Refund policy

At Marge Jewelry, we take pride in offering premium jewelry crafted and curated with care. Because our products may include fine gold jewelry, made-to-order pieces, customized jewelry, special sizing, and specially sourced materials, our refund and return rules are designed to protect both our customers and our business while maintaining fairness, transparency, and product integrity.

This Refund Policy governs requests for returns, refunds, and post-delivery concerns for purchases made through our website or other official online channels, unless otherwise expressly stated in writing.

By purchasing from Marge Jewelry, you acknowledge and agree to this Refund Policy, our Cancellation Policy, our Dispute Resolution Policy, our Shipping Policy, and our Terms of Service.

 

1. Scope of This Policy

This policy applies to:

• requests for refunds after an order has been delivered;
• requests for returns of eligible ready-stock items;
• requests involving damaged, defective, incorrect, or materially non-conforming items; and
• other post-delivery concerns submitted through our official customer support channels.

This policy does not govern:

• order cancellation requests made before shipment or fulfillment, which are covered by our Cancellation Policy;
• custom design consultation terms; or
• issues caused by customer misuse, mishandling, accidental damage, or unauthorized alteration.

 

2. General Refund Rule

Refunds are not automatically granted.

All refund and return requests are:

• subject to review;
• subject to eligibility under this policy;
• subject to inspection and verification by Marge Jewelry; and
• may require supporting evidence such as photos, videos, packaging condition, and proof of purchase.

A refund request is only considered approved once Marge Jewelry provides a written confirmation of approval.

 

3. Ready-Stock / Standard Website Orders

For ready-stock or standard website items, a return or refund may be considered only in the following situations:

• the customer received the wrong item;
• the item was damaged in transit, subject to prompt reporting and proof;
• the item has a verified manufacturing defect;
• the item received is materially different from the product description or confirmed order; or
• the item has a verified authenticity or material discrepancy attributable to Marge Jewelry.

For eligible ready-stock items, the customer must contact us within three (3) calendar days from confirmed delivery to report the issue.

Reporting within three (3) calendar days is required for damage, wrong item, missing component, or obvious defect claims so the issue can be properly validated with courier and packaging evidence.

 

4. Change-of-Mind / Preference-Based Returns

Unless expressly approved by Marge Jewelry in writing, we do not guarantee refunds or returns for change-of-mind reasons, including but not limited to:

• customer changed preference after receiving the item;
• customer no longer wants the item;
• item is “different from expectation” but matches the listing or approved specifications;
• wrong size selected by the customer;
• wrong color, length, or option selected by the customer;
• customer ordered the wrong product variant;
• customer found a better price elsewhere; or
• gift recipient preference changed.

Because jewelry is a personal, high-value, and condition-sensitive product, returns for mere change of mind may be denied even if the item is unused.

 

5. Custom Jewelry, Made-to-Order, Personalized, and Special Orders

The following are strictly non-refundable and non-returnable, except where there is a verified seller error or verified manufacturing defect:

• custom jewelry orders;
• made-to-order jewelry;
• personalized or engraved items;
• special order items;
• resized or modified items;
• items involving custom stone, diamond, gemstone, or material sourcing; and
• items made according to the customer’s approved design, CAD, measurement, or specifications.

Exceptions for Custom Items

A refund, repair, remake, adjustment, store credit, or other remedy may be considered only if Marge Jewelry confirms one of the following:

• the delivered item materially does not match the final approved specifications;
• there is a verified manufacturing defect;
• the wrong material, stone, finish, engraving, or ring size was produced due to Marge Jewelry’s error; or
• the wrong custom item was delivered.

If the custom piece matches the customer’s approved quotation, CAD/design, measurements, stone selection, and final specifications, no refund will be due merely because the customer changes their mind after production.

 

6. Non-Refundable Conditions / Return Exclusions

For hygiene, authenticity, and product-integrity reasons, Marge Jewelry may deny any refund or return if the item:

• has been worn, used, or damaged after delivery;
• shows signs of scratches, dents, impact, or mishandling;
• has been resized, repaired, engraved, modified, or altered by any third party;
• has missing tags, packaging, certificate, box, pouch, or accessories, if applicable;
• has been exposed to chemicals, moisture, perfume, lotion, or improper storage causing condition changes;
• was purchased on final sale, clearance, or special non-return terms;
• was correctly delivered but later damaged by customer handling; or
• cannot be properly authenticated due to tampering or alteration after delivery.

 

7. Return Request Deadline

For eligible ready-stock items, the customer must notify Marge Jewelry:

• within three (3) calendar days from confirmed delivery for wrong item, visible damage, incomplete order, or obvious defect claims; and
• if instructed to return the item, must ship or arrange the return within the period stated in the return approval instructions.

Failure to report within the required period may result in denial of the claim.

 

8. How to Request a Refund or Return

To request a refund or return, customers must contact us through our official support channels listed on our website.

