Refund policy

💎 Ecogemma – Returns & Refunds Policy

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At Ecogemma, we want you to feel completely confident in your purchase. If something isn’t quite right, we’re here to help.

⏱️ 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days from the date you receive 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 and unused

  • With all tags and seals intact

  • In its original packaging (including jewelry box, certificates, and accessories)

  • Accompanied by receipt or proof of purchase

📩 How to Start a Return

To start a return, please contact us at:
📧 support@ecogemma.com

Returns must be sent to the following address:

Room 908, 8-1 Yixinyuan, Xinghewan, Panyu District,
Guangzhou, Guangdong Province, China 511430

If your return is accepted, we will:

  1. Provide a return shipping label (where applicable)

  2. Send instructions on how and where to send your package

⚠️ Important: Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at 📧 support@ecogemma.com.

🧿 Damages & Issues

Please inspect your order upon arrival and contact us immediately if:

  • The item is defective

  • The item is damaged

  • You received the wrong item

We will review the issue and work with you to repair, replace, or refund as appropriate.

🚫 Non-Returnable Items & Exceptions

Because of the nature of fine jewelry and hygiene/safety standards, certain items cannot be returned:

  • Custom or personalized pieces (including custom sizing, engraving, or made-to-order designs)

  • Final sale / clearance items

  • Gift cards

If you’re unsure whether your item is eligible for return, please contact us before purchasing or before initiating a return.

🔁 Exchanges

If you would like a different size or style, the fastest way is to:

  1. Return the item you have (following the process above)

  2. Once your return is approved, place a new order for the item you prefer

This ensures the new piece is reserved for you and shipped promptly.

🇪🇺 European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

To qualify, your item must be:

  • In the same condition as received

  • Unworn and unused

  • With tags intact

  • In its original packaging

  • Accompanied by receipt or proof of purchase

This right is in addition to our standard 30-day policy.

💳 Refunds

Once we receive and inspect your return, we will notify you whether your refund is approved or declined.

If approved:

  • A refund will be issued to your original payment method within 10 business days

  • Please note that your bank or credit card provider may require additional time to process and post the refund

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
📧 support@ecogemma.com