Refund and Return Policy
Effective Date: December 10, 2024
At Shine Gemm, we strive to provide our customers with high-quality products and excellent service. If for any reason you are not completely satisfied with your purchase, we offer a clear and fair return and refund policy to ensure your satisfaction. Please read the following information carefully.
1. Eligibility for Returns
We accept returns for most products within 30 days from the date of delivery. To be eligible for a return:
- The item must be unused, unworn, and in its original condition.
- The product must be returned in its original packaging, if applicable.
- You must provide proof of purchase, such as your order number or receipt.
- Custom-made or final sale items are not eligible for return.
2. How to Return an Item
To initiate a return, follow these steps:
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Contact Us: Before returning any item, please contact us at contact@shinegemm.com or call (616) 891-5862 to request a return authorization. You will need to provide your order number and the reason for the return.
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Return Authorization: Once your return request is approved, you will receive a Return Authorization Number (RAN) and detailed return instructions.
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Pack the Item: Securely pack the item in its original packaging, if possible. Include the proof of purchase and write the Return Authorization Number on the package.
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Ship the Item: Return shipping costs are the responsibility of the customer unless the return is due to a mistake on our part (such as receiving a defective or incorrect item). We recommend using a trackable shipping service for returns. We are not responsible for items lost in transit.
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Return Processing: Once we receive your returned item, it will be inspected. If the return is approved, we will process your refund or exchange. Please allow up to 5-7 business days for the return to be processed.
3. Refunds
Once your return is processed and approved, we will issue a refund to your original payment method. Please note:
- Refund Processing Time: Refunds will be processed within 5-7 business days of receiving the returned item. Please allow additional time for the refund to reflect in your account, depending on your payment provider.
- Shipping Costs: Shipping fees are non-refundable, unless the return is due to our error (e.g., defective or wrong item).
- Partial Refunds: If the item is returned in a condition that is not new, we reserve the right to issue a partial refund based on the condition of the returned item (e.g., opened packaging, damaged items).
4. Exchanges
At this time, we do not offer direct exchanges. If you would like to exchange an item for a different size, color, or product, you will need to return the original item for a refund and place a new order for the desired item.
5. Defective or Damaged Items
If you receive a defective or damaged item, please contact us immediately at contact@shinegemm.com or call (616) 891-5862. We will arrange for a return, and you will receive either a replacement item or a full refund at no additional cost.
- Proof of Damage: For damaged items, please provide photos of the damage to help us process your claim faster.
6. Late or Missing Refunds
If you haven’t received a refund yet, please check with your bank or credit card company as it may take additional time for the refund to be officially posted. If after this you still have not received your refund, please contact us at contact@shinegemm.com.
7. Non-returnable Items
The following items are non-returnable and non-refundable:
- Custom-made or personalized items
- Final sale items
- Clearance or deeply discounted items (unless defective)
8. How to Contact Us
If you have any questions or concerns about our Refund and Return Policy, or if you need assistance with your return, please contact us:
- Email: contact@shinegemm.com
- Phone: (616) 891-5862
- Street Address: 5248 Swanwood St SE #43, Caledonia, Michigan (MI), 49316, United States
- Website: shinegemm.com