Return & Refund Policy

At Bella Gems, we want you to love every piece you buy from us. If something isn't right, this policy explains how returns, exchanges and refunds work. Please read it before placing your order.

1. Return Window

You may request a return within [14 / 30] days of the date your order is delivered. Requests made after this period will not be accepted, except for items that arrive damaged or defective (see Section 5).

2. Eligibility for Returns

To qualify for a return, your item must:

• Be unworn, unused and in the same condition in which you received it
• Have no signs of wear, scratches, damage, alterations, resizing or perfume/cosmetic residue
• Be returned in its original packaging, including the jewelry box, pouch, tags, and any authenticity certificates, gemstone reports or warranty cards that came with it
• Be accompanied by your order number or proof of purchase

We reserve the right to refuse a return if the item does not meet these conditions.

3. Items That Cannot Be Returned

The following items are final sale and are not eligible for return, exchange or refund:

• Custom-made, personalized or engraved jewelry
• Items made to order or designed to your specifications
• Resized or altered pieces
• Loose gemstones that have been cut, set, drilled or otherwise modified after purchase
• Items purchased on clearance or marked "Final Sale"
• Gift cards
• Items returned after the return window has closed

4. How to Start a Return

1. Contact us at [email address] or [phone / WhatsApp number] within the return window. Please include your order number, the item(s) you wish to return, and the reason for the return.
2. Wait for approval. We will review your request and reply within [2] business days with return instructions and a return authorization number.
3. Pack the item securely. Place it in its original packaging inside a sturdy box. Include a copy of your invoice and the return authorization number.

5. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered:

• Contact us within [48 hours / 7 days] of delivery.
• Send clear photos or a short video showing the item, the packaging and any damage. If possible, keep an unboxing video of the parcel.
• We will arrange a free return pickup or provide a prepaid return label, and offer you a replacement or a full refund, including original shipping charges, at your choice.

6. Refunds

• Once we receive and inspect your returned item, we will email you to confirm the outcome. Inspection typically takes [3–5] business days from receipt.
• Approved refunds are issued to your original payment method. Please allow [5–10] business days for the amount to appear, depending on your bank or card provider.
• Refunds cover the price of the item only. Original shipping, handling, insurance and cash-on-delivery fees are non-refundable, unless the return is due to our error or a damaged/defective item.
• If the returned item shows signs of wear or damage, or is missing packaging or certificates, we may issue a partial refund or decline the refund entirely.
• If your order was paid for with a store credit or gift card, the refund will be issued as store credit.

7. Return Shipping Costs

• For change-of-mind returns, the customer is responsible for the cost of return shipping.
• For damaged, defective or incorrect items, Bella Gems covers return shipping.
• We strongly recommend using a tracked and insured shipping method. Bella Gems is not responsible for items lost or damaged in transit back to us, and we cannot issue a refund until the item reaches us.

8. Exchanges

We are happy to exchange an item for a different size, style or colour, subject to availability and the same eligibility conditions as returns. Contact us within the return window to arrange an exchange. If the replacement costs more, you will be asked to pay the difference. If it costs less, we will refund the difference or issue store credit.

9. Cancellations

You may cancel an order before it has been dispatched by contacting us as soon as possible. Once an order has shipped, it is subject to this return policy. Custom and made-to-order items cannot be cancelled once production has begun.

11. Lost or Delayed Parcels

If your order has not arrived within [X] business days of the estimated delivery date, please contact us. We will work with the courier to locate your parcel, and if it is confirmed lost, we will send a replacement or issue a full refund.

12. Payment Disputes

If you have a concern with your order, please contact us first so we can resolve it quickly. Initiating a chargeback or payment dispute without contacting us may delay resolution of your issue.

13. Changes to This Policy

Bella Gems may update this policy from time to time. The policy in effect at the time of your purchase will apply to your order.