Returns and Exchanges

Returns and Exchanges Policy

We value our customers and want you to be completely satisfied with your purchase. If for any reason you are not, we offer a 14-day return policy for non-crystal products.

Eligibility for Return:

• Items must be in their original condition without signs of wear or damage.
• Items returned by mail must be in all original packaging (tags, box, and pouch included).
• No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
• For Lab Grown Diamonds, the SCS certification must be included.

Non-returnable Items:

• Engraved and monogrammed products.
• Earrings used to pierce during a piercing appointment.
• Gift cards.

Return Process:

• For purchases made on our website, you can return your purchases online.
• Please have your order confirmation email, order card, or gift receipt ready.

Return Shipping:

• We offer free 14-day returns for all customers in the US.
• Please note that a return shipping fee is charged for returns shipped from other countries. These return shipping fees are deducted from the refund amount.

Gift Returns:

• We offer store credit for gifted orders returning within the 30-days.
• Please check our return policy to make sure the item is eligible for a return and send us an email requesting your return label.

Warranty:

• We offer a 1-year warranty from the date of purchase.
• This warranty covers any damage to the material or the workmanship of the jewelry.
• The warranty does not cover lost items, scratches that come with normal wear and tear, improper use or storage of your product, and any modification to your product done by a third party outside of our brand

 

For Crystal Products - Return and Exchange Policy

GEMMES by Mushin Atelier is dedicated to providing high-quality, meticulously handcrafted crystal jewelry and materials. Please read the store policies carefully before making a purchase to ensure the rights and interests of both customers and the seller.

Ordering Process & Product Presentation
Each product can be thoroughly described during live sessions (Rednote ID @Gemmes), including design intentions and the natural characteristics of materials, to help customers make informed purchasing decisions.  
If further clarification is needed, a brief product demonstration or feature overview can be provided before shipment.  

For custom jewelry orders, customers must provide reference materials, dimensions, and design requirements. Once production begins, modifications cannot be made, and a **non-refundable 30% deposit** is required for each custom piece.  
Upon order confirmation, production time will vary depending on the level of customization. The estimated shipping timeframe will be provided at checkout.

Return & Exchange Policy
Due to the unique nature of crystal products, returns and exchanges are limited and only applicable under specific conditions.  

Final Sale Policy:

Returns are not accepted based on personal preference, minor variations in natural crystals, or a change of mind after purchase. All products are considered final sale once shipped.  

-Damage from Wear: Jewelry damaged due to improper use, storage, or external forces is not eligible for returns or refunds. As crystals are naturally delicate, customers are advised to handle and store them with care.  
- Manufacturing Defects or Shipping Damage: If a product is damaged due to manufacturing defects or issues during transit, a 100% refund or free replacement will be provided. Customers must submit clear photographic proof within five days of receiving the item to be eligible for a refund or exchange.

Warranty Policy
We are committed to the quality of our products, and all items are covered by a one-year limited warranty within the United States for manufacturing defects only.  

The warranty does not cover:
- Normal wear and tear, including minor surface scratches over time.  
- Damage caused by improper use or external factors.  
- Natural variations in crystal color, texture, or shape, as these are inherent characteristics of the material.  
- Lost or stolen items.  

Warranty claims require proof of purchase and photographic evidence of the damage. Customers may contact us to request repair services.

Customer Service & Satisfaction
We value every customer and strive to provide an exceptional shopping experience. If you have any questions about your order or need assistance, please feel free to contact us, and we will be happy to help. 

 

International Order Policy

1. Shipping & Delivery

   • We ship to most countries worldwide, but delivery times may vary depending on location and customs processing.

   • Customers are responsible for any import duties, taxes, or fees imposed by their country.

2. Returns & Exchanges

   • Due to logistical complexities, we do not accept returns or exchanges for international orders unless the item arrives damaged or defective.

   • If there is an issue with your order, please contact us within 7 days of delivery with photo/video proof for assistance.

3. Warranty & Repairs

   • Products purchased internationally are not covered by warranty unless otherwise specified.

   • For technical support, please contact our customer service team—we’ll do our best to help troubleshoot issues remotely.

4. Order Modifications & Cancellations

   • Orders can only be canceled or modified within 24 hours of placement (before processing/shipping).

5. Lost or Delayed Packages

   • While we provide tracking, we cannot guarantee delivery timelines due to customs delays or carrier issues.

   • If a package is lost in transit, we will assist in filing a claim with the shipping provider.

 

We appreciate your understanding and encourage you to review your country’s import regulations before ordering.

Email: degemmesusa@gmail.com