• Besides the seven-day appreciation period for online purchases at TRACEY CHEN, what else should I be aware of?
The seven-day appreciation period applies to online orders (excluding international orders and custom items). You must submit a return or exchange request to customer service within seven days of
receiving the product (shipping costs will be your responsibility, or you can return/exchange at a brand retail location). Customer service will contact you within five days to assist with your request, so please do not return the product without contacting them first. If you send the product back without notifying customer service, we cannot identify your reason for return and will not be responsible for any losses.
Returns and exchanges at TRACEY CHEN retail locations incur no shipping fees. If you choose to return or exchange by mail, any shipping costs incurred will be your responsibility.
All products are carefully inspected before shipping, so please ensure to check the package upon receipt. If there are any visible damages, missing items, or incorrect items, please take photos and contact customer service. TRACEY CHEN reserves the right to refuse returns or exchanges for products damaged due to improper use.
When returning or exchanging, the product must be unused and in its original packaging, including any gifts and all accompanying documentation. Please do not omit any accessories or damage the original packaging. If the product is damaged and cannot be repackaged for resale, we may charge a fee or refuse the return. If returned items are missing accessories, we will deduct the value of the missing items or refuse the return.
Once customer service receives and verifies the returned product, please provide complete refund account information for your refund to be processed to your designated account or request a one-time free exchange.
• Applicable Return Scope
Taiwan: According to the Consumer Protection Act, consumers have a seven-day appreciation period (including holidays) upon receiving the product. This appreciation period is a "consideration period," not a "trial period."
International Regions: The appreciation period return policy does not apply. For any product issues, please email service@traceychen.com for assistance.
Products that have been unsealed, tags cut, used, or lack completeness cannot be returned.
The Consumer Protection Act defines "appreciation" and "trial" as distinct terms. "Appreciation" refers to the act of examining the appearance of the item without operational engagement. "Trial" involves operational engagement with the item, including both destructive and non-destructive testing. The Consumer Protection Act protects the rights of both buyers and sellers by distinguishing the validity of
the sales relationship based on appreciation; if it is appreciation, the item should not be used. If it is unsealed and used, a purchase relationship is established, thus not protected by the Consumer Protection Act, and must be handled according to civil law regarding defects, not as an unconditional return.
Jewelry group purchase items, being high-value special offer products, do not accept the seven-day appreciation period. Please take note before placing an order.
• Can products purchased at retail locations be returned or exchanged?
No, we do not accept any returns or exchanges for products purchased or picked up at brand retail locations.
