Return & Refund Policy

ORDER CANCELLATION

  • User Action Required: You can easily cancel your order before it is shipped. Please make sure to contact us within 12 hours. Once the packaging and shipping process has started, the order can no longer be canceled.

RETURN & EXCHANGE POLICY

We want you to feel comfortable and confident while shopping at Thaya, which is why we offer a 30-day return and exchange policy.

Applicable Conditions for Returns and Refunds:

  • Unused Items: You may return or exchange unused items in their original condition within 30 days from the delivery date, but you need to bear the return shipping fee.
  • Damaged or Incorrect Items: If the item you received is damaged, incorrect, or missing, please contact our customer service (service@mythaya.com) within 30 days from the delivery date for a replacement.

Return and Exchange Conditions:

  1. Unauthorized Returns: Returns without authorization will not be accepted.
  2. Time Limit for Returns and Exchanges: Must not exceed 30 days from when the original order was received.
  3. Item Condition Requirements: All returned items must be in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  4. Tracked Shipping: Customers must use a shipping method with tracking when returning or exchanging items. Returns or exchanges without tracking will not be processed.
  5. Promotional Gifts Requirement: Any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Non-Refundable Items:

  1. Final Sale Items: Not eligible for refund, exchange, or resizing.
  2. Personalized Items: "Design your own" items, such as stone color, metal, and chain length, etc., chosen based on personal preference, are non-refundable. Thaya will charge a 35% restocking fee for the exchange of these items.
  3. Personalized Items with Engravings or Photos: Items such as rings, necklaces, and bracelets are non-refundable. Thaya will charge a 35% restocking fee for the exchange of personalized items.
  4. Items Without Jewelry Tags or That Have Been Worn, Damaged, or Altered: Not refundable, and will be returned to the customer at their expense.
  5. Worn Items or Items Sent to You as Replacement/Exchange: Not refundable.

Refund Processing:

  • Refund Time: Returns will be processed within 5 days upon receiving your package. The refund (excluding shipping costs) will be issued to your original payment account or in the form of store credit as you requested.

Important Note: If your package experiences a shipping exception and is over 30 days, you can request a reshipment or you can request a 60% refund, provided you filled out the relevant form.