy outlines how we handle returns and refunds.

1. Return Eligibility

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following criteria:

  • Condition: In the same condition as you received it (undamaged, without scratches, and complete).

  • Packaging: Must be in the original packaging, including the jewelry box, pouches, and any certificates of authenticity or tags.

  • Status: Unused and unworn.

  • Proof: A receipt or proof of purchase is required.

Note: Please do not discard the original jewelry box or protective packaging until you are certain you will keep the item. We cannot accept returns without the original branded packaging.

2. How to Initiate a Return

To start a return, please contact our support team at heraldhk@heraldgroup.com.hk. The Process:

  1. Email us with your order number and the reason for the return.

  2. If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.

Important: Items sent back to us without first requesting a return will strictly not be accepted.

3. Damages & Manufacturing Defects

Please inspect your jewelry immediately upon delivery.

  • Shipping Damage: If the package arrives visibly damaged, please take photos before opening it.

  • Quality Issues: If the item is defective (e.g., faulty clasp, missing stones), damaged, or you received the wrong item, contact us immediately at heraldhk@heraldgroup.com.hk so we can evaluate the issue and make it right.

4. Exceptions / Non-Returnable Items

Certain types of items cannot be returned:

  • Custom Orders: Personalized, engraved, or custom-made products.

  • Final Sale: Items marked as "Clearance" or "Final Sale."

  • Hygiene Items: For health and safety reasons, earrings may be subject to stricter return reviews if the hygiene seal or packaging has been tampered with.

  • Used Items: Jewelry that shows signs of wear, perfume scents, or modification is not eligible for return.

5. Exchanges

The fastest way to ensure you get the piece you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unworn condition and packaging.

7. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timing: Please allow 5–10 business days for the refund to process.

  • Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at heraldhk@heraldgroup.com.hk.

8. Return Address

Please Do Not Ship Without Authorization. You must contact support to receive the correct return instructions. Unauthorized returns sent to our office address may be rejected.

Company Correspondence Address: Herald Holdings Limited 3110, 31/F., Tower Two, Lippo Centre, 89 Queensway, Hong Kong.