Return & Refund Policy

1. Our Commitment to You

At Simon & Layan, every piece of jewelry is crafted with intention — blending the creative vision of a New York designer with the ancient artistry of Tibetan handcraft. We want you to love what you receive. If something isn't right, we're here to make it right.

This Refund & Return Policy is part of our Terms of Service and applies to all purchases made on simonandlayan.com.

2. Order Cancellation

Because we begin preparing your order quickly after confirmation, orders generally cannot be canceled or modified once they have been processed and shipped. Please review your order carefully before checking out — especially any custom engraving or personalization details.

If you need to cancel or modify your order, please contact us at support@simonandlayan.com as soon as possible. We will do our best to accommodate your request if the order has not yet been shipped.

3. Return & Exchange Eligibility

As we ship directly from China and do not maintain a local return address in your country, we handle all returns and exchanges on a case-by-case basis through email. Below is our general framework:

Product TypeReturn/Exchange PolicyTimeframeNon-custom products (quality issue)Free replacement or full refund — no return requiredWithin 30 days of deliveryNon-custom products (change of mind)Store credit (case by case) — contact us via emailWithin 30 days of deliveryCustom / personalized productsFinal sale — not eligible for return or exchange (except quality issues, see Section 5)N/AManufacturing defects (warranty)Free repair, replacement, or store creditWithin 1 year of purchase

4. Change-of-Mind Returns

If you wish to return a non-custom product simply because you changed your mind, please contact us at support@simonandlayan.com within 30 days of delivery. Since we ship from China and do not have a local return facility, we handle these requests case by case:

In most cases, we offer store credit equal to the product value (shipping costs are non-refundable).
In select cases, we may offer a full or partial refund to your original payment method at our discretion.
If we request that you return the product, you will be responsible for the return shipping cost to our facility in China. We will provide the return address and instructions via email.

Products must be unworn, unused, and in their original packaging with all tags attached. We reserve the right to decline a return or reduce the refund amount if the returned product does not meet these conditions.

Legal Note: This policy does not limit any statutory rights you may have under the consumer protection laws of your country of residence. If your local law provides a right of withdrawal that is more favorable than this policy, the legal right prevails.

5. Quality Guarantee — Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or significantly different from what you ordered, we take full responsibility. This is our Quality Guarantee, and it applies to all products — including custom and personalized items.

Here's how it works:

No return required: You do not need to ship the item back to us.
Free replacement or full refund: We will send a replacement at no cost, or issue a full refund to your original payment method — your choice.
Simple process: Email us at support@simonandlayan.com with your order number and a clear photo of the issue. We will respond within 48 hours with a resolution.

The Quality Guarantee is not subject to the 30-day timeframe for change-of-mind returns. However, we ask that you report any quality issues within 30 days of delivery whenever possible.

6. Custom & Personalized Products

All custom and personalized products (including engraved items, custom inscriptions, and made-to-order pieces) are final sale and cannot be returned or exchanged — except when the product arrives damaged, defective, or significantly different from your order (see Section 5).

Please double-check all personalization details (spelling, dates, etc.) before placing your order. We are not responsible for errors in the information you provide.

7. One-Year Limited Warranty

We offer a 1-year limited warranty against manufacturing defects (defects in materials and workmanship) from the date of purchase. This warranty applies to the original purchaser and is non-transferable.

What the Warranty Covers:

Manufacturing defects in materials or workmanship (e.g., broken clasps, loose stones, chain breakage under normal use, plating defects that appear within the warranty period).

What the Warranty Does Not Cover:

Normal wear and tear (tarnishing, scratches, color fading, chain stretching);
Damage from misuse, abuse, accidents, or negligence;
Damage from exposure to water, chemicals, lotions, perfumes, or cleaning agents;
Damage from unauthorized modifications or repairs;
Lost or stolen items;
Items purchased from unauthorized resellers or third-party marketplaces.

How to File a Warranty Claim:

Email us at support@simonandlayan.com with your order number, a description of the defect, and a clear photo.
We will assess your claim and, at our discretion, provide a free replacement or store credit.
No return is required for warranty claims in most cases.

8. Refund Processing

Approved refunds will be returned to your original payment method within 14 business days of approval. The exact timing depends on your bank or payment provider and is beyond our control.

Store credits will be issued within 5 business days of approval and can be used toward any future purchase on our Site.

If you have not received your refund after 14 business days, please first check with your bank or payment provider. If the refund still has not appeared, contact us at support@simonandlayan.com and we will assist you.

9. Price Adjustments

We do not offer price matching, price adjustments, or retroactive refunds if a product goes on sale after your purchase. This does not affect your right to return eligible products under this policy.