Refund and Return Policy

Returns and Exchanges Policy

This Returns and Exchanges Policy ("Policy") forms a part of our Terms of Use ("Terms") and includes all definitions and conditions specified therein. Any terms not explicitly defined in this Policy will carry the meanings assigned to them in the Terms.

Return Policy

You may return eligible items within 14 (fourteen) calendar days of receiving your order. All returns are subject to approval by Empathy Gems, and we reserve the right to decline a refund at our discretion. Items must be unworn, in their original condition, and include all original packaging, instructions, and documentation.

Exchange Policy

Eligible items can be exchanged for another product within 14 (fourteen) calendar days of receipt. All exchange requests are subject to approval by Empathy Gems, and we reserve the right to refuse an exchange at our discretion. Items must be in brand-new, unworn condition and include all original packaging, instructions, and documentation.

Order Cancellation

To cancel your order, please contact us through our "Contact Us" form within 24 hours of placing it. Please note that our fulfillment process is quick, and once the package is shipped, cancellation requests cannot be processed.

After 14 (fourteen) calendar days, we no longer accept returns or exchanges. Please note that shipping fees are non-refundable.

Jewelry repaired by third-party jewelers is not eligible for return or exchange. We also do not provide replacements or refunds for lost or stolen items.

Gift Exchanges

If you received a piece as a gift, it can be exchanged within 14 (fourteen) calendar days from the date the original order was received by the purchaser. All exchange requests are subject to approval by Empathy Gems, and we reserve the right to decline an exchange at our discretion. The item must be unworn, in its original condition, and accompanied by all packaging, instructions, and paperwork.

Initiating a Return

  • Submit a Request: Use our "Contact Us" form to initiate a return. Our team will guide you through the next steps.

  • Visit a Store: If more convenient, you can bring your item to one of our stores to complete your return or exchange.

Return Shipping

Empathy Gems does not cover the cost of return shipping. Customers are responsible for all associated shipping fees. We recommend using a trackable shipping service, as Empathy Gems cannot guarantee receipt of returned items and is not liable for lost packages.

Processing Refunds or Exchanges

Refunds or exchanges will be processed within 24-72 hours after we receive your package. A confirmation email, including tracking details, will be sent to the email address provided with your original order.