Refund policy

Return Policy Overview

At LovEmbrace Jewelry, we are committed to ensuring your complete satisfaction with every purchase. We understand that purchasing jewelry is a personal and meaningful experience, and we want you to feel confident in your investment. This policy outlines our return and refund procedures to provide clarity and transparency for all our valued customers.

30-Day Return Window

All eligible items must be returned within 30 days of the delivery date to qualify for a refund or exchange. Once a product has been in your possession for longer than 30 days, we cannot offer a refund due to the natural wear and tear that occurs with daily use of jewelry. The 30-day period begins from the date of delivery as confirmed by our shipping carrier, not from the date of purchase.

European Union 14-Day Cooling Off Period

For customers located within the European Union, you have the right to cancel your order within 14 days of receiving your item without providing any reason, in accordance with EU consumer protection regulations. This 14-day cooling off period is separate from and in addition to our standard 30-day return policy. EU customers may choose to exercise either the 14-day statutory right or our extended 30-day return window, whichever is more beneficial to their situation. Please note that custom-made and personalized items remain exempt from this cooling off period as permitted under EU consumer law for goods made to customer specifications.

Custom and Made-to-Order Products

Custom-made products cannot be returned or refunded due to their one-of-a-kind nature. This includes all personalized jewelry, custom engravings, bespoke designs, and pieces made to specific customer measurements or specifications. Since these items are uniquely created for individual customers and cannot be resold, all custom orders are considered final sales. Customers will be asked to confirm their custom specifications and acknowledge this no-return policy before we begin production of any custom piece.

However, if your custom-made product arrives with an issue such as damage during shipping, incorrect engravings that do not match your specifications, or faulty jewelry due to manufacturing defects, we will absolutely provide a full refund or replacement. These quality issues are covered under our commitment to craftsmanship excellence, regardless of whether the item is custom-made or ready-made.

Quality Issues and Manufacturing Defects

If there is an error with your product, such as a damaged ring, incorrect or tarnished engraving, missing components, or any other manufacturing defect, we will gladly resolve the issue at no cost to you. To begin the resolution process, we will ask you to provide clear photographs of the issue for our internal review system. These photos should clearly show the problem from multiple angles when possible, allowing our quality assurance team to properly assess the situation.

Our customer service team will respond to your quality concern within 24 to 48 hours of receiving your photos and documentation. After reviewing your case, we will determine the most appropriate resolution, which may include a full replacement of the item, professional repair services, or a complete refund if replacement or repair is not feasible.

Standard Returns for Ready-Made Items

Ready-made jewelry items that are not custom or personalized may be returned within the 30-day window provided they meet our return conditions. Items must be in their original, unworn condition with all original packaging, tags, and certificates of authenticity included. The jewelry should show no signs of wear, damage, or alteration from its original state.

Return Process

To initiate a return, please contact our customer service team within 30 days of receiving your order. You will need to provide your order number, the reason for your return, and any relevant photos if the return is due to a quality issue. Our team will guide you through the return process and provide you with specific instructions for packaging and shipping your item back to us.

When returning items, please ensure they are securely packaged using appropriate protective materials to prevent damage during transit. We recommend using the original packaging when possible and choosing a shipping method that provides tracking and insurance for valuable items.

Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original method of payment used for the purchase. Please note that it may take additional time for the refund to appear on your statement depending on your financial institution's processing times.

Exchanges

We are happy to accommodate exchanges for ready-made items of equal value, such as different sizes or alternative designs from our current collection. If you wish to exchange for an item of greater value, you will be responsible for paying the price difference. Please note that exchanges for custom pieces are extremely limited and subject to individual assessment based on the nature of the modification requested.

International Orders

For international customers, please be aware that return shipping costs are the responsibility of the customer, and additional time may be required for processing due to customs and international shipping requirements. Refunds for international orders will be processed in the original currency of purchase, and any currency conversion fees imposed by financial institutions are not covered by LovEmbrace Jewelry.

Contact Information

For all return and refund inquiries, please contact our customer service team at info@lovembrace.com. Our customer service hours are Monday through Friday 8:30am - 10:30pm, Saturday 10am - 4pm, and we are closed on Sunday. We strive to respond to all inquiries within 24 to 48 hours during business days.

Policy Updates

LovEmbrace Jewelry reserves the right to update or modify this refund policy at any time. Any changes will be posted on our website with an updated effective date, and customers will be notified of significant policy changes through email communication. This policy is effective as of [effective date] and supersedes all previous versions.

We appreciate your understanding of these policies and your trust in LovEmbrace Jewelry. If you have any questions about this refund policy or need assistance with a return, please don't hesitate to reach out to our customer service team.