Refund policy

1- General

Inform us within fifteen (14) calendar days from the date of delivery, please note that all returns and exchanges are subject to a quality inspection process before they are accepted. Keep in mind that Any item with signs of alteration or wear cannot be accepted.

Return Address          

• To 23-70 24th st Second FloorZip code 11105  Astoria,Queens NY
  
• To Carrera 6 # 12 - 78 Local 6, Bogotá, Colombia. (Worldwide)
  

2- Warranty and Authenticity Guarantee

For Jewelry

As a client, you are entitled to various benefits, including a warranty that the products supplied to you conform to your contract with us. In addition, we offer the following warranty:

• LIFETIME warranty for Fine Jewelry
• 2-year warranty for Fashion Jewelry

This warranty covers all manufacturing defects. It does not cover normal wear and tear, loss, theft, improper use, negligence, or attempts to repair by unauthorized persons.

For repair inquiries, please contact us at +1 561-414-2682, on our WhatsApp number +57 319-478-2525, or by email at customerservice@emeraldbylove.com.

For Emerald

One of the greatest assurances you can have when purchasing a Colombian emerald is the traceability that accompanies it. Emerald by Love holds a RUCOM number, the unique mineral commercialization registration from the National Mining Agency of Colombia. This provides you with full confidence that you are acquiring a 100% Colombian emerald. As emeralds are natural products, they do not come with a manufacturing warranty. Instead, they are accompanied by a certification of origin and documentation, ensuring transparency and confidence in your purchase.

We certify our emeralds through the Colombian National Institute of Gemology, a GIA gemologist-founded laboratory located in Bogotá, Colombia. For items valued at over $7,000 per carat, we certify them at Gübelin, NY. Please note that different laboratories have varying standards for assessing color, clarity, cut, and other gemstone attributes, which may result in differing information.

We inform you that We always want to address your concerns without the need to initiate a formal legal case. In the event of a dispute, claim or controversy arising out of or relating to these Terms and Conditions you and Emerald by Love agree to try to resolve such Dispute informally at customerservice@emeraldbylove.com. We will contact you via email at the address specified in any such notice.

3- Returns

When product is received back, we will email you to credit back the money to the same card used to make the original purchase. Please add a declaration explicitly stating your decision to withdraw from the contract. You shall send back the product you wish to return or hand them over to us not later than 15 days from the day on which you communicate your withdrawal from this contract to us. You might be charged for shipping costs related to the second shipment.

• 4- Restocking Fee Policy
  
  At Emerald by Love, we strive to ensure your complete satisfaction with every purchase. If for any reason you are not entirely satisfied with your purchase, we offer a straightforward return and exchange process. However, to cover the costs associated with restocking and processing returns, we have instituted the following restocking fee policy:
  
  5. Eligibility for Returns
  - To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.- Returns must be initiated within 15 days from the date of purchase.
  
  6. Restocking Fee:
• A restocking fee may be applied of the item's purchase price and deducted from the refund amount for all eligible returns.
• This fee helps us cover the costs of inspecting, repackaging, and restocking returned items.
  
  7. Exemptions from Restocking Fee:
• Restocking fees may be waived or reduced under certain circumstances, such as:
  
• The item is defective or damaged upon arrival.
  
• The wrong item was shipped.
• The return is due to an error on our part.
  
  8. Refund Process:
• Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed, and a credit will automatically be applied to your original method of payment, minus the applicable restocking fee.

8.1. How to Initiate a Return:
- To initiate a return, please contact our customer service team at customerservice@emeraldbylove.com

9 . Additional Terms:

• Returns of certain items, such as personalized or custom-made products, may be subject to additional restrictions or fees.
• Shipping costs associated with the original purchase are non-refundable.
• Repair of damaged, broken, or scratched gemstones is available, provided you cover the shipping costs to one of our return addresses. Please note that the gemstone's weight may vary, and additional charges may apply.
  By making a purchase from Emerald by Love, you agree to abide by this restocking fee policy. If you have any questions or concerns regarding our restocking fee policy, please don't hesitate to contact us.