Refund policy

I. Order Cancellation & Modification Policy

All Molleln rings are Made-to-Order, handcrafted from scratch using gold or silver. The production time is typically 6–8 days for Standard Orders and approximately 3 days for Rush Orders.

Because custom jewelry involves sourcing precious metals, manual labor, and irreversible processing steps, please carefully verify all design details before placing your order.

1️⃣ Standard Orders

(1) Within 8 hours of placing the order (Production has not started)

You may cancel for free and receive a full refund.
You may modify your order for free, provided the changes do not incur additional costs.

(2) More than 8 hours but within 3 days (Production has commenced)

Cancellation: A fee equivalent to 35% of the order total will be charged to cover production and material costs.
Modification: A 20% modification fee applies. If the changes result in cost variations, the price difference must be paid.

(3) More than 3 days after placing the order (Production is mostly complete)

Cancellation: A fee equivalent to 60% of the order total will be charged to cover incurred production costs.
Modification: A 40% modification fee applies. Additionally, the scope of modifications will be limited by the current production progress.

(4) Orders near completion or already completed

Once the order enters the final production stage or has been completed, cancellations or modifications are no longer available.

2️⃣ Rush Orders

Because Rush Orders are prioritized in the production line immediately upon confirmation, and precious metals and labor resources are allocated instantly:

(1) Within 6 hours of placing the order (Production has not started)

You may cancel for free and receive a full refund.
You may modify your order for free, provided the changes do not incur additional costs.

(2) More than 6 hours after placing the order

Cancellation: Cancellation requests and refunds are not accepted.
Modification: A 40% modification fee applies. If the changes result in cost variations, the price difference must be paid.
Note: Modification requests are subject to production progress. Molleln reserves the right of final judgment on feasibility.

(3) Orders near completion or already completed

Once the order enters the final production stage or has been completed, cancellations or modifications are no longer available.

II. 5-Year After-Sales Repair & Limited Warranty Service

Molleln stands confidently behind the craftsmanship quality and durability of our products. From the date of delivery, we provide a 5-Year After-Sales Repair & Limited Warranty Service (hereinafter referred to as "the Service") for eligible products. This Service is designed to provide after-sales support and craftsmanship maintenance; it does not constitute an unconditional promise of free repairs or a lifetime warranty.

1️⃣ Service Validity Period

This Service is valid for 5 years from the date of delivery as indicated on the package tracking.

2️⃣ Limited Free Warranty Coverage (Manufacturing & Craftsmanship Defects)

Under normal wear conditions, if the Molleln after-sales team confirms that an issue stems from a manufacturing or craftsmanship defect, you are eligible for the following limited free warranty support:

Loosening or detachment of gemstones due to setting structure issues (provided the gemstone is still in your possession).
Abnormal loosening of prongs due to craftsmanship issues.
Significant plating issues on gold-plated jewelry appearing within 6 months of receipt (excluding issues caused by human misuse).

Processing Method:

Molleln reserves the right to require the item to be returned for inspection and repair.
If we confirm in writing that the issue can be handled by a local jeweler, we will cover one reasonable repair cost (up to $50 USD).

3️⃣ Conditional Repair & Maintenance Support (Paid Service)

The following situations are not covered by the free warranty, but you may apply for repair or replacement support within the 5-year service period:

(1) Loss or Severe Damage of Gemstones

Loss of Main Stone: You may apply for a replacement main stone, subject to a material fee not exceeding 30% of the original order amount.
Loss of Accent Stones (Single stone under 0.4 ct): We provide one-time support for accent stones. Specific arrangements will be confirmed by the after-sales team.

(2) Structural or Appearance Changes Caused by Wear

Deformation, scratches, or loosening caused by daily wear, impact, or squeezing.
Requests for significant ring resizing or structural modifications.

(3) Surface Changes on Sterling Silver / Gold-Plated Jewelry

Natural oxidation or wear on gold-plated jewelry after long-term use is considered a normal sign of use. If you do not wish to re-plate but prefer to upgrade to solid gold material, we can provide an upgrade plan. The cost will be calculated based on the actual price difference.

For the above situations, we will provide a repair plan and price quote based on the inspection results. Work will proceed only after your confirmation.

4️⃣ Shipping & Customs Duties

All round-trip shipping costs and potential customs duties for after-sales repair and replacement services shall be borne by the customer, unless the issue is confirmed to be solely due to our manufacturing or craftsmanship defect.

