We offer a 28-day withdrawal period beginning from the date you receive your order. This window allows you the flexibility to return your item for any reason, ensuring your experience with our jewellery is as seamless as the designs themselves.
To be eligible for a refund, please ensure the item is returned in its original condition, unworn, undamaged, and in its original packaging (this includes the jewellery box and pouch).
Instead of exchange, we make it simple: treat your exchange like a return. Once you send back the item for a refund, you can then easily place a new order on our online boutique.
Please note that the original shipping charge is non-refundable.
On that page, you can easily fill in your order number, the item(s) you wish to return, and the original purchaser's email address.
Once your request is submitted, we will notify you by sending a ‘Return Notification’ email that includes your necessary shipping details. If it is not immediately visible, it is worth checking your spam or junk folder.
Please send your return within 7 days of receiving this email notification.
Return shipping costs will be at your own cost.
Please utilise a traceable delivery service for your return. We strongly advise retaining your proof of postage until we have formally confirmed receipt of your goods.
All returns undergo a thorough quality inspection upon arrival. Ugems co. reserves the right to refuse a refund if an item is found to be worn, damaged, or missing its original packaging.
Once the return item is verified, you will receive a refund confirmation email.
We'll process your refund within 7–10 business days of receiving your returned item. Please note that the time it takes for the funds to appear in your account may vary depending on your banking establishment.
The funds for your return will be credited back to the original payment method used for your purchase.
Should a return fail our quality inspection, the items will remain the property of the customer and a refund will not be issued. In such instances, we will contact you to facilitate the return of the jewellery at your own expense.
