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REFUND & RETURN POLICY

At My Real Gold Jewelry LLC and Gem’s Signature Co., every order is carefully inspected and prepared before shipment. Because our store offers several types of products—including fine jewelry, fashion jewelry, home fragrance products, and electronic scent diffuser machines—return eligibility varies by product category.

Please review this policy carefully before completing your purchase.

3-Day Inspection and Return Request Period

Customers have 3 calendar days from the confirmed delivery date to inspect their order and contact us regarding a return, exchange, damaged item, defective product, missing item, or incorrect order.

Return requests submitted after the 3-day inspection period may not be accepted.

Submitting a request within the inspection period does not automatically guarantee approval. All requests are reviewed according to the product type, condition, and eligibility requirements described below.

To begin a request, contact:

sales@myrealgoldjewelry.com

Please include:

  • Your full name
  • Order number
  • Description of the issue
  • Clear photographs or videos of the product
  • Photographs of the shipping box and packaging when applicable

Please keep the product and all original packaging until your request has been reviewed.

Jewelry Returns

Fine Gold Jewelry

Eligible fine gold jewelry may be considered for return or exchange when all of the following conditions are met:

  • The return request is submitted within 3 calendar days of delivery
  • The jewelry is unworn, unused, and undamaged
  • The jewelry has not been altered, resized, repaired, engraved, or customized
  • All original tags, certificates, accessories, gifts, and packaging are included
  • Proof of purchase is provided
  • The item passes our inspection after it is returned

Jewelry showing signs of wear, stretching, pulling, bending, scratching, breakage, alteration, or accidental damage after delivery will not be accepted for return.

Fine chains, hollow jewelry, delicate links, clasps, and intricate designs must be handled carefully. Damage caused by pulling, improper use, storage, or handling after delivery is not considered a manufacturing defect.

Modern Fashion Jewelry

Eligible Modern Fashion Jewelry may be considered for return or exchange when:

  • The request is submitted within 3 calendar days of delivery
  • The item is unworn, unused, and in its original condition
  • All tags, accessories, gifts, and original packaging are included
  • The product passes inspection after return

For hygiene reasons, worn earrings, body jewelry, and other products that have been used or tried on in a manner involving direct body contact may not be returned unless they arrived damaged or defective.

Jewelry Restocking Fee

A 15% restocking fee may apply to approved jewelry returns.

The restocking fee may be waived when an approved item is exchanged for another eligible item of equal or greater value.

Original shipping charges, return shipping charges, insurance charges, payment-processing costs, and expedited shipping charges are non-refundable unless the return results from an error by our company.

Home Fragrance Products

Home fragrance products include:

  • Reed Diffusers
  • Reed Diffuser Refills
  • Luxury Air Mists
  • Car Diffusers
  • Fragrance oils
  • Replacement reeds
  • Fragrance accessories
  • Gift sets containing fragrance products

Unopened Fragrance Products

An unopened fragrance product may be considered for return when:

  • The request is submitted within 3 calendar days of delivery
  • The seal, stopper, protective packaging, and product packaging remain intact
  • The product has not been opened, sprayed, tested, activated, inserted with reeds, tilted, poured, or used
  • The item is returned in its original, resalable condition
  • All included accessories and promotional gifts are returned

Approval is subject to inspection.

Opened or Used Fragrance Products

For hygiene, safety, and product-integrity reasons, the following are final sale and not eligible for return or exchange:

  • Opened fragrance products
  • Used or tested Air Mists
  • Reed Diffusers that have been opened or fitted with reeds
  • Car Diffusers that have been opened, activated, tilted, or used
  • Opened fragrance-oil or refill containers
  • Products with removed seals, stoppers, caps, or protective packaging
  • Products returned because of personal fragrance preference

Fragrance preference is subjective. A product is not considered defective solely because a customer does not prefer the fragrance, considers it too strong or too light, or experiences the fragrance differently from its written description.

Fragrance performance may vary depending on room size, airflow, temperature, placement, number of reeds, frequency of use, and individual scent perception.

Serenity Scent Diffuser Machines

Unopened Serenity Machines

An unopened Serenity scent diffuser machine may be considered for return when:

  • The request is submitted within 3 calendar days of delivery
  • The machine has not been used, filled, connected, programmed, mounted, or installed
  • All seals and protective coverings remain intact
  • The original box, manuals, cords, mounting accessories, and included components are returned
  • The machine is in new and resalable condition

Approved non-defective machine returns may be subject to a 15% restocking fee.

Opened or Used Serenity Machines

Opened or used Serenity machines are generally not eligible for return because they may have come into contact with fragrance oil.

However, a machine that appears to have arrived defective may qualify for troubleshooting, replacement, exchange, manufacturer support, or another appropriate resolution after review.

Customers must contact us within 3 calendar days of delivery and provide clear photographs or video demonstrating the issue.

Before approving a defective-product claim, we may request that the customer complete reasonable troubleshooting steps, including:

  • Confirming that the machine is properly charged or connected
  • Checking the fragrance bottle and internal tube
  • Confirming that the correct compatible fragrance oil was used
  • Reviewing the programming or intensity settings
  • Cleaning or reconnecting components according to the instructions

Damage caused by misuse, spills, improper installation, incompatible liquids, water, diluted mixtures, unauthorized repairs, dropping, incorrect electrical use, or failure to follow the operating instructions is not considered a manufacturing defect.

Do not return a Serenity machine without receiving return authorization and instructions from us.