5️⃣ Exclusions & Disclaimer

The Service does not apply to the following situations:

Obvious damage caused by human or external factors.
Issues resulting from unauthorized disassembly, third-party repairs, or improper use.
Normal wear and tear caused by natural aging or long-term wear.

The Molleln after-sales team will evaluate the actual condition of the item and reserves the right of final decision regarding the service plan.

III. Exchange and Full Refund Policy (Manufacturer Responsibility)

A Full Refund applies solely to situations where the Molleln After-Sales Team confirms that the issue entirely stems from our manufacturing, craftsmanship, or fulfillment errors. These situations include, but are not limited to:

Gemstones loosening or falling out due to setting/craftsmanship issues under normal wear.
Obvious structural defects that render the product unwearable or unusable.
Severe production errors not caused by human misuse.
The actual item received (style, gemstone type, gemstone size, engraving content, or other key design details) does not match the confirmed order information.

The following situations are NOT covered by this Full Refund Policy:

Subjective dissatisfaction due to personal aesthetic preferences or expectations regarding how the item looks when worn.
Issues caused by incorrect customization information provided by the customer (e.g., wrong ring size, incorrect engraving content, wrong style selection).
Issues caused by normal wear and tear, external forces, or third-party modifications.

2️⃣ Application Timeframe

We recommend contacting us ASAP after receiving the item with a description of the issue.
If a manufacturing or craftsmanship defect is confirmed within 30 days of receipt, this Full Refund Policy applies.
For issues reported after 30 days, we will prioritize repair or replacement solutions.

3️⃣ Resolution Methods

Molleln reserves the right to select one of the following solutions based on the specific situation:

Free Repair
Remake or Replacement
Full Refund

We may require the item to be returned for inspection before confirming the final resolution.

4️⃣ Shipping Costs

If the issue is confirmed to be entirely our responsibility, Molleln will cover reasonable shipping costs for repairs, remakes, or returns.
If the issue is confirmed not to be a manufacturing or craftsmanship defect, related costs shall be borne by the customer.

📌 Molleln reserves the right of final judgment regarding the nature of the issue and the final resolution.

IV. Return Policy (Personal Reasons)

Given that all Molleln products are Made-to-Order according to customer specifications, if you wish to return an item due to personal reasons (i.e., not due to product quality or production errors), you may apply for a return within 30 days of receipt.

To minimize your loss, we offer two refund options:

Standard Refund: Refund 30% of the order amount to your original payment method.
Store Credit Refund: Refund 50% of the order amount as Store Credit.

💡 Example: Assuming the ring price is $100:

If you choose a Cash Refund, you will receive $30.

If you choose Store Credit, you will receive $50.

This Store Credit is valid permanently and can be used immediately for your next purchase at Molleln.

Applicable Conditions

The item must remain in original condition: unworn, undamaged, unmodified, and not repaired by third parties.
The item must not affect secondary recycling or material reuse.
The item must pass the inspection by the Molleln After-Sales Team.

Exclusions

The following situations are NOT eligible for this return policy:

Items with incorrect customization details provided by the customer (e.g., wrong size, engraving, etc.).
Items showing obvious signs of wear, damage, or structural changes.

Return Process

Please contact support@molleln.com with clear photos of the product and your order number.
Upon confirmation, we will provide the return address.
After receiving and inspecting the returned item, the refund (30% Cash or 50% Store Credit) will be processed within 3–7 business days.

Shipping Costs

All shipping costs and related fees incurred during the return process shall be borne by the customer.

Molleln reserves the final right to judge the condition of returned items and their eligibility under this policy.

V. Trade-In Service

You may apply for our Trade-In Service by submitting photos of your old item and your order number to support@molleln.com.

Applicable Conditions

The old item must be in good condition, with no obvious human damage or third-party modifications.
Customized or engraved items must be evaluated by the After-Sales Team to determine eligibility.
Molleln reserves the right to accept or reject the old item and determine the final credit amount.

Credit Rules

Once we confirm eligibility, provide the return address, and receive the qualifying old item, you may receive a credit of up to 40% of the original order value to deduct from a new order.
If the old item does not meet the conditions or is damaged upon receipt, the credit will be invalid, and the new order must be paid in full.

Shipping Costs

Return shipping for the old item is borne by the customer.
Shipping for the new item is covered by Molleln.

Molleln reserves the final right of judgment regarding the condition of the old item and the final credit amount.

If you have any questions, please feel free to contact us at any time
Customer Support Email: support@molleln.com
We are always happy to assist you.