ORDER SUBMISSION
Once you submit your order, a credit card authorisation hold occurs for the full amount. An authorisation checks if your credit card is valid and that you have sufficient funds to complete the online transaction. The total amount of the online transaction is held and deducted from your credit card limit. Even though the funds are held and deducted from your credit limit, the funds are not automatically transferred to us until we capture the funds. Typically we try to capture funds and ship your order within a 7 days. However, some pieces may take longer to produce and therefore may not ship for 3-6 weeks from date of order.
AUTHORISATION
The credit card authorisation period can last up to 7 days in which we are able to issue a credit card capture to retrieve the funds from your account. If the credit card authorisation has not been captured within 7 days the authorisation becomes void. The funds are no longer held from your account and are put back into your account. The length of time it takes for the funds to be put back depends on your credit card issuing bank but is usually 3-5 business days.
VERIFICATION
Depending on the nature of the transaction, the order may be sent to “Verification”. In this process, you will be sent an email requesting some form of identification (License, Passport, etc.) as well as the credit card used for the purchase (Last 4 digits). In some extreme cases, you maybe asked to send a photo of yourself holding both items. This is done to ensure that the person placing the order is, in fact, the cardholder. Keep in mind that we do not save these emails in our servers, but rather attach them to your customer profile so that you can avoid this process in the future should you place a future order.
PRODUCTION
We do our best to turn orders around as quickly as possible, but some items can take up to 6-8 weeks to receive. If you need something by a certain date or would like to expedite shipping, please make sure to put that in the notes section of your order, or send us an email at [email protected] We will always do our best to accommodate your requests and we appreciate your understanding and patience.
CANCELLATION POLICY
You may request to cancel your order and we will issue you a full refund unless the production has already started, or your order has been shipped. In these cases, restocking fees and shipping fees will be deducted from your refund. To request a cancelation, please email [email protected] with the subject “Cancel my order # [your order number]”. The order will be canceled within 24 hours upon receipt of the request. *Custom jewellery projects and layaway orders are exempt from this cancellation policy. Please see the “Layaway Policy” and your “Custom Jewellery Agreement”.
LAYAWAY POLICY
Layaway requires a 10% deposit of the items total for a product priced up to $1499.99 and a 5% deposit for the products over $1500.00. If you wish to deposit over 5% for a $1,500.00 item, please contact our Sales Representative at [email protected] or use our contact form for more information. Final payment must be made within 2 years. How you choose to pay for the item is at your discretion. Items are not shipped until paid in full.
Any cancellations will result in a refund in the form of a credit towards a future purchase. Payments made towards a custom item are non-refundable. Layaway guarantees the price of the item, not availability. If the item is no longer available after your order is completely paid off, please allow for 2 to 8 weeks to complete the production of the item. In the case of the Force Majeure events*, HAOYANG maintains the right to cancel and fully refund all deposits made towards layaway orders.
GUARANTEES
HAOYANG is the most secure diamond jewellery website online today. We use secure HTTPS protocol during checkout for 100% client information protection. There is no better way to secure your money than with a jewellery purchase. Historically, diamonds have gone up in value every year since such rare commodities never go out of fashion. The same goes for gold, as can be seen from its price over the last few years. As we produce and manufacture all of our products, we provide our customers with high quality products at a competitive price. It is our goal to match any sized budget for the gemstone or jewellery investment you’ll make. HAOYANG is always here to help you make the best purchase possible.
RETURNS POLICY
If you are not satisfied with your purchase, you can return the merchandise. A return must be made within 7 days of receiving* the item. You should include all of the products instructions, documents and wrappings when returning your items, we will not be able to issue any refunds if any items are missing. A refund will be issued to the original form of tender within 10 days once the item is returned. *Receiving is the estimated date on which the item will be delivered (this date is determined by the shipping company). Any shipping costs for the item will not be refunded.
All returned items will be inspected to determine any use or if any modifications were made. If the returned items have already underwent considerable use (items have been worn or damaged, and is not in the original saleable condition as when purchased) or modifications (such as ring re-sizing, non-factory set diamonds, etc.), this disqualifies the buyer from a refund and the purchased item will be sent back to buyer. You should take reasonable care of the purchased goods while they are in your possession if you wish to return any items.