Damaged, Defective, Missing, or Incorrect Products

Please inspect your order immediately after delivery.

Contact us within 3 calendar days when:

  • An item arrived broken, leaking, or visibly damaged
  • A machine appears defective
  • You received the wrong product
  • An item is missing from the shipment
  • The shipping package shows significant damage

Please provide clear photographs of:

  • The product
  • The shipping box
  • The shipping label
  • The internal packaging
  • Any leakage, damage, or defect

Video may also be required for electronic products.

Do not discard the product, shipping box, packaging materials, labels, or damaged components until the claim has been reviewed.

Depending on the circumstances and available inventory, an approved claim may be resolved through:

  • Replacement
  • Exchange
  • Store credit
  • Repair or troubleshooting assistance
  • Refund to the original payment method

We reserve the right to select the most appropriate resolution based on the circumstances of the claim.

Items That Cannot Be Returned

Returns will not be accepted for:

  • Items returned without prior authorization
  • Return requests submitted after the stated inspection period
  • Opened, used, sprayed, activated, or tested fragrance products
  • Products returned because of personal scent preference
  • Worn or used jewelry
  • Jewelry showing pulling, stretching, bending, scratching, or accidental damage
  • Customized, personalized, resized, altered, repaired, or engraved jewelry
  • Used or fragrance-filled Serenity machines, except approved defective-product claims
  • Products damaged through misuse or failure to follow instructions
  • Items missing original packaging, parts, accessories, certificates, or gifts
  • Clearance, liquidation, or final-sale products
  • Gift cards
  • Free promotional items by themselves
  • Items purchased from another seller or unauthorized source

Sale, Promotional, and Final-Sale Items

Clearance, liquidation, and products specifically marked Final Sale are not eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect.

Regular promotional discounts do not automatically make an item final sale unless the product page, promotion, or checkout notice specifically states otherwise.

When a qualifying purchase included a free gift, promotional product, bundle discount, or gift-with-purchase offer, all associated items must be returned together.

When the promotional item is not returned, its regular retail value may be deducted from the approved refund.

Order Cancellations and Changes

Contact us immediately when you need to request an order change or cancellation.

We will make reasonable efforts to assist, but cancellation or modification is not guaranteed once an order has entered preparation, production, engraving, packaging, or shipment.

Customized, engraved, resized, personalized, or specially ordered products cannot be canceled once work has begun.

When an order has already shipped, the customer must follow the applicable return process after delivery.

Return Authorization

All returns require approval before shipment.

Do not send a product back without contacting us and receiving return instructions.

Packages returned without authorization may be refused, returned to the sender, or deemed ineligible for refund.

After approval, return the item within the time specified in the return instructions. Approval may be withdrawn when the package is not shipped within the stated period.

Return Shipping

Unless the return is caused by an approved company error, incorrect shipment, or verified defect:

  • Customers are responsible for return shipping costs
  • Original shipping charges are non-refundable
  • Expedited shipping charges are non-refundable
  • Return insurance and tracking are the customer’s responsibility

We strongly recommend using a trackable and insured shipping service.

My Real Gold Jewelry LLC and Gem’s Signature Co. are not responsible for return packages that are lost, stolen, delayed, misdirected, or damaged before reaching us.

Do not mail returns to an address shown on the original shipping label unless we specifically instruct you to use that address.

Contact us first to receive the correct return instructions.

Return Inspection

Returned products are inspected after arrival.

We will notify you whether the return has been:

  • Approved
  • Partially approved
  • Rejected
  • Approved for exchange or store credit
  • Sent for additional inspection or troubleshooting

A return may be rejected or reduced when the item:

  • Shows signs of use or wear
  • Has been opened or activated
  • Is missing parts, packaging, gifts, or accessories
  • Has been damaged after delivery
  • Does not match the product originally shipped
  • Was returned outside the authorized period
  • Does not meet this policy’s eligibility requirements

Refunds

Approved refunds will be issued to the original payment method whenever possible.

Please allow time for the refund to be processed and posted by your bank, credit-card company, Shop Pay, Klarna, or other payment provider.

Shipping charges, return shipping costs, expedited-shipping charges, restocking fees, and other non-refundable costs may be deducted from the refund when applicable.

We cannot issue a cash refund for an order originally paid through another payment method.

Late or Missing Refunds

When you have received a refund confirmation but the funds have not yet appeared:

  1. Check your bank or payment account again.
  2. Contact your credit-card company or payment provider.
  3. Contact your bank, as processing times may vary.
  4. Contact us when the refund still does not appear after your financial institution’s stated processing period.

Email:

sales@myrealgoldjewelry.com

Exchanges

Approved exchanges depend on product availability.

Customers may be responsible for:

  • Return shipping
  • Shipping for the replacement product
  • Any difference in product price
  • Applicable taxes or fees

An exchange item will not be shipped until the original product has been received, inspected, and approved unless otherwise authorized by us.

Gifts

When an eligible item was marked as a gift and shipped directly to the recipient, an approved return may be issued as store credit.

When the order was not marked as a gift, any approved refund will normally be issued to the original purchaser and original payment method.

Opened or used fragrance gifts remain subject to the fragrance-product restrictions in this policy.

Questions and Return Requests

To request assistance, contact:

My Real Gold Jewelry LLC / Gem’s Signature Co.
Email: sales@myrealgoldjewelry.com

Please include your order number and complete details so we can assist you efficiently.

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Thank you for choosing My Real Gold Jewelry LLC and Gem’s Signature Co.