John San Juan

Returns are accepted, but please note there are a few rules. I am only able to accept returns on items that are in the same condition that you received it, unchipped, unbroken, unmarked, and non-altered, received in its  original packaging. 

Jewelry Ineligible for Return:

• Jewelry purchased from Stockists (ie not through my website). Returns for jewelry purchased from stockists must be facilitated via the stockist under their Return Policy.

• Customized jewelry - unless they were received damaged or faulty - as they were customized especially for you.

Decisions take time - and I'm happy to accept returns but only on those orders that initiate the Return Process within 14 days from date of purchase. Return Process is initiated on the date customer sends the Return Process email.

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Please note that on Returns for orders that qualified for Free Shipping, original shipping fees paid by me are not refundable. The actual shipping cost I pay on the items being returned will be deducted from the amount due to you.  Customer is responsible for shipping fees paid on returning jewelry.

RETURN PROCESS

To start your Return:

• please send an email to: john@john-sanjuan.com.

• Email Subject: Return Request.

• Simple worded reason for Return.

• Kindly send as attachments to this email the following:

  1. Pictures of the damaged jewelry (from different perspectives if needed). In case there are several damaged items, please make sure they are all visible in one single picture.

  2. A picture of the damaged jewelry in its original packaging. The packaging materials have to be visible in the picture.

  3. A screenshot of the actual delivery date showing the day and time stamp when the jewelry was received at your mailing address.

• If your return is accepted, you will be given a return address. Kindly ensure the returning jewelry is packaged in a way that means it doesn’t get damaged. Return Process, which includes the return of funds due, is around two weeks from date of Return Request email. 

• Items mailed back without sending a Return Request email, or that do not abide by this Return Process will not be accepted.

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Exchanges are subject to a $10 shipping/processing fee. For Exchanges, follow the Return Process above.  After the new Subject line: Exchange Request, please write the jewelry piece you would like instead, in lieu of the reason for Return prompt.