Refund policy

Gems In Trove Return and Warranty Policy

At Gems In Trove, we value our customers and are committed to delivering high-quality jewelry. If you are not completely satisfied with your purchase, we offer a clear and straightforward returns and exchanges process. Please carefully review the details of our policy below to ensure you understand the terms and conditions.

1. Returns and Exchanges Policy

We offer a 30-day return policy. If you wish to return an item, please review the following conditions:

• Eligibility for Return: To qualify for a return, items must be unused, unworn, in their original packaging, and with all tags attached. You must also provide the receipt or proof of purchase.
• Return Shipping: Return shipping costs are the customer’s responsibility. We recommend using a trackable shipping service or purchasing shipping insurance to ensure the safe return of your item.
• Restocking Fee: A 10% restocking fee will be deducted from any refund. This fee covers the processing, handling, and manufacturing costs associated with returns.
• Return Process: To initiate a return, please email us at info@gemsintrove.com with "Return Request" as the subject. Provide the product details, and we will send you return instructions. Items returned without first contacting us will not be accepted.
• Exchanges: The fastest way to exchange an item is to return the original item, and once the return is accepted, you can place a new order for the replacement item. We cannot hold or reserve items during this process, so we recommend placing a new order promptly.

2. Damages and Issues

Please inspect your order immediately upon delivery. If your item is defective, damaged during transit, or incorrect, please notify us within 48 hours of receiving your order. Claims made after 48 hours will not be considered for damage or defects, as we consider these issues to have occurred after delivery. For any claims, we may ask for photos or videos showing the damage or defect.

• Claims made after 48 hours: Any issues reported after 48 hours will be handled on a case-by-case basis under our standard return or repair policies, but they will not qualify for a full refund or exchange due to damage or defects.

3. Exceptions / Non-returnable Items

Certain items are non-returnable, including but not limited to:

• Custom Products: Personalized, special orders, or custom-made jewelry.
• Sale Items: Items purchased during promotions, sales, or clearance events are final sale and not eligible for returns or refunds.
• Gift Cards: All gift card purchases are non-returnable and non-refundable.

If you are unsure whether an item qualifies for return, please contact us before making your purchase.

4. European Union 14-Day Cooling-Off Period

Customers located in the European Union have the right to cancel or return their order within 14 days of receipt, for any reason and without justification. To qualify for a return:

• The item must be in the same condition as when you received it—unused, unworn, with tags, and in original packaging.
• You must provide proof of purchase.
• Return Shipping Costs: The customer is responsible for return shipping costs.

5. Refunds

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund request. If approved, we will process your refund to the original payment method within 10 business days. Please note:

• It may take additional time for your bank or credit card company to post the refund to your account.
• Refunds may be subject to a 10% restocking fee.
• If more than 15 business days have passed since we’ve approved your return and you haven’t received your refund, please contact us at info@gemsintrove.com.

• 6. Lifetime Warranty Coverage

  At Gems In Trove, we take pride in the quality and craftsmanship of our jewelry. Our lifetime warranty ensures that your jewelry remains a cherished possession for years to come.

  This warranty covers any manufacturing defects that may arise during the lifetime of the product. It does not cover damage caused by misuse, accidents, improper handling, or normal wear and tear.

  Damage caused by misuse, accidents, or normal wear and tear.
• Loss of diamonds or gemstones beyond seven 1mm diamonds.

7. Repair Policy for Damaged Items

• Within 6 Months: Repairs due to manufacturing defects will be provided free of charge. This includes the replacement of up to seven 1mm diamonds at no additional cost. Customers are responsible only for the shipping fees associated with the repair.
• After 6 Months: Repairs will still be offered free of charge for remaking due to manufacturing defects. However, the customer will be responsible for:
  • Shipping fees
  • The cost of any materials used, including replacement of gold or diamonds, if applicable.

8. Incorrect Address

It is the customer’s responsibility to ensure the accuracy of the shipping address provided at the time of purchase. Gems In Trove is not liable for any issues arising from an incorrect shipping address. In the event that a package cannot be delivered due to an incorrect address or if the customer cannot receive the package:

• The customer must place a new order at their expense.
• No refunds or claims will be entertained for lost or undelivered packages resulting from customer error.

9. International Shipping and Warranty

For international customers, all shipping costs for returns, repairs, and warranty services will be the responsibility of the customer. We recommend using a trackable shipping service for all international returns to ensure safe delivery.

10. Sale Items

Sale items purchased during promotions, including Black Friday, Cyber Monday, and other special events, are not eligible for refunds or exchanges. These items are considered final sale.

11. Cancellation Policy

If you wish to cancel your order, please do so within 24 hours of placing your order. Cancellations after 24 hours will incur a 10% cancellation fee due to the commencement of manufacturing processes and material handling.

Important Notes:

• Customer Responsibilities: It is the customer’s responsibility to inspect items immediately, check addresses for accuracy, and ensure that returned products meet the qualifications for returns or exchanges.
• Communication: Please reach out to us at info@gemsintrove.com for any questions or concerns regarding your purchase or return request.

By purchasing from Gems In Trove, you acknowledge and agree to these terms and conditions. We thank you for choosing us for your jewelry needs, and we are committed to providing you with the best possible service.