Refund policy
Returns & exchanges
Our policy lasts 14 days. By law you have the right to notify the seller within 14 days after receiving a product and expressing a desire to return a product. An item must be returned to a seller no later than 14 days after the notice of withdrawal. The buyer is responsible for the return shipping fee and all possible taxes. Our shipping label costs 50 EUR and includes all documentation, but you can choose your preferred method. We always recommend our shipping labels to reduce all possible risks of documentation mistakes.
Please respect our work, every item is made to order, most of the items can't be reused due to their nature and we hope for your responsibility!
Restocking fee:
- 100 EUR for orders canceled later than 2 hours after purchase, 150 EUR for orders already shipped. This amount will be deducted from a full refund. It covers our tax and administrative fees, shipping and packaging costs, and lost materials and doesn't cover the effort involved - we don't earn anything on this.
- Payment system fee for cancelling your order: if you paid for your order with credit or debit card, 3% fee will be deducted as well. Unfortunately, these are payment system's rules we can't affect.
Refund will be made as soon as we get a product back - normally on the next business day, but not later than 14 days.
If 14 days have gone by since you got the product, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of products are exempt from being returned:
- customised items, individually designed jewelry
- personalised items (items engraved per customer’s request)
- items with individually sourced gemstones and made accordingly to specifications
- if items were purchased during sales or other types of discounts
- if items have been made by an expedited (rush) request
Additional non-refundable items:
- Gift cards
- Custom design fee
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back without contacting us by info@edengardenjewelry.com
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after the notice of withdrawal
Wrong ring size
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Full refund excludes restocking fee.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@edengardenjewelry.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@edengardenjewelry.com and we'll respond to you with detailed instructions.
Shipping
To return your product, you should mail your product to: Valencia, Spain
Please contact us before sending anything back.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you ship an item from non-EU countries, import taxes might be applied. This amount will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please feel free to contact us with any questions. You can reach us by live chat or e-mail: info@edengardenjewelry.com
Warranties
We offer a 1-year warranty that covers manufacturing defects, as well as loose or fallen gemstones due to production issues. Please note that the warranty covers only the replacement of lost gemstones and does not apply to items damaged through careless use.
We cannot be held responsible for the durability of certain gemstones such as opals, pearls, natural untreated emeralds, tanzanites, and other fragile stones due to their inherent nature. If the ring has been resized or altered by another jeweler, or shows signs of unusual wear, we can no longer cover the ring's repair under our warranty.
To ensure the longevity of your jewelry, please handle it with care and follow the provided care instructions. Even well-constructed rings can be damaged if knocked against hard surfaces. We recommend visiting a professional jeweler once a year for cleaning and prong tightening to maintain the ring's appearance and integrity. If you are in Spain, we will gladly provide this service free of charge for items purchased at our shop.