Returns and Refunds Policy
At HolaGem, we strive to ensure your complete satisfaction with every gemstone purchase. However, we understand that sometimes situations may arise where you might need to return an item. We have a hassle-free returns and refunds policy in place to make this process as smooth and transparent as possible.
Returns and Refund Conditions
- Eligibility for Returns:
- You can initiate a return request within 30 days of receiving your order. If 30 days have gone by since the delivery of your purchase, unfortunately, we cannot offer you a refund or exchange.
- To be eligible for a return, the item must be in its original condition, unused, and in the same packaging as when you received it. Any gemstones that show signs of wear, damage, or alteration will not be eligible for return.
- Return Process:
- To initiate a return, please contact our customer support team with your order details and reason for the return. Our team will guide you through the return process and provide you with the necessary instructions.
- It is essential to ensure that the gemstone is securely packaged to prevent damage during transit. We recommend using a reliable shipping method with tracking and insurance for your return shipment.
- Refund Process:
- Once we receive your returned item and verify its eligibility, we will process your refund. Please note that this process may take up to 7-10 business days from the date of receiving the returned item.
- The refund will be issued to the original payment method used during the purchase. If the original payment method is no longer available, we will discuss alternative refund methods with you.
- Non-Refundable Items:
- Customized or personalized gemstone orders are not eligible for returns and refunds unless there is a manufacturing defect or damage during transit. We will work with you to find a suitable solution in such cases.
- Damaged or Defective Items:
- If your gemstone arrives damaged or defective, please contact us immediately. We will arrange for a return and replacement or a full refund, depending on your preference.
- Return Shipping Costs:
- Unless the return is due to an error on our part (e.g., wrong item shipped or damaged during transit), customers are responsible for the return shipping costs.
- Late or Missing Refunds:
- If you haven't received your refund within the specified period, please check your bank account or contact your credit card company. It may take some time before the refund is officially posted.
- If you've done all of this and still have not received your refund, please contact us, and we will investigate the matter promptly.
How to Contact Us?
If you have any questions or concerns regarding our returns and refunds policy, or if you need assistance with a return, please don't hesitate to reach out to our customer support team. We are here to help and ensure that your shopping experience with HolaGem is nothing short of exceptional.
Note: HolaGem reserves the right to amend or modify the returns and refunds policy at any time. The policy in effect at the time of your purchase will apply to your order. It is advisable to review this page periodically for any updates or changes.