Refund Policy

Last updated: 1 December 2025

At OnlyRock, we want you to be confident in every purchase. Because each piece of jewellery is inspected before shipping, we accept returns only under the terms below.

1.1 You may request a return within seven (7) calendar days of the date you receive your order.
1.2 To be eligible, the item must be unused, unworn, undamaged, and returned in its original packaging (including boxes, cards, and protective pouches).
1.3 Items showing wear, alteration, or damage, or that are returned without original packaging, will not be accepted.

For hygiene and product-safety reasons, the following are strictly non-returnable:

• Earrings or ear jewellery of any type

• Custom, engraved, or made-to-order items

• Gift cards or digital vouchers

• Products marked “Final Sale” or sold at promotional clearance prices

1. Email: info@onlyrockhk.com within 7 days of receipt of delivery, stating your order number and reason for return.

2. Our team will confirm eligibility and provide return instructions and the return address in Hong Kong.

3. You must ship the item within five (5) days after receiving our approval email.

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Customer responsibility: All return parcels must be prepaid, trackable, and securely packaged. OnlyRock is not responsible for items lost or damaged in transit.

• A US$15 (or equivalent amount in other currencies based on the exchange rate chargeable by the payment company) restocking and inspection fee will be deducted from your refund.

• Original shipping charges are non-refundable.

• The cost of return shipping is borne by the customer.

• If a discount code or promotion was applied, the refund will reflect the discounted price actually paid.

• Refunds are issued only to the original payment method within fifteen (15) business days after we receive and inspect the returned item.

We do not offer direct exchanges. If you wish to replace an item, please return it for a refund (subject to these terms) and place a new order.

If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery by emailing info@onlyrockhk.com with photographs of the issue and the original packaging. Once verified, we will arrange a replacement or refund at no cost to you.

(a) “Custom” or “Made-to-Order” items include, without limitation:

• engagement rings, wedding bands, or other pieces manufactured, resized, or engraved to your specifications;

• items created using gemstones, diamonds, or other materials individually sourced or selected by you; and

• any product expressly described at checkout as “custom,” “made-to-order,” or “special order.”

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(b) Once payment is successfully received through the Site, the order is immediately confirmed and may enter the production or sourcing process without further notice.
In many cases, diamond or gemstone procurement and workshop scheduling begin within hours of payment. Accordingly, custom orders become final sale upon confirmation, except as provided in (d) below.

(c) All Custom or Made-to-Order items are non-refundable and non-cancellable once production or material sourcing has started. Such items cannot be returned or exchanged except as provided in (d) below.

(d) If you wish to modify or cancel a Custom order, you must email info@onlyrockhk.com within six (6) hours of placing the order. Cancellations are only possible if production or stone procurement has not yet commenced at the time your written request is received. Where cancellation is accepted, an administrative fee of 5 % of the order value may be deducted to cover processing and merchant-fee costs. After the six-hour window or once sourcing or production begins (whichever earlier) no cancellation or refund will be permitted.

(e) Any deposit or payment made toward a Custom or Made-to-Order item becomes non-refundable once production or stone procurement begins. If a diamond or gemstone has been purchased or reserved specifically for your order, ownership and risk transfer to you upon our purchase confirmation.

(f) OnlyRock warrants that all Custom and Made-to-Order items will be produced in accordance with the agreed specifications and quality standards. If the item arrives damaged or defective, you must notify us within 48 hours of delivery with supporting photographs and the original packaging. After inspection, we may repair, remake, or replace the item at our discretion. This warranty does not cover changes of mind, inaccurate customer-supplied sizing, or damage arising from wear or misuse.

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(g) All dimensions, weights, and specifications provided for Custom or Made-to-Order items are approximate and may vary slightly due to the nature of handcrafted production and gemstone setting. Unless otherwise agreed in writing, the following tolerances shall apply and do not constitute a defect or non-conformity:

• Metal dimensions (band width, thickness, overall size): ± 0.3 mm

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OnlyRock reserves the right, at its sole discretion, to refuse returns that do not meet these conditions or are returned without prior authorisation. Unauthorised returns may be rejected or returned to the sender at the sender’s cost.

This Policy is governed by and interpreted in accordance with the laws of Hong Kong SAR. Any dispute arising out of or in connection with a return or refund shall be subject to the exclusive jurisdiction of the Hong Kong courts.

For questions about returns or refunds, please contact: info@onlyrockhk.com