NOTE: due to health protection and hygiene reasons, we are unable to provide a return if items were unsealed after delivery.
Any custom work (including resizing, custom order, any dipping of gold, etc.) will be exempt from all return and exchange policies. This work (item) is designed for a specific individual and therefore cannot be accepted under any pre-existing terms. Any customisations made to an existing product such as personalised engravings, size modifications, change of colour or materials, or requesting a specific stone are also considered custom work. Any layaway orders canceled or returned will be in the form of store credit, money back refunds are not applicable to layaway orders. Payments made towards a custom item are non refundable. There are no returns or exchanges on Rolex Watches.
Returns with our merchandise are quite rare as we take great means to provide you your merchandise in the best possible way. In any case, we guarantee to provide you the best shopping experience at HAOYANG.
NOTE: Please do not send items back to us for return after 7 days period. If you do so, we will hold your package until you pay for the shipping back or we will have the shipping company charge you for any shipping costs and import duties.
PAYMENT OPTIONS
The card holders bank may charge a currency conversion fee. HAOYANG can accept a variety of payment types. When you purchase an item through our system, you will have the option of paying with a VISA, MasterCard, American Express, or Discover card. However we do accept other types of payments such as:
Check
Money Order
PayPal
Wire Transfer
Cash (By Appointment)
To use any of the payment methods mentioned above, you will have to contact a Customer Representative.
In some rare cases, credit card payments will have to be verified, whenever we determine a payment verification is necessary, our representative will call you shortly after we receive your payment to verify some key information, such as your shipping address. We take this extra precaution to make sure that you authorised the purchase made on your credit card.
SHIPPING AND DELIVERIES
We will only ship orders to the billing address associated with the purchasing credit/debit card. All online purchases include a distinctive HAOYANG gift box, which is packaged into a secure, non-branded postal pack. Most items are made-to-order and ships within 3 to 6 weeks. Upon dispatch, you will receive an e-mail confirmation with your tracking number.
If you need an item by a certain date, this can be arranged. Please call any of our Customer Representatives if you wish to make this type of request. For all international orders (including UK, EU and North America), we are not responsible for any duty fees customs may charge you. Usually we can declare items so they won’t be charged extra, please contact us at: [email protected] For more information on Tax and Duties, and Delivery Rates, please refer to our Packaging and Deliveries section.
PICK UP
In order to pick up your online purchase in store, you will need to contact us at [email protected] or your sales representative and request an order pick up approval. Once your order is approved for pick up, you will receive an email confirmation. Follow the instruction in the email and bring your Government Issued Photo ID as well as credit/debit cards you used as payment method for this order. We will have to verify cardholder’s identity prior to giving the order. Orders only can be picked up by the CARDHOLDER, the person who made this payment. Please note that all picked up items will be exempt from our return and exchange policies according to the Taiwanese Consumer Protection Act.
STONE SETTING
Almost every ring on our website is available for purchase, regardless of whether or not you purchase a loose diamond from us. Many rings, however, cannot be manufactured unless we have the diamond in our possession. Tension settings, rings with diamond halos, and other unique designs fall into that category. For diamonds and gemstones purchased outside of our store, we require that you send the diamond to our offices and charge a $100 setting fee. For more information, please contact our offices and we will provide you with an exact shipping and insurance quotation.
Please Note: while we will take every precaution to ensure that your diamond is professionally mounted into our ring setting, HAOYANG cannot be responsible for any damage that may occur during the setting process. CZ (cubic zirconia), diamond simulants, clarity-enhanced diamonds, gemstones, or other diamond substitutes are particularly prone to damage.
Any diamond stimulants or enhanced diamonds should be clearly marked as such when sent to our offices. We also reserve the right to charge additional fees for diamonds or gemstones that are greater than 5mm in diameter.
