Refund policy
SAME SUN CO must be contacted within 72 HOURS of delivery to request a return or exchange.
We have a 7-day return window which means the customer must ship the item back to us within the first 7-days of receiving the item - after having it approved by us within the first 3 days. So it is best to contact us right after you receive the item in order to ship it out in the return window. We will not accept any requests past this period.
Buyers are responsible for ALL shipping costs in these transactions. Original shipping fees are NON-REFUNDABLE. SAME SUN CO is not responsible for lost or damaged returns in transit. Buyer is responsible for shipping their return or exchange in reliable, protective packaging such as a small box or padded envelope. Reusing the original shipping box is preferred. Items sent in a regular letter envelope will not be eligible for a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or undamaged, and in its original packaging. If the item we receive is damaged or worn, we will not be able to process your return or exchange as requested. You will be responsible to pay to reship the item back to you if your return is denied because of these reasons.
Unfortunately, we cannot accept returns on custom made orders or gift cards.
To start a return, you can contact us at support@samesunco.com. or you may fill out our contact form here.
If your return is accepted, we’ll send you instructions on where to send your package. RETURNED ITEMS CANNOT BE SHIPPED BACK IN A LETTER ENVELOPE - otherwise you risk the chance of your item getting lost or damaged in transit. We are not responsible to replace items that are lost or damaged in transit due to poor packaging / incorrect shipping methods.
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RETURN PROCESS:
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. You should see the refund reflect in your bank account within 2-10 business days. Please note that original shipping fees attached to the order are NON-REFUNDABLE.
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EXCHANGE PROCESS:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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DEFECTIVE / DAMAGED ITEMS:
Our mission at Same Sun Co is to provide you with high-quality jewelry that aligns with your expectations. To ensure this, we meticulously inspect each piece at every stage of its creation—from raw materials to handcrafting, curing, and finally, our careful packaging process. However, if you feel that your item has arrived damaged or defective, please reach out to us immediately with your order # and a clear photo of the product. Kindly note, we are unable to accept inquiries beyond 3 days from the posted delivery date.
Please understand that we cannot be held responsible for any damage resulting from buyer error or mishandling. This includes instances such as tangling cord or breaking a gemstone due to dropping the item. While we take great care in packaging and shipping our products to ensure they arrive safely, we recommend that customers also handle their purchases with care.
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STOLEN / MISSING PACKAGES:
SAME SUN CO is not responsible for replacing orders that are stolen from your mailbox or front porch. That is mail theft and should be reported to your local authorities. If a package is marked delivered by the post office we have to take that as proof of delivery. A refund or replacement may only be issued if a police report is filed and the report is sent to us. This is to avoid fraud. If your order was scanned as delivered but is not there, don't panic just yet! Please read below the steps you can take before filing a report:
- Double check that you entered your address correctly when completing the shipping information for your order.
- Check with family members – sometimes someone else in the household will pick up the package and put it somewhere out of plain sight.
- Check with neighbors. Perhaps the package was put in the wrong mailbox by accident. Check bushes, all porches or anywhere the postman could have left the package around the house.
- Ask the delivery postal worker if you catch them where he/she left the package.
- Go to https://www.usps.com/help/missing-mail.htm to complete a "Help Request Form" and a "Missing Mail Search Request."
- Wait about a week and the package will likely turn up. Sometimes the postal workers will scan a package as delivered days early (when it was not) and they end up delivering it the next day or a few days later. This has happened a handful of times and all the packages ended up being delivered 2-5 days later.
- Check with the local post office. Call or walk in to your local post office to see if they have your package at their facility. If not, ask them if they can check their delivery GPS to find out exactly where it was when they completed the Delivery Scan. If it was delivered somewhere other than your mailbox, request they send a post person to retrieve it.
If the package does not turn up in about 1-2 weeks then the package is most likely stolen. At that point you will need to file a police report with your local authorities. If you have questions about any of these steps, please don't hesitate to ask. We are always here to help!
This policy is subject to change at anytime. However, we will honor this policy if your order was placed during the time frame this policy was active.
