Refund policy

Refund and Returns Policy

1. Return & Refund Policy

Thank you for shopping with Ella Gems. This Refund & Return Policy applies to all lab-grown gemstones and jewelry products purchased on our official website. By placing an order, you acknowledge and agree to the terms below. We strictly control product quality before shipment to ensure the highest standards.

1.1 Eligibility for Returns & Exchanges We accept returns and exchanges within 30 calendar days from the date you receive your order. To be eligible:

  • All items must be unused, unmodified, and in original new condition.
  • All original packaging, gift boxes, tags, certificates, and accessories must be intact and returned together.
  • Products must not be scratched, worn, resized, repaired, or damaged by human factors.
  • Customized personalized jewelry (engraved, custom size, custom design) and loose stones are non-returnable and non-refundable, except for quality defects caused by our production.

1.2 Quality Guarantee As a professional lab-grown gemstone and jewelry supplier, all our products undergo strict quality inspection before shipment. If you receive defective products, wrong items, or missing accessories due to our mistakes, we will provide free replacement, full refund, or free reshipment services without additional cost within the valid return period.

1.3 Non-Returnable Conditions We reserve the right to reject return or refund applications under the following situations:

  • Return application exceeds the 30-day valid period.
  • Products are damaged, worn, modified, or have lost accessories due to personal use.
  • Custom-made personalized jewelry or loose stones without factory quality problems.
  • Improper maintenance leading to product damage, scratches, or deformation.

1.4 Return Shipping Fee & Handling Fee

  • Our responsibility (quality problem, wrong item, missing parts): We bear the return shipping cost and reshipment cost.
  • Customer voluntary return (no quality problem): The customer is responsible for all return shipping fees, international tariffs, and handling fees. The original transaction handling fee charged by the payment channel will not be refunded.

1.5 Refund Processing Time After we receive and inspect your returned items and confirm compliance with return conditions, we will process your refund within 3-7 working days. The refund will be returned to your original payment channel. The actual arrival time depends on the processing rules of your payment provider.

1.6 Post-Arrival Inspection & Verification Terms (Core Rules) To guarantee the authenticity, integrity, and quality of our lab-grown gemstones and jewelry products, all our items are equipped with original anti-counterfeit security seals before shipment. No product will be delivered without an intact official seal. All return, refund, quality dispute, and product inspection applications must comply with the following unified verification rules:

  • Seal Integrity Rule: The original security seal is the only valid proof of intact original packaging. Any return, quality complaint, or inspection application is only acceptable if the seal is unbroken, unopened, and undamaged. Products with torn, cut, altered, or missing seals will be considered manually modified and will not be eligible for return, refund, or free after-sales service.
  • Mandatory Full Video Recording: If customers need to apply for product inspection, quality verification, dispute confirmation, or after-sales processing after receiving the package, a complete unboxing video is mandatory. The video must record the entire process continuously without interruption, editing, or splicing, starting from the intact sealed package before opening, covering the whole process of unsealing, taking out the product, and product inspection.
  • Official Inspection Support: We fully recognize and accept the test results issued by formal professional testing institutions (e.g., IGI, GIA). However, customers must send the fully sealed and unopened products for official quality inspection. Any inspection dispute must be accompanied by the mandatory full unboxing video as described above.
  • Invalid Verification Situation: Inspection results or dispute claims without complete original unboxing videos, or videos that do not show the intact seal before opening, will be deemed invalid and will not be accepted for after-sales compensation or dispute resolution.

2. Shipping Policy

This Shipping Policy regulates the order processing, shipping time, delivery rules, and relevant responsibilities for all international orders placed on Ella Gems.

2.1 Order Processing Time

  • In-stock products (Loose stones & ready-to-ship jewelry): We will arrange production inspection, packaging, and shipment within 5-10 working days after order payment and information confirmation.
  • Customized products: The production cycle is 10-15 working days according to the customization requirements.
  • Orders will not be processed on weekends and official holidays. The shipping time will be postponed accordingly.

2.2 Shipping Method & Delivery Time We adopt official international express delivery (e.g., UPS, DHL, FedEx) for all overseas orders, with stable timeliness and full tracking service:

  • North America / Europe: 3-7 working days
  • Other global regions: 5-12 working days After the goods are shipped, we will send the official tracking number to your email in real time. You can check the logistics status online at any time.

2.3 Customs & Tariff Rules

  • All international cross-border shipments may incur local customs duties, import taxes, and handling fees, which are borne by the customer.
  • We will strictly declare the product value in accordance with international customs regulations.
  • Customs clearance delay, tariff inspection, and temporary detention caused by local customs policies are beyond our control, and we will actively cooperate with customers to solve relevant problems.

2.4 Logistics Exception Handling

  • Lost or damaged during transportation: We will verify the logistics situation with the courier company. Once confirmed as logistics responsibility, we will provide free reshipment or full refund.
  • Incorrect delivery address: If the delivery failure or wrong delivery is caused by the customer filling in the wrong address, the customer shall bear the corresponding logistics cost and loss.
  • Unclaimed package: Packages returned due to long-term unclaimed by customers will be processed according to logistics rules, and the secondary shipping fee shall be borne by the customer.

2.5 Delivery Confirmation After the logistics system shows “delivered” or "signed", it is deemed that the order has been successfully completed. If you do not receive the package after the logistics shows signed, please contact us within 48 hours for verification and processing.

2.6 Policy Update We reserve the right to update this Return & Shipping Policy irregularly to adapt to business and international logistics rule adjustments. The updated terms will take effect immediately after being posted on our official website.

Contact Us: For any after-sales service or shipping inquiries, please email customerservice@ellagems.store with your order number and relevant details. Do not return an item until we have approved the request and provided return instructions.