After Sales & Exchange Policy


U Need Design Studio Return & Exchange Policy

Fully Safeguarding Your Memories and Experience Commitment

Effective Date: January 1, 2026

Dear Customers, We believe that every piece of jewelry departing from our studio carries your expectations and unique stories. Our mission is not just to create, but to fully safeguard this precious "carrier of memory" until it safely reaches your hands.

To honor this commitment, every piece undergoes meticulous inspection and secure packaging before dispatch, ensuring its journey is as perfect as possible.

1. Memory Protection Commitment: 7-Day Secure Exchange Guarantee

We offer a "7-Day Memory Protection" exchange service. If you discover any breakage, detached parts, or severe craftsmanship defects caused during transit within 7 calendar days from the date of delivery (based on the delivery date shown on the logistics tracking system), please contact us immediately.

【⚠️ IMPORTANT NOTICE: A "Replacement Only, No Refund" policy applies to all dispatched orders】

Based on independent studio operating costs and to prevent unfair consumer behavior (such as purchasing jewelry maliciously for photography/renting and then requesting a refund), the Studio DOES NOT accept cash refund requests for any dispatched products due to personal subjective factors (e.g., "not as expected," "dislike," "purchased wrong color/size," etc.). We provide the following mutual-trust protection solutions:

  • Defect Replacement: Once confirmed as transit damage or a quality defect, we will remake and replace it with a brand-new, identical piece free of charge. We kindly ask you to first advance the return shipping fee and retain the shipping receipt. Upon receipt of the item by our headquarters or partner studios, and once our official after-sales team confirms the quality defect, we will fully reimburse your advanced shipping fee (capped at HKD 40 or equivalent foreign currency; premium express fees exceeding this cap will not be subsidized). The shipping cost for sending the new replacement piece back to you will be fully borne by us.

  • Special Out-of-Stock Resolution: If the specific design is discontinued or cannot be remade due to a shortage of unique natural raw materials, to avoid leaving you with regrets, you may freely choose [A Full Refund to Original Payment Method] or [Conversion to Unlimited Store Credit]. If you choose store credit, we will include an exclusive brand gift/discount as a sincere token of our appreciation for your understanding.

2. Personal Hygiene Exemption Clause (Special Notice for Earrings)

📌 Gentle Reminder: This product is a pierced earring and CANNOT be returned or exchanged after opening due to hygiene considerations.

According to international health and safety regulations, pierced earrings are considered personal hygiene products. To ensure that every U Need customer receives a 100% clean and safe piece of craftsmanship, all our earrings undergo strict UV sterilization and are sealed in special tamper-evident anti-counterfeiting packaging before dispatch. Once the tamper-evident seal/packaging of pierced earrings is opened or damaged, regardless of whether they have been worn, they are 100% non-returnable and non-exchangeable.

This clause applies strictly to products without quality defects. If you receive an item with non-human-caused broken parts or severe defects, you are still fully protected by our "7-Day Secure Exchange Guarantee." We kindly request that you carefully verify dimensions and details before purchasing earrings.

3. Pre-application and Mandatory Proof Protocols

To ensure clear ownership and to smoothly initiate liability claims against courier companies, you must strictly comply with the following application process:

  1. Contact Us: Please send an email to info@uneeddesignstudio.com or contact our after-sales team via Official WhatsApp: +852 63556757. Please state the message/email subject as: [Memory Protection Application: Your Order Number].

  2. Provide Complete Evidence (⚠️ Mandatory—Incomplete submissions will not be processed):

    • Retain All Original Packaging: Do not discard the courier bag, outer shipping box, brand gift boxes, or any protective dust accessories.

    • Clear Photo of the Shipping Label: You must provide a photo of the shipping label attached to the outer packaging, ensuring the barcode, tracking number, and recipient information are clearly legible.

    • Detailed Photos/Videos of the Defect: Please provide a [close-up of the shipping label], [condition of the damaged outer packaging], and [detailed close-ups of the product defect].

  3. Safe Keeping and State Restitution: Before receiving an official response from our after-sales team, please place the item back into its original packaging box for safe keeping. DO NOT wear, use, or wash the product. The item must remain in a brand-new, unworn, and original condition. Our team will respond with further arrangements within 72 hours.

  • Processing Timeline: Upon receiving the returned product at our headquarters or global collaboration studios (such as our Shenzhen dispatch warehouse) and validating the credentials, we will complete the initial assessment and initiate the remake process within approximately 10 business days.

4. Order Cancellation and Modification Restrictions (Prior to Dispatch)

Due to the intricate scheduling, manual material preparation, and cross-border supply chain collaboration involved in jewelry crafting, and to prevent malicious orders during peak seasons or promotional activities, we have established the following cancellation restrictions:

  • 12-Hour Golden Window: If you must cancel your order or modify the shipping address due to personal reasons, you must contact us via email or WhatsApp (+852 63556757) within 12 hours of completing your payment.

