Refund and Returns Policy
Effective from: January 17, 2025
At SparkleGem, customer satisfaction is our top priority. We offer a simple and transparent Refund and Returns Policy to ensure that you are happy with your purchase. If you are not fully satisfied with your order, we will gladly accept returns under the conditions outlined below.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be returned within 30 days from the date of delivery.
- The item must be in new, unused condition with all original packaging, tags, and labels intact.
- Custom or personalized items are non-returnable unless they arrive damaged or defective.
- Sale or discounted items are also non-returnable, except in cases of defects or damage.
How to Return an Item
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team at info@sparklegemm.com within 30 days of receiving your order. Provide your order number and reason for return.
- Return Authorization: Once we receive your request, we will review the details and provide you with a Return Authorization (RA) number and return instructions.
- Package the Item: Carefully pack the item in its original packaging to ensure it is protected during transit. Include the RA number and any required paperwork inside the return package.
- Ship the Return: Ship the item to the address provided in the return instructions. Please use a trackable shipping method to ensure the safe return of the item. Shipping costs for returns are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong item sent, defective product).
Refund Process
Once we receive your returned item, we will inspect it to ensure it meets the return eligibility criteria. If the item is approved for a refund, the following process applies:
- Refunds will be issued to the original payment method used during the purchase.
- Processing Time: Please allow up to 7 business days for the refund to be processed. The time it takes for the refund to appear on your account will depend on your bank or payment provider.
- If the item is found to be used, damaged, or missing parts, we may deduct a restocking fee or refuse the return.
Exchanges
We do not offer direct exchanges. If you would like to exchange an item, you must return the original item for a refund and place a new order for the desired product.
Damaged or Defective Items
If you receive an item that is defective or damaged, please contact us immediately at info@sparklegemm.com. We will arrange for a return or replacement at no additional cost to you.
- Damaged Items: Please take photos of the damage and send them to us along with your order number.
- Defective Items: If the item is defective, we will provide a replacement or issue a refund.
Non-returnable Items
The following items are not eligible for returns or refunds:
- Custom or personalized jewelry (unless defective or damaged)
- Gift cards
- Items marked as final sale
Shipping Costs for Returns
- Customers are responsible for return shipping costs, except when the return is due to an error on our part (e.g., wrong product shipped, defective item).
- We recommend using a trackable shipping method to ensure that your return reaches us safely.
International Returns
For international orders, customers are responsible for the return shipping costs. Please ensure that any customs duties or taxes are paid prior to returning an item.
Contact Us
If you have any questions about our Refund and Returns Policy or need assistance with a return, please do not hesitate to contact us:
Email: info@sparklegemm.com
Phone: 248 – 359 – 3286
Address: 14 Stony Run Stevens, Pennsylvania
Website: sparklegemm.com
