Preface

Thank you for your valuable feedback—we appreciate and love every one of you!   This is an improved version of our return, exchange policy. We will listen carefully to your needs and ideas to make us better together. 

 

Summary

Faulty Products: We will cover the shipping expenses for the return and re-delivery of any faulty products.

Hassle-Free Returns: We accept returns within 30 days from the date of receiving your item to request a return.

Time Frame: We aim to process all refunds within 2-3 business days.

 

Transparency

We are committed to ensuring complete transparency and customer satisfaction at every step.  To uphold this, we meticulously photograph and document every aspect of our product packaging and details. This practice serves as proof of the condition and contents of your order, significantly reducing the potential for misunderstandings.

 

1. Defects and Faulty Pieces

We sincerely apologize if you have experienced any fault with your GEMBEA jewelry. If the jewelry exhibits a genuine manufacturing defect (e.g., damaged, broken, or incorrect item received) within 72 hours of receipt, we will provide an exchange once the inspection is complete.

a. Shipping Expenses: GEMBEA will cover the shipping expenses for the return and re-delivery of faulty products. Please email us at service@gembeajewelry.com with a detailed description and a picture of the issue.

b. Verification Process: Verification process: After we receive a description of the defective product, such as photos, our quality control team will evaluate the issues. If confirmed, we will provide a complete replacement, repair or exchange service. 

c. Condition of Return: The faulty item must be returned in its original packaging with all accompanying order information, including the purchase receipt.

 

Non-qualifying faults / Not considered damage :

Factors outside of manufacturing defects or errors

1) Damages resulting from mishandling ( dropping, bending, mishandling, or impact )

2) Improper care  ( expose to harsh chemicals, damp or humid environments )

3) Improper storage ( not keeping pieces in individual Gembea's pouches or jewelry boxes to prevent scratches and tangling )

4) Unauthorized repairs ( modifications, uncertified jeweler work )

5) Any gaps in earring components that may loosen during transit are not considered faulty;    they can be adjusted by hand or with tools.

 

2. Return and Exchange Process

We have a 30-day return policy, which means you have 30 days from the date of receiving your item to request a return.  Please note that baroque pearls and natural pearls are unique, and each one has its own distinct appearance.  Therefore, unless the product has a quality issue, we cannot accept returns based on differences in appearance.

To be eligible for a return, your item must be in the same condition as when you received it – unworn, unused, with tags, custom alphabet products and in its original packaging.  You will also need to provide the receipt or proof of purchase.

Please be aware that our returns warehouse is in China and the customer is responsible for the shipping charges and customs clearance fees when making returns, and the original shipping and handling fees are non-refundable.  We do not accept returns of items that have been worn, scratched, or damaged.  Gembea is not responsible for return shipping and taxes, nor is it responsible for items lost during returns, and refunds will only be made after delivery of the items is confirmed.

 

EXCEPTIONS / NON-RETURNABLE ITEMS:

 

The following items are not eligible for returns:

Engraved products

Customized products

Sample sale products

Sale products

Earrings (we do not accept returns on earrings)

Individual products in sets (the products must be returned as a set to be eligible for a refund)

Items that were worn or sent to you as a replacement/exchange and have already been returned once

Items without jewelry tags

Final sale items (unless required by law)

Baroque pearls and natural pearls that do not have quality issues

 

If you do not clear whether the product you purchased is eligible for return, please contact our service email

 

3. Refund Process

We aim to process all refunds within 2-3 business days. You will receive an email confirmation once your refund has been processed. The refunded amount will be credited within 7-10 business days，depending on your bank's processing time.

Refunds will be issued exclusively as refunded to the original payment method, including credit/debit cards and payment gateways. Please note that we only process transactions through the specified refund methods mentioned above;  transactions outside of these methods will not be accepted.