  • Production Lockout After Deadline: Once the 12-hour threshold has passed, or if the item has already entered production, final quality control, or packaging stages (including the initiation of the shipping process by partner studios), the order will be instantly locked. The Studio will strictly not accept any cancellations, modifications, or refund requests.

  • Peak Season Special Declaration: During global shopping peak seasons (such as 520, Christmas, Lunar New Year, etc.) or special limited-edition campaigns, all orders are immediately sent for expedited production upon confirmation. Consequently, the 12-hour buffer period does not apply, and orders cannot be canceled after placement. Partial refunds are currently not supported by our system.

5. Other Conditions Ineligible for Exchanges

In addition to the "Replacement Only" and "Opened Earrings" rules, after-sales service cannot be provided under the following circumstances:

  • Overdue Claims: Requests submitted more than 7 calendar days after delivery.

  • Signs of Wear: Items inspected and found with signs of wearing, usage scratches, or damage/alterations caused by improper personal storage or human factors.

  • Uniqueness of Customization: Products specially customized, resized, or engraved for you feature a unique personal mark and are ineligible for exchange unless a production error occurred on our part.

  • Final Sale Items: Products clearly marked on the website as "Clearance," "Lucky Bag (Mystery Box)," or "Gifts."

  • Natural Imprints of Materials: For jewelry crafted with pearls or natural gemstones (such as agate, lapis lazuli, etc.), the natural materials inherently possess unique growth textures, ice cracks, stone lines, or minor natural inclusions. These are natural characteristic marks of each piece and do not constitute quality defects. Therefore, exchange requests based on "imperfect texture" or "natural variations" will not be accepted.

6. Special Disruption During Transit (Lost Packages or Delays)

Once products are handed over to designated premium carriers (such as international express air lines, SF Express, etc.), if a logistics package is unfortunately lost or international transit is disrupted due to reasons outside your control:

  • The Studio will 100% proactively initiate an official investigation and claim with the courier company.

  • To protect your experience, we will prioritize arranging a [Free Remake & Expedited Shipping].

  • Alternatively, you may choose to convert the amount into equivalent "Story Regeneration Store Credit" (with no expiration date) for your next purchase, and we will include an exclusive brand gift as a gesture of appreciation.

7. Shipping Address and Delivery Responsibility

  • Address Accuracy: Please ensure that the shipping address provided is completely accurate. The buyer shall fully bear all shipping losses, customs fines, and re-shipping costs resulting from returned, lost, or destroyed packages caused by incorrect/incomplete addresses, unclaimed packages, or the recipient's refusal to cooperate with local customs import declarations.

  • Delivery Tip: We highly recommend signing for the package in person. Delivery to management offices, front desks, or third-party recipients is deemed successful delivery. Please inspect the outer packaging before signing. If the outer packaging is severely damaged or soaked, please take photos immediately as evidence and consider refusing the package.

8. To Our Cherished International Friends: A Transparent Guide to the Journey

Dear international customers, thank you for choosing U Need Design Studio across borders. To ensure a smooth and transparent international delivery journey based on our headquarters' location (Hong Kong) and our global collaborative model, we sincerely clarify our international shipping tax policies:

1. Cross-Border Import Duties and Taxes

  • 【🇭🇰 Hong Kong Local Market – Tax-Free】: Since our studio is headquartered in Hong Kong, local Hong Kong orders are not subject to any customs duties or VAT/Sales Tax at checkout or delivery.

  • 【🇸🇬 Singapore Market – DDP Covered】: For orders shipped to Singapore that meet our free shipping threshold, the Studio will fully pre-pay all import duties and Goods and Services Tax (GST) required by Singapore law. You will face no hidden fees upon delivery.

  • 【🌍 All Other Countries & Regions – DDU Applied】: Except for Hong Kong and Singapore, all other export countries or regions (such as the US, Europe, Australia, Taiwan, Malaysia, etc.) are shipped under DDU (Delivered Duty Unpaid) international terms. As the importer of record, you are legally responsible for cooperating with local customs clearance and bearing all import duties, VAT, or sales taxes levied by the destination country. Please kindly understand that delays caused by random customs inspections are beyond our control.

2. Realistic Considerations of International "Replacement Only" Policy

Due to the high costs of two-way cross-border shipping and complex import customs procedures, combined with the Studio's "Replacement Only, No Refund" policy, the Studio strictly DOES NOT accept any returns or exchanges for international orders due to non-quality issues (such as choosing the wrong size or personal subjective dislike). We kindly urge you to carefully confirm product sizes and styles before placing an order. Pre-purchase inquiries are highly vital for both parties.

9. Policy Modifications

We reserve the right to update this policy at any time. Thank you for your reading and understanding. We promise to handle every delivery journey with the utmost care, allowing the artwork that carries your memories to arrive safely at its destination.

If you have any questions, please feel free to contact our partner team via:

  • Official Email: info@uneeddesignstudio.com

  • Official WhatsApp: +852 63556757

Sincerely,

U Need Design Studio