Terms & Conditions

Last Updated: 13/09/2024
Welcome to Xeniaura (hereinafter referred to as "we", "us", or "our"). These Terms & Conditions (hereinafter "Terms") govern your access to and use of our website www.xeniaura.com (hereinafter "Website") and the purchase of our jewelry products (hereinafter "Products"). By accessing, browsing, or purchasing from our Website, you agree to be bound by these Terms. If you do not agree with any part of these Terms, please do not use our Website or purchase our Products.
1. Scope of Application
These Terms apply to all users (including visitors, registered users, and purchasers of Products, hereinafter "you") who access or use our Website, as well as all transactions between you and us. For customized jewelry or special promotional products, additional rules (if any) will be clearly stated on the product detail page, and such additional rules shall prevail in case of any conflict with these Terms.
2. Order Placement & Confirmation
2.1 Order Submission
When you place an order on our Website, you confirm that:
All information you provide (including name, shipping address, contact number, and payment details) is true, accurate, and complete;
You have read and agreed to the product details (including material, size, color, and price) and shipping policies before submitting the order;
You are at least 18 years old (or have obtained the consent of a legal guardian if you are a minor) and have the legal capacity to enter into a transaction contract with us.
2.2 Order Confirmation
After you submit an order and complete the payment, we will send an order confirmation email to your registered email address within 24 hours. This email serves as preliminary confirmation of your order, but does not mean the order has been finally accepted.
We reserve the right to cancel or reject an order in the following cases:
Product stock is insufficient (we will notify you via email and refund the full payment within 3-5 working days;
The product price or description has obvious errors due to system failure or manual operation;
We have reason to believe that your order is fraudulent (e.g., abnormal payment information, repeated orders with the same address but different accounts).
2.3 Order Cancellation & Modification
For non-customized jewelry: You may cancel or modify your order (e.g., change shipping address, adjust product quantity) by contacting our customer service via contact@xeniaura.com within 12 hours after placing the order. Once the order has been shipped, cancellation or modification is no longer allowed.
For customized jewelry (e.g., engraved necklaces, size-customized rings): Once the production process has started (usually within 48 hours after order confirmation), cancellation or modification is not supported, and no refund will be provided for order cancellation.
3. Product Description & Specifications
3.1 Material & Quality
All jewelry materials are clearly marked on the product detail page (e.g., "925 Sterling Silver", "18K Gold Plated", "Natural Freshwater Pearl"). We guarantee that the actual product material is consistent with the description, except for minor deviations caused by manual production (e.g., 925 silver content meets international 92.5% standard).
For natural gemstones (e.g., diamonds, sapphires) or pearls, slight differences in color, texture, or inclusions are normal (due to natural characteristics) and do not constitute quality defects.
3.2 Size & Measurement
Jewelry sizes (e.g., ring circumference, necklace length) are measured manually, and a reasonable error of ±0.5mm for rings, ±1cm for necklaces is considered normal. Please refer to the "Size Guide" on the product page before purchasing; if you need help with size selection, contact our customer service in advance.
3.3 Color & Image
Product images on the Website are taken in natural light and processed to restore the real color, but due to differences in display devices (e.g., phone/monitor resolution, color temperature), the actual product color may differ slightly from the image. This difference does not qualify as a reason for return or refund.
4. Shipping & Delivery
4.1 Shipping Methods & Time
We ship to all countries/regions listed on the checkout page. The estimated delivery time is 8-16 working days for shipping.
Shipping costs are calculated based on your shipping address and the weight of the package, and will be displayed on the checkout page before you pay.
4.2 Shipping Address Responsibility
You are responsible for providing an accurate and complete shipping address. If the package is returned to us due to an incorrect address, missing recipient information, or failed delivery attempts, you will need to bear the re-shipping fee (if you request re-delivery) or a 24% handling fee (if you request a refund).
4.3 Customs & Duties
For international shipments, the package may be subject to customs duties, taxes, or fees imposed by the destination country/region. These charges are the responsibility of the recipient (you), and we do not bear any related costs. We recommend checking the local customs policy before purchasing.
