Cancellation Policy

At Marge Jewelry, we begin reviewing and processing orders as quickly as possible to ensure timely fulfillment and a smooth customer experience. Because some of our products may involve limited inventory, handcrafted preparation, personalization, custom design work, or special sourcing of materials, customers are encouraged to review their order carefully before completing checkout.

This Cancellation Policy applies only to requests to cancel an order before fulfillment. Once an item has already been delivered, any request for return, exchange, or refund will be governed separately by our Refund Policy and other applicable website policies.

By placing an order on our website, you acknowledge and agree to this Cancellation Policy, our Refund Policy, our Dispute Resolution Policy, and our Terms of Service.

 

1. Scope of This Policy

This policy governs order cancellation requests made after checkout but before delivery.

This policy does not govern:

• returns after delivery;
• exchanges after delivery;
• warranty claims;
• product defects discovered upon receipt; or
• other post-delivery issues.

Those matters are handled separately under our Refund Policy and other applicable policies.

 

2. Cancellation Requests for Ready-Stock / Standard Website Orders

For ready-stock or standard website orders, cancellation requests may be considered only before the order has been accepted for processing, packed, prepared for shipment, or released to a courier.

As stated in our Terms of Service, Marge Jewelry may be unable to accommodate cancellation requests once an order has been accepted.

A cancellation request for a ready-stock item is not automatically approved and remains subject to order-status verification by Marge Jewelry.

 

3. Non-Cancellable Orders

The following orders are generally not eligible for cancellation once payment has been confirmed and/or work has started:

• custom jewelry orders;
• made-to-order items;
• personalized or engraved items;
• resized or modified items;
• orders involving special sourcing of gold, diamonds, gemstones, or other materials;
• orders where design consultation, quotation approval, or production preparation has already begun; and
• orders already packed, endorsed for shipment, or released to courier.

For avoidance of doubt, custom products, special orders, and personalized items are treated as non-returnable under our Refund Policy, and this same principle also applies to cancellation once work has started.

 

4. Custom Jewelry and Made-to-Order Orders

Because custom and made-to-order jewelry is specially prepared for the customer and may involve design development, material allocation, labor, and sourcing, these orders become final and non-cancellable once any of the following has occurred:

• consultation or design discussion has been confirmed;
• quotation has been accepted;
• deposit or payment has been received;
• CAD/design work has started;
• diamond or gemstone sourcing has started;
• materials have been allocated;
• production scheduling has begun; or
• manufacturing or craftsmanship has started.

Once any of the above has started, the order is considered confirmed and committed for production, and cancellation may no longer be possible.

 

5. Timing of Cancellation Requests

If a customer wishes to request cancellation, the request must be made as soon as possible after checkout.

For standard ready-stock website orders, customers are strongly encouraged to submit any cancellation request immediately after placing the order.

Even if a request is made shortly after payment, cancellation may still be denied if:

• the order has already been accepted;
• payment has already been captured and cleared;
• processing has started;
• packing has started;
• production or sourcing has started; or
• shipment has already been prepared.

 

6. How to Request Cancellation

To request cancellation, customers must contact Marge Jewelry through our official support channels listed on the website.

Please provide:

• full name;
• order number;
• email address and/or mobile number used for the order;
• date and time of purchase; and
• reason for cancellation.

A cancellation request is not considered approved unless and until Marge Jewelry provides a written confirmation of approval.

 

7. Relationship to Refund Policy

If an order has already been delivered, or if a cancellation is no longer possible because the order has already been processed, packed, shipped, or fulfilled, any request for return or refund will be evaluated under our Refund Policy.

Our Refund Policy provides that:

• eligible refunds for ready-stock items are considered only for wrong items, verified defects, or confirmed damage reported within the required period;
• custom products, special orders, personalized items, and made-to-order items are generally non-refundable and non-returnable, except in cases of verified seller error or verified manufacturing defect; and
• approved refunds are issued back to the original payment method.

Nothing in this Cancellation Policy expands return or refund rights beyond what is stated in the Refund Policy.

 

8. Approved Cancellations and Payment Reversal

If a cancellation request is approved, Marge Jewelry may process the payment as either:

• a void or reversal (if still possible before final settlement); or
• a refund (if payment has already been settled or posted).

Approved cancellations are refunded only to the original payment method used at checkout.

Marge Jewelry does not guarantee immediate posting of reversed or refunded amounts, as actual crediting time depends on:

• the payment gateway;
• the acquiring bank;
• the card issuer; or
• the relevant payment provider.

 

9. Credit Card, Installment, and Payment Gateway Transactions

For payments made through credit card, debit card, installment, or other third-party payment channels (including BDO payment gateway or similar providers), approved cancellation reversals and refunds remain subject to:

• payment gateway procedures;
• acquiring bank procedures;
• issuing bank timelines;
• card network processing rules; and
• where applicable, installment reversal timelines.

If a payment-related issue arises, the customer agrees that the matter may also be subject to the procedures of the relevant payment provider, without prejudice to Marge Jewelry’s own review and assistance, consistent with our Dispute Resolution Policy.

 

10. Fraud Review, Verification, and Merchant-Initiated Cancellation

Marge Jewelry reserves the right to place orders on hold, request verification, or cancel an order before fulfillment in cases including but not limited to:

• suspected fraud;
• failed payment authorization;
• billing and shipping information mismatch;
• inability to verify the purchaser;
• pricing or listing error;
• inventory or stock discrepancy;
• unavailable materials; or
• force majeure or events beyond our control.

If Marge Jewelry cancels an order before fulfillment, any eligible payment received will be reversed or refunded through the original payment channel, subject to processing timelines of the relevant payment provider.

 

11. Disputes and Chargebacks

If a customer has any concern regarding an order, cancellation, payment, refund, delivery, or customization, the customer agrees to contact Marge Jewelry first so that the matter may be reviewed and addressed in good faith.

This is consistent with our existing Dispute Resolution Policy, under which:

• customers should first contact Marge Jewelry directly;
• unresolved matters should first be pursued through mediation or alternative dispute resolution (ADR) before formal legal action; and
• payment-related disputes may also be subject to the procedures of the relevant payment provider.

If a chargeback or payment dispute is filed for an order that was:

• already accepted;
• already in processing;
• already in production;
• custom-made;
• personalized; or
• already shipped,

Marge Jewelry reserves the right to submit supporting documentation including:

• order records;
• timestamps;
• customer communications;
• approval records;
• design or CAD approvals;
• production records;
• shipping records; and
• policy acceptance logs.

 

12. Governing Law

This Cancellation Policy shall be interpreted in a manner consistent with Marge Jewelry’s existing policies and shall be governed by the laws of the Republic of the Philippines.

Nothing in this policy limits a customer’s rights under applicable Philippine consumer protection laws.

 

13. Policy Acceptance

By completing a purchase on our website, the customer acknowledges that they have read, understood, and agreed to:

• this Cancellation Policy;
• our Refund Policy;
• our Dispute Resolution Policy;
• our Terms of Service; and
• any other applicable policies posted on our website.