Refund policy

Because every piece is made to order, refunds work around the moment your design is approved.

Custom artist designs. Full refund on request at any time before you approve your preview, no questions asked. Once you approve, production begins and we cannot refund for a change of mind, since the piece is made only for you.

Ready-made and self-designed pieces. These go straight into production, so you can cancel for a full refund within 24 hours of your order.

Broken or defective items are always replaced or refunded, whichever you prefer.

Design Previews and Approval: For custom artist designs, we send your preview by email, usually in under 8 hours and always within 24 to 48. You can request free revisions until you are completely satisfied. If we do not hear from you within 72 hours of sending the preview, we will proceed with production so your order is not delayed, and the design will be considered approved. Please check the email used for your order after purchase.

Refunds and Exchanges: If your piece arrives broken or with a production defect, we will reship it at no cost or issue a refund if you prefer. This applies to the jewelry itself, not to the gift box. Our pieces are stainless steel with plated finishes, and every product page lists exact pendant dimensions. If an item is not as described, contact us and we will refund you in full.

Non-returnable items:

  • Gift cards

Requirements for Exchanges: To qualify for an exchange, the reason must align with this policy and proof of purchase is required.

Refund Process: Once we receive and review your refund request, we will email you the outcome. If approved, the refund goes back to your original payment method, usually within 5 to 10 business days.

Late or Missing Refunds: If you have not received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card provider, as it may take time before the refund is officially posted.
  3. Reach out to your bank if necessary, as processing times can vary.

If you have completed all steps and still have not received your refund, please contact us at info@monogems.com.

Warranty: We stand behind our work. Manufacturing defects are always covered free of charge. Our optional Lifetime Guarantee extends this to accidental damage, loss, and re-plating after the first year. If your piece arrives damaged or faulty, send us a photo and we will ship a replacement free of charge with expedited shipping included.

Shipping for Exchanges: To arrange an exchange, please contact us. Shipping times for exchanged items may vary depending on your location. For items valued at over $75, we recommend using a trackable shipping method or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

We appreciate your understanding, as these items are custom made just for you and cannot be resold. Thank you for choosing Monogems!