Refund & Returns Policy
At ZogGems.com, we take pride in providing high-quality gemstones and exceptional service. If you are not fully satisfied with your purchase, we offer a fair and transparent Refund & Returns Policy in accordance with Japanese consumer protection laws.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
✔ The item must be returned within 7 days of delivery.
✔ The gemstone must be unused, undamaged, and in its original condition with all packaging and certificates.
✔ Custom-made, engraved, or personalized items are non-refundable unless they arrive damaged or defective.
✔ Sale or clearance items are final sale and cannot be returned.
2. How to Request a Return
To initiate a return, please follow these steps:
1️⃣ Contact Us: Email us at [Insert Email] within 7 days of receiving your order with your order number and reason for return.
2️⃣ Receive Approval: We will review your request and provide return instructions, including the return address in Japan.
3️⃣ Ship the Item: Securely package the item and return it via a trackable shipping service at your own cost. We are not responsible for lost or damaged returns.
4️⃣ Inspection & Processing: Once received, we will inspect the item. If approved, your refund will be processed within 5-7 business days.
3. Refund Policy
✔ Refunds will be issued to the original payment method used during purchase.
✔ Shipping fees, customs duties, and handling charges are non-refundable.
✔ If the return is due to our error (wrong item or defective product), we will cover the return shipping costs.
4. Exchanges
We do not offer direct exchanges. If you wish to exchange an item, you must return the original purchase for a refund (if eligible) and place a new order.
5. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with:
📸 Photos of the damaged item and packaging
📦 Your order number
We will arrange a replacement or refund at no additional cost.
6. Non-Returnable Items
The following items cannot be returned or refunded:
❌ Custom-made, engraved, or resized gemstones
❌ Gift cards and promotional items
❌ Items returned without prior approval
7. International Returns
For international customers:
🌍 You are responsible for all return shipping fees, customs duties, and import taxes.
🌍 We recommend using a reliable courier with tracking.
8. Cancellations
- Orders can be canceled within 24 hours of purchase for a full refund.
- Once processing or shipping has begun, cancellations are not possible.
9. Contact Us
For any refund or return inquiries, reach out to our support team:
📧 Email: [Insert Email]
📞 Phone: [Insert Contact Number]
📍 Address: [Insert Business Address, Japan]
We value your trust in ZogGems.com and are committed to ensuring a seamless shopping experience.