LIFE TIME WARRANTY
We stand behind our products and warrant that all items will be free from manufacturing defects for the life of the products. If you believe your item has a manufacturing defect, you may send it to us for inspection. If we determine your merchandise is damaged due to a manufacturing defect, we will repair the merchandise or, if we deem appropriate, replace the item. If the item is no longer available, we may, in its discretion, replace with like-kind or allow a refund equal to the selling price of the original item or component. If we determine that the damage is not caused by a manufacturing defect, then we will notify you and let you know if repair services are available at cost or otherwise.
Please note that slight irregularities and variations in craftsmanship or natural characteristics, or internal inclusions, visible or otherwise, in diamonds and gemstones are unique and individual to each item. These characteristics are considered as part of the character of the item, and is not considered as a manufacturing defect.
We recommend having your diamond ring cleaned and inspected every six months or if it undergoes any potential trauma. Inspections may help prevent the loss of a stone and extend the life of your jewellery. This cleaning and inspection service is free under our warranty to our customers. Any repairs to your ring mounting can also be done at this time at cost. *We are not responsible for any return shipping under our warranty; however, you may bring your items to our office or retail locations to avoid additional shipping fees.
We will resize your ring once for free within the first year of your purchase, including free return shipping within Taiwan and Mainland China for the first resize. International customers pay a small return shipping fee depending on your location. *Some rings cannot be resized and will need to be remanufactured. This may be due to a size restriction, falling outside of the recommended range, or due to the design style. Upon receipt and inspection of your ring, you will be notified prior to any work being done to discuss the charge to remanufacture your ring.
During the resize process small amounts of metal will be added or removed to increase or decrease the size as needed. As a result, your ring may be slightly thicker or thinner when completed. This is a minor difference and may or may not be discernible to you. Your resized ring will be inspected to ensure that our high standards are met and that your ring has been fitted to the size that you need. For more information, please contact us at [email protected]
The foregoing Manufacturer Warranty and Complimentary Services are available only to the person who purchased the product from us. Maintenance, repair, sizing or other service performed by someone other than us will void your Manufacturer Warranty. Fine jewellery is not impervious to normal wear, activities or trauma. This is particularly true for rings since hands are regularly subjected to considerable abuse. We do not provide warranties for damage due to normal wear, product loss, loss of stones or theft. Damage or loss that results from failure to obtain repairs necessary to maintain the integrity of the product are also not covered.
Some examples of common jewellery issues that would not be considered manufacturing defects include:
Discolouration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
Prongs and precious metals, in general, wear over time and may require “building up” or restoration work as normal wear.
Bent, caught or worn out prongs(s) allowing a stone to fall out or be lost due to normal wear or other damage.
Lost stone or a stone has fallen out due to chipping or breaking caused by normal wear or other damage.
FORCE MAJEURE
No party shall be liable or responsible to the other party, nor be deemed to have defaulted under or breached this Agreement, for any failure or delay in fulfilling or performing any term of this Agreement (except for any obligations to make payments to the other party hereunder), when and to the extent such failure or delay is caused by or results from acts beyond the impacted party’s (“Impacted Party”) control, including, but not limited to, the following force majeure events (“Force Majeure Events”): (a) acts of God; (b) a natural disaster (fires, explosions, lockdowns, blackouts, earthquakes, hurricanes, flooding, storms, infestations), epidemic, or pandemic; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order or law; (e) actions, embargoes or blockades in effect on or after the date of this Agreement; (f) action by any governmental authority; (g) national or regional emergency; (h) strikes, labor stoppages or slowdowns or other industrial disturbances; (i) shortage of adequate power or transportation facilities, and (j) economic disaster, hyperinflation, dollar devaluation and stock market collapse. The Impacted Party shall give Notice within 15 days of the Force Majeure Event to the other party, stating the period of time the occurrence is expected to continue. The Impacted Party shall use diligent efforts to end the failure or delay and ensure the effects of such Force Majeure Event are minimized. The Impacted Party shall resume the performance of its obligations as soon as reasonably practicable after the removal of the cause. In the event that the Impacted Party’s failure or delay remains uncured for a period of 15 days following Notice given by it, the other party may thereafter terminate this Agreement upon Notice.
CHANGES
We may update this policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.