Refund & After-Sales Policy
Thank you for choosing DOROTHEA JEWELS. We design our pieces with care, and we stand behind their quality. Please read our policy carefully to understand your rights and our procedures.
1. 14-Day Quality Guarantee
We offer a 14-Day Quality Guarantee from the date your order is delivered.
If you receive an item with manufacturing defects, we will provide a free replacement or full refund, subject to verification.
2. What Qualifies as a Quality Issue?
A quality issue refers to manufacturing defects present at the time of delivery. These include:
Stone Setting Loss
• If a stone becomes detached or loose upon receipt, this qualifies as a quality issue.
• Note: Loose or lost stones caused by water contact, cosmetics, perfume, or improper daily care are not considered defects.
Scratches & Surface Marks
• Natural characteristics of pearls: Growth patterns, lines, or minor blemishes are normal and not defects.
• Defects: Deep scratches, large pits, or obvious surface damage that substantially impairs appearance qualify as quality issues.
Extension Chain & Clasp Malfunction
• If the extension chain, clasp, or closure is defective, stuck, or cannot be fastened properly upon delivery, it is eligible for repair, exchange, or refund.
3. What Is Not Eligible for Return or Exchange?
For hygiene and safety reasons, we do not accept returns or exchanges for:
• Change of mind or incorrect size selection.
• Items showing signs of wear, water damage, or alteration.
• Items damaged due to improper care, accidents, or misuse.
• Natural characteristics of gemstones and pearls (e.g., slight variations in color, luster, or minor inclusions).
4. How to Request a Return or Exchange
To be eligible for service under our Quality Guarantee, please follow these steps:
1. Contact us within 10 days of delivery at support@dorotheajewels.store with your order number.
2. Provide evidence: Clear photos and unboxing footage taken at the time of delivery.
3. Wait for authorization: We will review your request and provide return instructions if approved.
4. Return the item: Ship the item back in its original, unused condition with all packaging intact.
Items returned without prior authorization will not be accepted.
5. Return Shipping Costs
• If the return is due to a verified manufacturing defect, we will cover the return shipping cost.
• If the return is not related to a quality issue, the buyer is responsible for all return shipping fees.
6. Refund Processing
1. Once we receive and inspect your returned item, we will notify you whether your refund is approved.
2. If approved, the refund will be processed to your original payment method within 10 business days.
3. Please note that your bank or credit card company may require additional time to process the refund.
4. If you have not received your refund within 15 business days of approval, please contact us at support@dorotheajewels.store.
If you have any questions about our policy, feel free to reach out to our support team anytime.
Thank you for your support,
DOROTHEA JEWELS