Please provide:

• full name;
• order number;
• email address and/or mobile number used for the order;
• date of delivery;
• reason for request;
• clear photos and/or videos of the item;
• clear photos and/or videos of the packaging;
• photo of the shipping label or waybill; and
• clear evidence of the damage, defect, or issue being reported.

Failure to provide sufficient evidence may delay review or result in denial of the request.

 

9. Return Approval Required Before Sending Anything Back

Customers must not return any item without prior written approval from Marge Jewelry.

If a return is approved, Marge Jewelry will provide return instructions.

Any item returned:

• without approval;
• to the wrong address;
• without adequate packaging; or
• in a condition inconsistent with the reported issue

may be refused, returned to sender, or deemed ineligible for refund.

 

10. Inspection and Verification

All returned items are subject to inspection upon receipt.

Marge Jewelry reserves the right to determine, in good faith, whether the item is:

• eligible for refund;
• eligible only for repair or adjustment;
• eligible for replacement or remake;
• eligible for store credit; or
• not eligible for any refund or return.

For jewelry products, Marge Jewelry may choose, at its discretion, the most commercially reasonable remedy, including:

• repair;
• stone tightening;
• adjustment;
• remake;
• replacement;
• partial refund;
• store credit; or
• full refund.

A full refund is not always the default remedy, especially for custom or repairable issues.

 

11. Refund Method

If a refund is approved, it will be issued only to the original payment method used at checkout.

Refunds will not normally be issued through:

• cash;
• remittance;
• e-wallet to another person;
• bank transfer to a different name; or
• any alternative channel unless Marge Jewelry expressly approves or the law requires otherwise.

 

12. Refund Processing Timeline

If a refund is approved:

• Marge Jewelry processing time: within five (5) to ten (10) business days after approval and/or successful inspection of the returned item, if return is required.
• Bank, card, or payment provider posting time: may take an additional seven (7) to thirty (30) business days, depending on the payment provider, acquiring bank, issuing bank, or card network.

 

13. Shipping Fees and Other Charges

Unless the return is due to a confirmed Marge Jewelry error, such as wrong item, verified defect, or proven damage attributable to shipment or packing, the following are generally non-refundable:

• original shipping fee;
• rush handling fee, if any;
• special packaging fee, if any;
• re-delivery or failed-delivery fees;
• return shipping costs;
• payment processing fees charged by third-party providers where non-recoverable; and
• installment-related finance charges or bank-imposed charges, if any.

If the issue is confirmed to be due to Marge Jewelry’s error, we may, at our discretion, cover or reimburse reasonable return shipping costs.

14. Installment, Credit Card, and Payment Gateway Transactions

For payments made via credit card, debit card, installment, or third-party payment gateways, approved refunds remain subject to:

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

Where applicable, installment reversals, statement adjustments, and credit posting timelines are controlled by the relevant bank or payment provider and are outside Marge Jewelry’s direct control.

 

15. Refused Deliveries / Failed Deliveries / Unclaimed Orders

If an order is refused, unclaimed, undeliverable, or returned due to customer-caused issues such as:

• incorrect shipping address;
• unavailable recipient;
• failure to coordinate with courier;
• refusal to accept the parcel;
• failure to pay applicable fees, if any; or
• inability to verify recipient details,

Marge Jewelry reserves the right to deduct from any approved refund:

• original shipping costs;
• return-to-sender costs;
• re-delivery costs;
• payment processing fees; and
• other reasonable handling costs.

For custom or made-to-order items, refused or unclaimed deliveries do not automatically entitle the customer to a refund.

 

16. Fraud Prevention and Abuse Protection

Marge Jewelry reserves the right to deny refunds, returns, replacements, or future purchases in cases of:

• suspicious or fraudulent claims;
• repeated abuse of refund requests;
• inconsistent or manipulated evidence;
• tampering with item or packaging;
• false damage claims;
• chargeback abuse; or
• use of altered, switched, or substituted items.

Where fraud is suspected, Marge Jewelry may retain relevant records and cooperate with payment processors, courier partners, and applicable authorities as permitted by law.

 

17. Disputes and Chargebacks

If a customer has any issue regarding an order, delivery, refund, or payment, the customer agrees to contact Marge Jewelry first so we can review the concern in good faith.

If a chargeback or payment dispute is filed, Marge Jewelry may submit supporting records including:

• order confirmation;
• payment confirmation;
• delivery confirmation;
• product listing details;
• customer communications;
• photos and/or videos;
• approval records for custom work;
• production or customization records;
• policy acceptance logs; and
• courier records.

This is especially important for custom jewelry, made-to-order pieces, size-specific items, card payments, and installment disputes.

 

18. Governing Law

This Refund Policy shall be governed by and construed in accordance with the laws of the Republic of the Philippines.

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

 

19. Policy Acceptance

By completing a purchase through Marge Jewelry, the customer confirms that they have read, understood, and agreed to:

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