Overview
Thank you for choosing One Birthstone! We are committed to providing you with high-quality birthstone jewelry and a worry-free shopping experience.If you are not satisfied with your purchase, you can request a return or exchange within 30 days of receiving the item.Please read the following policy to ensure your return or exchange request is processed smoothly.
1. Return & Exchange Conditions
- The item must be in brand new, unused, unworn, and undamaged condition, and all original packaging, tags, and certificates must be included.
- Return or exchange requests must be submitted within 30 days of receiving the item. Requests beyond this period will not be processed.
- Customized birthstone jewelry (such as engraved items, custom sizes), sale items, and personalized designs are generally not eligible for return or exchange unless there is a clear quality issue.
2. Return & Exchange Process
- Submit a Request: Submit your return or exchange request through our customer service email support@onebirthstone.com, providing your order number, item photos, and detailed reason for the return or exchange.
- Review & Confirmation: We will review your request within 3 business days and contact you via email to confirm the details of the return or exchange.
- Return the Item: After receiving the confirmation notice, please return the item along with the invoice, original packaging, certificates, and return/exchange form to our designated address. Shipping costs are borne by the buyer unless there is a quality issue with the item.
- Inspection & Processing: We will inspect the returned item within 5 business days of receiving it. If the return or exchange is approved, we will process your refund or exchange.
- Refund: Refunds will be returned to the original payment account, with a processing time of 3 business days, depending on the payment platform’s processing speed.
3. Return Fee
- If the return is due to our problem (e.g. incorrect product, product quality issue, wrong address sent), We will take care of all costs.
- If the return is due to the buyer’s problem (e.g. incorrect product/size ordered, incorrect or incomplete mailing address provided or don’t like/don’t want the item) the buyer shall pay for the shipping charges incurred in returning the item.
- No restocking fee will be charged to the consumer for returned products.
4. Refunds
- Once we have received and inspected your returned package, we will notify you of the approval or denial of your refund. If you are approved, the refund will be returned within 1-3 business days in the original form of payment. If we receive your returned package and it does not meet the conditions for a refund or exchange, we will contact you by email.
- If you have not received your refund within 3-5 business days, please check your bank account again. Then contact your bank or credit card company. Refunds may take some time to be officially issued. If you have completed all of these actions and still have not received your refund, please contact us at support@onebirthstone.com.
5. Order Cancellation
- If you contact us promptly after your purchase, we can cancel your order for you. If your payment has been completed and the package has not been shipped, you may cancel your order before the item is shipped. We will refund your money in full.
- Once the package has been shipped it is not possible to cancel the order, only to go through the process of return or exchange.
6. Product Damage
- If any part is damaged in transit or any defect is found during installation, we will replace the part free of charge. However, damage/loss caused by the customer is not refundable.
Contact us at support@onebirthstone.com for questions related to refunds and returns.
Thank you for your understanding and support. We look forward to providing you with excellent service!
