Refund and Returns Policy

Effective Date: January 17, 2025

Address: 810 Vendola Dr, San Rafael, California

Phone Number: 415-472-1613

Email: info@shimmergemm.com

Website: shimmergemm.com

1. Introduction

At ShimmerGemm, we strive to ensure your complete satisfaction with every purchase. We understand that sometimes a return or refund may be necessary. This Refund and Returns Policy outlines our procedures for returns, exchanges, and refunds. By making a purchase from ShimmerGemm, you agree to the terms of this policy. This policy is part of and should be read in conjunction with our Terms and Conditions and Sales Policy.

2. General Return Conditions

2.1. Return Eligibility: We accept returns on most items, provided they meet the following conditions:

  • Timeframe: Returns must be initiated within 14 days of the original delivery date. After this 14-day period, we cannot accept returns or provide refunds.

  • Condition: The item must be in its original, unworn, and unused condition. It must not show any signs of wear, damage, alteration, or misuse.

  • Original Packaging: The item must be returned in its original packaging, which includes all original boxes, inserts, tags, protective coverings, and any other accessories or documentation (such as certificates of authenticity, warranty cards, etc.) that were included with the original shipment.
    * Proof of Purchase: Returns must be accompanied by the original sales receipt or order confirmation.

2.2. Non-Returnable Items: Certain items are non-returnable, and these include:

  • Personalized or Custom-Made Items: Items that have been specifically created or customized according to your specifications cannot be returned unless they are defective. This includes items with engravings, resizing, or other modifications.

  • Earrings: For hygiene reasons, we cannot accept returns of earrings unless they are defective.

  • Items Marked as Final Sale: Items explicitly marked as “Final Sale,” “Clearance,” or similar are not eligible for returns.
    * Gift Cards: Gift Cards are non-refundable and cannot be returned.

2.3. Defective Items: If you receive a defective item, you may return it within the 14-day period, provided you notify us immediately upon discovery of the defect. Defective items will be subject to verification.

3. How to Initiate a Return

3.1. Return Request: To start the return process, please contact our customer service team within 14 days of the delivery date using one of the methods below:

  • Phone: Call us at 415-472-1613 during our business hours.

  • Email: Send an email to info@shimmergemm.com with your order number, a description of the item you wish to return, and the reason for the return.

  • Online Contact Form: You may also reach us via our online contact form available on our website: shimmergemm.com/contact

3.2. Return Authorization: Our customer service team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed instructions on how to return the item. Please note that returns made without an RA number will not be processed and will be returned to the sender.

3.3. Packaging the Return:

  • Carefully repack the item in its original packaging to prevent damage during transit.

  • Include all original accessories, certificates, and documents.

  • Securely affix the return label that we will provide you after approval.

  • Include a copy of your original order confirmation or sales receipt inside the package.

4. Return Shipping

4.1. Customer Responsibility: Unless the return is a result of our error (e.g., if you received a defective item or an incorrect order), you are responsible for all return shipping costs and insurance. We strongly recommend using a trackable and insured shipping service. ShimmerGemm is not responsible for items that are lost, damaged, or stolen during return shipping.

4.2. Return Address: We will provide you with the return shipping address when we issue your Return Authorization. Please do not return items to our main office address.
4.3. Shipping Options: We suggest using a reputable carrier such as USPS, UPS, or FedEx.
4.4. Tracking: Always retain your tracking number in case you need to refer to it.

5. Refund Process

5.1. Inspection Upon Receipt: Once we receive your returned item, our team will inspect it to ensure it meets the return conditions outlined in this policy. If the item is in good order, we will initiate the refund process.
5.2. Refund Method:

  • Refunds will be processed to the original method of payment used for the purchase.

  • If you paid with a credit card, please allow 7-10 business days for the refund to appear on your statement. The exact time may vary depending on your credit card company.

  • If you paid by any other means, the process can take longer.
    5.3. Refund Amount:

  • You will be refunded the purchase price of the returned item.

  • Original shipping and handling costs are non-refundable unless the return is a result of our error.

  • If the order had a discount applied, that discount will be factored into the refund.
    5.4. Refund Confirmation: You will receive a refund confirmation email once your return has been processed and the refund has been issued.

6. Exchanges

6.1. Direct Exchanges: We do not offer direct exchanges. If you wish to exchange an item for another size, style, or product, you will need to return the original item for a refund and then place a new order.
6.2. Inventory Availability: We cannot guarantee that the item you want to exchange for will be in stock when we process the return. It’s a good idea to place your new order as soon as you start the return to secure the availability of that product.

7. Damaged or Defective Items

7.1. Immediate Notification: If you receive a damaged or defective item, please notify us immediately upon receipt of the package (preferably within 24-48 hours). You can contact us by phone, email, or through our website contact form.
7.2. Required Information: Please provide your order number, a description of the issue, and photos or videos clearly showing the damage or defect.
7.3. Return Shipping of Damaged or Defective Items: In such cases, we may offer a prepaid return shipping label, or if we deem a return unnecessary, we may provide you with another replacement.
7.4. Options for Defective Items:

  • We will do our best to replace the defective item. If we cannot replace it due to inventory constraints, you will have the option of receiving a refund.

    • Where applicable we may offer you a partial refund, a replacement part, or any other reasonable accommodation.

8. Exceptions
8.1. Return Discrepancies: If the item returned does not meet our return conditions, or we have determined that the damage or defect was caused by the customer, we will not issue a refund and the item may be returned to you at your expense.
8.2. Time Limits: If we do not receive your item within 30 days of issuing your RA number, your return may be cancelled.
8.3. Communication: Failure to communicate with us or follow our return instructions may delay or void your return.

9. Policy Updates

ShimmerGemm reserves the right to modify this Refund and Returns Policy at any time. Any changes will be posted on our website, and the revised policy will be effective immediately upon posting. Please review this policy regularly.

10. Contact Us

If you have any questions or concerns regarding our Refund and Returns Policy, please contact us at:

Address: 810 Vendola Dr, San Rafael, California

Phone Number: 415-472-1613

Email: info@shimmergemm.com

Website: shimmergemm.com