Refund policy

Return Policy

At Natural Gems Atelier, we want you to be completely satisfied with your purchase. If, for any reason, you are not entirely in love with your piece, you may request an exchange or refund within 14 days of delivery. Please note the following guidelines:

Eligibility for Returns:

  • Condition: Items must be returned in their original condition—unworn, unused, and in the original packaging.
  • Non-Returnable Items: Custom-designed pieces, engraved jewelry, and resized items are not eligible for return.

Return Process:

  1. Initiate a Return: Contact us at support@naturalgemsatelier.com within 14 days of receiving your order to request a return. We will provide you with detailed return instructions.
  2. Shipping: Once your return is approved, we will send you a prepaid, fully insured return shipping label. Please print this label and schedule a pickup with DHL or Canada Post, or drop off the package at your convenience. The cost of return shipping will be deducted from your refund.
  3. Packaging: Ensure that the item is securely packaged to prevent damage during transit. We recommend using the original packaging if possible.

Refunds:

  • Inspection: Upon receiving and inspecting your return, we will notify you of the approval or rejection of your refund.
  • Processing: If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.
  • Delays: If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@naturalgemsatelier.com.

Damages and Issues:

Please inspect your order upon receipt. If you find any defects, damage, or receive the wrong item, contact us immediately so we can evaluate the issue and make it right.

Exchanges:

To exchange an item, please return the original item following the return process outlined above. Once the return is accepted, you may make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period:

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be returned in their original condition—unworn, unused, and in the original packaging.

Contact Information:

For any return-related questions or assistance, please contact us: