Refund policy

Refund & Return Policy

At Facets Gems, your satisfaction is our priority. Please review our policy below for returns, refunds, and exchanges.

1. Return Eligibility

• Returns must be initiated within 14 calendar days of delivery
• Items must be unworn, unused, and in original condition with all packaging, tags, and certificates intact
• Non-returnable items: Customized, engraved, or made-to-order jewelry (final sale)

2. Refund Process

• Undelivered or empty packages: Must include a complete unboxing video for claim verification
• Once we receive and inspect your return, you'll be notified of approval or rejection
• Approved refunds are processed to your original payment method within 5–10 business days
• Please allow your financial institution additional processing time. If you haven't received your refund after 15 business days, contact us at facetsgems@aol.com

3. Exchanges

• Eligible items may be exchanged for products of equal or greater value
• Price differences must be paid by the customer

4. Return Shipping Guidelines

• Use a trackable and insured shipping service for all returns
• Facets Gems is not responsible for items lost or damaged during return transit
• Used, damaged, or altered items will not be accepted

5. Damaged or Incorrect Orders

• Report damaged or incorrect items within 48 hours of delivery
• Include photographic evidence with your claim
• We'll provide a replacement or full refund at no cost to you

6. How to Initiate a Return

Email us at facetsgems@aol.com with:

• Your order number
• Reason for return
• Photos (if applicable)