Refund and Returns Policy
Effective Date: [01st October, 2024]
At Emerald Star, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your jewelry, we offer a straightforward and fair returns and refunds process. Please read our policy below for details on how to return or exchange items and request refunds.
1. Return Policy
1.1 Eligibility You may return items purchased from Emerald Star within 30 days of receipt for a full refund or exchange, provided they meet the following criteria:
- The item is in its original condition, unused, and undamaged.
- The item is in its original packaging, including any tags, labels, or documentation.
- The item is not a custom-made or personalized piece, which is non-returnable unless defective.
1.2 Non-Returnable Items The following items are not eligible for return or exchange:
- Custom-made or personalized jewelry.
- Sale or clearance items.
- Items damaged due to misuse or alteration.
2. Return Process
2.1 Initiating a Return To initiate a return, please contact our customer service team at [[email protected]] or [+959 111 222 333]. Provide your order number and the reason for the return. We will issue a Return Merchandise Authorization (RMA) number and instructions on how to return the item.
2.2 Packaging and Shipping Pack the item securely in its original packaging and include all original tags and documentation. Clearly write the RMA number on the outside of the package. Ship the return to the address provided in the RMA instructions. We recommend using a trackable shipping service to ensure the item is returned safely.
2.3 Return Shipping Costs Return shipping costs are the responsibility of the customer unless the item is defective or the return is due to an error on our part. In such cases, we will provide a prepaid return shipping label.
3. Refunds
3.1 Processing Time Once we receive your returned item, we will inspect it to ensure it meets our return policy criteria. If approved, we will process your refund within 7-10 business days. The refund will be issued to the original payment method used for the purchase.
3.2 Partial Refunds In some cases, a partial refund may be issued if the item is returned in less than original condition, such as missing packaging or damage due to improper handling.
3.3 Shipping Costs Original shipping charges are non-refundable, and return shipping costs are the responsibility of the customer unless otherwise stated.
4. Exchanges
4.1 Exchange Process If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above and specify your exchange request. We will process the return and ship the new item to you once the returned item is received and inspected.
4.2 Availability Exchanges are subject to availability. If the requested item is out of stock, we will issue a refund instead.
5. Defective or Incorrect Items
5.1 Reporting Issues If you receive a defective or incorrect item, please contact our customer service team immediately at [[email protected]] or [+959 111 222 333]. Provide your order number, a description of the issue, and photos if applicable.
5.2 Resolution We will arrange for a return shipping label and provide instructions for returning the defective or incorrect item. Once received, we will issue a replacement or refund, including any return shipping costs.
6. Contact Us
If you have any questions about our Refunds & Returns Policy or need assistance with a return or exchange, please contact us at:
Emerald Star
Email: [[email protected]]
Phone: [+959 111 222 333]
Address: [Yangon, Myanmar]
Thank you for shopping with Emerald Star. We appreciate your business and are committed to ensuring a positive shopping experience.