Return & Exchange
After receiving an order, the consumer has the right to withdraw from the contract entered into at the web store within 14 days without giving any reason.
Returned products must be unworn, undamaged, and returned in the same condition in which they were received, together with all original packaging, certificates, documentation and accessories.
However, the right of withdrawal does not apply to products that have been engraved, customised or otherwise altered. For hygiene and safety reasons, we cannot accept returns of pierced earrings unless they are faulty or not as described.
Consumers may exercise their right of withdrawal by using the withdrawal form available on our website or by submitting any other clear statement of withdrawal.
If the condition of the product to be returned has deteriorated, the consumer is responsible for the decreased value of the object due to its use only if the product has been used in any other way than is needed to verify its nature, qualities, and proper functioning. To verify the object's nature, qualities, and proper functioning, the consumer should treat and use the object only in the manner that would be generally allowed in a store.
The consumer remains responsible for the returned goods until they are received by Sophygems. We recommend using a tracked and insured shipping service. We are not liable for any shipments that we were not notified about first.
Please retain proof of postage (tracking number). All products are the customer's responsibility until received by Sophygems.
The consumer does not have to return goods via the logistics company if the Sophygems web store has agreed to pick up the goods.
The consumer has to return the goods within 14 days following the submission of the request for withdrawal or provide evidence that they have given the goods to the logistics company within the mentioned period.
All products must be returned in good condition, in original boxes, and with paperwork (such as instruction booklet ,diamond certificate, jewellery certificate etc) and accessories to ensure a full credit.When returning the product, one must also provide the copy of the purchase invoice and filled return form for withdrawal.
Your return should be packaged in a protective box for shipping. Items returned with postage stickers on the original jewellery boxes will be considered worn and will not be refunded.
Only apply your shipping label to your protective box and NOT the jewellery box. If your return is sent to us without a protective cardboard box, we will not be able to accept the return.
Refunds will be processed within 14 days from receipt of the withdrawal notice. Sophygems may withhold reimbursement until the returned goods have been received or the consumer has supplied evidence of having sent back the goods, whichever occurs first.
Following receipt of your returned product, the consumer will receive a confirmation email about it. Sophygems web store quality assurance department will review the returned product(s). Products that show signs of wear or have been altered, resized (by a goldsmith other than Sophygems web store has recognized, accepted prior), or damaged cannot be accepted for return and will be returned to the consumer.
Refunds are normally transferred to the payment card with which the purchase was made. In connection with pre-payment via bank transfer, the refund will normally be transferred to the account from which payment for the purchase was made. If payment was made with a Gift Card, the debited amount will be returned to the card's number(s), enabling the consumer to reuse the Gift Card(s) toward future purchases.
If there is a price difference we will contact you to settle the outstanding/refund the difference.
All shipping fees related to the returned item are the consumer`s responsibility and we cannot refund the cost for that. This includes fees to return the item to our facility as well as fees related to shipping a replacement item to the customer, when applicable. Please note that products purchased at Sophygems web store may NOT be returned by regular mail to our return address.For your own protection, products should be returned fully prepaid and we recommend that you use a shipping method that provides tracking services from providers.
We recommend, but cannot require that you insure your package as we are not responsible and cannot credit you product returns that are never received, or are damaged in transit.
Within Estonia, we recommend returning products using an Omniva parcel terminal or Omniva courier service.
All returns should be sent to the following address:
Sophygems OÜ
Kullassepa 4, Tallinn
10146 Estonia
e-mail: sophygems@gmail.com
Phone: +372 537 61 017