Return & Exchange Conditions
1. Please contact our customer service team first to request a return. Your request must be approved before returning any item.
Important Note: Items returned without prior authorization will not be accepted.
2. Return or exchange requests must be made within 90 days from the date of receiving your order.
3. All items must be returned in new and unused condition, without scratches or signs of wear, and must not be resized or altered in any way.
4. The customer is responsible for return shipping costs.
Non-Refundable Items
1. Products exposed to corrosive substances or harsh chemicals are not covered under this policy. This includes silver cleaning solutions, swimming pools, hot tubs, or other chemical environments.
2. Products damaged due to misuse, improper handling, or lack of proper care.
3. Personalized items cannot be refunded unless there is a manufacturing or production error.
4. Silver products may naturally oxidize over time and become darker. It is recommended to use a silver polishing cloth to restore their original appearance.
5. We do not accept returns for personalized photo items unless the final product significantly differs from the photo provided.
Return / Exchange Process
Step 1: If you are not satisfied with the product you received, please contact our customer service team for assistance: iswanorder@gmail.com
Company Address: Room 605, No.10, Jinzhou North Road, Cangshan District, Fuzhou City, Fujian Province, China
Step 2: Place the item(s) back in the original packaging and seal the package securely.
Step 3: Drop off your return package at your local post office.
Step 4: Once we receive your package, we will process your exchange or refund promptly according to our return policy (approximately 5-7 business days).
You will receive a confirmation email once your return or exchange has been processed.
Refunds
Once your request is approved by our customer service team, returns will be processed within 1-3 business days after we receive the package. The funds will be credited to your original payment method within approximately 5-7 business days depending on your bank or payment provider.
Note: PayPal payments will be refunded via PayPal only. Debit or credit card payments will be refunded to the original card used for the purchase.
Shipping Fees
Original shipping fees are non-refundable. Even if you received free or discounted shipping, we have already paid the shipping cost for your order.
If a customer wishes to return a non-damaged product, please contact our customer service team first. Once the item is received in good condition, the refund will be processed within 2-3 business days. Return shipping costs are the responsibility of the customer.
Return Shipping Credit (Up to $10)
Iswan may reimburse up to $10 USD of return shipping costs as store credit under the following circumstances:
1. The customer received the wrong item.
2. The item is broken, defective, or has incorrect engraving. (Customers must contact us within 48 hours of receiving the order.)
Note: Iswan reserves the right to refuse refunds if returned items are in unacceptable condition.
Cancellation Policy
1. Orders canceled within 24 hours of purchase are eligible for a full refund.
2. Orders canceled between 24-48 hours after payment confirmation are eligible for a partial refund including full shipping costs and 80% of the product price.
3. Orders canceled more than 48 hours after payment confirmation are eligible for a partial refund including full shipping costs and 50% of the product price.
4. Once the order has been shipped, it can no longer be canceled.