5. Returns & Refunds
5.1 Eligibility for Returns
You may apply for a return and refund within 30 days from the date you receive the product, provided that:
The product is unused, undamaged, and in its original condition (including intact packaging, tags, and accessories);
The product is not a customized item, special promotional item (marked as "Final Sale"), or personalized jewelry (e.g., engraved, monogrammed);
You can provide valid proof (e.g., order number, photos of the product and packaging) to confirm the reason for the return.
5.2 Non-Eligible Returns
Returns will not be accepted in the following cases:
The product is damaged due to improper use (e.g., contact with chemicals like perfume, lotion, or seawater; scratches from sport);
The product’s packaging, tags, or accessories are lost or damaged;
The return request is submitted after the 30 days return period;
Customized or Final Sale products (unless there is a material defect caused by our production).
5.3 Return & Refund Process
Contact our customer service via contact@xeniaura.com】 with your order number and photos of the product (to explain the return reason);
After we approve your return request, we will send a "Return Authorization" and the return address to you within 2 working days;
You ship the product back to us (please use a trackable shipping method and keep the tracking number);
We will inspect the product within 2 working days after receiving it. If the return is eligible, we will process the refund within 5-7 working days. The refund will be credited to your original payment method (the actual arrival time depends on your payment provider’s processing speed).
5.4 Shipping Costs for Returns
If the return is due to our error (e.g., wrong product, material defect), we will bear the return shipping cost (please provide the shipping receipt for reimbursement);
If the return is due to personal reasons (e.g., change of mind, incorrect size selection), you will bear the return shipping cost, and no reimbursement will be provided.
6. Warranty Policy
6.1 Warranty Coverage
We provide a 2-year warranty period for all non-customized jewelry from the date of delivery, covering the following issues caused by production defects:
925 silver jewelry tarnishes or fades prematurely (excluding normal oxidation from long-term wear);
Jewelry components (e.g., clasps, chains, gemstone settings) fall off or break due to poor craftsmanship;
Engravings (if applicable) fade or peel off within the warranty period.
6.2 Non-Warranty Coverage
The warranty does not cover:
Damage caused by improper use, negligence, or accidental drops;
Normal wear and tear (e.g., scratches on the surface, slight deformation of soft metals like silver);
Damage caused by contact with chemicals (perfume, lotion, sweat, seawater, etc.);
Customized jewelry or products repaired by third parties without our authorization.
6.3 Warranty Process
Contact our customer service with your order number, photos/videos of the defective part, and a description of the issue;
After we confirm the defect is covered by the warranty, we will guide you to ship the product back (we bear the return shipping cost);
We will repair the product within 8-16 working days and ship it back to you for free (or replace it with a new one if repair is not possible).
7. Payment Terms
We accept the following payment methods:Credit Card (Visa, Mastercard), PayPal;
All payments are processed in your local currency, and the final amount is subject to the checkout page (exchange rates are updated in real time based on market conditions);
We do not store your payment information; all payment transactions are encrypted and processed by our third-party payment service providers (e.g., Stripe, PayPal) to ensure security.
If you need an invoice for your order, please contact our customer service within 7 days after receiving the product and provide your tax registration information (if applicable). We will issue an electronic invoice to your email.
8. Intellectual Property Rights
All content on our Website (including product designs, images, logos, text, and videos) is the exclusive intellectual property of Xeniaura. Without our prior written permission, you may not copy, reproduce, distribute, or use any of this content for commercial purposes.
If you believe that any content on our Website infringes your intellectual property rights, please contact us immediately with proof of ownership and a description of the infringement.
9. Limitation of Liability
To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, or consequential damages (e.g., loss of profits, emotional distress) arising from your use of our Website or Products, except for damages caused by our intentional misconduct or gross negligence.
Our total liability for any claim related to a single order shall not exceed the total amount you paid for that order.
10. Changes to These Terms
We reserve the right to modify or update these Terms at any time. Any changes will be posted on this page with the "Last Updated" date revised. Your continued use of our Website or purchase of our Products after the changes take effect will be deemed acceptance of the updated Terms.
11. Contact Us
If you have any questions or disputes related to these Terms, please contact us via:
Email: support@xeniaura.com
           info@xeniaura.com
           contact@xeniaura.com