Returns & Cancellations

Returns, Cancellations & Exchanges

We want the return process and its costs to be clear before you order. This page describes KuGOLD's voluntary return process and does not limit consumer rights that cannot legally be excluded.

Requesting a return or cancellation

Email support@kugold.com with your order number and the reason for your request. Please wait for authorization and the correct return address before shipping anything. We do not currently provide a self-service cancellation or return button.

If your order has not entered production or shipment, we will review a cancellation request promptly. A request is not confirmed until KuGOLD sends written confirmation. Custom or personalized work may become non-cancellable once production has started.

Voluntary return window

Eligible, non-custom items may be requested for return within 7 calendar days after delivery. The item must be unworn, unaltered, and returned with its original tags, seals, and packaging. Where mandatory local law provides a longer period or broader remedy, that law applies.

European Union customers

EU consumers retain the statutory withdrawal rights that apply to distance contracts, including the applicable 14-day period. To exercise a right of withdrawal, send a clear statement to support@kugold.com before the applicable deadline. We will confirm the instructions in writing. Legal exceptions may apply to personalized goods and to legitimately sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal is broken.

Earrings and hygiene-sensitive items

For a voluntary change-of-mind return, earrings or piercing jewelry must be unworn, uninserted, unaltered, and, where supplied with a genuine protective hygiene seal, that seal must remain intact. This condition does not exclude remedies for items that arrive faulty, damaged, or materially different from their description.

Return shipping and inspection

Authorized returns are sent to our inspection facility in China. Unless the item is faulty, damaged on arrival, materially misdescribed, or local law requires otherwise, the customer pays tracked return shipping. Use secure packaging and retain tracking. Eligibility is confirmed after inspection.

Refunds

Approved refunds are issued to the original payment method. We aim to process them promptly after inspection and within any deadline required by applicable law. Banks and payment providers may require additional time to post the credit.

Problems with an order

If an item arrives damaged, faulty, or materially different from its description, contact support@kugold.com promptly with the order number and clear photos or video. We will assess the appropriate remedy under applicable law.