Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at tterrab7@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at tterrab7@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at tterrab7@gmail.com.
Refund Policy
Returns
We want you to be completely satisfied with your purchase. If a stone isn't right, you may return it within [30] days of delivery for a full refund.
To be eligible for a return, the item must be:
- In its original condition, unworn and unaltered
- Accompanied by its original grading certificate
- In its original packaging with all documentation
- Not resized, reset, engraved, or modified in any way
Loose stones must be returned with the certificate that accompanied them. A stone returned without its certificate is subject to a replacement fee of [$150], or may be refused.
Non-returnable items
The following cannot be returned:
- Custom or made-to-order pieces
- Items that have been engraved, resized, or otherwise personalised
- Stones that have been reset or removed from their original mounting
- Sale or clearance items marked as final sale
How to start a return
Email us at [your email] with your order number and the reason for return. We'll confirm your return and provide shipping instructions.
Do not send items back without contacting us first. Returns received without prior authorisation cannot be processed.
Return shipping
Return shipping is [free / at the customer's expense]. All returns must be sent fully insured for the full purchase value, with signature required on delivery.
We cannot accept responsibility for items lost or damaged in transit on their way back to us. Please keep your tracking details until the refund is confirmed.
Inspection and refunds
Once we receive your return, the item is inspected by a qualified gemmologist to confirm it matches the certificate and is in original condition. This usually takes [3–5] business days.
If approved, your refund is issued to the original payment method within [5–10] business days. Depending on your bank or card issuer, it may take a further few days to appear on your statement.
If the returned item does not match its certificate, shows damage, or has been altered, we will contact you before taking any further action.
Exchanges
We're happy to exchange a stone for another of equal or greater value within the return window. Where the new stone costs more, the difference is payable before dispatch. Where it costs less, we'll refund the difference.
Damaged or incorrect items
If your order arrives damaged, or is not what you ordered, contact us within [3] days of delivery with photographs. We'll arrange a replacement or full refund including all shipping costs.
Cancellations
Orders can be cancelled at no charge before they are dispatched. Once an order has shipped, our standard return process applies.
Contact
Questions about returns can be sent to [your email] or [your phone number].
[Your business name]
[Your business address]