Return & Exchange Policy

At Natural Gems Atelier, every piece is individually handcrafted to order with great care, time, and attention to detail. Because our jewelry is made specifically for each customer rather than mass produced and held as inventory, all sales are final and we do not accept returns for refunds.

We understand, however, that sometimes a piece may not be exactly what you expected. For this reason, we are happy to offer exchanges within 14 days of delivery on eligible pieces, subject to the conditions below.

Exchange Eligibility

To request an exchange, please contact us at support@naturalgemsatelier.com within 14 days of delivery.

To qualify for an exchange:

• The jewelry must be unworn, unused, and returned in its original condition.
• All original packaging must be included.
• The exchange request must be made within 14 days of delivery.
• The piece must meet the eligibility requirements outlined in this policy.

Once an eligible piece has been safely returned and inspected, the eligible purchase value can be applied toward another piece from our collection.

If the replacement piece has a higher value, the customer will simply be responsible for the difference.

We do not provide refunds for change of mind, preference, sizing concerns, or a decision that the piece is no longer wanted.

Return Shipping for Exchanges

Please do not ship any jewelry back to us without first contacting our team and receiving return authorization and shipping instructions.

International jewelry shipments require careful handling, appropriate insurance, and accurate customs documentation. Returning a piece without our prior authorization or instructions may result in customs delays, additional charges, loss of insurance protection, or other complications.

Once an exchange has been approved, we can arrange a prepaid and insured return shipping label on your behalf.

Any applicable return shipping, insurance, customs, duties, brokerage, or clearance expenses associated with an exchange are the responsibility of the customer and may be deducted from the value applied toward the replacement piece.

No Refunds

Natural Gems Atelier operates an exchange only policy.

We do not accept returns for refunds and do not issue refunds for change of mind.

We strongly encourage customers to contact us before ordering with any questions regarding dimensions, sizing, gemstones, colors, proportions, or customization. Our team is always happy to provide additional information and help you make an informed decision before your piece is created.

This policy does not limit any refund, cancellation, return, or other consumer right that cannot legally be excluded under the laws applicable to a particular transaction.

Custom, Personalized & Altered Jewelry

Custom designed pieces, engraved jewelry, resized pieces, personalized jewelry, and pieces altered or created according to a customer's individual specifications are final sale and are not eligible for exchange or return, except where otherwise required by applicable law.

We encourage customers ordering a customized piece to carefully review all specifications and approvals before production.

Damaged, Defective or Incorrect Items

Our exchange only policy does not mean that we will leave you with a piece that has a genuine craftsmanship issue.

Please inspect your jewelry upon delivery. If your piece arrives damaged, defective, or different from what you ordered, contact us as soon as possible at support@naturalgemsatelier.com with your order information and photographs of the issue.

Our team will review the matter and work with you to provide an appropriate solution.

Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict, or replace consumer rights that cannot legally be waived.

Where applicable consumer protection legislation provides mandatory cancellation, return, refund, warranty, or other rights beyond this policy, those statutory rights will continue to apply.

Contact Us

If you have any questions about a piece before purchasing or need assistance with an exchange, please contact us. We are always happy to help.

Natural Gems Atelier
Phone: +1 514-582-1533
Email: support@naturalgemsatelier.com