International Returns, Cancellations & Exchanges

We want you to love your KUGOLD pieces with absolute confidence. Because we maintain an open, honest, and factory-direct business model, we provide a structured international return framework tailored to your region.

⚠️ Critical Global Logistics & Return Notice

To maintain absolute metal purity tracking and strict quality control, all international returns (including orders placed from the United States, Canada, Europe, the United Kingdom, and Australia) must be shipped back to our Centralized Asian Quality Inspection & Return Hub in China.

Before purchasing, please carefully review our sizing charts. If you are ordering internationally and have constraints regarding international return shipping, feel free to consult our care team at support@kugold.com for expert guidance before placing your order.

🇪🇺 Special Notice for European Union Customers (EU Directive)

In strict compliance with the EU Consumer Rights Directive regarding distance contracts, KUGOLD fully supports your European legal rights:

1. The 14-Day Right of Withdrawal: If you are an EU resident, you have the right to withdraw from this contract and cancel your purchase within 14 days from the day you received your package, without giving any reason.
2. The “Easy-Cancellation” Button: You can exercise this right instantly by clicking the “Cancel Order / Initiate Return” button located in our website footer or order tracking page. No account login or prior customer service friction is required.
3. EU Return Shipping Cost & Address: Please be fully advised before utilizing the withdrawal button: EU residents are legally responsible for covering the direct international trackable shipping costs to send the precious metal item back to our Centralized Asian Quality Inspection Hub in China.

General Return Eligibility Requirements

To maintain our standards as a certified precious metal manufacturer, all returned items (including EU and US orders) must comply with the following physical policies:

1. Pristine State: Items must be entirely unworn, unaltered, free of surface scratches, and returned with all original security tags attached.
2. Complete Packaging: Jewelry must be secured inside its original KUGOLD gift box and fabric pouch.
3. Strict Earring Hygiene Clause: For strict public health and safety regulations regarding body piercings, all earrings and piercing studs cannot be returned or exchanged if their protective hygienic tamper-evident seal has been broken or altered. (EU Law Exception: This hygienic seal restriction explicitly supersedes the standard 14-day EU right of withdrawal for safety and health protection reasons under EU Directive Article 16(e)).
4. Final Sale & Custom Items: Custom-crafted pieces, 20-day personalized commissions, or custom engravings are engineered uniquely for you and are entirely ineligible for standard returns or EU statutory withdrawal.

How to Execute Your Return / EU Withdrawal

1. Option A: Email our care desk at support@kugold.com with your Order Number.
2. Option B (For EU Residents): Click the “Cancel Order / Initiate Return” button at the bottom of our site, fill out your order number and email, and the system will automatically log your statutory withdrawal.
3. Once logged, our team will provide you with the correct international customs declaration guidelines and the specific address to our Asian Quality Inspection Hub.
4. Pack the item securely. Customers are responsible for international trackable return shipping fees. We strongly advise utilizing a recorded/insured shipping carrier, as KUGOLD cannot credit refunds for return packages lost in international transit.

Refunds

Once our factory quality control team inspects and confirms the pristine condition of the returned item, your refund will be credited back to your original payment method within 5–7 business days (for EU consumers, this will not exceed 14 days from the moment we receive your tracking proof or the physical item at our Asian hub).