At Mesmora Jewelry, your satisfaction is our highest priority. We want you to be absolutely delighted with your purchase, and we stand by the exceptional quality and craftsmanship of every piece we create. If, for any reason, you are not entirely satisfied, our policy is designed to ensure a transparent and hassle-free process.

Our 30-Day Return Window (For Standard & Pre-Made Items)

We offer a straightforward 30-day return policy for all standard, non-customized, and pre-made jewelry items. This 30-day period begins from the date your order is delivered to you. You can request a return for a refund within this 30-day window.

To be eligible for a return, your item must meet the following strict conditions:

  • Unused and in Original Condition: The jewelry must be unworn, undamaged, and in the exact same pristine condition that you received it. Any signs of wear, alteration, or damage will invalidate the return. If not followed reimbursement fees will be deducted.
  • Original Packaging & Documents: It must be returned in its original Mesmora Jewelry packaging, along with all accompanying certificates (e.g., Lab-Grown Diamond certifications), appraisals, and warranty cards that were shipped with the item. Missing or damaged certificates may incur a replacement fee or invalidate the return. If not followed reimbursement fees will be deducted.
  • Return for defect Jewel pieces received, Unboxing video is very necessary.

How to Initiate a Return

To initiate a return for an eligible item, please follow these steps:

  • Contact Us: Within 30 days of delivery, send an email to mesmorajewelry@gmail.com. Please include your order number, the specific item(s) you wish to return, and the reason for the return.
  • Receive Instructions: Our customer service team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed instructions, including the return shipping address. Please do not send your item back without first receiving an RA number and instructions.
  • Securely Package Your Item: Securely package your item in its original box with all original contents, including all certifications and documents. Clearly write the provided RA number on the outside of the package.
  • Ship Your Return: You will be responsible for paying for your own shipping costs for returning your item. We highly recommend using a trackable shipping service with insurance for items over $200, as Mesmora Jewelry cannot guarantee that we will receive your returned item, and we are not responsible for lost or damaged return shipments.

Refunds

Once your return is received and thoroughly inspected by our quality assurance team, we will send you an email notification confirming the status of your returned item. If your return is approved and meets all eligibility criteria, your refund will be processed promptly. A credit will automatically be applied to your original method of payment within 3 business days after approval.

  • Refund Processing Time: Please note that while we process refunds quickly, it may take some additional time for your bank or credit card company to process and post the refund to your account. If you haven’t received a refund yet, please check your bank account, then contact your credit card company, and finally, your bank. If after these steps you still have not received your refund, please contact us at [Your Customer Service Email].
  • Shipping Costs are Non-Refundable: Please note that original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.

Exchanges

We only facilitate exchanges for items that are defective or damaged upon arrival due to a manufacturing issue.

  • If you need to exchange a defective or damaged item for the same item, please contact us immediately at mesmorajewelry@gmail.com with clear video of unboxing photographs and a description of the defect. Our team will guide you through the exchange process and provide instructions for returning the defective item.
  • For non-defective items, we encourage you to initiate a return for a refund as per our 30-day policy, and then place a new order for the desired item.

Policy for Custom-Designed & Personalized Orders

Due to the unique and bespoke nature of custom-designed and personalized jewelry pieces, including any item with engraving, these items are generally non-returnable and non-exchangeable. These creations are made exclusively for you, reflecting your specific design preferences and personalized details.

Exception for Manufacturing Defects: Your satisfaction remains our priority. In the rare event that your custom or personalized item arrives with a confirmed manufacturing defect, please contact us immediately (within 7 days of delivery is recommended) with clear video of unboxing photographs and a description of the defect. Our team will assess the issue, and if confirmed as a manufacturing defect, we are committed to repairing or remaking the item to meet our high-quality standards. Refunds for custom orders will only be issued in extreme circumstances where a repair or remake is not feasible due to a confirmed manufacturing defect.

Gift Returns

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return once the returned item is received and inspected. A gift certificate will then be mailed to you.
  • If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, a refund will be issued directly to the gift giver.

Our Warranty

Please note that our Return and Exchange Policy is separate from our 1-year warranty, which specifically covers manufacturing defects. Issues arising from normal wear and tear, accidental damage, loss of gemstones due to everyday use, improper care, or theft are not covered under either our return policy or warranty. For more detailed information, please refer to our Warranty Information section on our FAQ page.

Need Further Assistance?

Our dedicated customer service team is here to help guide you through the return process or answer any questions you may have. Please contact us at mesmorajewelry@gmail.com