Returns, Refunds and Repairs Policy

General Return Policy

• O’Gem allows returns for Products bought from our e-shop within 14 days of the confirmed delivery date.
• Custom Orders and Customized features are considered final sales and cannot be returned for refund.
• Products must be returned in their original, unmodified condition—unused, undamaged, and in their original packaging with the original security tag still attached.
• All returns and exchanges will undergo a quality assurance inspection before they are accepted.

Conditions for Returns

• We cannot accept any Product that shows signs of wear, damage, alteration (such as resizing), or if the security tag has been removed.
• You may be held responsible for any decrease in the product’s value due to handling that goes beyond what is necessary to assess its nature and features.

Initiating a Return

If you wish to return your order, please fill out the online return form with the required details:

• Full Name
• Phone Number
• Order Number
• Type of Return (refund, repair, or size adjustment)

Return for Refund

1. To start a return, please fill out the online return form.
2. Once we receive your return request, we will email you within a few days with instructions on how to return the item.
3. After we receive the returned item and confirm that it meets our conditions and requirements, we will process your refund.
4. You will be notified via email once the refund is issued, along with a Credit Note notification.
5. Your refund will be issued to the same payment method used for the original purchase on our Website after the returned items pass our quality inspection.
6. All return shipments must include a tracking number, be insured, and have a new return address label attached to the package.
7. If the return package is not tracked and insured, we cannot be held responsible if it is lost during the return process.

Return for Repair

1. For repair requests, please complete the online return form, specifying the repair needed in the Message section.
2. Repairs will be evaluated individually, and we reserve the right to determine whether the repair falls under the manufacturing defect warranty.
3. If the repair is not covered under warranty, you will receive a cost estimate based on the extent of the damage or the complexity of the repair, which you must approve before any work begins.
4. O’Gem reserves the right to refuse repairs that we deem unreasonable and to assess whether the damage was due to misuse, improper care, or normal wear and tear.

Reporting Issues

• If you discover a manufacturing defect or receive an incorrect item, please contact us within 48 hours of receiving your jewelry at enquiries@ogemjewelry.com.

Liability for Returns

• O’Gem is not responsible for lost merchandise due to an incorrect address being provided or for delays in the return delivery of products for which you are seeking a refund.
• The risks associated with return shipping rest entirely with you.