Refund policy
30-DAY RETURN POLICY
We want you to be happy with your Gem N Glow jewelry. You have 30 days after receiving your order to request a return.
RETURN ELIGIBILITY
To be eligible for a return, your item must be:
• In the same condition in which it was received
• Unworn and unused
• With any original tags attached
• In its original packaging
You will also need your receipt or proof of purchase.
HOW TO REQUEST A RETURN
To request a return, please contact us at nataligshop@gmail.com before sending the item.
If your return is accepted, we will provide the return address and packing instructions. Items sent back without first requesting a return will not be accepted.
Approved returns should be sent to:
Gem N Glow by Natali
Str. D. Blagoev 5-A-16
8600 Yambol
Bulgaria
We strongly recommend using a tracked postal service. Gem N Glow cannot be responsible for returned packages that are lost or damaged in transit.
RETURN SHIPPING COSTS
Customers are responsible for return postage and packaging costs unless the item is defective, damaged, or incorrect.
Original shipping costs are non-refundable, except where reimbursement is required by applicable consumer law. For eligible EU withdrawals, the cost of the least expensive standard delivery method will be refunded as required by law. Additional express or upgraded delivery costs are not refundable.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order when it arrives. If the item is damaged, defective, or incorrect, contact us as soon as possible at nataligshop@gmail.com and include clear photographs of the item and packaging.
If the problem is confirmed, we will arrange an appropriate solution at no additional cost to you.
CUSTOM AND PERSONALISED ITEMS
Items made to a customer-requested size, engraved, altered, or otherwise personalised cannot normally be returned unless they arrive damaged, defective, or incorrect.
Standard-size made-to-order pieces remain eligible for return when they meet the return conditions above.
EU RIGHT OF WITHDRAWAL
Customers in the European Union have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without providing a reason.
The right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalised.
To exercise this right, contact nataligshop@gmail.com with a clear statement that you wish to withdraw from the purchase. The customer is responsible for the direct cost of returning the goods unless the item is defective, damaged, or incorrect.
This voluntary 30-day return policy does not limit any mandatory consumer rights provided by applicable law.
EXCHANGES
The quickest way to receive a different item or size is to return the original item. Once the return has been accepted, a new order can be placed separately.
REFUNDS
We will notify you after receiving and inspecting your return.
If approved, the refund will be issued automatically to your original payment method. Please remember that your bank or payment provider may need additional time to process and display the refund.
For returns made under the EU right of withdrawal, refunds will be processed within the legally required period. We may withhold the refund until the returned goods are received or until proof of return is provided.
LEGAL GUARANTEE
Nothing in this policy limits your statutory rights regarding goods that are defective, damaged, or not as described.
QUESTIONS
For any questions about returns or refunds, contact: